MPower Complete Customer Care Puts Customers Ahead


November 23, 2021

At Mazak, customer satisfaction and uptime come first, and MPower takes care of every aspect of support to make your life easier. With one point of contact for everything you need, MPower adds enormous value throughout the life of each machine tool. Streamline the parts-ordering process, avoid costly service calls, get the right parts without delays and teach your team the latest techniques without taking time away from production. MPower’s innovative remote technologies also help you save the cost and time of in-person service calls to identify replacement parts.

Through a simple mobile or web app, MPower’s Remote Assist enables Mazak’s technicians to send you work instructions, identify parts and demonstrate procedures. Remote Assist can eliminate diagnostic visits for parts identification before replacement orders and save you days of downtime. This service also can answer questions directly at the machine, guiding less-experienced operators through procedures with confidence. Mazak’s technician sees what you see and shows you how to complete a process with confidence.

When you need parts, MPower makes it simple to order them. They guarantee lifetime parts support on every Mazak. Contact a specialist in the extended-hours call center of their Parts Department six days a week, or order through their online PartsWeb service and track your order to your door, including emergency after-hours shipments. While you’re on PartsWeb, search for part numbers, check prices and verify in-stock status.

Once you place an order, you tap in to nearly 500,000 unique part numbers in Mazak’s stock of replacements and unit inventories. For fast delivery, their Parts Department ships 97% of parts orders the same day from more than $390 million in inventory.

Need support? MPower gives free answers with a guaranteed 1-hour response to any technical question on Mazak’s 24-hour support hotline, free software upgrades and three years of free operator training with every Mazak. They can dispatch a Mazak service engineer to your shop in 24 hours for most problems that need onsite support. Mazak’s network of more than 300 factory-trained direct service representatives and certified distributor personnel backs up their comprehensive 2-year parts and labor warranty for every customer.

When you need quick access to information about your account, log on to MPower’s new online My Mazak service portal. Open a service ticket, check the status of a service ticket, and check service history.

Along with parts, service and assistance, MPower means in-depth access to training classes for shop personnel at every skill level. Their Mazak On-Demand Learning (MODL) system provides more than 100 in-person and on-demand courses to help you boost your knowledge of operations, maintenance and programming. If you need tailored instruction, they can customize onsite training just for your shop, or you can choose from a long list of essential classes and learn when and where you want. MODL helps new operators develop their skills and experienced personnel advance to new levels of mastery.

Without a working spindle, you’re looking at downtime, and when you need spindle service, MPower supports you with ISO certified repair/rebuild capabilities. They have more than 700 new and refurbished spindle variations in stock for quick shipment – 97% on the same day you order. To get your spindle to you quickly, they maintain more than $54 million in global spindle inventory.

If you send Mazak a spindle for repairs or rebuilds, they won’t keep you waiting. They turn around your job within 3-5 days – and while your spindle is there for service, track it online through each step in their ISO 9001:2015 certified facility. To ensure high-quality service, every spindle receives a full runoff and benchmarking, and they provide a 1-year or 4,000-hour warranty on Mazak-certified installations.

When you need application expertise, runoffs or guidance on machine selection, Mazak will back your machine through their North American network of eight Technology Centers and five Technical Centers. They’re nearby and ready to support you with expertise and onsite demonstrations.

You can count on Mazak for the machine tools you need and the support to keep them running. MPower Complete Customer Care gives you one-stop assistance for every Mazak at every turn. They are with you every step of the way, from the moment you put a Mazak on your shop floor through the last day it cuts parts. That’s just one more way that Mazak puts customers first.


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