FAQs - Frequently Asked Questions

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Common Questions

Since 1983, Maple Systems has been selling OITs, HMIs, Panel PC, and HMI + PLC solutions to the automation and controls industry. Over the years we have been honored to be able to provide our customers with the latest in HMI technology. We also take great pride in knowing that many our legacy units are still out in the field after all these years.

Whether it's supporting the thousands of units we have in the field, or supplying the newest technology in automation and control, Maple Systems is Your Industrial Control Solution.
Why do I need an account?
By creating an account, you have access to both our Support Center and online eStore. Our Support Center gives you access to free Software Downloads, Manuals, Quick Start Guides, Technical Notes, Controller Information Sheets, Controller Cables, and Sample Projects. Plus, the eStore lets you buy product and accessory items with just a few clicks.
What do you do with my account Information?
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order. Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy. View complete User Agreement.
Will I receive a lot of junk emails once I set up an account?
No! During the account registration process, you can opt in to receive our email newsletters and promotion emails.
How do I create an account?
Click on the Login icon at the top of our website. Complete the short registration form and you have immediate access to our Support Center and online eStore.
Change the email address on my existing account
Email our sales department at sales@maplesystems.com and they will take care of that for you.
I forgot my password
On the login page, click the "Forgot Password?" link, enter the email address associated with the account and Submit. You will receive an email with a link to reset your password.
Technical Support vs Applications Engineering?
At the risk of oversimplifying things, Technical Support is the assistance in our product features and functionality, including things such as ‘how a feature works’, ‘how to set-up a unit’, or ‘troubleshooting communication’. As with all technical questions, the user should first refer to the User Manual, Tech Notes, Help Instructions, or Sample Projects located in our Support Center prior to calling or requesting a Technical Support Request (TSR) number.
How do I request Technical Support?
Click on the Technical Support Question? icon on this page or click here to get started. There will be a series of questions that must be completed prior to a Technical Support Request (TSR) number being generated, including the product serial number. Once a TSR is generated, one of our Technical Support Engineers will contact you.
Is Technical Support Free?
Yes, for our customers. During the Technical Support Ticket request process, you will be asked to enter in the product serial number. We will use that information to verify that the product was purchased through Maple Systems or one of our partners. We reserve the right to limit time, scope, and extent of support to any customer for any reason.
What If I bought the unit off eBay or a different vendor?
Unfortunately, we are unable to provide free technical support to units that were not purchased directly from Maple Systems or one of our partners. We do provide fee-based Application Engineering, or you can register and review the information in our Support Center and YouTube channel.
What is your Warranty Policy?
We stand behind our products and that is why we provide one of the best product warranties guarantee in the industry. Click here to view our Warranty & Limitation of Liability.
Is my repair covered under the product warranty?
All units will be tested and evaluated to verify customer claims of defect. If we determine that the repair is due to a manufacture defect or out of box failure, and the unit is still within the product warranty period, Maple Systems will, at its opinion, repair or replace the unit. Please note, if the serial number is damaged in any way and the unit is still within warranty period, the warranty will be voided.

If we determine that the repair is NOT due to a manufacture defect or out of box failure, but instead due to customer abuse or other exceptions described within the product warranty, you will be charged a repair fee.
What is the Cost of a Repair?
We have a flat-rate repair fee structure, so repair costs are known upfront. Repair fees vary depending on the series / model of the unit and must be agreed to prior to any work being completed.
Who pays for the Shipping?
Customer is responsible for freight charges to ship the product to us for diagnosis and repair. If the repair is determined to be covered under warranty, Maple Systems will ship the unit back to the customer via the same shipping method in which it was received at no cost to the customer.
How do I request an RMA?
To request an RMA you must first complete a Technical Support Ticket request. You will need the model number and serial number found on the back of the display/unit for us to complete your request. Once the Technical Support Ticket is received, a member of our technical support team will contact you to discuss the request. Once the request has been evaluated by our technical team, a customer service representative will email you instructions, including the RMA number. You must have an issued RMA number prior to shipping the unit to us or the unit will be returned.
Where are your repairs Handled?
All repairs are completed at our facilities located in Everett Washington.
What is your Repair Warranty?
Repairs have a 30-day warranty period.
The unit is installed on equipment/machine that I purchased from someone else. Can you still repair the unit, or should I contact the equipment/machine manufacturer?
You need to contact the Original Equipment Manufacturer (OEM) or Value-Added Reseller (VAR). Maple Systems cannot provide RMA service to customers purchasing product from one of our OEM or VAR customers without their expressed written authorization. In most cases repairs should be handled through the OEM or VAR.
I bought the unit through a distributor; do I need to contact the distributor?
Yes. Maple Systems cannot provide RMA service to customers purchasing product from one of our distributors without their written authorization. In most cases repairs should be handled through the distributor.
How do I place an order online?
Each product page has a Buy Now or Add to Cart button. Or click on the at the top of a page, scroll down to the desired product, and Add to Cart. Once you have selected the items you want, click the Checkout button and complete the transaction. You will be asked to login or create a new account to complete the transaction.
What if I don’t have an online account, can I still place an order?
You can call in your order to any one of our Sales Engineers M-F 6:00-3:30 Pacific Time by calling 425-745-3229, or you can email your order to sales@Maplesystems.com.
What is your Standard Shipping & Delivery schedule?
Click here to know in detail about our standard shipping & delivery schedule.
I didn’t receive any details on an expected delivery date.
Once your online order is processed by our Order Desk, you will receive an email containing an Order Conformation that includes a ship date usually within 1 business day. Orders placed after business hours or on a weekend will be processed the next business day. Please verify the information in the email.
Where’s my item?
When your order ships you will receive an email with the tracking number. If you did not receive this information, you can call 425-745-3229 or email orders@maplesystems.com and we will provide the tracking number to you.
I didn’t see my discount applied to my online order?
We are unable to apply any discounts or special pricing to orders placed online. Please call 425-745-3229 or email sales@Maplesystems.com for help.
I bought the unit through a distributor; do I need to contact the distributor if I want to return it?
Yes. Maple Systems cannot process a return to customers who purchased the product from one of our distributors without their written authorization. In most cases returns should be handled through the distributor.
Do you Ship Internationally?
Yes we ship internationally.
Do you accept international credit cards?
No, we do not accept credit cards with billing addresses outside of the U.S. We do accept prepayment via Wire Transfer, ACH Bank Transfer, or a credit card with a U.S billing address.