Specs
Warranty support specs
Setup notes and briefing numbers for warranty support.
Warranty claim information required
The Warranty Desk specs page explains how warranty support is handled for supplied machines and components. It outlines the information needed when a fault is reported, including machine details, installed parts, and the issue found on site.
Open every warranty report with the machine model, serial number, install date, and factory where it is running in South Africa. Include the failed item, what the operator saw, and whether the stop happened during cutting, engraving, drilling, or idle start-up. Dust levels, coastal corrosion, unstable power, and compressor quality can change the fault pattern, so note those conditions in the brief.
Photographs need to show the full machine, the nameplate, the affected assembly, and the part in position before removal. Add close images of connectors, broken edges, alarms on the screen, and any consumable wear that may be linked to the problem. A short video of the noise, misalignment, or alarm sequence often helps when the issue is intermittent.
Documents sent with each claim
The warranty pack should carry the commissioning date, service history, and any parts changed after installation. Attach inverter settings, controller alarm codes, lubrication records, and photos of the electrical supply where relevant. If a replacement was fitted temporarily, note the part number used on site and whether production resumed afterwards.
Use the machine identification exactly as shown on the plate and match it to the installed options before submitting through the contact form. State whether the machine is a CNC router, fibre laser, CO2 laser, or another supplied unit, then list spindle power, table size, controller type, and the failed component. For imported spare parts, add the courier label or crate reference if it is still available.
- Model, serial, install date
- Photos of plate and failed part
- Alarm code and operating condition
Site conditions affecting warranty review
Machines in Durban and other coastal areas may show rust, connector oxidation, or moisture inside cabinets, so include cabinet photos when reporting electrical faults. Gauteng workshops often deal with fine dust, which can affect rails, sensors, extraction filters, and cooling airflow. Where load-shedding or generator use is part of the site setup, record the power source present when the failure occurred.
Warranty checks differ between a chiller fault, a spindle bearing issue, and a laser source alarm, so describe the symptom rather than naming a cause too early. Note if the machine was cutting mild steel, stainless, acrylic, MDF, or another material when the issue appeared. Settings such as gas pressure, feed rate, spindle speed, and nozzle condition can be relevant to the assessment.
Operated by Astros Marketing (Pty) Ltd from 2 Makro Place, Sunnyrock 1401.
Before sending the warranty brief
Send the warranty brief with machine photos, serial details, install date, and the failed component. Make the subject line match the machine and claim.
Confirm that the machine is safe to inspect, isolate power where needed, and photograph the condition before further strip-down. Gather the install record, service notes, and the exact part label from the failed item or its housing. If a technician has tested voltage, air supply, or alignment on site, include those readings with the report.
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