Call out service commitment
We are committed to providing quality workmanship in a timely manner, with minimal disruption and, where practical, without the need to re-attend.
For service bookings please call 02 9676 5114 or complete our online service request form
Call Out Fee (inc up to 100km of travel): $110.00 (+GST)
Service fee per hour: $140.00 (+GST)
A pre-payment of $ 275.00 including GST is required for all bookings. This covers your Call Out Fee and First Hour.
Our Request To You
In order to assist with reduced call out costs please provide accurate make/model number and as detailed description as possible of the problem or service requested.
Please ensure unimpeded access to the machine at the scheduled appointment time. It is helpful to clean the machine and area of swarf and other rubbish so that the technician can begin work immediately. This can reduce the time taken for a service and therefore directly reduce the invoiced costs.
Luna Machinery Call Out Fees and Definitions
A Service Call Out is at the request of a Company and/or approved person, for the purposes of a Luna Machinery appointed technician to attend a site for the repair or servicing of a Luna Machinery supplied product or similar products. A Service Call Out is by appointment only and at your specific request.
Standard Call Outs are by scheduled appointment during normal business hours, at our convenience and a mutually agreed time.
The standard call out fee is $110.00 (ex GST) and includes 100km travel from our Kings Park facility Thereafter, labour is charged at $140.00 (ex GST) per hour. Long distance travel by negotiation.
The Service Call Out fee will only be charged for the initial visit. If the fault is unable to be rectified at the initial visit, further visits will be by agreement and associated costs will be estimated and discussed in advance.
Technicians carry an extensive range of parts, but on occasion further parts may be required and we will advise this as soon as practical. Detailed information as to the nature of the problem and make/model of the machine can aid the technician in bringing a selection of suitable parts.
Parts and consumables are not included in the service fee. These will be billed in addition to the labour charge and will be based on parts supplied and/or installed. All parts are supplied with a 12 month warranty on their repair or replacement if found to be faulty due to a manufacturing or installation fault.
Luna Machinery Service Terms & Conditions
All appointments are confirmed at the time of booking. Upon confirmation of your booking, you are agreeing to Luna Machinery Terms and Conditions and should therefore be aware that you have entered into a binding contract, whether verbal or written.
Before we attend onsite, the agreed Service Call out charge and First Hour needs to be pre-paid. Any broken appointment will still incur the call out charge unless Luna Machinery has been sufficiently notified in advance of our technician attending.
Our Service Technicians are extensively trained in all Luna Machinery equipment and will endeavour to identify and resolve all problems as quickly as possible. There may be an event in which the problem cannot be replicated at the time of Service Call Out which may make diagnosis and repair at that time not possible. The Service Call Out charge for that visit will still apply but a subsequent visit within a reasonable time frame to further investigate may be provided free of charge. Long distance fees may still apply.
Payment terms for all service call out associated invoices will be 7 day net.
Service call outs will not be conducted if there is an outstanding invoice. Service Call out invoices that remain unpaid after 30 days may attract debt collection procedures and future service call outs will be required to be paid in advance.
Spare parts will be an additional cost to the service fee.
If you need a spare part and are familiar with replacing it you can order spare parts through this website and we will ship to you directly. Shipping time on in stock items 1-2 days.