To help customers understand our EMAIL-FIRST Support Policy, we’ve compiled answers to common questions about this approach.

Q: Why is Andamiro USA boosting an Email-First Support Policy?

A: As the number of Andamiro games in the field continues to grow, service inquiries have increased significantly. Prioritizing email communication allows us to respond faster, document issues more effectively, and allocate technical resources efficiently, ensuring quicker resolutions for customers.

🔹 Help us help you! By using email, you provide our technicians with the details they need to diagnose and resolve issues efficiently, minimizing downtime and ensuring a smoother support process.

Q: Does this mean phone support is going away?

A: No, phone support remains available. However, email is the preferred and most effective method for submitting service requests, as it allows our technicians to track cases more efficiently and provide detailed solutions. For complex issues requiring phone assistance, we will schedule callbacks to ensure the best support.

Q: How does an Email-First approach benefit me as a customer?

A: Email support ensures:

  • Clear, structured communication to prevent miscommunication.
  • Faster diagnosis and resolution with detailed issue tracking.
  • Consistent follow-ups and service history records for better long-term support.

By prioritizing email, we can streamline troubleshooting and provide more thorough assistance while still offering phone support when needed.

Q: What if I need immediate assistance while working on a game?

A: We understand that real-time support is sometimes necessary. While email is the best way to ensure a timely response, our phone support remains available for urgent situations requiring immediate troubleshooting.

Q: Is Andamiro adding more service personnel?

A: We continue to strengthen our service team and expand our resources. The Email-First Support Policy allows us to optimize our existing staff while ensuring consistent and reliable support.

Q: How do I submit a service request?

A: Email your request to [email protected] with the following details:

  • Game model
  • Serial number
  • Description of the issue
  • Optional photo(s) or video(s) if applicable

🔹 Help us help you! The more details you provide, the quicker we can diagnose and resolve your issue.

Q: What if I already have an open service case?

A: All existing cases will continue as usual. If you need an update, simply reply to your email thread, and our team will follow up accordingly.

Q: When does this policy take effect?

A: The Email-First Support Policy is in place now, and we encourage customers to start using email as the primary support method to experience its benefits.

Q: Who should I contact for parts inquiries?

A: Parts inquiries should be directed to [email protected]. Beginning in 2025, Andamiro USA’s dedicated parts line will be available at (972) 445-9110, ext. 104.

Q: Where can I find self-help resources?

A: We provide troubleshooting videos, manuals, technical bulletins and parts databases on:

🌐 www.andamiro.com (Global site)

🌐 www.andamirousa.com (U.S. site)

We are continuously expanding these resources to help customers resolve common issues quickly and efficient

🔹 Help us help you! These resources are designed to give you quick access to answers, reducing downtime and keeping your games running smoothly.