Replacing defective parts
If you have a major component that malfunctions because of a broken or defective part, we may be able to fix the problem by replacing only the broken or defective part instead of the entire unit. We reserve the right to do that when we determine that doing so provides a satisfactory solution that will not put an undue burden on you.

For example, if a new asphalt pump locks up at startup of a new plant because of foreign material in piping, a satisfactory solution may be to remove the foreign material and replace only damaged parts, such as the rotor. This could minimize disruption of the startup and avoid extensive dismantling of piping.

How to get help at Heatec
When you need help from Heatec, call our switchboard. Ask for our Service department if you need technical assistance. Ask for our Parts department if you need parts.

The toll-free number for our office switchboard is 1-800-235-5200. The regular number for our switchboard is 423-821-5200. Our FAX number is 423-821-7673. Our normal business hours are 8:00 AM to 5:00 PM, Monday through Friday, except on national holidays.

If you call our switchboard after normal business hours you can choose either parts or service. Your choice will connect you to a live operator with our answering sevice. If you need immediate help, the answering service operator will try to reach either a Heatec service technician or parts technician per your choice. In all cases, the operator will relay your message by FAX to either our service department or parts department the next business day and a technician will contact you without delay.

And don’t forget the help we now offer on the internet at Heatec.com. We have posted a series of documents called Tech-Notes that can help you resolve numerous issues. It’s available 24-7. You get printed copies of these documents with your products, but you might find newer or updated versions on the internet.

These documents have clearly written instructions, photographs and drawings that most people find easier to follow than phone explanations from a technician. In any case reviewing applicable documents before you call can make phone discussions much easier to understand.