Support
Warranty support
A practical route for warranty support on South African packaging floors, written for teams who need clear machine and fault records.
How warranty support works in a production week
The warranty desk is for logged machine issues that need proper records from the start. Send the press details, fault description, photos, and any service history tied to the affected section.
Begin a warranty case with the press model, serial number, affected unit, and the exact stock being run when the fault appeared. Include whether the job was on film, paper, or board, which ink system was in use, and any recent power trips or air pressure changes at the site. Teams in Johannesburg, Durban, and Cape Town often find that these operating details explain repeat faults far faster than a short fault note.
Take clear photos before any parts are moved or cleaned. Capture the damaged area, the control screen, the web route, and the last usable print if registration, ink laydown, or tension is involved. A complete image record helps link the problem to the press section, not just the visible symptom on the pack.
Warranty records that matter
The file should show what failed, where it happened on the machine, and what the press was doing immediately before the stop. Add dates, shift notes, alarm messages, and any service work carried out on the same unit. That gives the warranty desk a usable history instead of scattered messages from different operators.
Use the contact form for the full warranty brief with machine details, timing of the failure, and the service record so far. If parts came through Durban Port or were fitted after delivery to Bellville, note that in the case details together with the relevant press specification. Where the issue relates to a wider machine record, connect the warranty case to the matching lines note and a web notes entry before adding unrelated items.
- Serial number and press section identified
- Fault photos taken before adjustments
- Service history attached with dates
Claim checks under South African site conditions
Site conditions across South Africa affect how a warranty issue should be recorded. Inland plants may need dust contamination noted around sensors, web guides, and electrical cabinets, while coastal plants should mention corrosion, moisture, or cleaning frequency near the affected assembly. If the machine runs around dispatch deadlines from major industrial hubs, separate the logged fault from wider production pressure.
Load shedding events, generator changeovers, and voltage instability can matter where drives, heaters, controls, or curing systems are involved. Note any compressed air fluctuations, recent technician visits, and whether the fault appears only at speed, during start-up, or after wash-up. These details narrow the case to a component, setting, or operating condition rather than a general complaint.
Operated by Astros Marketing (Pty) Ltd from 2 Makro Place, Sunnyrock 1401.
What to send with the case
Send the warranty brief with photos, machine details, timing, and the failure record to date. Keep the subject line clear.
Include the purchase reference, installation record, and any part numbers tied to the affected station or assembly. Where layout changes were made after delivery, add the latest machine configuration so the paperwork matches the press in production. Keep counter readings, alarm logs, and operator notes from the same day in the file while they still match the event.