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Q1
How can customers make sure they order the correct part?
Customers should provide the complete manufacturer part number, including all suffixes, option codes, revisions, and relevant system information. A clear photograph of the product nameplate is also recommended.
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Q2
What if the nameplate is missing or the part number is incomplete?
Send clear photographs of the unit, connectors, labels and installed system, together with any old purchase record or manufacturer drawing. We can help narrow the identification, but an uncertain model must remain unconfirmed. A quotation should identify the exact offered item and any unresolved requirements before you approve the order.
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Q3
Is this model discontinued or still supported by the manufacturer?
The lifecycle status of each model is checked using available manufacturer information. Moore Automated will indicate whether the product is active, discontinued, obsolete, or subject to limited manufacturer support. Final OEM support status should be confirmed with the manufacturer.
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Q4
Can I specify a hardware revision, installed firmware version or date code?
Yes. Include every mandatory requirement in your enquiry. We will confirm whether the offered item meets it using available labels, records and permitted checks. Do not assume a particular firmware version is present unless confirmed in the quotation. Installed firmware does not include separate files, licenses or update rights.
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Q5
Can Moore Automated help identify a compatible alternative or replacement part?
Yes. Moore Automated can assist customers in identifying potential replacements, equivalent parts, or alternative revisions. However, different models and revisions should not be assumed to be interchangeable. Compatibility must be reviewed against the installed system, manufacturer documentation, and application requirements.
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Q6
Is a replacement part guaranteed to be plug-and-play?
Not necessarily. Even when the part number matches, installation may require programming, parameter configuration, firmware alignment, calibration, or system commissioning. Any specific requirements should be identified and confirmed before purchase.
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Q7
Are programs, firmware files and software licenses included?
Hardware supply does not automatically include application programs, configuration backups, passwords, firmware downloads or software licenses. Any included documentation or separately agreed licensed item must be expressly identified in the quotation and supplied only where permitted. Customers should obtain required software, firmware and permissions through the appropriate rights holder or authorized channel.
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Q8
What should customers do before installing a replacement part?
Customers should verify the part number, hardware revision, supply voltage, connector layout, communication protocol, I/O type, accessories, and system configuration. Where applicable, they should also create and verify a backup of programs, parameters, recipes, licenses, and calibration data before removing the existing component. Installation must follow the manufacturer’s instructions and approved site safety procedures.
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Q9
Does a hot-swap feature mean I can replace the item while the process is running?
No. A hardware feature does not by itself authorize an online intervention. Qualified personnel must verify the exact module, system configuration, manufacturer procedure and site safety and change-control requirements. Obtain the necessary site approval before any replacement.
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Q10
Does Moore Automated provide installation, programming, or commissioning services?
Installation, programming, and commissioning are not included as standard with the supply of parts unless expressly agreed upon in writing. Products should be installed and commissioned by appropriately qualified personnel.
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Q11
Can you assess a repair request for a failed part?
Contact us with the full part number, serial number and fault report so we can confirm whether an assessment or separately quoted repair service is available. Do not send the item until the scope, charges, warranty and shipping instructions are agreed in writing. Warranty claims for parts previously supplied by Moore Automated follow the RMA procedure.
