Frequently Asked Questions
DOCUMENTATION & MACHINE INFORMATION
The machine nameplate can be found on the upper right-hand corner of the main electrical cabinet. The nameplate also contains other useful information such as the power consumption data and UL rating, for example.
Yes, we will provide you with free copies of all documentation in electronic format upon receipt of the machine serial number and proof of ownership. There is a small fee for paper copies.
Yes, we have copies of these programs and settings in the most current format and “as shipped” original format. If you have any electrical device fail, simply contact a Replacement Parts Representative to order the part and specify you want the device pre-programmed. We will send you a device ready to plug into your machine ready for production. Note, some components may require further updates such as firmware and software revisions. To receive more information on this topic, contact the Technical Service department at 320.763.5507 or email service@douglas-machine.com. Please have your machine serial number available.
Since 2015, Douglas has attached a quick reference inside the main electrical cabinet door. Other component fault codes can be found through Google by typing in the manufacturer’s name, model and fault code. If you still cannot determine the fault code meaning, contact the Technical Service department at 320.763.5507 or email service@douglas-machine.com. Please have your machine serial number available.
PARTS
Douglas has a wide range of enhancements for your machine ranging from reliability to environmental improvements. To receive more information on this topic or a free enhancement catalog, contact the Technical Service department at 320.763.5507 or email service@douglas-machine.com. Please have your machine serial number available.
Place your order for in-stock parts by 4:30 pm CT (Monday through Friday), specify UPS Next Day Air and get next day delivery to most U.S. destinations … guaranteed! In the unlikely event your qualifying order is not delivered the next business day, we’ll credit the difference between UPS Next Day Air and UPS Ground. Other options include same day flights, courier services and pick up at our Alexandria, MN facility.
Yes, we provide a couple of different options. Our PartsPlus program is provided at no charge. Contact our expert Parts team with your machine serial number and which section of the machine or assembly you would like to rebuild. We will review the prints and recommend typical parts that should be replaced.
A second option is to schedule a service technician to visit your plant, inspect the machine and identify parts that are worn or failing. The technician will submit the report to our parts team along with the marked up prints. The parts team will provide a competitive quotation for the parts and our technician can be scheduled to install those parts (normal technician rates apply).
UPGRADES
Douglas has a wide range of enhancements for your machine ranging from reliability to environmental improvements. To receive more information on this topic or a free enhancement catalog, contact the Technical Service department at 320.763.5507 or email service@douglas-machine.com. Please have your machine serial number available.
A Douglas machine is designed to last far beyond the life of any product and typically flexible enough to be modified to run many different configurations. To receive more information on this topic, contact the Technical Service department at 320.763.5507 or email service@douglas-machine.com for a free quote. Please have your machine serial number available.
SERVICE AND SUPPORT
Under normal circumstances, we ask for a minimum of 2 weeks’ notice. During the recent COVID-19 pandemic we have been experiencing a surge in service requests. Please allow 4 weeks’ notice for the foreseeable future.
Douglas Technical Support switchboard is active from 7:00 am to 11:00 pm CT Monday through Friday and 8:00 am to 5:00 pm CT Saturday and Sunday. All other times, the switchboard is forwarded to a live answering service. We have a senior on-call technician supporting these hours and tasked to respond to every call within a half hour of receiving the call.
We have several ways of connecting to equipment remotely. To receive more information on this topic, contact the Technical Service department at 320.763.5507 or email service@douglas-machine.com. Please have your machine serial number available.
Yes, we have a Technical Advisor dedicated to working with our customers to develop comprehensive and affordable maintenance programs to ensure optimal performance and reliability. To receive more information on this topic, contact the Technical Service department at 320.763.5507 or email service@douglas-machine.com for a free quote. Please have your machine serial number available.
Yes, we have a wide variety of formal and customized training options available to train maintenance and operators at any skill level. We can also help to develop training aids and materials to assist in the consistent performance of your equipment. To receive more information on this topic, contact the Technical Service department at 320.763.5507 or email service@douglas-machine.com. Please have your machine serial number available.
New machine orders are also eligible to add GuidePoint™ as an option for their machine. This tablet-based knowledge and support center empowers your workforce and drives productivity by providing comprehensive content and information at the point of need.
Yes, Douglas has a staff of highly trained Regional Service Technicians, strategically located across the United States, that are available to provide up to 4 hours of free service throughout the year. This time can be used to evaluate the equipment, provide tune-ups, training or spare part assessments. To receive more information on this topic, contact the Technical Service department at 320.763.5507 or email service@douglas-machine.com. Please have your machine serial number available.
