Parts Ordering Procedures:
Orders can be placed by calling 1-800-459-2882 or
emailing orders to [email protected].
Technical assistance while on-site:
Newtech Service department at 1-800-459-2882 or
Wilbur Curtis Technical Support at 1-800-995-0417
For warranty questions or concerns regarding Zojirushi or Aqua Café products
Newtech Service department at 1-800-459-2882 or [email protected].
Delivery Times (Regular Ground Service):
All parts ship from Surrey, BC, or Halton Hills, ON, depending on which is the closest parts outlet. Delivery times vary depending on the destination. However, most orders should deliver within 2-4 business days.
*Overnight or Rush service is available to some destinations and a price quote can be obtained for the customer.
Communication Protocol around out-of-stock items:
When an order is placed stock is checked and if an item happens to be out of stock the customer is notified by their preferred method of contact (telephone or e-mail). If multiple parts are purchased the customer is given the following options:
- Wait until the order is complete to ship
- Ship available items right away and send the back-ordered stock once it becomes available
*Please note that freight is charged on backorders. Customers are welcome to use their own courier accounts for shipments and can notify the order desk at the time the order is placed.
Lead times required for large quantities of parts, and how Newtech handles these to avoid going out of stock:
If stock is available on hand the order will be filled. If an item needs to be placed on backorder the customer will be notified and given the above options. The back-ordered parts are then ordered by Newtech and will ship once they are available. The lead time on orders placed with the manufacturer is typically 7 – 12 business days from the date the order is placed.
Backup information required for a warranty claim:
The work order and/or invoice detailing service work performed. This should include the serial number and model of the machine that was serviced.
What Newtech/Curtis will pay on a warranty claim and what they will not:
Wilbur Curtis will pay for 1 year labour on all electrical components, parts and tubing, 2 years on parts, 3 years on digital control boards and labour. Curtis will also allow for 160km. travel, round trip. Curtis will not pay for a second trip to complete repairs due to the lack of parts that should be normally stocked item. Special ordered items are the exception.
How should warranty claims on parts be handled, both when they have the part in stock and when they do not:
Newtech will invoice the service provider for the part required, then issue a credit for that part once we get an RMA# from Curtis. This ensures that faulty control boards or other required parts are returned to Newtech as Curtis requires faulty boards must be returned to them for analysis.
If and how to return the old part on a warranty claim:
Newtech’s Service Department will advise all service providers if we require parts to be returned for warranty.
How service providers will be compensated for parts they use on a warranty claim:
Service providers are expected to re-order and replenish their stock as needed. If they do not have the recommended spare part in their stock, they are not entitled to mark it up.
Parts kit deals for new service providers:
Wilbur Curtis is offering any new service provider the opportunity to save up to $150.00 on parts upon completion of an online training program.
In order to qualify for this credit, the service provider must complete an online training program for Curtis equipment, and score 70% or better to be certified. Once completed, they qualify for the discount on parts. For more information, contact Peter at Newtech Beverage Systems at 1-800-459-2882.