Service Requests
Service Requests & Support
At AUTOMATED SERVICES INTERNATIONAL (ASI), we stand behind the equipment we sell and the service we provide. Our goal is to respond quickly, communicate clearly, and keep your equipment operating reliably.
Please review the guidelines below before submitting a service request.
How to Request Service
You may request service in one of two ways:
- Submit the Service Request Form below (preferred)
- Call our office directly (phone number listed on this website)
To help us serve you efficiently, the form requires:
- Equipment Make
- Equipment Model
- Equipment Serial Number
If you need service on multiple pieces of equipment, please submit a separate ticket for each unit. This helps our team track parts, labor, and technician scheduling accurately.
Phone Support
Customers Who Purchased Equipment from ASI
All machines purchased from ASI include one (1) year of free phone support.
After the first year, paid support options will be available. We are currently finalizing those plans and will update this page once available.
Customers Who Did Not Purchase Equipment from ASI
Phone troubleshooting support is available at:
- $95 for the first hour and $20 for each additional 15min
- One-hour minimum
- Credit card required before support begins
Our technicians will work with you over the phone to diagnose issues and determine next steps.
Field Service (On-Site Service)
For on-site technician visits:
- $135 per hour
- Travel time included from our warehouse in Gastonia, North Carolina
- $1.00 per mile (in addition to hourly rate)
- Parts are billed separately if required
We will provide estimates when possible, but final billing is based on actual time and materials.
In-House Service
If equipment is brought to our facility:
- $105 per hour
- Parts billed separately if required
Parts
If replacement parts are needed, parts will be billed in addition to labor. We use quality components and will confirm pricing before ordering when possible.
Volume Service Programs
We offer customized service programs for large operators, corporate clients, multi-location businesses, and institutional facilities. If you manage multiple machines or properties, contact us to discuss structured support programs.
Equipment We Service
Our team works on a wide range of equipment, including:
- Full-line vending machines (all makes and models)
- Bean-to-Cup coffee machines
- Visi-coolers and freezers
- Refrigeration systems
- Bill validators and coin mechanisms
If you're unsure whether we service your equipment, submit a request and our team will advise.
Our Commitment
We are continuing to refine and improve our service systems to better support our customers. Clear communication and accurate equipment information help us respond faster and more efficiently. We appreciate your business and look forward to serving you.
Frequently Asked Questions
How quickly will someone respond to my service request?
Our team reviews tickets during normal business hours. Response times vary based on current service volume, but we aim to respond as quickly as possible. Submitting complete equipment information (make, model, serial number) helps us respond faster.
Do I need to submit multiple tickets for multiple machines?
Yes. Please submit a separate ticket for each piece of equipment. This allows us to track parts, labor, and technician scheduling accurately.
What information should I have ready before calling?
Please have the equipment make, model, serial number, and a clear description of the issue available. Photos or short videos can also help speed up diagnosis.
Is phone support free?
Customers who purchased equipment from ASI receive one year of free phone support. After the first year, paid support options will apply. For non-ASI equipment, phone support is billed at $75 per hour with a one-hour minimum.
What areas do you service on-site?
We provide field service within a 100-mile radius of Gastonia, North Carolina. Mileage charges apply at $1.00 per mile in addition to hourly labor.
What if I am outside the 100-mile service area?
Contact our office to discuss options. In many cases, equipment can be transported to our facility for in-house service.
Do you provide parts only?
Yes, we can provide parts when available. Please include your equipment details when submitting a request so we can verify compatibility and pricing.
Service Area
ASI provides on-site field service within a 100-mile radius of our warehouse in Gastonia, North Carolina.
If you are located outside of this radius, please contact our office to discuss potential service options or equipment transport to our facility.
On-site service available within approximately 100 miles of Gastonia, NC. Mileage charges apply at $1.00 per mile in addition to hourly labor rates.