General information

I need technical support. How can I get it as fast as possible?

In general, you always have the opportunity to reach our team through the contact person indicated under contact information.

If you need assistance outside of our regular opening hours, you can contact our service manager Ali Caliskan at any time in the event of an emergency. He can be reached on his mobile phone +49-(0)1520/1501242 or alternatively by email at A.Caliskan@peiseler.de.

Where do I have to send my subdevice if I would like to have it repaired/ overhauled/converted?

Delivery address:

Peiseler GmbH & Co. KG
Morsbachtalstr. 1 + 3

42855 Remscheid, Germany

What are the opening hours and when can I bring my subdevice by?

Opening hours for incoming goods:

Monday to Friday: from 7:30 to 12:00 and from 12:30 to 3:00 pm

Are there shipping instructions for returns that should be processed under the warranty?

Shipping instructions:

For shipments up to 31.5 kg, please only use the parcel service UPS. Please indicate our UPS customer number 639 833 on the shipment order.

For shipments over 31.5 kg, please contact our own forwarding agent Schmidt-Gevelsberg:

Schmidt-Gevelsberg GmbH & Co. KG 
Prinzenstrasse 52
58332 Schwelm, Germany 

Telephone: +49-(0)2336/499 0
Fax: +49-(0)2336/499 101241
Email: michael.kahler@schmidt-gevelsberg.com

Please bear in mind that we cannot accept invoices from other freight forwarders for economic reasons. You will be responsible for the differential amount and a processing fee if another haulage firm is used.

Do you offer maintenance agreements?

Yes, please contact our service team if you are interested in one. We would be happy to prepare an offer for you and your subdevice.

Do you offer rental equipment?

No. Most of our subdevices are one-off productions or are part of very small production runs, which means the variety of devices is too great for us to cover all of the variants we produce. Furthermore, the effort for the disassembly and reassembly of the subdevice in the machine and the subsequent reprocessing of a rental device would be so high that the costs would outweigh the benefit.

Have you thought about the option of using a replacement device?


What type of support will I receive when the subdevice is put into operation?

We would be happy to assist you with the initial operation of your Peiseler subdevice. Please set up an appointment with our service department so that we can schedule one of our service technicians in good time. Our technicians will support you with installation in your machine, be present during the test run, and carry out function checks for the subdevice (e.g. torque inspection, etc.).

Please bear in mind that we do not interfere with the machine manufacturer’s interface!

Can I reconfigure my subdevice or have it modified?

Yes. We offer the option of checking whether your subdevice meets the latest requirements and whether it can contribute to increasing productivity by being altered or modified. To do this, we work closely with our research and development team.

Where can I find the maintenance and inspection schedule?

The maintenance and inspection schedule can be found together with the instruction manual that was included with delivery.

What is the difference between the serial number (S/N) and identification number (ID no)?

The S/N is the single and clearly identifiable number of our subdevice (similar to the vehicle chassis number of a car). In addition to accessing general master data, the S/N can be used to access order-related data, such as the revision / as-delivered condition, the bill of materials (can deviate from the manufacturing parts list), records of inspections, repairs, etc. that have already been carried out. The S/N is what we use to provide you with all the information you require.

Identification number or also known as the material number. This information is normally helpful but is often not sufficient, since it is not linked to all of the order-related data. With this number, we can only provide the so-called master data. We would like to explicitly point out that there is an increased risk that you will receive missing information or incorrect replacement parts when this number is used. We always recommend you use the serial number to identify your subdevice.

How can I find the serial number (S/N)?

The S/N of the subdevice can be found on the nameplate. This nameplate is attached to the subdevice’s casing. The nameplate may be concealed by a covering (machine manufacturer). If this is the case, you will have to remove the covering or check the documentation of the machine.

What can I do if I do not have any serial number (S/N)?

If the S/N cannot be found, you can tell us the ID no. as an alternative. This number also helps us to provide you with the information or replacement parts, etc. you need. However, we would like to point out that using this number may result in us giving you incorrect information and/or replacement parts. Only the S/N gives you the assurance that you will receive the correct information or parts.

If you do not have any ID no. available, please contact us. We will help you find a solution.

Can I purchase jigs and special tools from you?

No. We do not sell jigs or special tools.

What oil do I have to use when changing the oil or adding oil?

You can find information on oil in the instruction manual that was included with delivery.

The subdevice delivered by Peiseler does not have the properties promised. How can I lodge a complaint?

Our Complaint Management department will ensure that you are provided information in a timely manner, and if necessary, that you receive an additional delivery and/or have the defects rectified.

Replacement parts

Do you offer replacement devices?

Yes. We look forward to hearing from you and would be delighted to prepare a relevant offer; please remember to indicate information about the subdevice you are presently using.

How can I request/order replacement parts?

Please send your request/order to the contact person indicated under the contact section.

When do I have to order the replacement parts by? Will they be sent out on the same day?

Express orders that we receive by 2:00 pm the latest are processed on the same day and replacement parts are sent out if they are in stock.

How much does the express service cost?

We have consciously decided not to apply express fees to any orders. We aim to provide you fast and straightforward assistance.


How are repairs undertaken?

As soon as your subdevice arrives at our facility, you will receive a confirmation of receipt from us, which indicates your order number or delivery note number as well as our communication number. You will receive our cost estimate a short time later (usually about 1 week). The confirmation of receipt will contain the appraisal, the parts to be replaced and the work to be carried out as well as the repair costs and delivery period. You can decide whether you would like us to undertake the repairs. Once you approve the repair costs, we will start with the repairs.

What services are included in the repair?

Repairs at the Peiseler facilities normally include:

  • General function check
  • Disassembly
  • Cleaning
  • Servicing
  • Possibly adaptation work
  • Assembly
  • Final inspection including test report
  • Varnish

You will receive a detailed list with our cost estimate.

Can repairs be done on my premises?

Of course. Yes, please contact our team if you are interested in on-site repairs. We would be happy to assist you with a suitable solution.

What happens if I decide not to have my subdevice repaired?

If this is the case, we will scrap your subdevice properly or return it back to you unrepaired and dismantled, thereby discharging us from liability.

For the sake of the environment, we kindly request you refrain from unnecessary haulage.

Is preparing a cost estimate free of charge?

No. We charge a fee for cost estimates. However, we only invoice the costs incurred.

Why isn’t there a flat rate for preparing a cost estimate?

Every subdevice is different, which is why the effort for preparing the cost estimate always varies as well. In the interests of maintaining a fair partnership approach in the way we deal with our clients, we have consciously decided to only invoice costs that are actually incurred.

Why would you send my subdevice disassembled if I were to decide against having it repaired?

It is not possible to reassemble it with the old and/or defective parts.


Where do your technicians travel from?

All of our technicians travel from our HQ in Remscheid.

What does a technician cost?

We would be happy to make you a detailed offer.

How fast can your technician be at our facilities?

We generally have a short reaction/lead time of 24 hours. Usually our technicians can be at your facilities within 2-3 days max. However, we can adjust our visit to meet your specifications so that our technician’s assignment can be optimally integrated into your production processes.

Will your technician bring all the replacement parts required with him?

In principle, yes. Our technicians take replacement parts with them for parts or periphery parts that could be the potential cause of your problem given your description of the error. If it is determined on site that additional materials are needed, we will send these materials by express, next-day delivery.

Do I have to pay for all the replacement parts that the technician brings with him?

No. We will only invoice you for the replacement parts that are actually installed. You will receive a list of these parts together with the technician’s report.

I still have some replacement parts in stock. Can your technician install them?

No. You will receive a warranty on the installed parts and the work carried out from us. We cannot accept any liability for things such as proper storage of the replacement parts and/or period of storage.

Are the technicians freelancers?

No. All technicians are specially trained and fully employed by us.

Do I have to book a hotel room for your technicians?

No. Our technicians will organise their accommodations themselves. However, any recommendations and/or referrals to hotels with company rates are naturally welcome.

Engineer the competitive edge.