$200 including GST — up to 30 minutes Standard support rate for subsequent and second-hand owners This service provides up to 30 minutes of scheduled telephone assistance (can be over multiple calls if necessary) relating to the operation, configuration or troubleshooting of the Phase Changer and connected machinery. Before the appointment, please provide: Phase Changer model and serial number A clear description of the issue Photographs or a clear description of the unit, installation and machine rating plates Details of the incoming electrical supply Any fault indications or display readings Any known service, repair or modification history This service covers telephone technical assistance only. It does not include site attendance, electrical installation, replacement parts, written engineering advice or additional research. Diagnosis or resolution cannot be guaranteed within one 30-minute session, particularly where the equipment history, installation or machinery configuration is unknown. If more time is required, further work will only proceed with your approval. Calls are by appointment after payment and receipt of the requested information. The customer must ensure that a licensed electrician is present where electrical testing, opening equipment or work on fixed wiring may be required.
For almost 20 years, we have provided telephone technical support without charge, and we have always done our best to help Phase Changer owners when they call.
There are now over ten thousand of Phase Changers operating across Australia, including older units that have changed hands through the second-hand market. Some have been working for many years and, like all machinery, parts can eventually wear out. We are also increasingly asked to diagnose units with an unknown history, previous repairs, modifications or installation issues.
We remain committed to supporting the products we have built, including older Phase Changers. However, the time required to provide this support has grown to the point where we have no choice but to introduce a charge for telephone troubleshooting and technical advice.
The charge helps recover the real cost of Mark’s time, knowledge and experience and allows us to continue providing practical support to Phase Changer owners well into the future. We appreciate the understanding shown by the many customers who recognise the time and expertise involved.
We will be notified when you purchase a support ticket.
Mark will call you during normal business hours using the telephone number entered with your order. Please check that your number is correct and have the Phase Changer model, serial number and relevant machinery information available.
Calls will be returned as soon as practical during normal business hours. This is not an emergency or immediate-response service.
Paid technical support is separate from genuine warranty matters and does not limit any rights you may have under the Australian Consumer Law. If you believe your enquiry concerns a product fault covered by warranty or consumer guarantees, please contact us before purchasing a support ticket.
