TECHNICAL SUPPORT
We provide reliable technical support through toll-free phone service and email. Our team is ready to assist with troubleshooting, replacement parts, and on-site service when required, so you can keep your shop running smoothly.
When contacting support, please have the machine model and a brief description of the issue ready. This helps us assist you quickly and accurately.
HOW TO GET SUPPORT?
BECAUSE WE CARE
We are committed to supporting our customers beyond the sale. Our team is always ready to help answer questions and resolve issues quickly and effectively.
OUR DIFFERENCE
Quality and transparency guide everything we do. Our support team is dedicated to providing reliable solutions so you can get the best performance from your machines.
CUSTOMER SERVICE
First contact in 24h
Our goal is to contact you within 24 hours of your first support request. We analyze the issue, identify the cause, and provide a response often on the same business day.
Ticket solved in 7 days
We strive to resolve most support tickets within 7 days, ensuring a complete and effective solution without disrupting your workflow.
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Ticket solved time
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Additional Support Resource
Frequently Asked Questions (FAQs)
Shipping & Delivery
If your shipment arrives damaged, incorrect, or with missing items, please inspect it immediately upon delivery. Any damage or loss must be reported to Maksiwa within three (3) business days of delivery. Freight claims must be filed directly with the carrier, as Maksiwa is not responsible for damages or losses occurring during transit. Supporting photos and documentation may be required.
If your machine or product was purchased through an authorized Maksiwa dealer, please contact the dealer directly for order details, invoices, or shipping information. For purchases made directly from Maksiwa, you may contact our customer service team by phone or email. If the request is urgent, please let us know so we can prioritize your inquiry.
Maksiwa machines are securely packaged on wooden pallets or in reinforced cardboard crates, depending on the product. Packaging is designed to protect the equipment during transportation and to facilitate safe handling and delivery.
If you are interested in becoming a shipping or logistics partner, please contact Maksiwa’s Logistics Department by email at customer.service@maksiwa.com with your company details and service information.
Warranty, Returns & Repairs
New Maksiwa machines purchased directly or through authorized dealers: 2-year limited warranty from the shipment date.
Open-box machines purchased through Maksiwa Outlet: 1-year limited warranty.
Warranty covers defects in materials and workmanship under normal use and maintenance conditions.
Yes. Machines purchased through authorized dealers must be registered within 30 days of purchase for full warranty coverage.
Normal wear and tear or consumables (belts, bearings, blades)
Damage caused by misuse, neglect, accidents, improper installation, lack of maintenance, insufficient dust collection, or unauthorized repairs
Damage from external events like fire, flooding, or natural disasters
Use of non-original components
Alteration of original features
Improper maintenance or cleaning
Misuse of the machine
Unauthorized modifications
Mechanical shock or exposure to unsuitable conditions (humidity, corrosive agents, etc.)
No, unless explicitly stated in writing by Maksiwa. Warranty generally covers replacement parts due to manufacturing defects.
The defective part must be returned to Maksiwa for inspection. Replacement approval is at Maksiwa’s discretion. Technical support for installation or troubleshooting is available via phone, email, or video.
No. All dealer purchases must be returned to the original point of purchase. Maksiwa cannot process dealer returns directly.
Direct-purchased parts and accessories may be returned within 60 days of purchase if in original packaging and resalable condition. An RMA number is required for all returns. Returns without an RMA will not be accepted. Unauthorized returns may incur a 25% restocking fee.
An RMA (Return Merchandise Authorization) ensures returns are processed correctly. Products must be returned within 30 days of RMA issuance.
OUTLET MACHINES
Outlet machines are professionally inspected and certified by Maksiwa technicians to ensure reliable operation. They may include demo, showroom, refurbished, or customer-returned units. Cosmetic wear such as scratches or small dents may be present, but all units are fully tested.
All Maksiwa Outlet machines carry a 1-year limited warranty, covering defects in materials and workmanship under normal use and maintenance.
Yes. Each unit is tested to ensure proper operation and performance, despite minor cosmetic imperfections.
No. The warranty covers functionality and manufacturing defects, not superficial cosmetic wear.
HUMAN RESOURCES
If you are interested in joining the Maksiwa team, please send your resume to customer.service@maksiwa.com. All submissions are reviewed internally, and qualified candidates will be contacted if there is a suitable opportunity.