Customer Care FAQ

Simply contact us at 1.800.447.6690 to speak to one of our friendly and knowledgeable West Customer Care Representative directly. Customers can also update our marketing mailing register by registering their new address information with our Marketing Dept to ensure that they receive all pertinent new product launch, Webcast and newsletter information that relates to their purchase.

To be added to our mailing list, simply register yourself using our Mailing List Form located on the home page. For general inquiries or to be removed from our mailing list, simply fill out our General Inquiry Form (or call a West Control Solutions Care Representative).

To order West Process Controls product literature, email your request to our literature fulfillment department or call them directly . Literature processing is usually prompt and occurs within 3-5 days.

A restocking charge of 25% is typically applied to cancelled or returned West Control Solutions  goods with the exception of customized and rush order products which are built to order and non-returnable. Consult your West Control Solutions Customer Care Representative for more information on our cancellation and return policy.

Consult your West Control Solutions Care Representative for cancellation inquiries or email us  for prompt assistance.

NOTE: Built to order custom products and RUSH order products are not returnable.

A restocking charge of 25% is typically applied to cancelled or returned DICG West Process Control goods with the exception of customized or rush order products which are non-returnable. Consult your West Control Solutions Care Representative for more information on our restocking policy.

Refer to our helpful West Control Solutions Distributor Locator for quick access to the distributors in your region.

Yes. Refer to our helpful West Online Distributor Sales Locator for quick access to the global West representative in your region of the world.

Contact our cutomer services care representative to be considered and to find out how to become a member of our Distributor and Channel Program.

A restocking charge of 25% is typically applied to cancelled or returned DICG Process Controls goods with the exception of customized and rush order products which are built to order and non-returnable. Consult your West Control Solutions Customer Care Representative  for more information on our cancellation and return policy.

Check the West packing slip against the items received to ensure that all items have arrived that were shipped. If you received an incorrect item and the item is listed in the packing slip, contact your Customer Care Representative

If an item appears on the packing slip but has not arrived, it may still be in transit, contact your Customer Care Representative and be sure to have the following information ready: Customer #, Invoice #, Model #

A West Control SolutionsCustomer Care Representative will assist you in obtaining a replacement for any damaged items received. Notify your Customer Care Representative of any damaged shipment you receive by emailing. When e-mailing, please provide a brief explanation" and if the package was damaged. Also be sure to include a description of the location and amount of damage on the package.

Simply send an email within one business day. Please be as specific about your problem as possible and include Product, Brand, Model #, Serial # and Purchase Order # as well as any pertinent Application details. The more information you give us, the more quickly and more thoroughly we can solve your problem.

To inquire about the status of your RMA, call us at a customer care representative. Be sure to have your West Model # and Manufacturing Date Code available when you call.

Delivery on West Control Solutions Controller and Recorder products is 3 business days; For our "customer-ized" custom product orders, consult your Customer Care Representative and the factory for exact lead time information.

Note: Individual models have exceptions.

A minimum order charge will apply, contact you local customer care representative for details. 

NO premium charges are applied to West Controller orders with the exception of some Return Material Authorizations (RMA's). Consult your West Control Solutions Customer Care Representative  for information on RMA rush charges that may apply to on your return/repair authorization request.

Contact you local West Control Solutions customer care representative to dicuss

YES. DICG does offer a direct payment option to its feedback control customers. Submit your direct payment to Danaher Industrial Control at Bank of America, P.O. Box 91890, Chicago IL 60693.

Contact DICG's Accounting Department for general inquiries concerning the credit status of your West brand process control account at Toll Free: +1.800.266.2666

Customer invoice copies are automatically faxed to our customers each week unless special requests are to have them mailed. To receive a duplicate copy of your invoice, simply email West Control Solutions Customer Care.

End-user inquiries for West Control Solutions product or literature information are possible using our convenient General Inquiry form. For prompt turnaround, be sure to specify product Model, Qty and required time turnaround details within your inquiry.

Resellers requiring West brand product literature, are encouraged to use our convenient Online Literature Request form located within our restricted PartnerPACT reseller area. Please be sure to specify product model, qty, required turnaround and related shipping information to ensure prompt literature order fulfillment.

Customers needing pre-sales assistance, can either utilize our Distributor Locatorto find the name of the closest distributor in their area

Customers needing product application assistance, can fill out a General Inquiry Formor utilize our Distributor Locator to find a West distributor in their area. For technical product support and assistance, simply fill out an Application Assistance Form for prompt assistance via email or call our Applications Support Group @ +1.800.866.6659 to speak to one of our friendly and knowledgeable engineers directly.

The pricing provided on DICG's process controls Website is standard MSRP List pricing. To get a price quotation on a West controller, please complete the Quotation Request Formand a DICG Sales Representative will contact you promptly. If you need assistance with selecting the right product for your application, please complete the appropriate Application Assistance Formor call one of our Application Support Representatives @ +1.800.866.6659 to discuss your application and answer any technical application questions that you may have.
We look forward to serving you!

To learn more about the complete line of Danaher Industrial Controls products and affiliates encompassing 26 reputable and recognized worldwide industrial control and sensing brands and growing, go to http://www.danaherindustrialcontrols.com/to resource all your factory and process automation needs from us as your one source global supplier!

To learn more about our Danaher parent company, go to http://www.danaher.com/. Danaher businesses represent a conglomeration of over 5 different yet distinct business segments including Dental Technology, Industrial Sensing and Controls, Motion Control, Power Quality, Product Identification and Safety & Aviation.

At West Control Solutions, "customer-ization" is one of the services we do best. If you do not see a suitable controller solution amongst our standard product offering, we would be happy to customize a solution to your specific application requirement. To start the customization process and obtain lead time notification, simply fill out the Application Assistance Formfor prompt email assistance or call our friendly and knowledgeable Applications Support Group.

Customers needing customized product assistance, can fill out the General Inquiry Formor for Technical Support assistance, call our friendly and knowledgeable Process Applications Support Group . Be sure to specify the brand and product category of interest.

Contact your local West Control Solutions for details of any recycling program.

No, occasionally trade ins may be possible when specialized MARCOM promotions are in effect. Check the West Control Solutions Website regularly to see if any specialized promotions are available for you to take advantage of.

Most West Control Solutions products are covered under a standard 1-3 year warranty (varies by product). Standard products manufactured by the DICG are warranted to be free from defects in workmanship and materials for a period of 1 to 3 years (model dependent) from the date of shipment. Products which are defective in workmanship or materials will be repaired or replaced by West Control Solutions at no cost to the buyer. For inquiries and complete details on West Control Solutions product warranties, consult the Terms and Conditionssection of your West brand catalog or price list. Or contact one of our knowledgeable Customer Care Representatives directly.