• Factory trained service technicians
• Main service department
• After hours emergency telephone support
• Courtesy loaner equipment
• Before contacting the Parts and Service department
• When service is needed
• Repair FAQs
• Other Support FAQs
• Technical Tips
• Buy standard parts and accessories

Factory Trained Service Technicians

Whether you contact our main Service Department or one of our regional service technicians, you'll be assisted by a factory-trained, experienced professional dedicated to keeping your equipment in peak operating condition.

You may contact Dukane Ultrasonics Service Department at the St. Charles, Illinois facility in any of four convenient ways. Additionally, you may also contact a regional service technician by calling one of Dukane's Regional Technical Centers.

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Main Service Department

During the business hours of 8:00 a.m. –– 5:00 p.m. CST, Monday through Friday:

• Toll-free at (800) 231-8404
• In Illinois, please contact the following:
  
  Service Manager         
  Tim Burger (630) 797-4970 
  

• Service Technicians    
  Char File (630) 797-4983
  

Keith Hensel (630) 797-4985

David Lors (630) 797-4984

After business hours, on weekends, during holidays:

• See After Hours Emergency Telephone Support section  for detailed instructions

24-hour FAX line:

• (630) 584-0796

Regional Technical Centers

• Main / Midwest (630) 762-4090
• Automotive (734) 513-4038 ext. 24
• Northeast (203) 269-0500
• Central (513) 752-8803
• Southwest (949) 472-4900
• Western (949) 472-4900

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After Hours Emergency Telephone Support

You may call and receive emergency telephone service and support assistance Monday through Friday, 5:00 p.m. to 8:00 a.m. Central Standard time, and on weekends and during holidays.

Please note that after-hours telephone support is for service-related inquiries only. We are not able to ship parts or service loaner equipment until the next business day.

After Hours Emergency Telephone Support Procedure

1. Dial 630-797-4987.
2. When prompted, please leave a message including your Name, Phone Number and brief Description of your emergency.
3. A Service Technician should call you within the hour.

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Courtesy Loaner Equipment

We offer loaner equipment (subject to availability) to keep you in production and to minimize downtime. We overnight express from our manufacturing facility in St. Charles, Illinois those major items of an assembly system that you need. All you pay for is the shipping charges*. You can then ship the faulty component to our St. Charles facility for repair or refurbishing with minimum negative impact.

Note: Courtesy loaner equipment availability is limited to the continental United States and portions of Canada. Contact your local Dukane representative or Dukane's world headquarters for more information.

*A purchase order is required prior to shipping to cover shipping costs and guarantee return of loaner equipment.

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Before Contacting the Parts and Service Department

Please verify the following conditions before calling for Service assistance.

1. Ensure all of the components of your assembly system are the same frequency. For example, if you are trying to operate a 20 kHz press, make sure you are using a 20 kHz generator or Dynamic Process Controller.
   
2. Make sure all components are properly grounded (Refer to the user manual).
   
3. Verify that an air supply is connected to the press/thruster.
   
4. Check to see that the assembly system is properly set up (e.g., all cables connections are made correctly, electrical and space requirements are satisfied, etc.). Refer to the user manual for specific instructions.
   
5. Read the FAQ and Error Codes.

If you have checked all of the above items and still need to contact a service technician, please have the following information at hand:

1. Model and serial number(s) of the equipment about which you are calling.
   
2. Version of software currently installed on your equipment (where applicable).
   
3. Any information specific to your application, such as the power rating of the unit, the use of a programmable logic controller (PLC), or if the ultrasonic equipment is part of an automated system. If an automated system is being used, list the inputs and outputs used.
4. Error codes (if any) being displayed.
   
5. Any changes made recently to your assembly process. Examples might include a change in plastic material, relocation of equipment, or the use of different stack components.

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When Service is Needed

1. Please call Dukane Ultrasonics’ Parts & Service Department for an Ultrasonic Service Report (USR) number before returning any equipment for service.
   
2. Download and print out the SERVICE INFORMATION FORM. Fill out the form and include it with your returned equipment.
   
3. Pack the equipment well to prevent any further damage. Write "Ultrasonics Service" and the USR number on the side of the package where the address appears.
   
4. Enclose a description of the problem you are experiencing, along with the name and telephone number where a contact can be reached.

Thank you for your cooperation. Following these steps prevents unnecessary delays.

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Technical Tips

Technical Tips are published in every issue of our WAVES newsletter and provide readers with handy suggestions and/or procedures that may improve an application assembly or equipment operation. See the Literature section for more information about WAVES and a free subscription.

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