The Best Service in the Industry

REELEX Packaging Solutions takes pride in superior customer service and is fully committed to supporting the needs of all REELEX licensees. Our highly regarded technicians can be almost anywhere in the world in 48 hours or less. On this page, you can find solutions to common problems as well as contact our support staff directly. If you require a part or have a technical question, please or you may contact us by phone or email

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REELEX Service and Support

The Basics of REELEX Service and Support

Email and Phone Service is Always Free

All verbal or electronic advice, consultation or other assistance given over phone or email is always free of charge for all licensees.

One Year Warranty on All New Equipment

All parts and service are covered under warranty for one full year following commissioning of the equipment. This applies to both rented and purchased REELEX coiling machines.

Need Help with Packaging?

Contact us! Our 40 years of wire and cable packaging experience make us uniquely suited to assist in setting up new products, determining machine settings and making samples. All licensees are entitled to free packaging consultation and development.

About Maintaining REELEX Equipment

Aside from mandrels and endforms, components used in REELEX machines are similar to components used in other common machinery in the wire and cable industry. As a part of the commissioning process of every REELEX machine, the REELEX commissioning technician will provide training to the Licensee’s maintenance personnel for performing troubleshooting and routine maintenance.

REELEX machines have an extensive onboard troubleshooting system that can identify many common problems. In addition, service assistance from REELEX by phone or email is always available and always free. Licensees are expected to employ mechanical and electrical maintenance personnel with adequate training and experience to work in a manufacturing facility. Specialized training is not required. Once some minimal experience is acquired with REELEX machinery, most common problems can routinely be handled by Licensee’s maintenance personnel. In the rare cases where a REELEX technician is needed, they can be dispatched with very little notice.

Components/Issues that can be serviced by Maintenance Personnel:

  • Wiring
  • Motors
  • Drives, including tuning procedure (Call REELEX for assistance if necessary)
  • Connections
  • Sensors
  • Encoders
  • Power supply
  • Mechanical issues
  • Springs, Bushings, Valves, etc.
  • Lubrication and preventative maintenance
  • Circuit Board Exchanges

Components/Issues that should be serviced by REELEX Personnel:

  • Mandrel/Endform alignment, irregularities, unbalanced operation
  • Traverse defects or improper movement
  • Circuit board components
  • Coil formation issues (no hole, inconsistent winding pattern)

Prepaid Service Agreement

Save on service visits and ensure your equipment is continuously operating at maximum performance. Prepaid service prevents unforeseen downtime by having our technicians perform preventative maintenance periodically.

Prepaid Service Offering

REELEX offers prepaid service packages, ensuring that your REELEX equipment is periodically maintained and running at peak performance. By prepaying for service, preventative maintenance visits can be scheduled in advance, allowing REELEX to offer reduced, all-inclusive rates.

How it works:

1. Prepay for as many days as you want us to visit in a year

Determine how many days you would like to pre buy at a discounted rate.

For customers with more than 3 REELEX machines, we recommend 8 days total scheduled as four quarterly visits of two days each.

For customers with less than 3 REELEX machines at a facility, we recommend 4 days per year, scheduled as two visits per year consisting of two days each.

2. Schedule visits in advance

Service Visits must be scheduled more than 30 days in advance of the desired arrival date. Visits scheduled with less than 30 days notice will be billed at standard rates.

Why? When not travelling on service calls, our technicians are building equipment. To minimize disruption to production and to allow us to offer reduced rates, we require that prepaid service visits be scheduled in adavance.

3. Enjoy preventative maintenance and added benefits

A “service day” includes both labor and travel expenses and is consumed only when the technician spends time at the customer’s facility. Travel or idle days on either end of the visit are free of charge.

Included in each service visit is up to a total of $500 in parts, intended to allow REELEX technicians discretion in replacing certain wearing parts before they cause larger issues.

What you get:

What’s included:

  • Each prepaid service day includes one working day on-site, all travel expenses and any associated idle or travel time.

  • Any parts used up to a total $500 per visit.

  • PM work performed on each REELEX machine, including lubrication, drive tuning and more.

  • Training of maintenance personnel and operators.

  • Consultation on equipment best practices and thorough assessment of the equipment.

  • Report on condition of the equipment, work performed and recommendations.

  • Software upgrades.

What’s NOT included:

  • Cost of any parts over a total of $500 per visit, which are billed at standard prices.

  • Additional service days decided upon while the technician is on-site.

  • Software upgrades.

Pricing:

PREPAID-SERVICE

$2,50000per man-day on site
  • One day on-site to conduct preventative maintenance on REELEX equipment.
  • Includes up to $500 of worn or damaged parts, all labor and travel expenses.

Manuals

REELEX documentation is organized in Google Drive. If you cannot access the directory below, please contact us and let us know what documentation you need.

REELEX Equipment Manuals and Documentation

Questions? In need of service? Contact us!

REELEX Sales

  • Quotes for equipment

  • Samples of your product in REELEX

  • Global sales representation

  • General inquiries and questions

REELEX Support

  • Technical questions

  • Support for current machine issues

  • REELEX machine manuals

  • Schedule service or contact a technician