Support Matters as Much as the Product
An animatronic dinosaur is a significant investment, and it is a complex electro-mechanical machine that will need service and support over its lifetime. The quality of after-sales support is just as important as the quality of the dinosaur itself — a dinosaur that breaks and cannot be fixed quickly is a dead investment. This guide covers everything you need to know about warranty, service, and support when buying animatronic dinosaurs.
Standard Warranty Coverage
SAGE standard warranty covers the following:
- Warranty period: 12 months from the date of installation (or 18 months from shipping, whichever comes first). This is the industry standard for quality animatronic manufacturers.
- What is covered: Defects in materials and workmanship — manufacturing defects, faulty components, poor workmanship, and failures due to normal use within specifications.
- What is NOT covered: Damage from misuse, abuse, neglect, improper installation, accidents, natural disasters (floods, earthquakes, etc.), normal wear and tear, and unauthorized modifications.
- Remedy: SAGE will repair or replace any defective parts at our discretion, at no cost to the customer within the warranty period.
- Labor on-site: Standard warranty covers parts cost. For on-site labor, arrangements vary by package — some include it, some do not. Always ask about labor coverage.
- Shipping: Standard warranty covers shipping costs for replacement parts to your location. Expedited shipping may be at the customer's expense.
Extended Warranty and Service Contracts
For clients who want longer coverage and more comprehensive support, SAGE offers extended service plans:
- Extended warranty: 2-5 year extended warranty plans that extend the standard warranty coverage. Pricing is typically 10-20% of the purchase price per year.
- Preventive maintenance visits: Annual or bi-annual scheduled maintenance visits by SAGE technicians. Includes inspection, cleaning, lubrication, adjustment, and replacement of wearable parts before they fail.
- Priority response: Service contracts include priority technical support — your issues go to the front of the line.
- Spare parts kit: Many service contracts include a spare parts kit kept on-site at your location, so you have the most commonly needed parts immediately available.
- Remote monitoring: Premium service contracts include remote monitoring of your animatronics — our technicians can often diagnose and fix issues remotely before you even know there is a problem.
- Cost-benefit: A service contract typically costs 5-15% of the purchase price per year. For most commercial attractions, the peace of mind and minimized downtime are well worth the investment.
Spare Parts and Availability
Parts availability is critical for long-term ownership:
- Standard parts: Motors, sensors, bearings, and other standard components are generally available from SAGE and often from local suppliers as well.
- Custom parts: Custom-molded skin sections, custom frame parts, and proprietary components are only available from the manufacturer. This is why choosing a manufacturer that will be around long-term is so important.
- Parts lifespan: Different parts have different lifespans: motors 7-10 years, electronics 5-7 years, skin 5-8 years, bearings 5+ years, structural frame 20+ years.
- Spare parts kit: We strongly recommend purchasing a spare parts kit with your dinosaur — especially if you are in a remote location. The kit should include: spare motors, control board, sensors, bearings, skin repair materials, and common hardware.
- Lead times: Standard spare parts typically ship within 1-3 business days. Custom parts may take 1-4 weeks depending on complexity.
- Long-term availability: SAGE has been in business since 2005 and keeps parts designs for all models we have ever produced. You will not be left without parts because we discontinued a model.
Technical Support
Quality technical support makes a huge difference when you have problems:
- Support channels: SAGE provides technical support via email, phone, WhatsApp, and video call. We have support staff available during business hours China time, with emergency support available 24/7 for priority clients.
- Response times: Standard support response within 24 business hours. Priority support response within 4 hours. Emergency support for critical issues is available 24/7.
- Remote diagnostics: Many problems can be diagnosed remotely via video call. Our technicians can walk you through troubleshooting steps, test components, and often resolve the issue without needing to send a technician on-site.
- Documentation: Every dinosaur comes with a comprehensive manual including wiring diagrams, parts lists, maintenance procedures, and troubleshooting guides.
- Language: SAGE technical support is available in English, Chinese, and other languages via translation support.
On-Site Service and Installation
For major installations and complex projects, SAGE offers on-site services:
- Installation: Our technicians can travel to your location to install and commission the dinosaur. This is highly recommended for large, complex, or custom animatronics.
- Warranty service: If a warranty issue cannot be resolved remotely, we will send a technician on-site (terms vary by warranty package).
- Preventive maintenance: Scheduled maintenance visits by SAGE technicians to keep your dinosaurs in top condition.
- Repair and refurbishment: Major repairs, skin replacement, full refurbishment, and upgrades — all can be done on-site or at our factory.
- Travel and logistics: On-site service costs include round-trip airfare, accommodations, per diem, and daily rate. We provide transparent, all-inclusive quotes before work begins.
Operator Training
Proper operator training is essential for getting the most out of your animatronic investment:
- Basic operator training: How to turn the dinosaur on and off, start and stop sequences, basic daily checks, and safety procedures. Usually provided during installation or commissioning.
- Maintenance training: How to perform routine maintenance tasks — cleaning, lubrication, adjustments, and simple repairs. Reduces your reliance on manufacturer service.
- Troubleshooting training: How to diagnose common problems, identify faulty components, and perform basic repairs. Can significantly reduce downtime.
- Advanced technical training: For venues with their own technical staff, we can provide in-depth training on control systems, programming, and advanced repairs.
- Training formats: On-site training (during installation or separately), factory training (visit our facility in Zigong), or video training (pre-recorded and live).
- Documentation: All training is accompanied by written manuals and guides for reference.
What to Look for When Comparing Manufacturers
Do not just compare prices — compare support too. Ask these questions:
- How long is the warranty, and exactly what does it cover (parts only, or parts + labor)?
- Do you offer extended warranty or service contracts? What do they cost and what do they include?
- How long does it typically take to get replacement parts?
- What technical support channels are available, and what are the response times?
- Do you provide on-site service? What are the costs?
- Do you provide operator and maintenance training?
- How long has your company been in business, and will you still be around in 5-10 years when I need parts?
- Do you keep parts for old models, or do you discontinue support?
SAGE's Commitment to Support
At SAGE, we believe our relationship with the customer starts when the dinosaur is delivered, not ends. Our after-sales support is designed to keep your animatronics running reliably for years — with fast response, knowledgeable technicians, and genuine parts availability. We have clients who have been running our dinosaurs for 10+ years and still call us for parts and service — that is the kind of long-term relationship we build with every customer.
Have Questions About Warranty or Support?
If you have specific questions about warranty, service, or support, contact our customer service team. We are happy to walk you through what is included and what options are available — no sales pressure, just honest information.
