How do I know when to contact the manufacturers help desk or when to contact OEC?

It is always best to contact the manufacturer first. Even if it is an issue that they cannot assist with, they do maintain a history of calls and will document your concerns. It will also allow an OEC technician to contact the manufacturer and review troubleshooting that has already occurred, and reduce the on site time required for repairs. If the equipment is covered by warranty, the manufacturer will in most cases contact us directly to arrange repairs.