Technical support escalation means stopping operation, securing equipment, and contacting qualified BORVEX personnel when visible damage, specification uncertainty, repeated air-supply problems, or abnormal tool behavior indicate that continued use without review may increase risk or equipment wear.
Contact BORVEX technical support when specification uncertainty, visible damage, missing documentation, or repeated operating concerns exist. Do not attempt internal repair, pressure adjustment, or field modification without qualified guidance.
Why early escalation matters
Contractors often continue operating when symptoms appear marginal — slow advancement, intermittent leaks, or uncertain specification fit — hoping conditions will improve. Early escalation reduces the risk of compounding wear, incomplete bores, and unsafe air-system conditions.
Qualified technical support exists to review application fit, external condition, air-supply configuration, and documentation gaps before further operation. Contacting support early typically requires less recovery effort than continuing under uncertain conditions.
This guide describes when to stop and what information to prepare. It does not authorize internal repair, pressure adjustment, field modification, or continued operation of damaged equipment.
Stop operation for visible damage
Stop operation immediately when visible damage is observed on the tool body, external components, hose, or connections. Impact marks, cracks, deformation, missing external parts, or compromised connection threads indicate conditions that require qualified review.
Do not attempt to operate, adjust, or field-modify damaged equipment based on general troubleshooting content. Secure the tool, document observed damage, and contact BORVEX technical support through the Technical Support page before continued use.
Stop for damaged hoses or couplings
Damaged pressure hose — cuts, bulges, exposed reinforcement, abrasion, or kinks — must be removed from service. Do not field-repair pressure hose or continue operation with compromised hose sections.
Worn, leaking, or incompatible couplings create both delivery and safety concerns. Stop operation when coupling damage is identified. Document connector types and replace with rated components only after qualified guidance when uncertainty exists.
Stop for unexplained leaks
Audible hissing, visible air escape at connections, or rapid compressor cycling may indicate leakage in the delivery path. Stop operation and inspect external connections and visible hose sections.
Leaks that persist after external inspection, or leakage suspected at the tool body beyond accessible connections, require qualified review. Do not disassemble the tool to locate internal leaks based on this guide.
Stop for abnormal sound or vibration
Pneumatic piercing tools produce characteristic operating sounds during normal cycling. New or changed sounds — metallic impacts, grinding, irregular cycling, or excessive vibration — may indicate conditions beyond normal wear.
Stop operation when sound or vibration changes unexpectedly during a run or appears after transport or storage. Document timing, duration, and operating conditions when the symptom occurred. Do not continue operating to complete a bore when abnormal behavior is present.
Stop for unexpected tool behavior
Unexpected behavior includes stalling after previously acceptable performance, failure to advance in suitable soil, irregular cycle patterns, or deviation beyond project tolerance without explanation.
Stop operation and document jobsite conditions, air-supply configuration, and behavior timing. Compare current setup against the pre-operation plan and current BORVEX technical documentation. Contact support before resuming when behavior cannot be explained by external air-supply or jobsite changes alone.
Stop for repeated air-supply problems
Repeated stalling, pressure drop under load, or weak performance despite reviewing hose length, diameter, and connections indicates a systemic delivery problem or specification mismatch.
Do not compensate by increasing pressure beyond manufacturer limits. Stop operation, document compressor and hose configuration, and contact BORVEX for air-supply review. See the Common Air Supply Problems article for high-level diagnostic context.
Contact support for specification uncertainty
Contact BORVEX before operation when uncertainty exists about whether the selected tool, compressor, hose configuration, or operating pressure range matches current project requirements and published specifications.
Specification uncertainty often appears during planning — not only after a failed run. Early contact reduces mobilization of incompatible equipment and supports accurate model selection for the segment.
Contact support before using unverified parts
Replacement hose, couplings, fittings, or external components from unverified sources may not match rated pressure, bore, or compatibility requirements for pneumatic piercing tools.
Contact BORVEX before installing unverified parts or mixing inventory from unrelated equipment categories. Do not fabricate adapters or modify connections for pressure service without qualified approval.
Contact support when documentation is missing
Current technical data sheets, service records, and warranty documentation support safe operation and accurate support review. Missing or outdated documentation for a fleet tool creates specification uncertainty.
Retrieve current BX Series technical data sheets from the Downloads Center before operation. Contact support when documentation for the specific model and serial number cannot be confirmed.
Contact support before selecting a model
Model selection depends on conduit diameter, bore distance, soil conditions, depth, compressor output, hose configuration, and jobsite access — not fleet habit alone.
Contact BORVEX with complete project details before ordering or operating a model on a new segment. Application confirmation from qualified personnel reduces selection errors and incompatible mobilization.
Contact support after transport damage
Transport can cause impact damage, shifted connections, or hose damage even when no operation occurred. Inspect external condition after unloading before pre-operation checks.
Contact support when impact marks, bent connections, or suspected cargo contact is observed. Do not operate a tool with suspected transport damage without qualified external review.
Contact support after extended storage
Tools idle for extended periods may be exposed to moisture, corrosion, or environmental conditions that affect external components. Storage does not eliminate the need for inspection — and may introduce conditions requiring support review.
Contact BORVEX when returning a tool to service after extended storage in harsh conditions, when documentation is incomplete, or when external condition differs from records at the time of storage.
What information to collect
Complete information enables faster and more accurate support review. Collect the items in the support-information checklist below before contacting BORVEX technical support.
Partial information is acceptable when some details are unavailable — provide what is known and note gaps. Support personnel can guide additional documentation needs based on the reported symptom.
What photos may be useful
External photographs help support personnel assess visible condition without an on-site visit. Useful images include overall tool exterior, connection points, hose routing, coupling configuration, and any visible damage or leaks.
Include scale context when practical — a reference object or adjacent component — and multiple angles of affected areas. Photographs do not replace qualified inspection but accelerate initial review.
Do not disassemble the tool to obtain internal photographs. External documentation is sufficient for initial escalation in most cases.
Model and serial-number documentation
Provide the exact model designation — for example, BX75 or BX105 — and serial number when available. Accurate identification ensures support review references the correct technical data sheet and service history.
Verify model and serial against the tool body marking and fleet records before contacting support. Mismatched records delay review and may produce incorrect guidance.
Compressor information
Document compressor make, model, observed gauge readings at rest and under load, and any simultaneous air demand from other equipment on the same compressor.
Note whether performance symptoms correlate with compressor cycling, thermal shutdown, or pressure drop when the tool begins continuous operation. Airflow and pressure ratings from compressor documentation help support compare delivery against tool requirements.
Hose and connection information
Record total hose length, inside diameter, coupling types, and the number of fittings in the path from compressor outlet to tool inlet.
Document whether symptoms change with shorter hose configuration or different routing. Include photographs of hose path and connections when practical.
Project and soil information
Provide jobsite conditions relevant to the reported concern — soil type, moisture, bore distance, depth, conduit diameter, and any utility clearance considerations.
Note whether the symptom occurred on the first run, mid-bore, or after a configuration change. Environmental differences from previous successful jobs help support distinguish application issues from equipment concerns.
What technical support should not be asked to replace
Technical support review complements — but does not replace — operator training, utility locating, permit compliance, jobsite risk assessment, or qualified on-site supervision.
Support personnel provide application and equipment guidance based on verified documentation. They cannot substitute for local regulatory compliance, geotechnical evaluation, or crew safety programs on the jobsite.
Do not request informal authorization to exceed published operating pressure, bypass safety devices, operate visibly damaged equipment, or perform internal repair procedures not covered by qualified service channels.
BORVEX Technical Support
When any stop-work or escalation condition in this guide applies, contact BORVEX through the Technical Support page at /support/technical-support. Prepare the support-information checklist items before reaching out.
Technical support is available for application questions, specification review, external condition assessment guidance, and coordination of qualified service when required. Early contact with complete information produces the most useful review.
Support information checklist
Collect the following before contacting BORVEX technical support. Partial information is acceptable — note unavailable items when submitting a request.
Information to collect before contacting support
- Contact name and company
- Tool model designation
- Serial number when available
- Purchase information when available
- Observed symptom or concern
- When the symptom occurred — timing, frequency, and operating phase
- Compressor make and model
- Compressor airflow rating from documentation
- Compressor pressure rating and observed gauge readings
- Hose inside diameter
- Total hose length and routing notes
- Coupling configuration and fitting count in the delivery path
- Jobsite conditions — altitude, temperature, humidity when relevant
- Soil description and bore segment details
- Photos of external tool condition, connections, and hose routing when practical
- Current BORVEX technical documents being used for the project
BORVEX BX Series overview
BORVEX manufactures BX Series pneumatic piercing tools for underground conduit and utility pathway work. Brief model summaries below use centralized BORVEX technical data. Contact BORVEX to confirm application fit before specifying any model.
Final tool selection depends on conduit outside diameter, bore distance, soil conditions, required depth, compressor output, hose configuration, launch and receiving space, existing utilities and jobsite requirements. Contact BORVEX before selecting or operating a model.
BX60
- Outside diameter
- 60 mm
- Recommended bore
- 40–140 mm
- Air consumption
- 0.6–1.2 m³/min
BX75
- Outside diameter
- 75 mm
- Recommended bore
- 40–140 mm
- Air consumption
- 0.6–1.5 m³/min
BX90
- Outside diameter
- 90 mm
- Recommended bore
- 40–140 mm
- Air consumption
- 1.2–2.0 m³/min
BX105
- Outside diameter
- 105 mm
- Recommended bore
- 40–140 mm
- Air consumption
- 1.6–2.5 m³/min
BX120
- Outside diameter
- 120 mm
- Recommended bore
- 40–140 mm
- Air consumption
- 2.0–3.0 m³/min
BX140
- Outside diameter
- 140 mm
- Recommended bore
- 40–140 mm
- Air consumption
- 3.0–4.0 m³/min
Frequently asked questions
Stop immediately for visible tool or hose damage, unexplained leaks, abnormal sound or vibration, unexpected stalling or behavior, or any condition where continued operation may create safety risk. Secure the equipment and contact BORVEX before resuming.