Inquiry Regarding Scheduling and Scope of PM Plan NXB-KIT-921-013 for R-50 Robot

Description

We recently purchased the NexBot Robotics 921-013 Preventive Maintenance Plan for our facility. We have been trying to schedule the initial on-site visit for our R-50 series robot on the primary assembly line. We submitted a request through the online portal two weeks ago for a service window during the first week of next month but have not received a confirmation or follow-up from our regional service team. Our production schedule is extremely tight, and we need to get this scheduled to avoid any unplanned downtime. Additionally, we would like to confirm if the standard service checklist for this plan includes a detailed inspection and potential recalibration of the J5 (wrist pitch) and J6 (wrist roll) axes. We've noticed a minor, intermittent positioning error after high-duty cycles, and we want to ensure the technician is prepared to address this during the PM visit. Can you please assist in getting our service scheduled and clarify the scope of work covered under this agreement?

Symptoms

• Unable to get a confirmed date for on-site preventive maintenance.
• Lack of response from scheduling portal or regional team.
• Uncertainty about the service scope included in the PM plan.
• Concern about a potential positioning issue on a specific robot axis.

Resolution

The customer's scheduling request was escalated to the regional Field Service Manager. Direct contact was made with the customer to coordinate a service date that accommodated their production schedule. The service visit was confirmed for the requested window. We also clarified that the NXB-KIT-921-013 Preventive Maintenance Plan includes a comprehensive diagnostic review of all axes, including backlash and repeatability tests. The on-site technician will be prepared to perform a recalibration of the J5 and J6 axes on their R-50 robot if the diagnostic tests indicate it is necessary. The customer has confirmed the scheduled date and is satisfied with the defined scope of work.

Resolution Steps

1. Reviewed the customer's active service agreement for the NXB-KIT-921-013 plan.
2. Escalated the scheduling request internally to the appropriate Regional Field Service Manager.
3. The manager contacted the customer directly via phone to bypass the portal queue.
4. A firm date for the on-site preventive maintenance visit was scheduled and confirmed with the customer via email.
5. Confirmed with the customer that the standard PM checklist includes full diagnostic and calibration checks for all robot joints, addressing their specific concerns.
6. Set a follow-up reminder to ensure the service is completed as scheduled.
7. Closed the case after receiving confirmation from the customer that their request was fully resolved.