How to Purchase Technical Support
Technical Phone Support
Technical phone support for Pay As You Go Customers is available from 9am to 5pm Monday to Friday.
You must purchase support prior to receiving a call from our Technical Team.
This service is for those customers who have machines which are no longer on the service and maintenance contract program. Support for your robotics can be accessed on a pay as you go basis and the starting point is a call with a qualified Willach technician who will attempt to troubleshoot and then diagnose your issue remotely.
To gain access to the phone support, pre-purchase 30 minutes of phone support. One of our technicians will call you within 24 hours of receipt of payment of your order Monday to Friday 9am-5pm (AEST).
If your issue cannot be resolved and requires a mechanical technician to attend your pharmacy, within 72 hours you will be quoted the repair costs including time, travel and parts. Upon acceptance and an upfront payment, your job will be scheduled at the next available time and communicated with you. The balance of payment including parts used will be required within 7 days of the repair being undertaken.
(This service is not available on Saturday and Sunday or Public holidays)
Any IT changes e.g. a change to your dispense software provider and/ or changes to your server will be quoted. Full payment upfront will be required.
If you have any questions in relation to the pay as you go support program, please contact your Regional Manager.