During the busy construction season, a customer contacted our technical support asking for help. The customer owned an SCI48 Trim-A-Slitter™, and was slitting 12” pieces from 48” coil. Unfortunately, his 12” weren’t cutting straight. Our expert technical staff walked the customer through how to measure the alignment of the knives in relationship to the fixed guide. Using a common framing square, technical noticed that the fixed guide had come out of alignment. Once technical determined the issue was with the fixed guide, they were quickly able to assist with the adjustments and have the slitter operation working to customers specifications.
Another common question technical support might get “I just pulled my new brake out-of-the-box, and it seems really hard to unlock.” When we ship new brakes, we lock them very tightly to secure them for shipping and they require some pull to unlock for the first time. This is a normal situation, but feel free to contact technical if you require assistance.
When you need information on tools, accessories, parts, or product maintenance, our trained technical specialists are ready to answer any questions you might have with your Van Mark products. Great customer service starts when you call Van Mark. Your calls to us are handled by real representatives, not an automated phone queue system. We believe that quality is a by-product of excellent customer service.
We offer many ways to contact our technical department. You can Call Technical at 1-800 VAN MARK (1-800-826-6275). Our technical service hours are from 8:00 am to 4:00pm EST, Monday – Friday. You can email our technical staff at firstname.lastname@example.org, or fill out our technical support form on van-mark.com, and we will reply as soon as possible. Sometimes emailing an image to our technical department can greater help us to identify your concern. Having your model and serial number also helps our technical department expedite the process. We look forward to providing excellent service and quality products to our valued customers.