Aftersales Service

Global services for your requirements

Our service is designed to ensure the reliability of your machine and to
guarantee its availability. With proactive solutions that rule out
any contingencies as far as possible and structured procedures that ensure
the fast and smooth restoration of the machine’s functions in an emergency.

A large number of our services can be used online at any time,
or you can get personal help and advice from our specialists.

To the Online Support

Here you can directly request support and repairs for specific Lenze products
or order spare parts and call up technical data and documentation.

Simply enter the material number or scan the type plate with our integrated scan function.
All support information is immediately available to you at a glance.

[Translate to english (master):] Online Support Kontaktformular

Service Contact

Technical Support +49 5154 82-1111

E-Mail helpline.de@lenze.com

Sales Service +49 5154 82-3000

Mail service.de@lenze.com

Contact form

Support

Replacement requirement

Repair

Maintenance

Return merchandise authorization (RMA)

24/7 Helpline

[Translate to english (master):] Electronics Manufacturing

Support. Immediately.

Online support: How to receive the relevant information and services quickly and comfortably

Really fast, really easy: This is where you can request support and repairs for specific Lenze products directly or order spare parts as well as retrieve technical data and documentation.

Simply enter the material number or scan the nameplate with our integrated scan function. You will then be shown at once all the support information you need.

Call the support menu

Personal consultation over the Lenze Helpline

Do you have a question about the electronic and/or mechanical systems? Do you need on-site servicing? Or maybe you need some additional information about our services? Our experts will be happy to help you with these and many more queries in a personal talk.

You can get in touch with our specialists Monday through Friday from 8 am to 5 pm on this number: +49 5154 82–1111

Or send us a message by email to:
service.de(at)lenze.com

Lenze replacement requirement:

How to receive original Lenze replacement devices or spare parts quickly and comfortably

Are you using Lenze equipment and do you need to replace a complete device or some parts?
We can send you a corresponding offer very quickly with our online service.

[Translate to english (master):] Service Ersatzbedarf

Should you ever be unable to identify your device or do you have any questions regarding replacement?

Please feel free to contact your Lenze specialist directly: +49 5154 82-3000

Nobody repairs Lenze devices better than we do.

Original repairs from Lenze

In some cases, the fast repair of a high-quality Lenze drive may be a good alternative in terms of quality and economics to replacing the complete product. This helps you minimize costly downtimes in cases of emergency and means that you don’t have to keep large stocks of spare parts.

Register your repairs here.

The services of Original Repair at a glance

This way you get the best solution for a repair or a new product quickly and efficiently.

Condition Check

Repair

Express Repair

New quotation

Technical inspection
and testing of the entire
product and its
attachments for
functionality

Electronics
Electromechanics

Complete repair /
overhaul of the entire
product

Extension of the repair
performance through
shorter lead times
(On demand)

Offer for a new product
based on the defective
product

Details Condition Check

Electronics
Warranty	No liability for defects
Services/ Activities	Technical review and testing of the entire product Testing of individual components due to technical necessity, e.g. safety products
Testing	Result: Service report Test of all customer accessible interfaces Standardized function test In the area of inverters, a nominal load test up to 90KW is carried out, among other things Determination of the damage pattern at circuit part level/assembly level
Data backup	If possible, Storage of the customer application
Return	Possibly partially dismantled Depending on condition or damage
Electromechanics
Warranty	No liability for defects
Services/ Activities	Technical inspection and testing of the entire product and its attachments for functionality Electrical and mechanical Partial disassembly of the product, as far as necessary for the assessments. e.g. oil draining and opening of the gear unit
Testing	Result: Service report Insulation/high-voltage Functional test If necessary, via the customer-accessible interfaces
Return	Possibly partially dismantled Depending on condition or damage

Details Repair

Electronic
Warranty	24 months warranty on the functionality of the product
Services/ Activities	Technical review and testing of the entire product Testing of individual components due to technical necessity, e.g. safety products Troubleshooting (usually replacement of components) incl. preventive measures If necessary or possible
Testing	Result: Service report Test of all customer accessible interfaces Standardized function test In the area of inverters, a nominal load test up to 90KW is carried out, among other things Determination of the damage pattern at circuit part level/assembly level
Data backup	If possible, Storage of the customer application On customer request delivery with customer application Standard is factory setting
Updates/ Upgrades	Execution of HW/SW updates If technically necessary No functional changes
Return	After repair
Electromechanics
Warranty	24 months warranty on the functionality of the product
Services/ Activities	Technical inspection and testing of the entire product and its attachments for functionality Electrical and mechanical Partial disassembly of the product, as far as necessary for the assessments e.g. draining oil and opening the gearbox Troubleshooting incl. preventive measures If necessary or possible Replacement of wear parts, as well as damaged and worn-in parts (shaft replacement) If replacement at parts level is not practical, replacement of basic assemblies Gearbox, motor B-side attachments: Brake, encoder and forced cooling fan Repainting As far as possible
Testing	Result: Service report Insulation/high-voltage -Functional test If necessary, via the customer-accessible interfaces
Updates/ Upgrades	Execution of HW updates If technically necessary No functional changes
Return	After repair

Why original repairs from Lenze are best

Lenze repairs have a number of intrinsic advantages over those done by “small workshops” and these are advantages you don’t want to miss.

Quality

Repairing faulty devices by exchanging the faulty and possibly affected parts using nothing but original Lenze spare parts.

Impression

Repainting all electromechanical drives in a Lenze paint shop (if possible).

Promptness

Repairs are normally carried out within 10 working days.

Safety

24-month warranty on the fully repaired products.

Data transfer

Lenze saves the parameter set of a faulty inverter and installs this on a new device if necessary.

Professionalism

Analysis of the damage found, including consultation if you so wish. Make the most of our experts’ knowledge of applications!

Simplicity

Collection and delivery service or scheduled delivery by courier service, if you so wish.

Flexibility

If a repair proves to be impossible or does not make sense, we can reproduce your individual Lenze product (as agreed).

Lenze express services

If the Lenze repair or reproduction isn’t fast enough for you, we also offer these as an express service.

Do you have any further questions?

If so, simply get in touch with our experts. You can contact us Monday through Friday from 8 am to 5 pm at this number: +49 5154 82-1111

Or send us a message by email to:
service.de(at)lenze.com

Maintenance with a plan

Thinking ahead to ensure your machine’s availability

So as to ensure maximum machine availability, our maintenance package includes additional services that proactively safeguard your operations. We analyze your requirements together and come up with customized concepts based on our many years of expertise in this field.

Downloads

Inspection

Prevention

Optimization

[Translate to english (master):] Paket Logistik

Do you want to return goods to us?

RMA return material authorization with advance notice

The advance notice of your return with an RMA (Return Material Authorization) offers a number of advantages. Even before shipment or collection, you have the opportunity to report transport damage, defective, wrong or missing products to us. This kind of returns management allows us to take back goods in a structured manner and implement a quick and easy identification and processing of returns. This means you benefit from the fastest and best possible service, even when something has gone wrong.

Register your complaints and returned goods here.

Registering your returned goods has a number of advantages

Clarity
Substitute deliveries can be organized with you in advance and linked directly to your return delivery.

Effectivity
Registered goods can be diverted by us directly into the correct channels and help save on any time-consuming inquiries.

Planability
Binding agreements on collection and delivery service or scheduled delivery by courier service, if you so wish.

Professionalism
Analysis of the damage found, including consultation if you so wish. Make the most of our experts’ knowledge of applications!

Flexibility
If a repair proves to be impossible or does not make sense, we can reproduce your individual Lenze product (as agreed).

Promptness
If the Lenze repair or reproduction isn’t fast enough for you, we also offer these as a Lenze express service.

Do you have any further questions?

If so, simply get in touch with our experts. You can contact us Monday through Friday from 8 am to 5 pm at this number:
+49 5154 82-1111

Or send us a message by email to:
service.de(at)lenze.com

Fast help, 24 hours a day

24/7 Lenze expert helpline

Faults occur outside of normal office hours too! Which is why you can also rely on us seven days a week, 24 hours a day in an emergency.

Call the number shown below from anywhere in the world to talk to a Lenze expert: 008000 24 46877 (008000 24 hours).

For the maximum availability of your machine

Worldwide 24-hour expert helpline
Available for you 24/7, 365 days per year
In more than 30 countries: Details of your local contact person can be found here!
Team of experts for Germany: 20 service technicians and engineers
24-hour delivery service for available Lenze products
Urgent fitting/repair service – management of logistics and direct courier processing
On-site incident management and fault analysis: 8D cause analysis