Quality &
After-Sales Support
Machine checks, technical guidance and replacement parts — support built around your equipment and your order.
How After-Sales Support Works
Report an issue, review the findings and confirm the next step before support is arranged.
- 01
Report the issue
Send the model, serial number, a description of the fault and relevant photos to your order contact.
What to include in your report → - 02
Review & investigate
We review the machine details and symptoms. Additional information or suitable remote checks may be needed.
- 03
Confirm the solution
The proposed action, applicable warranty and any relevant parts, freight or other costs are confirmed before proceeding.
- 04
Arrange support
Based on the agreed solution, we coordinate relevant guidance or parts supply and confirm availability and dispatch arrangements where required.
Tell Us What Happened. We’ll Review The Next Step.
A clear first report helps us identify your machine and decide what to check next.
Include in your first message
- Machine identificationModel, serial number and engine serial number where relevant.
- Operating hoursA clear photo of the current hour-meter reading.
- Fault descriptionWhat happened, when it started and the operating conditions.
- Photos or videoThe affected area, any error code and the symptom where it is safe to record.
- Maintenance & repair historyRecent servicing, repairs or changes relevant to the fault.
Parts Support, With Clear Next Steps.
Start with the exact machine and the part you need. Send the model, serial number and a photo or part number so compatibility and availability can be checked before supply is confirmed.
If you are unsure which part is required, describe the issue and share clear photos of the affected area. A parts request and a warranty assessment are handled differently, as outlined below.
| What to confirm | Warranty request | Paid parts request |
|---|---|---|
| Review basis | The reported issue and the written warranty applicable to your machine. | The required part and whether it is compatible with your machine. |
| What to provide | Machine model and serial number, fault description, relevant photos and available maintenance records. | Machine model and serial number, part number or clear photos, required quantity and delivery destination. |
| Costs | Any covered remedy and remaining customer costs are confirmed in writing. | Part price, freight and applicable charges are confirmed before ordering. |
| Next step | Review the proposed remedy and confirm any remaining costs in writing before replacement or other work proceeds. | Confirm the quotation, part identification, quantity and availability before placing the parts order. |
Before dispatch
Confirm the part identification, quantity, delivery address and shipping method. Check these details against the agreed solution or quotation before dispatch arrangements are made.
Costs & responsibility
Parts, freight, duties and local labour are not automatically included. Responsibility is confirmed against the written warranty and agreed resolution.
Availability & timing
Availability and timing depend on stock, sourcing and destination. Confirm the proposed schedule for your request; no universal dispatch or transit time is promised.
Your questions, answered.
Clear guidance on coverage, parts and the next step for your machine.
What warranty applies to my machine?
The warranty period, start date, operating-hour limit and covered components are specified in the written terms for your order. Ask our team to confirm the terms for the exact model and configuration.
How are warranty requests assessed?
We review the fault, machine details and evidence against the applicable warranty. Any proposed remedy and remaining customer costs are confirmed before work or shipment proceeds.
Are wear items and maintenance covered?
Normal wear and routine maintenance are different from manufacturing defects. The cause and applicable terms determine coverage; items are not rejected solely by their name. Damage related to use, maintenance, modifications or transport is reviewed against the relevant evidence.
Can I request photos or an independent inspection?
Request machine photos, operation footage, inspection records or third-party inspection in advance. Scope, availability, scheduling and costs require prior agreement. Certificates must be confirmed for the specific model, configuration and destination.
What technical guidance is available?
Ask about troubleshooting assistance, parts identification and available operation or maintenance documents for your machine. Scope and arrangements are confirmed for the request. Stop using equipment if a fault affects safe operation, and do not attempt unfamiliar repairs or pressure tests to prepare a report.
What if I do not know the part number?
Send the machine model and serial number, clear photos of the part and where it is fitted, and the quantity needed. Our team can review the available information and may ask for further details before confirming compatibility.
Are freight and local repair costs included?
Do not assume that freight, duties or local labour are included. Responsibility depends on the applicable written warranty and the agreed resolution. Confirm any covered remedy and remaining costs before work or shipment proceeds.
When can replacement parts be dispatched?
Availability and dispatch arrangements are confirmed for the specific request. Stock, sourcing and destination can affect timing; confirm the proposed schedule before proceeding.
Check your written terms
Refer to the warranty supplied with your order for the start date, period, operating-hour limit and covered components.
Keep the relevant records
Keep your order reference, machine details and maintenance or repair history together so your request can be linked to the correct equipment.
Missing some information?
Send what you have and explain what is missing. Further details may be needed before coverage, compatibility or a solution can be confirmed.