{"id":148,"date":"2026-08-02T19:14:40","date_gmt":"2026-08-02T19:14:40","guid":{"rendered":"https:\/\/www.raxdoors.com\/technical-support\/"},"modified":"2026-10-14T10:32:23","modified_gmt":"2026-10-14T02:32:23","slug":"technical-support","status":"publish","type":"page","link":"https:\/\/www.raxdoors.com\/ru\/technical-support\/","title":{"rendered":"\u0422\u0435\u0445\u043d\u0438\u0447\u0435\u0441\u043a\u0430\u044f \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0430"},"content":{"rendered":"\n<!-- deliverable: wp-fragment -->\n<!-- RAX Door Technology - Technical Support & Spare Parts page (wp-fragment). 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*\/\n@media(max-width:1024px){.rax-ts.grid.c3{grid-template-columns:repeat(2,1fr)}.rax-ts.grid.c4{grid-template-columns:repeat(2,1fr)}.rax-ts.steps{grid-template-columns:repeat(2,1fr)}.rax-ts.stats{grid-template-columns:repeat(2,1fr)}\n}\n@media(max-width:560px){.rax-ts.grid.c2,.rax-ts.grid.c3,.rax-ts.grid.c4{grid-template-columns:1fr}.rax-ts.steps{grid-template-columns:1fr}.rax-ts.stats{grid-template-columns:1fr}.rax-ts.section{padding:56px 16px}.rax-ts.hero{padding:56px 16px}.rax-ts.finalcta{padding:56px 16px}.rax-ts.cta-row{flex-direction:column}.rax-ts.cta-row.btn{text-align:center}\n}\n<\/style> <div class=\"rax-ts\"> <div class=\"container\"> <nav class=\"breadcrumb\" aria-label=\"Breadcrumb\"> <a href=\"\/\">Home<\/a><span class=\"sep\">\/<\/span> <strong>Technical Support<\/strong> <\/nav>\n<\/div> <!-- HERO -->\n<section class=\"hero\"> <div class=\"container\"> <span class=\"eyebrow\">We Stand Behind Every Door<\/span> <h1>Lifetime Technical Support &amp; Genuine Spare Parts<\/h1> <p class=\"sub\">Warranty coverage up to 5 years. Free replacement parts shipped via DHL\/FedEx within 5-7 days. Every door we have ever built remains supported by the same engineering team &#8211; for as long as you operate it.<\/p> <div class=\"chips\"> <span class=\"chip\">Warranty Up to 5 Years<\/span> <span class=\"chip\">Free Parts In-Warranty<\/span> <span class=\"chip\">DHL\/FedEx 5-7 Days<\/span> <span class=\"chip\">24-Hour Response<\/span> <span class=\"chip\">100,000-Cycle Tested<\/span> <\/div> <div class=\"cta-row\"> <a class=\"btn\" href=\"\/contact-us\/\">Request Spare Parts<\/a> <a class=\"btn ghost\" href=\"\/contact-us\/\">Report an Issue<\/a> <\/div> <\/div>\n<\/section> <!-- WARRANTY POLICY -->\n<section class=\"section\"> <div class=\"container\"> <span class=\"eyebrow\">Tiered Coverage by Component<\/span> <h2>Warranty Policy<\/h2> <p class=\"lead\">Every RAX door is 100,000-cycle fatigue tested before shipment and backed by a written warranty. Coverage is tiered by component &#8211; the longer-life the part, the longer the protection.<\/p> <div class=\"table-wrap\"> <table> <thead> <tr> <th>Component<\/th> <th>Coverage Period<\/th> <th>What Is Covered<\/th> <th>Resolution<\/th> <\/tr> <\/thead> <tbody> <tr> <td>Door body \/ panels<\/td> <td>2 years<\/td> <td>Structural defects, panel delamination, hardware failure<\/td> <td>Free replacement parts + shipping<\/td> <\/tr> <tr> <td>Operator \/ motor<\/td> <td>3 years<\/td> <td>Motor burnout, gearbox failure, brake malfunction<\/td> <td>Free replacement unit via DHL<\/td> <\/tr> <tr> <td>Servo motor \/ control box<\/td> <td>5 years<\/td> <td>Servo drive failure, PCB defect, encoder error<\/td> <td>Free replacement + remote parameter reset<\/td> <\/tr> <tr> <td>Wear parts (springs, cables, rollers)<\/td> <td>1 year<\/td> <td>Premature fatigue under normal use<\/td> <td>Free replacement; beyond warranty at cost<\/td> <\/tr> <tr> <td>PVC curtain \/ slats<\/td> <td>1 year<\/td> <td>Tear under normal operation, UV degradation<\/td> <td>Free replacement panel<\/td> <\/tr> <\/tbody> <\/table> <\/div> <p style=\"margin-top:18px;font-size:14px;color:var(--muted)\">All warranty claims are handled by your dedicated account manager. See also: <a href=\"\/shipping-delivery\/\" style=\"color:var(--gold);font-weight:700;text-decoration:none\">Shipping &amp; Delivery<\/a> and <a href=\"\/installation-support\/\" style=\"color:var(--gold);font-weight:700;text-decoration:none\">Installation Support<\/a>.<\/p> <\/div>\n<\/section> <!-- SPARE PARTS PROCESS -->\n<section class=\"section alt\"> <div class=\"container\"> <span class=\"eyebrow\">From Problem to Part in Days<\/span> <h2>Spare Parts Ordering Process<\/h2> <p class=\"lead\">Four steps. No forms to fill out, no ticket queues. Your account manager owns the process end-to-end.<\/p> <div class=\"steps\"> <div class=\"step\"> <span class=\"s-num\">1<\/span> <h3>Contact Your Account Manager<\/h3> <p>Send a WhatsApp message or email with your door model, serial number, and a photo or short video of the issue. The serial number plate is riveted to the header bracket of every RAX door.<\/p> <\/div> <div class=\"step\"> <span class=\"s-num\">2<\/span> <h3>Diagnosis Within 24 Hours<\/h3> <p>An R&#038;D engineer reviews your submission, confirms the exact part needed, and &#8211; if the door is out of warranty &#8211; provides a transparent quote at factory cost with no markup.<\/p> <\/div> <div class=\"step\"> <span class=\"s-num\">3<\/span> <h3>Parts Dispatched<\/h3> <p>In-warranty: free, shipped via DHL\/FedEx, delivered in 5-7 days. Out-of-warranty: quoted at cost, ships 3-5 business days after payment confirmation.<\/p> <\/div> <div class=\"step\"> <span class=\"s-num\">4<\/span> <h3>Installation Guidance<\/h3> <p>We provide a video call walkthrough for fitting the part. If the component was revised since your original order, you receive an updated technical drawing at no charge.<\/p> <\/div> <\/div> <\/div>\n<\/section> <!-- TROUBLESHOOTING -->\n<section class=\"section\"> <div class=\"container\"> <span class=\"eyebrow\">Field Troubleshooting Guide<\/span> <h2>Common Troubleshooting<\/h2> <p class=\"lead\">Most field issues resolve in under 10 minutes. Your maintenance team can work through the checklist for each symptom &#8211; if the problem persists, contact your account manager with the step number where you stopped.<\/p> <div class=\"grid c3\" style=\"margin-top:32px\"> <div class=\"ts-card\"> <h3>Door Will Not Open or Close<\/h3> <ol> <li>Check power supply and circuit breaker<\/li> <li>Inspect control box LED status indicator<\/li> <li>Verify limit switch positioning<\/li> <li>Clean and align photo-eye sensors<\/li> <\/ol> <\/div> <div class=\"ts-card\"> <h3>Unusual Noise During Operation<\/h3> <ol> <li>Clear debris from tracks and guides<\/li> <li>Inspect roller bearings for wear<\/li> <li>Check spring tension balance<\/li> <li>Tighten motor mount bolts to torque spec<\/li> <\/ol> <\/div> <div class=\"ts-card\"> <h3>Door Reverses Unexpectedly<\/h3> <ol> <li>Inspect safety edge sensor for damage<\/li> <li>Clean photo-eye lenses<\/li> <li>Increase force setting if too low<\/li> <li>Remove track obstruction<\/li> <\/ol> <\/div> <div class=\"ts-card\"> <h3>Motor Overheating<\/h3> <ol> <li>Confirm duty cycle not exceeded<\/li> <li>Check ventilation is not blocked<\/li> <li>Verify supply voltage matches rating<\/li> <li>Inspect motor bearings for wear<\/li> <\/ol> <\/div> <div class=\"ts-card\"> <h3>Uneven Panel Movement<\/h3> <ol> <li>Check cable tension on both sides<\/li> <li>Verify track alignment and level<\/li> <li>Inspect rollers for seizure<\/li> <li>Check for spring breakage<\/li> <\/ol> <\/div> <div class=\"ts-card\"> <h3>Control Box No Response<\/h3> <ol> <li>Check and replace fuse if blown<\/li> <li>Inspect wiring connections for looseness<\/li> <li>Re-pair remote control<\/li> <li>If PCB fault suspected, <a href=\"\/contact-us\/\" style=\"color:var(--gold);font-weight:700\">contact us<\/a> for remote reset<\/li> <\/ol> <\/div> <\/div> <p style=\"margin-top:24px;font-size:14px;color:var(--muted)\">Need hands-on help? We offer live video-call troubleshooting and on-site guidance through our <a href=\"\/installation-support\/\" style=\"color:var(--gold);font-weight:700;text-decoration:none\">Installation Support<\/a> program.<\/p> <\/div>\n<\/section> <!-- PREVENTIVE MAINTENANCE SCHEDULE (dark) -->\n<section class=\"section dark\"> <div class=\"container\"> <span class=\"eyebrow\">Prevent Problems Before They Start<\/span> <h2>Preventive Maintenance Schedule<\/h2> <p class=\"lead\">A 15-minute monthly check prevents 90% of field failures. Follow this schedule to keep your door running at peak performance and protect your warranty.<\/p> <div class=\"table-wrap\"> <table> <thead> <tr> <th>Frequency<\/th> <th>Tasks<\/th> <\/tr> <\/thead> <tbody> <tr> <td>Monthly<\/td> <td>Visual inspection of tracks, rollers, and cables; clean photo-eye lenses; test safety reversal function<\/td> <\/tr> <tr> <td>Quarterly<\/td> <td>Lubricate tracks and rollers with silicone spray; check spring tension; tighten all bolts to torque specification<\/td> <\/tr> <tr> <td>Semi-annually<\/td> <td>Inspect cables for fraying or strand breakage; test motor current draw against nameplate rating; check all control box terminal connections<\/td> <\/tr> <tr> <td>Annually<\/td> <td>Full 100-cycle operational test; replace wear parts showing fatigue; update firmware if applicable; request RAX engineer video review<\/td> <\/tr> <\/tbody> <\/table> <\/div> <p style=\"margin-top:20px;font-size:14px\">Need replacement wear parts? <a href=\"\/door-operators\/\" style=\"color:var(--gold);font-weight:700;text-decoration:none\">Browse door operators and components<\/a> or <a href=\"\/contact-us\/\" style=\"color:var(--gold);font-weight:700;text-decoration:none\">request parts directly<\/a>.<\/p> <\/div>\n<\/section> <!-- LONG-TERM COMMITMENT -->\n<section class=\"section\"> <div class=\"container\"> <span class=\"eyebrow\">Built for the Long Haul<\/span> <h2>Our Long-Term Commitment to You<\/h2> <p class=\"lead\">RAX is a pure manufacturer since 1999. We do not rebrand, we do not outsource, and we do not disappear. The same 11,000 m&sup2; facility, with 60+ engineers and 20+ R&amp;D engineers, stands behind every door we ship.<\/p> <div class=\"stats\"> <div class=\"stat\"> <div class=\"num\">5 Years<\/div> <div class=\"label\">technical drawings and tooling archived &#8211; no re-engineering fee on repeat orders<\/div> <\/div> <div class=\"stat\"> <div class=\"num\">5-7 Days<\/div> <div class=\"label\">DHL\/FedEx spare parts delivery to any country we serve<\/div> <\/div> <div class=\"stat\"> <div class=\"num\">24 Hours<\/div> <div class=\"label\">Maximum response time from your dedicated account manager<\/div> <\/div> <div class=\"stat\"> <div class=\"num\">27 Years<\/div> <div class=\"label\">Zero-leak confidentiality record &#8211; your designs stay yours (NDA available)<\/div> <\/div> <\/div> <p style=\"margin-top:28px;font-size:14px;color:var(--muted)\">Planning a repeat order or expansion? Your archived tooling means faster lead times and zero setup costs. Learn more about our <a href=\"\/oem-odm\/\" style=\"color:var(--gold);font-weight:700;text-decoration:none\">OEM\/ODM capabilities<\/a> or start with <a href=\"\/project-planning\/\" style=\"color:var(--gold);font-weight:700;text-decoration:none\">Project Planning<\/a>.<\/p> <\/div>\n<\/section> <!-- FAQ -->\n<section class=\"section alt\"> <div class=\"container\" style=\"max-width:860px\"> <span class=\"eyebrow\">FAQ<\/span> <h2>Technical Support &#8211; Frequently Asked Questions<\/h2> <div class=\"faq-item\"> <h3>How do I identify the right spare part?<\/h3> <p>Every RAX door ships with a serial number plate and an exploded-view technical drawing. Send us the serial number and we identify the exact part needed &#8211; no guesswork, no wrong orders.<\/p> <\/div> <div class=\"faq-item\"> <h3>What if my door is out of warranty?<\/h3> <p>Parts are supplied at factory cost plus shipping. No markup. Your tooling is still archived for up to 5 years, so even custom parts are manufactured without new setup fees.<\/p> <\/div> <div class=\"faq-item\"> <h3>Can you upgrade my existing door?<\/h3> <p>Yes. Send photos and your model number. We engineer retrofit kits &#8211; new motors, control boxes, safety devices &#8211; that bolt onto your existing frame. See our <a href=\"\/door-operators\/\" style=\"color:var(--gold);font-weight:700;text-decoration:none\">door operators range<\/a> for compatible upgrades.<\/p> <\/div> <div class=\"faq-item\"> <h3>Do you stock spare parts or make to order?<\/h3> <p>Standard wear parts (rollers, springs, cables, photo-eyes, fuses) are stocked for immediate dispatch. Custom panels and specialty parts require 7-12 days production from archived tooling.<\/p> <\/div> <div class=\"faq-item\"> <h3>What is excluded from warranty?<\/h3> <p>Damage from improper installation, modification without RAX approval, natural disasters, and normal wear beyond rated cycles are excluded. When in doubt, contact your account manager &#8211; we resolve grey areas in your favour.<\/p> <\/div> <p style=\"margin-top:24px;font-size:14px;color:var(--muted)\">More questions? Visit our <a href=\"\/faq\/\" style=\"color:var(--gold);font-weight:700;text-decoration:none\">general FAQ page<\/a> or <a href=\"\/contact-us\/\" style=\"color:var(--gold);font-weight:700;text-decoration:none\">contact us directly<\/a>.<\/p> <\/div>\n<\/section> <!-- FINAL CTA (dark) -->\n<section class=\"finalcta\"> <div class=\"container\"> <span class=\"eyebrow\">5,000+ Doors in 50+ Countries &#8211; All Supported by This Same Team<\/span> <h2>Get Back Up and Running &#8211; Fast<\/h2> <p>Whether you need a single roller or a complete operator replacement, the RAX engineering team is ready. Send your serial number, describe the issue, and we handle the rest &#8211; diagnosis, parts, shipping, and installation guidance.<\/p> <div class=\"cta-row\"> <a class=\"btn\" href=\"\/contact-us\/\">Request Spare Parts<\/a>\n<\/div>\n<\/div>\n<\/section> <\/div>\n","protected":false},"excerpt":{"rendered":"<p>\u0413\u043b\u0430\u0432\u043d\u0430\u044f \/ \u0422\u0435\u0445\u043d\u0438\u0447\u0435\u0441\u043a\u0430\u044f \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0430 \u041c\u044b \u0433\u0430\u0440\u0430\u043d\u0442\u0438\u0440\u0443\u0435\u043c \u043a\u0430\u0447\u0435\u0441\u0442\u0432\u043e \u043a\u0430\u0436\u0434\u043e\u0439 \u0434\u0432\u0435\u0440\u0438. \u0411\u0435\u0441\u0441\u0440\u043e\u0447\u043d\u0430\u044f \u0442\u0435\u0445\u043d\u0438\u0447\u0435\u0441\u043a\u0430\u044f \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0430 \u0438 \u0433\u0430\u0440\u0430\u043d\u0442\u0438\u044f \u043d\u0430 \u043e\u0440\u0438\u0433\u0438\u043d\u0430\u043b\u044c\u043d\u044b\u0435 \u0437\u0430\u043f\u0430\u0441\u043d\u044b\u0435 \u0447\u0430\u0441\u0442\u0438 \u2014 \u043f\u043e\u043a\u0440\u044b\u0442\u0438\u0435 \u0434\u043e 5 \u043b\u0435\u0442. \u0411\u0435\u0441\u043f\u043b\u0430\u0442\u043d\u0430\u044f \u043e\u0442\u043f\u0440\u0430\u0432\u043a\u0430 \u0437\u0430\u043f\u0430\u0441\u043d\u044b\u0445 \u0447\u0430\u0441\u0442\u0435\u0439 \u0447\u0435\u0440\u0435\u0437 DHL\/FedEx \u0432 \u0442\u0435\u0447\u0435\u043d\u0438\u0435 5\u20137 \u0434\u043d\u0435\u0439. \u041a\u0430\u0436\u0434\u0430\u044f \u0434\u0432\u0435\u0440\u044c, \u043a\u043e\u0433\u0434\u0430-\u043b\u0438\u0431\u043e \u043f\u0440\u043e\u0438\u0437\u0432\u0435\u0434\u0451\u043d\u043d\u0430\u044f \u043d\u0430\u043c\u0438, \u043f\u0440\u043e\u0434\u043e\u043b\u0436\u0430\u0435\u0442 \u043e\u0431\u0441\u043b\u0443\u0436\u0438\u0432\u0430\u0442\u044c\u0441\u044f \u0442\u043e\u0439 \u0436\u0435 \u043a\u043e\u043c\u0430\u043d\u0434\u043e\u0439 \u0438\u043d\u0436\u0435\u043d\u0435\u0440\u043e\u0432 \u2014 \u043d\u0430 \u043f\u0440\u043e\u0442\u044f\u0436\u0435\u043d\u0438\u0438 \u0432\u0441\u0435\u0433\u043e \u0441\u0440\u043e\u043a\u0430 \u044d\u043a\u0441\u043f\u043b\u0443\u0430\u0442\u0430\u0446\u0438\u0438. \u0413\u0430\u0440\u0430\u043d\u0442\u0438\u044f \u0414\u043e 5 \u2026 <a title=\"\u0422\u0435\u0445\u043d\u0438\u0447\u0435\u0441\u043a\u0430\u044f \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0430\" class=\"read-more\" href=\"https:\/\/www.raxdoors.com\/ru\/technical-support\/\" aria-label=\"\u041f\u0440\u043e\u0447\u0438\u0442\u0430\u0442\u044c \u0431\u043e\u043b\u044c\u0448\u0435 \u043e \u0422\u0435\u0445\u043d\u0438\u0447\u0435\u0441\u043a\u043e\u0439 \u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0435\">\u0427\u0438\u0442\u0430\u0442\u044c \u0434\u0430\u043b\u0435\u0435<\/a><\/p>","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-148","page","type-page","status-publish"],"_links":{"self":[{"href":"https:\/\/www.raxdoors.com\/ru\/wp-json\/wp\/v2\/pages\/148","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.raxdoors.com\/ru\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.raxdoors.com\/ru\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.raxdoors.com\/ru\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.raxdoors.com\/ru\/wp-json\/wp\/v2\/comments?post=148"}],"version-history":[{"count":14,"href":"https:\/\/www.raxdoors.com\/ru\/wp-json\/wp\/v2\/pages\/148\/revisions"}],"predecessor-version":[{"id":6525,"href":"https:\/\/www.raxdoors.com\/ru\/wp-json\/wp\/v2\/pages\/148\/revisions\/6525"}],"wp:attachment":[{"href":"https:\/\/www.raxdoors.com\/ru\/wp-json\/wp\/v2\/media?parent=148"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}