Why operator-led support is different

Core Wellness has operated two North Dallas spas — Little Elm and Lewisville — for ten years. The equipment we sell is equipment we run.

That changes what support looks like:

• We know which error codes matter and which ones clear themselves.
• We know the settings clients actually respond to, not just the ones in the brochure.
• We know what a machine costs to run in a week, because we pay for it.
• We know which upsell does not work, and we will tell you before you buy it.

A reseller escalates you to the factory. We usually already know the answer.

What comes with your purchase

Every machine ships with the manufacturer's manual and documentation. Beyond that:

• Onboarding session: [RICK: is an onboarding/training session included with every purchase? How long, and delivered how?]
• Manufacturer training materials: [RICK: which manufacturers provide video training or certification, and is it included?]
• Protocol and settings guidance: [RICK: do you hand over your own protocols/session settings from the spa floor? This is a genuine differentiator if you do.]
• Number of staff covered: [RICK: is training per-site, per-person, or unlimited?]

What the training covers

[RICK: list what training actually covers. Likely candidates, but confirm each: safe operation and shutdown, client screening and contraindications, session protocols and settings, cleaning and daily maintenance, common faults and first-line troubleshooting, how to sell and package the service.]

Training is machine-specific. What a cryo cabin operator needs to know is not what a sauna operator needs to know.

Remote support

Most problems are solved without anyone travelling. Phone, video call, and photos of the error screen resolve the majority of what comes in.

• Support hours: [RICK: support hours and time zone]
• Response time: [RICK: target response time — and be conservative, this is a promise customers will hold you to]
• Out-of-hours / machine-down: [RICK: is there an emergency route when a machine is down mid-shift, and does it cost anything?]
• Channels: phone, email, and video call. [RICK: confirm whether SMS or a shared channel is offered for existing customers]

On-site training and visits

• Is on-site training available? [RICK: yes/no]
• Included or paid? [RICK: is on-site training included in the purchase, or quoted separately?]
• Travel area and travel costs: [RICK: what area do you cover without travel charges, and how are costs handled outside it?]
• Retraining after staff turnover: [RICK: can an existing customer book refresher training, and at what cost?]

If you are in the DFW area there is a third option: come and see the machines running on our floor before you commit. Book a tour.

Parts and consumables

Support is not much use if the part takes three weeks to arrive. We keep common consumables and wear parts on hand so a machine does not sit dead waiting on a shipment — liners, O-rings, and the small items that stop a room earning.

Reorder from Consumables & Parts, or call and we will get it moving.

Before you buy

The best support call is the one that happens before the order. Tell us the room, the power you have, and what you want the machine to do for the business. We will tell you which unit fits, which one does not, and what it takes to run it — even when that means selling you less.

Talk to an operator.

How to reach us

• Email [email protected]
• Call +1 (214) 244-0163
• Or use the contact page

Have your order number and the serial number from the machine's plate ready — it saves a round trip.