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It’s Not All About the Warranty? It’s About the Action!

The Importance of A Good Product Warranty –

STM Canna’s processing machines are engineered to last a long time. The RocketBox cone filling pre-roll machines and Revolution commercial herb grinders are constructed out of stainless steel and aluminum, and assembled with industrial-grade components. The motors alone have a life expectancy of 10-years. All of our machines are backed with a full 1-year parts and labor warranty.

What Does A Good Warranty Really Mean?

A good warranty means that STM Canna guarantees the equipment you are purchasing is of good quality without manufacturing defects. It means that if a part fails within that 1-year period, we will take care of it. We have even taken care of customers who bought our equipment second hand.  Whatever the circumstance, a warranty, or company for that matter is as only as good as their action. 
Warranties build confidence, trust and set expectations between the business and client. They also serve as protection for both the business and customer. The client knows that if they experience a problem, they have a right to request that the business will manage and take care of any issues as per their terms and conditions.

What If There Is a Problem?

In the rare event that there is a problem, contact our Client Services department immediately. They will happily assess the situation to make the best determination on how to move forward to resolve your issue as quickly as possible.  Our Client Services team is well-trained and knowledgeable on all equipment related issues from simple questions and in-depth training to the most complex issues which may arise.

 

What Are the Expectations from Clients?

STM’s Client Services staff are experts in handling requests in a timely manner. We have level techs on standby to ensure that all of our 550+ clients receive the proper attention and support which best matches the severity of the issue.
STM Canna’s ultimate goal is to ensure that you are completely satisfied with our service and the resolution of your case. 
We will:

  1. Treat you with respect and treat you fairly.
  2. Listen to your concern and identify the best course of action
  3. Take responsibility to resolve the situation.
  4. Keep you updated with open lines of communication.
  5. Resolve the situation within a reasonable and timely manner.

What Are the Client Expectations from STM Canna?

We all have the same goal in mind – to resolve whatever the issue is to get you up and running as soon as possible. This is NOT a one way street. In order to assist us so we can assist you, we ask for a few things from our clients.

  1. Be kind and courteous when speaking with our staff about your issue.
  2. Be thorough and clear in your explanation of any issues.
  3. Be prepared to document the problem with photos and videos when requested.
  4. Be patient and set realistic expectations on a resolution and timeline.
  5. Don’t take advantage of our good intentions and company.

Kindness Is a Gift

Be kind to our Client Services team and customer service personnel in general. They excel at what they do and work hard each and every day.  Being kind is a choice which should be appreciated and not just something you expect. Do not try to manipulate people and take advantage of the kindness of others, especially customer support personnel.
Jeff Bezos once said

“It’s harder to be kind than to be clever. It’s the difference between gifts and choices. Cleverness is a gift. Kindness is a choice.”

Our Goals Are the Same!

We want to make sure our clients are well taken care of. Not only do we offer the best pre-roll machines and industrial cannabis grinders in the business, we pride ourselves in superior and outstanding customer service. If there is an issue, we will work with you to find a solution. We stand behind our products 100%.

We want clients to be happy with our products. We want to build that trust to get your repeat business.
We want you to know that if there is an issue, STM will take care of you in a timely manner. STM Canna has hundreds of happy customers in 37 States and 6 countries.
STM Canna
ClientServices@stmcanna.com
(509) 204-3164

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