Support
warranty office
A clear process for warranty support on South African workshop floors, aimed at people who already know the equipment.
How the warranty desk works in a normal week
The Warranty Desk page deals with support queries linked to machines sold by Erin Machine Tools. When reporting an issue, include the machine details, fault description, and photos so the claim can be checked against the sale terms.
For a warranty query, begin with the machine model, serial number, and date supplied by Erin Machine Tools. Note the fault during use, the material being machined, and whether the issue showed up on start-up, under load, or after a tooling change. Johannesburg dust, coastal corrosion, unstable power, and handling damage in transit can all affect how a claim is assessed.
Photograph the machine before any parts are removed or covers are opened. Clear images of the affected area, the control panel, and the machine nameplate help link the report to the original sale record. Keep any loose parts, filters, belts, or damaged consumables aside in case the warranty desk needs to see what failed.
Details that support a claim
A useful warranty submission names the machine correctly and describes the symptom in workshop terms. Include whether the fault is electrical, hydraulic, pneumatic, or mechanical, and mention any alarms, noise, vibration, or loss of accuracy. That makes it easier to compare the problem with the sale terms and the machine condition recorded at handover.
Check the machine once more for transport damage, missing guards, leaking oil, or signs of incorrect installation before sending the report. If a lifting contractor or courier handled the machine, name them and describe any damage to the crate, base, or impact points through the contact form. Say which area failed.
- Model and serial number recorded
- Fault photos taken before dismantling
- Sale documents kept with report
Claim checks before collection
Warranty checks on machine tools need context from the site where the machine is running. A lathe in Crown Mines, a boring machine near the coast, and valve grinding equipment in a dusty inland shop will not present wear and contamination in the same way. State if the machine is on a production line, in maintenance use, or still being commissioned after delivery.
Power interruptions can trip drives, controls, and lubrication cycles, so mention any outage close to the fault. Air lines, coolant quality, spindle oil level, and foundation stability should also be checked before a claim is logged. On imported equipment, incorrect voltage or phase rotation can look like a machine defect when the source is actually installation related.
Operated by Astros Marketing (Pty) Ltd from 2 Makro Place, Sunnyrock 1401.
What to send the desk
Send the invoice reference if available, the machine details, and a short fault summary written from observation rather than guesswork. List what the operator was doing at the time, what material was in the machine, and whether any tooling, settings, or attachments were changed just before the problem appeared.
It helps to report the issue while the machine setup, operators involved, and recent maintenance steps are still easy to verify. Attach photos, video if useful, and any notes from installation or commissioning that relate to the fault. If parts have been removed to prevent further damage, say exactly what was taken off and where it is being kept.
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