Wemo customer support – Your partner for smooth and efficient automation

2025-04-14

In an automated production environment, reliable operation and minimal downtime are crucial for profitability. That’s why Wemo’s customer support plays a key role in helping our customers resolve technical issues quickly and efficiently. From urgent breakdowns to optimizing production processes, we are here to provide the support you need, when you need it. But what’s the best way to contact us? What can you do before calling? And how can you extend the lifespan of your automation? We spoke with Henrik Syrén from our customer support team to answer some of the most common questions.

Henrik Syrén

How we help – Common support cases

Every day, Wemo’s support team handles a wide range of cases via phone and email. Questions vary from basic functionality inquiries to urgent assistance with production stoppages. Regardless of the issue, our goal is always the same: to quickly identify the problem and provide the most efficient solution.

Some of the most common questions we receive include:

Error codes & troubleshooting – Especially on older robot models. We help interpret error codes and guide customers through solutions. If needed, we can also dispatch a technician quickly to resolve the issue on-site.

Spare parts & delivery times – Customers frequently ask about the availability and lead times of specific spare parts. Our priority is to deliver parts as fast as possible to minimize downtime.

Optimization & modifications – Many customers want to upgrade or improve their existing robot cells. In these cases, we often collaborate with our design team to find the best solution for each specific production setup.

Need fast support? Follow these steps:

1. Have your robot serial number ready – This allows us to access the correct documentation immediately.
2. If you’re dealing with mechanical damage or a collision, take some photos and send them via email before calling.
3. For alarms, check what the alarms indicate and whether they can be reset. The manual often provides quick guidance.

Avoid common mistakes – Get faster assistance

We understand that when production is down, every minute counts. One common mistake is calling in without the right information on hand. For example, if you say, "There’s a problem with the machine in the corner," but are far from the robot, it’s difficult for us to assist efficiently.

Another frequent issue is when customers report "a bunch of alarms" but cannot specify which ones. Solution? Stand by the robot and have the alarm information ready – this allows us to guide you more quickly.

Tips for efficient troubleshooting before calling:

• Check the alarm messages – Can they be reset?
• Refer to the manual – It often contains quick fixes.
• For mechanical damage – Send photos first, then call.

To keep your automation running at peak performance, we recommend annual service visits from a technician, along with regular daily maintenance. If you suspect a problem, book a service visit in advance! This allows us to schedule maintenance during a planned downtime, such as a tool change, rather than dealing with an unexpected production stop.

A hidden gem – The accessory you didn’t know you needed!

One accessory that many customers don’t know about but can make automation easier and more organized is our retractable cable management system for W-HP7-12 (part no. 72003333).

This cable reel can be mounted on the wall and allows you to pull out exactly the amount of cable needed for the control pendant. When the pendant is not in use, the cable smoothly retracts, freeing up space and reducing clutter in the cell.

Customers who have tried this are extremely satisfied – and we believe more could benefit from it!

Long-term reliability – How to prevent downtime

Production stops are costly, but they’re often avoidable. The best way to keep your automation running smoothly is to be proactive.

Our best tips for a reliable production:

• Schedule maintenance in advance – Annual service extends the lifespan of your automation.
• Perform daily maintenance – Small actions can prevent major issues.
• Address potential problems early – Don’t wait until the robot stops working.

Need support? We’re here to help!

Whether you need urgent assistance, want to optimize your production, or need the right spare parts, Wemo’s customer support team is ready to assist you.

Contact us directly
Order spare parts in the Wemo Webshop

We look forward to helping you keep your production running – every day!