Warranty and Service Support
Technical Cluster provides warranty and post-warranty support for the supplied equipment.
The warranty duration, the procedure for calculating the warranty period, and the scope of warranty obligations are defined in the contract.
The start date of the warranty period depends on the terms of the specific contract. It may be linked to the equipment delivery date, the signing of the acceptance certificate, or the commissioning of the machine.
A single warranty period is not established for all equipment models and configurations. The exact warranty duration is determined individually for each order.
Information required for a warranty claim
In the event of a malfunction, the customer should contact the service department and provide information that will help carry out a preliminary diagnosis:
- the equipment name and model;
- the serial number;
- the date the machine was commissioned;
- a detailed description of the malfunction;
- the circumstances in which the problem occurred;
- the CNC system message or error code;
- photographs or video recordings demonstrating the malfunction.
Depending on the nature of the problem, the service specialist may request additional information about the operating conditions, equipment operating modes, and maintenance already performed.
Diagnostics and troubleshooting
After the request is received, the provided information is reviewed and the next course of action is determined.
At the first stage, remote diagnostics may be carried out with the involvement of technical specialists. Some problems can be resolved by checking settings, software parameters, and connections in accordance with the manufacturer’s recommendations.
If remote diagnostics are insufficient, an on-site visit by a service engineer to the customer’s facility is arranged.
Based on the inspection results, the following work may be performed:
- additional equipment diagnostics;
- adjustment of mechanical, electrical, or software components;
- repair or replacement of defective parts;
- restoration of individual units to working condition;
- verification of the machine’s accuracy and operating parameters;
- preparation of recommendations for further operation.
The procedure and time required to complete the work depend on the nature of the malfunction, the availability of the necessary spare parts and components, the need to involve the manufacturer, and the terms of the specific supply contract.
Conditions for maintaining warranty coverage
To ensure proper and safe operation of the equipment, the manufacturer’s requirements specified in the technical documentation and operating manual must be followed.
In particular, it is necessary to:
- use the equipment for its intended purpose;
- comply with the permitted operating modes;
- perform the required maintenance in a timely manner;
- use the recommended lubricants and technical fluids;
- ensure the required parameters of the electrical power supply, compressed-air system, and other utility connections;
- avoid making unauthorized changes to the equipment design, electrical circuits, or software.
The complete list of conditions for maintaining warranty coverage and any applicable limitations is defined in the contract and the documentation for the specific equipment.
Post-warranty service
After the warranty period has expired, the customer may request post-warranty service support.
Depending on the needs of the company, the following services may be offered:
- remote technical consultations;
- an on-site visit by a service specialist to the customer’s facility;
- repair or replacement of mechanical and electrical components;
- CNC system setup and adjustment;
- verification of equipment geometry and accuracy;
- technical maintenance;
- recommendations for further operation and malfunction prevention.
The cost and time required for post-warranty work are determined after information about the equipment has been received and a preliminary diagnosis has been completed.