When to Log a Support Call
Log a support call as soon as you notice a change in cutting quality, odd noises, warning lights, smoke build-up or a machine that will not start. Early reporting often keeps a small issue from turning into a longer stoppage, especially when the unit is used daily for acrylic, wood or leather work.
Log a Support Call is for faults, servicing, operator questions and general technical help. If the machine is still running but not performing as it should, tell us what changed, when it started and whether anything was done before the problem appeared. A clear first report helps us plan the right response.
- Cutting is incomplete or uneven
- Edges are burnt, rough or cloudy
- Machine will not power on or home correctly
- Cooling, extraction or air assist is not behaving as expected
- Operator needs help with setup, focus or safe use
What To Include In Your Request
Use the enquiry form on our contact page and give as much detail as you can. Include the machine model, serial number if available, material type, thickness in millimetres or metres as applicable, and the exact fault you are seeing. If the issue happens only on certain jobs, mention that too.
It also helps to tell us whether the machine is in a workshop, retail space or industrial site, and whether it has single or three phase power. In Johannesburg and other busy city sites, power interruptions and load-shedding can affect settings, cooling and alignment, so note any recent outages or generator changeovers.
- Machine model and age
- Material and thickness being cut
- Fault message, sound or symptom
- Recent power cuts, relocations or cleaning
- Your location, suburb or town
How We Handle Fault Reports
Once your support call is logged, we review the issue and decide whether it can be handled by remote support, an on-site visit or a workshop inspection. Simple operator errors or setting questions can often be sorted quickly. Mechanical faults, optics problems or cooling issues may need a technician on site.
We work from Wynberg, Johannesburg and support clients in Sandton, Pretoria, Midrand, the East Rand, the West Rand, Durban and Cape Town. For larger machines or urgent stoppages, we will ask focused questions so we can arrive with the right tools and parts. That saves time and avoids repeat visits.
- Remote troubleshooting for simple issues
- On-site fault finding where needed
- Parts and spares advice before a visit
- Clear next steps for repair or maintenance
Common Service Issues We Attend To
Our support team deals with a wide range of practical problems, from dirty optics to misaligned beams. Coastal humidity can affect mirrors, lenses and electrical components, while dust and smoke build-up can reduce cut quality in inland workshops. Regular checks help, but when a fault does appear, it should be handled properly.
We also assist with extraction problems, chiller and cooling checks, air assist faults, beam alignment, relocation support and annual service plans. If the machine was moved recently, even a short distance, mention it. A shift in position can change alignment and hose routing more than most people expect.
- Optics cleaning and beam alignment
- Cooling system checks
- Extraction service and smoke removal issues
- Relocation and reinstall help
- Preventive maintenance and annual servicing
Training Questions Can Be Logged Too
Not every support call is about a broken part. Sometimes the machine is working but the operator needs help with focus height, speed settings, cut order or safe day to day use. We handle these calls as well, because good training reduces waste and keeps the machine productive.
If a new operator has joined the team, or your staff need a refresher after a busy season, log the issue and note what they are struggling with. We can guide them on basic operation, cleaning routines, material handling and safe shutdown procedures. A short session often solves problems that otherwise keep reappearing.
- New operator setup and basic use
- Material handling and test cuts
- Safe start-up and shut-down steps
- Routine cleaning and care
What To Expect After You Log In
After you submit the form, keep your machine accessible and avoid further adjustments until we have reviewed the fault. If the issue is electrical, cooling related or linked to cut quality, extra changes can make diagnosis harder. It is better to leave the current settings as they are and send clear notes or photos if requested.
We will confirm the next step, whether that is remote help, a service booking or a site visit. In many cases we can advise on immediate checks while you wait for a technician. If the machine must be left idle, we will tell you what to isolate and what to keep running, so the job site stays safe and ready.
- Keep the machine in its current state
- Do not alter settings unless asked
- Prepare access to the unit and work area
- Have any fault notes ready for the technician
