Brooks Fremont (formerly Crossing Automation)

Orders, Support & Service

On October 29, 2012 Brooks announced an agreement to acquire Crossing Automation. Since that announcement the company has worked to integrate the former Crossing products and operations, now known as Brooks Fremont, into the Brooks organization. On May 1, 2013 Brooks Fremont products and operations will be moved to Brooks Oracle ERP system. This change will align all the Brooks products and support processes worldwide. Brooks Fremont customers will experience some changes with this move to the ERP system, while there will be no change for current Brooks customers. The FAQ should help to answer the most common questions. Your current Brooks contacts are available to answer any other questions you may have.

How do I place a Purchase Order for Brooks Fremont Products?

The process for placing a purchase order has not changed. You continue to use the same procedure, email or portal, to place a purchase order as you have in the past.

Can I order both Brooks and Brooks Fremont Products on a single purchase order?

Yes. However, Brooks and Brooks Fremont products will ship separately. If you require a single shipment contact your Account Manager to make special arrangements.

Will my pricing change?

There will be no change in the price of the products.

Will my part numbers for Brooks Fremont Products change?

  • If you have a customer specific part number, your part number will not change.
  • If you do not have a customer specific part number then your part number may change. However, you will no longer be required to list detailed sub component part numbers. You will have a single part number for the product you are ordering.
  • If you are not sure if your part number is a customer specific part number, contact your Account Manager.

Will there be a cut over period where I can use my old part number for a period of time after moving to the Oracle ERP system?

Unfortunately, no. You will need to begin to use your new part number at the time of the move to the new ERP system.

How do I get a new part number for the product I want to order?

I do not have a customer specific part number today.

Contact your Account Manager to get a customer specific part number.

What about purchase orders that I have submitted prior to implementation but have not shipped yet?

Will I need to do anything with regards to those orders?

If you have submitted a purchase order prior to implementation you will not need to do anything prior to shipment.

Can I purchase Brooks Fremont spare parts from the local Brooks office?

Whether you are located within the U.S. or outside of the U.S., you can continue to purchase Brooks Fremont spare parts from your local Brooks office.

How do I contact Brooks about my order?

Contact Customer Care to with questions about your order.

Customer Care Hours

Location Hours
 China  8:30am to 5:30pm
 Europe  8:00am to 5:00pm CET
 Japan  9:00am to 5:30pm
 Korea  9:00am to 6:00pm
 North America  8:30pm to 6:30pm ET
 Singapore  9:00am to 6:00pm
 Taiwan  9:00am to 6:00pm

Customer Care GUTS Phone Numbers

Location Phone number
 China  +86-21-5131-7070
 Europe  +49-3641-4821-222
 Japan  +81-45-477-5570, ext 23
 Korea  +82-31-288-2500
 North America  800-FOR-GUTS
 (800-367-4887)
 Singapore  +65-6464-1481
 Taiwan  +886-3-552-5258

Where will I go to have my Brooks Fremont products serviced? How do I contact Technical Support?

There will be no change as to how your Brooks Fremont products are serviced. You can call your local Brooks office for service and support. In addition, you can utilize the 24 hour Brooks Guaranteed Uptime Support Line numbers below.

Customer Care GUTS Phone Numbers

Location Phone number
 China  +86-21-5131-7070
 Europe  +49-3641-4821-222
 Japan  +81-45-477-5570, ext 23
 Korea  +82-31-288-2500
 North America  800-FOR-GUTS
 (800-367-4887)
 Singapore  +65-6464-1481
 Taiwan  +886-3-552-5258

Will I still be able to access OFC?

OFC will no longer be available after April 30, 2013.

How will I make payments for Brooks Fremont products? Will there be any changes?

Banking information has changed for the Brooks Fremont products. A notification letter was sent to all Brooks Fremont customers with new banking information. You can request a copy of the letter from your Account Manager.

 

Will my payment terms change?

Payment terms for Brooks Fremont customers will most likely not change. If you are a customer of both Brooks and Brooks Fremont with different payment terms, we will need to evaluate your payment terms.

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