Expert aftersales support you can count on

Customer Support

Q: "How long is the warranty on an electric tug? "

"Our electric tugs come with a 12-month warranty as standard. The tug chassis and metalwork are also covered by a five-year structural warranty. We offer an extended major component warranty on all our machines for up to five years – this means that you only pay for consumables and damage. Our extended warranty includes comprehensive cover against sudden mechanical or electrical failure of all factory-fitted components on your electric tug. "

Q: "How do I log a warranty claim?"

"We’ll be happy to support you in logging a warranty claim. To do so, please call our service team on +44 (0)1335 301869 or click here to submit a warranty claim online. Please have your electric tug serial number and site details available when calling."

Q: "How often are the service intervals? "

"Service intervals for electric tugs depend largely on how often they are used. We offer two service packages that include 2 services per annum for low to medium usage and 4 for high usage. To ensure your machine is always in good working order, we suggest you pick the right frequency of service for your usage rates. "

Q: "How do I order spare parts? "

"Contact the MasterMover parts team at parts@mastermover.com or call +44 (0)1335 301869 "

Q: "Can you service other equipment too?"

"Yes, our expert engineers are trained to service a wide range of manual handling equipment using the latest techniques and diagnostic tools, meaning that you can consolidate all your servicing under one provider. Some of the other machines we cover include ride-on tugs, pallet trucks, pallet stackers, floor scrubbers, floor sweepers, robot wrappers, AGV machines and more. "

Q: "What are the labour and call out charges?"

"With MasterMover, there are never any hidden costs for travel time and waste disposal. You’ll always know exactly what you’re paying for and how much it will be. Standard business hours are Monday to Friday 08:00-17:00 Prices are based on non-contract status.2023 Standard hours call out charge £162.302023 Hourly labour rate £66.80"

Keeping your electric tugs moving with dependable service and support.

Existing customer? Contact customer support

Full OEM support, wherever you are in the world…

With expert in-house support, you can be confident that we’re here to help, wherever you are in the world.

Our Technical Support team is on-hand to provide fast, helpful support with questions, breakdowns, approved parts, warranty and servicing.

Nationwide support you can count on

Our team of experienced engineers carry out routine service and equipment inspections, as well as responding to any urgent requirements.

With the help of digital diagnostics, enjoy the advantages of rapid support and efficient identification of faults across the UK.

Maximises performance and product life

Ensure equipment is in safe working order

Reduces the risk of accidents

Improves productivity and usage rates

Reduces repair costs and breakdowns

Maximises equipment uptime

Service Pack 2

What's included:

Number of service visits per year: 2
Priority status*: 2 working days ***
Parts & labour discount: 5%**

Cost^±:

Compact (up to 6,000 kg): £396.00
Performance (up to 70,000 kg): £527.00

Service Pack 4

What's included:

Number of service visits per year: 4
Priority status*: 1 working day***
Parts & labour discount: 15%**

Cost^±:

Compact (up to 6,000 kg): £790.00
Performance (up to 70,000 kg): £1,052.00

Consumables

Consumables cover is available as an optional extra and covers wear and tear of parts such as wheels and batteries, helping you to fix your maintenance costs and maximise uptime.

Service+

Our Service+ offers extended support hours, providing the ability to remotely support and diagnose issues with your electric tug and giving you peace of mind outside of office hours.

Service pack 2

What's included:

Number of service visits per year: 2
Priority status*: 2 working days ***
Parts & labour discount: 5%**

Cost^±:

Compact (up to 6,000 kg): £352.80
Performance (up to 30,000 kg): £470.40

Service pack 4

What's included:

Number of service visits per year: 4
Priority status*: 1 working day***
Parts & labour discount: 15%**

Cost^±:

Compact (up to 6,000 kg): £704.50
Performance (up to 30,000 kg): £938.60

Consumables

Consumables cover is available as an optional extra and covers wear and tear of parts such as wheels and batteries, helping you to fix your maintenance costs and maximise uptime.

Service+

Our Service+ offers extended support hours, providing the ability to remotely support and diagnose issues with your electric tug and giving you peace of mind outside of office hours.

Why choose MasterMover for your electric tug servicing?

New customer? Find out more

We know your equipment

As the market-leading manufacturer of electric tugs, we know a thing or two about material handling equipment.

We also understand how critical they are to your processes. With expert engineers and in-house support, you can be confident in receiving the best support.
No hidden charges

Each of our Service Packs includes travel to your site and the labour charges for one of our engineers to carry out your service.
Thorough checks every time

Your machine is as important to us as it is to you. We understand that machine errors can be hugely inconvenient and costly.

That’s why we carefully check every part of your machine to maintain its performance and decrease the risk of downtime.
Engineers dedicated to your site

With our service packs, you’ll have a dedicated engineer who will be responsible for your equipment and site. The benefit? They understand your processes, operations and applications. Our vans also stock parts for a quick, first-time fix, maximising uptime.
Here when you need us most

It’s frustrating when things go wrong but timely support can make all the difference. Using office support team, customer web portal and engineer vehicle GPS tracking means we can always respond to your needs as efficiently as possible.

Your Questions, Answered – FAQs 

How long is the warranty on an electric tug?

Our electric tugs come with a 12-month warranty as standard. The tug chassis and metalwork are also covered by a five-year structural warranty.

We offer an extended major component warranty on all our machines for up to five years – this means that you only pay for consumables and damage. Our extended warranty includes comprehensive cover against sudden mechanical or electrical failure of all factory-fitted components on your electric tug.

How do I log a warranty claim?

We’ll be happy to support you in logging a warranty claim. To do so, please call our service team on +44 (0)1335 301869 or click here to submit a warranty claim online.

Please have your electric tug serial number and site details available when calling.

How often are the service intervals?

Service intervals for electric tugs depend largely on how often they are used. We offer two service packages that include 2 services per annum for low to medium usage and 4 for high usage.

To ensure your machine is always in good working order, we suggest you pick the right frequency of service for your usage rates.

How do I order spare parts?

Contact the MasterMover parts team at parts@mastermover.com or call +44 (0)1335 301869

Can you service other equipment too?

Yes, our expert engineers are trained to service a wide range of manual handling equipment using the latest techniques and diagnostic tools, meaning that you can consolidate all your servicing under one provider.

Some of the other machines we cover include ride-on tugs, pallet trucks, pallet stackers, floor scrubbers, floor sweepers, robot wrappers, AGV machines and more.

What are the labour and call out charges?

With MasterMover, there are never any hidden costs for travel time and waste disposal. You’ll always know exactly what you’re paying for and how much it will be.
Standard business hours are Monday to Friday 08:00-17:00
Prices are based on non-contract status.

2023 Standard hours call out charge £162.30

2023 Hourly labour rate £66.80

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