Get Common Questions Answered with CEMB USA FAQs

A red beam typically indicates a software or calibration issue. First, try:
1. Rebooting the machine
2. Checking the software settings and parameters
3. Verifying that no vehicle accessories are interfering with the sensors

Common causes for tire balancers not zeroing out properly include:

• The machine needs recalibration
• A faulty encoder or main computer board
• The machine has been moved and requires recalibration

We recommend having a trained technician inspect and recalibrate your machine. Contact technical support for referral to a local service provider.

Try the following troubleshooting steps:
1. Remove the plastic bezel around the monitor
2. Check all connections are secure
3. Restart the machine and let it fully boot up

If the error persists after these steps, you may need touchscreen calibration or replacement. Contact technical support for assistance.

Contact our customer service team and provide:

• Your machine model and serial number
• Your company information
• Proof of purchase

We can assist with activation or direct you to a distributor who can help complete the setup.

If your CEMB warranty has expired and you need repairs:

1. Contact technical support with your machine details
2. We can provide a quote for repair costs
3. We’ll refer you to a local authorized service center

Repair costs vary based on the issue and your location. Common repairs include camera replacement, encoder repair, or board replacement.

1. Identify the part you need and the machine model number or part number
2. Contact our parts department (Option 2 on the main menu)
3. Provide your machine’s serial number (different model years may use different parts)

Contact our parts department with:

• Machine model and serial number
• Description of the part you need
• How long have you owned the machine

We primarily sell through authorized distributors. However, contact our customer service team with your location and equipment details. We can refer you to a distributor in your area.

Part availability depends on the specific item and current stock levels. Most common parts ship within 1-2 business days. Lead times may be extended during high-demand periods or due to weather-related delays. Contact the parts department for current availability.

Call and select Option 3 (Order Status or Machine Pricing):

• Contact your distributor or sales representative directly
• Call customer service with your order/invoice number

During inclement weather or high-volume periods, delays can occur. We’ll contact the freight company to investigate. In the meantime:

• Contact us for a status update
• Verify the shipment hasn’t been rerouted to a distributor
• Provide your location and contact number

We can ship to Canada, though direct sales are typically handled through Canadian distributors. If you’re interested in purchasing equipment in Canada:

• We can provide distributor contact information for your region
• Contact our sales team for referrals to local representatives

To find a local service provider:

• Call technical support and provide your zip code
• We identify authorized service centers in your area
• We provide contact information and an estimated service time frame

Many service providers can conduct repairs on-site or arrange for equipment pickup.

CEMB USA product warranty coverage includes:

• Manufacturing defects
• Mechanical and electrical components
• Labor for covered repairs (during warranty period)
• Excludes normal wear and tear, misuse, or lack of maintenance

Contact us with your purchase date and machine model for specific warranty information.

If your equipment breaks during warranty:

• Contact technical support with the problem description
• Provide your warranty documentation or purchase information
• We’ll verify coverage and arrange service
• Covered repairs are completed at no charge (parts and labor)

Contact us immediately with your issue and purchase information.

CEMB USA’s rebate processing timeline:

• Direct rebates at purchase: Immediately
• Mail-in or submission-based rebates: 30-60 days after submission
• National account rebates: Depends on specific program terms

Contact accounting with your rebate details for the current status and expected payment date.

Installation services vary by equipment type and location:

• Most machines arrive largely assembled, requiring minimal setup
• Many locations offer installation services for an additional fee
• We can provide reimbursement for installation services in some cases

Yes, we have service providers in many regions. To schedule installation:

1. Contact the technical support department or your sales rep
2. Provide your location (zip code)
3. We’ll identify a local service provider and help coordinate scheduling

Equipment training availability depends on your purchase and location:

• Technical training can be scheduled with local service providers
• Some distributors include training as part of their service
• We offer guidance on operation and maintenance

Our equipment handles various tire sizes depending on the model:

• Tire changers: Typically handle rims from 10-16 inches (some models accommodate 6-14 inch rims with adapters)
• Tire balancers: Capacity varies by model
• Alignment systems: All standard automotive sizes

We offer a wide range of equipment for:

• Standard automotive tire changers and balancers
• Heavy-duty and industrial applications
• Motorcycle balancers for special wheels
• Alignment systems

Our standard policy is to sell through authorized distributors. However:

• We may work with end users for large commercial or industrial accounts
• Some direct sales are possible depending on your location and situation
• Contact our national sales team to discuss your specific needs

Regional contacts available by pressing Option 2 from the main menu:

• Northeast: Randy Gable
• Midwest: Todd Massey
• Southwest: Fabian Martinez
• Southeast: Rudy Williamson
• Western States: Chris Cherryholmes
• National Sales Director: Scott Reinhold
• National Account Manager: Jim Moore

Standard operating hours: Monday through Friday, 8 AM EST – 5 PM EST
After-hours callers can:

• Leave a message for specific divisions (garage or industrial)
• Leave a technical support voicemail
• Choose an extension if known
• Call back during business hours

Messages are returned as soon as possible during business hours.

Yes, both English and Spanish options are available at the main menu.

• Press 1 for English
• Press 2 for Spanish.

To help us assist you quickly, have ready:

• Your company name and location
• Machine model and serial number (for technical issues)
• Order or invoice number (for shipping questions)
• Your phone number and best time to reach you
• Brief description of your issue or question