Action Items

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GEM Service

GEM Service - Driving to exceed your expectations

  • Service at your site for equipment manufactured by GEM.
  • Special machines may sometimes require local, dedicated service performed by knowledgeable technicians. We can arrange for service to be performed on equipment manufactured by GEM.

The Pulse Of The Customer – Ensuring you are satisfied

  • Following the receipt of your GEM manufactured equipment, GEM Program Management will contact you monthly (minimum of 12 months, or to your request) to ensure your equipment is functioning to specification.
  • If you have issues, be it warranty, non-warranty or upgrade, GEM will remain dedicated to your cause.

GEM Service Department Hours

  • (USA) 7 AM to 4 PM EST, Monday thru Friday. We are committed to be in contact with you within 2 hours of your initial call or e-mail during GEM Service Department hours. For requests received after normal business hours, you can expect to be contacted by 8 AM EST (USA) the next business day.
  • For a request made during a US holiday, your call will be returned on the first business day following the holiday.

Contact GEM

  • Call us at 1-800-436-8345 ext 1900—or—email us at ServiceGroup@gemcity.com
  • If you reach the call message after service hours, you will be provided with three options:
    1. Leave your name, location, telephone number and a short description of your current issue. Our GEM Service Manager will return your call.
    2. E-mail your name, location, telephone number and a description of your current issue. Our GEM Service Manager will contact you.
    3. Download our GEM Customer Service Request Form.

      E-mail this form to ServiceGroup@gemcity.com, after filling in the upper part. This will enable the GEM team to gain added detail about your equipment and potential solutions

      in advance of our return call to you.

You can expect GEM's continued commitment through issue resolution and beyond!

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