After Sales & Technical Support

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Tyler Elevator is committed to customer support and technical assistance. Please follow these guidelines as set forth herein to ensure that any issues are resolved in a timely and efficient manner. It will help Tyler Elevator to better serve you.

Upon receipt of your shipment, the customer shall immediately inspect and/or test all Goods and/or Services. Goods and/or Services shall be deemed accepted unless the customer provides written notice to the contrary to Tyler Elevator within ten days after receipt of shipment. The written notice shall include a description of any defect(s) in the performance of Goods and/or discrepancies in the quantity of Goods received. (Refer to Sematic USA, Inc. General Terms and Conditions, paragraph 5, acceptance.) Please also notify Tyler Elevator of the problem through email at After_Sales@tylerelevator.com . The customer should include in the email; the job name, project number, original purchase order number, the nature of the complaint, material requested, the ship to address, and the date the material is needed. If the material was damaged in shipment, a claim needs to be filed through the freight company and the new order must be placed as soon as possible to avoid future delays. All material is shipped FOB from Tyler’s Cleveland facility rendering it the customer’s responsibility to file the freight claim.

Tyler Elevator is devoted to having quality materials ship from our facility. This is why we do not authorize onsite or local repairs. Wherein a complication should arise, Tyler Elevator would like the opportunity to repair the issue internally rather than have other vendors less knowledgeable of our product attempt to repair the problem. Wherein a repair by Tyler Elevator is not selected due to unusual time constraints, any on site or local repair MUST be approved by Tyler Elevator BEFORE the work is done if reimbursement is desired. The warranty on the product will also be void upon any modifications not by Tyler.

After all of the necessary information is collected from the customer and approval is granted by Tyler Elevator regarding the claim, any stock material will be shipped within 3 days. Any fabricated material will be shipped within 7 business days. Due to the quick turn around time of all claims Tyler Elevator will not be able to accept a cancellation of a claim. If a cancellation is to occur there will be a charge associated with this. This claim process will insure that the customer receives the correct material within the quickest means available, making it imperative to follow these guidelines.

An internal investigation to determine why an issue has occurred will also take place while the technical corrective actions are being implemented. At this point, Tyler Elevator may ask for the defective material to be returned. In order to avoid charges for returned material, the following actions must be taken; 1.) Obtain a RMA # from Tyler Elevator and include our RMA # on the packaging.
2.) Return the material within 30 days.
3.) Return the material undamaged.
4.) The material must be inspected and confirmed defective by Tyler Elevator to validate the claim.

After all internal investigations have been completed and the technical corrective action has been fulfilled by Tyler Elevator, the customer will be notified as to why the problem had occurred and what will be done in the future to prevent the problem from reoccurring.

Tyler Elevator requires a two week advance notice for on site visits. Where a two week notice is not received by Tyler Elevator, the cost for the on site visit will be charged at $1,000 per day. Where Tyler Elevator finds it unnecessary for an on site visit to have occurred, the cost of the visit will be charged at $1,000 per day.

Refer to the Sematic USA, Inc. General Terms and Conditions for the complete details of these warranty terms.