ITW EAE Support Center

How To Contact Service and Support

Below you will find the contact information to reach our Parts & Service departments worldwide via email or phone.  You can also submit a request via our Online Portal.  Be sure to download the attached file with this contact information to keep handy for future reference.

To get back to you as quickly as possible, we would ask your support in observing the following best practices:

  • Use this guide to send your request to the appropriate group for your specific request.
  • Only submit your request to one (1) support group email.  Submitting the same request to multiple teams may lead to a slower response time.  Our team will be responsible for rerouting any requests that get sent to the wrong group.   
  • If we’ve done a good job with your ticket, we would prefer you complete the 1 question satisfaction survey at the bottom of your Closed Ticket Notification rather than replying with a “thank you” which re-opens the ticket for us.
  • If you need assistance with a new issue, please submit a new request or email rather than replying to a previous one as this also will help us respond quicker.

Our goal is to assist you as quickly and accurately as possibly.  By working with us to use this Contact Information to submit your request to the correct group, and by observing these best practices, we are confident we will be able to continue to improve the service we provide.

Parts Contact Information

Contact for:  Parts quotes (with part #’s), Parts orders, Parts logistics (shipping information).   For invoice requests, please send those to sharedservices@itweae.com for fastest response.

EAE Office

Email

Phone

Standard Office Hours

China

parts@itweae.com

+86 512 6841 3378

8:30 am – 5 pm GMT+8

Singapore

+65 6286 6635

8 am – 5 pm GMT+8

US

  1-800-737-8110, option 4

+1 573-346-3341, option 4

5 am – 5 pm CDT

Mexico

01 800 718 1614

(From US) 1-800-639-9574

8:30 am – 5:30 CDT

Netherlands 

 +31 162 483277

8 am – 5 pm CET (Friday until 3 pm)

*Note…we are no longer using the emails of usparts@itweae.com, euparts@itweae.com, slparts.ap@itweae.com, vsorders.ap@itweae.com, or dporders.ap@itweae.com so please be sure to update any contact information you may have with these emails.

Technical Support Contact Information

Contact for: equipment troubleshooting, part number identification, service quotes, warranty parts request, spare parts lists, service scheduling, general equipment information.

U.S./Canada

Product Line

Email

Phone

Standard Office Hours

Despatch

service@despatch.com

800-473-7373, option 4

5 am – 4:30 pm CDT

MPM

mtsc@itweae.com

800-737-8110, option 1

8 am – 5 pm EST

Camalot

ctsc@itweae.com

800-737-8110, option 2

8 am – 5 pm EST

Vitronics Soltec

vsustsc@itweae.com

888-473-3569, option 2

8 am – 5 pm CDT

Electrovert

etsc@itweae.com

800-737-8110, option 3

8 am – 5 pm CDT

Mexico/Latin America

Product Line

Email

Phone

Standard Office Hours

Despatch

service@despatch.com

+1 952-479-4112 (US) option 4

5 am – 4:30 pm CDT

MPM

msupport@itweae.com

01-800-718-1614

(From US) 1-800-639-9574


8:30 am – 5:30 CDT

Camalot

Vitronics Soltec

Electrovert

Europe

Product Line

Email

Phone

Standard Office Hours

Despatch

service@despatch.com

+1 952-479-4112 (US), Option 4

5 am – 4:30 pm CDT

MPM

mtsc@itweae.com

+1 508-520-0083 (US),

Option 3 then Option 1

8 am – 5 pm EST

Camalot

ctsc@itweae.com

+1 508-520-0083 (US),

Option 3 then Option 2

8 am – 5 pm EST

Vitronics Soltec

Helpdesk.nl@itweae.com

31-162-483280

8 am – 5 pm CET (Friday until 3 pm)

Electrovert

etsc@itweae.com

+1 508-520-0083 (US)Option 3 then Option 3

8 am – 5 pm CDT

Asia

Product Line

Email

Phone

Standard Office Hours

Despatch (Solar)

yqshen@itweae.com

+86 139 6219 1861

8 am – 5 pm GMT+8

Despatch (Ovens)

service@despatch.com

+1 952-479-4112 (US), option 4

5 am – 4:30 pm CDT

MPM

tsc.ap@itweae.com

+65 9674 7646

8 am – 5 pm GMT+8

Camalot

tsc.ap@itweae.com

+86 136 3275 2779

8 am – 5 pm GMT+8

Vitronics Soltec

helpdesk.ap@itweae.com

+65 9474 0019

8 am – 5 pm GMT+8

Electrovert

tsc.ap@itweae.com

+60 12 427 6053

8 am – 5 pm GMT+8

M
MyLinda is the author of this solution article.

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