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TRAK Machine Tools
Southwestern Industries, Inc.
TRAK TRL Lathe, ProtoTRAK RLX CNC Safety, Installation, Maintenance, Service & Parts List
7.0 Introduction to Self-Service
The objective of this section of the manual is to allow the user of the ProtoTRAK Control to resolve the
majority of potential service problems.
This manual assumes that the user is not experienced with CNC troubleshooting and repairs. Special tools
are not required for the procedures described in the manual.
Please see Sections 3 for basic troubleshooting sections of the manual.
7.1 When You Have a Service Problem
SWI recommends that you consult this manual or our web site first. We also have a Dozuki site with
detailed troubleshooting procedures
https://trakmtsupport.dozuki.com/
Often it will be possible for you to
resolve the problem yourself or isolate the problem to a particular cause.
Your next step is to contact the SWI Customer Service Group for assistance.
7.1.1 Communication with the SWI Customer Service Group
SWI Service Department Direct Line: (800) 367-3165
Web Address – www.trakmt.com
This phone line rings directly into the SWI Customer Service Group. If a Customer Service
Representative (CSR) is not available within the first few of minutes, your call is transferred into our
voice mail system.
Our voice mail is continuously monitored. If you have an emergency, indicate this in your message.
Our Service Voice Mail box number is 555.
SWI Service Department Direct Fax number (310) 886-8029
Customer Service Group hours:
Monday - Friday 7:00 AM to 4:30 PM Pacific Time.
SWI observes a normal holiday schedule.
7.2 Replacements
7.2.1 Exchange Program
SWI keeps in stock the major subassemblies required to resolve service problems. With very few
exceptions, the part needed to resolve any given service problem is on the shelf and ready to ship.
A little bit of troubleshooting on your part means that we can get the right part to you fast.
After replacing the failed unit with the replacement unit, simply put the failed unit in the same box
that the replacement part came in and ship it back to us via UPS ground service.
This unique Exchange program gives our customers access to refurbished “like-new” subassemblies
that have been brought up to current design revisions and go through the same QC procedures as
our new products. These high-quality replacement units are available at a fraction of the price of a
new subassembly.
7.2.2 Return Material Authorization (RMA) Number
All shipments of replacement parts are accomplished through our Return Material Authorization
(RMA) system. At the same time the CSR is diagnosing the problem and ordering the part, they will
issue an RMA number that will allow us to efficiently process the return part.
