# SUPPORT

We offer technical support through toll free service and e-mail, providing solutions to questions, replacement of parts and onsite assistance when needed.

How to procced

For assistance contact Maksiwa by phone and/or e-mail providing your name, best number to contact you, e-mail and a brief description of your question/issue and what type of machine do you have.

Because we care

Maksiwa is committed to answering any of your questions about our machines. Our knowledgeable customer service associates will be pleased to provide you with any assistance on any issues you may encounter with our products.

Our Diferencial

Quality and transparency are priorities among our values. Our support team is committed to provide all necessary solutions for our customers utilize their machines in the best possible way.

ASK A SERVICE TECH

TELEPHONE

+1 (844) 319-6594

EMAIL

[email protected]

CUSTOMER SERVICE

FIRST CONTACT IN 24h

Our goal is to contact customers within 24 hours of the first support request. We first analyze the issue, then we identify the problem, and before the end of the day the customer has our response.

First Reply Average time - 2023
0 Hrs

TICKET SOLVED IN 7 DAYS

We strive to have the request resolved within 7 days. It is enough time for us to completely satisfy the customer needs without hurting his work flow.

Ticket Solved Time - 2023
0 Days

WARNING

CBC.E, CBC.MR, CBC/2.MR e CBC.Flex

Do not use any glue with temperatures above 180° Celsius / 356º Fahrenheit nor glue with temperatures lower then 130° Celsius / 266º Fahrenheit. This machine will only work correctly if the proper glue is used. Proper glue should have an average temperature between 130° to 180°Celsius / 266º to 356º Fahrenheit and be pellet glue.

We recommend thefollowing glues:

• Jowat White color (ref. 282.21)
• Jowat Natural color (ref. 282.20)

• Kleiberit Ivory color (ref. 788.3/20)
• Kleiberit White color (ref.788.3/10)

Any brand of pellet glue with tempatures between130° to 180° Celsius / 266º to 356º Fahrenheit

You can use glue from other brands as long as it has an average temperature rating between 130° to 180° Celsius / 266º to 356º Fahrenheit and as long as it is pellet glue. Damage as a result of incorrect glue may result in the warranty being voided.

For more information or assistance please visit our website at: www.maksiwa.com and our YouTube page: Maksiwa USA were you can find step by step instructions on how to set up your equipment, instruction manuals among other useful tips.

For any further assistance, contact us at: +1 (844) 319-6594 or email us at [email protected]

WARNING

CBC.T

Do not use any glue with temperatures above 210° Celsius / 410º Fahrenheit nor glue with temperatures lower then 180° Celsius / 356º Fahrenheit. This machine will only work correctly if the proper glue is used. Proper glue should have an average temperature between 180° to 210°Celsius / 356º to 410º Fahrenheit and be pellet glue.

We recommend thefollowing glues:

• Jowat (ref. 280.30)
Process Temp 180 - 200ºC

• Kleiberit (ref. 779.6) Process Temp 180 - 200ºC

Any brand of pellet glue with tempatures between180° to 210° Celsius / 356º to 410º Fahrenheit

You can use glue from other brands as long as it has an application temperature rating between 180° to 210° Celsius / 356º to 410º Fahrenheit and as long as it is pellet glue. Damage as a result of incorrect glue may result in the warranty being voided.

For more information or assistance please visit our website at: www.maksiwa.com and our YouTube page: Maksiwa USA were you can find step by step instructions on how to set up your equipment, instruction manuals among other useful tips.

For any further assistance, contact us at: +1 (844) 319-6594 or email us at [email protected]

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? FAQ

SHIPPING INFORMATION

If you notice any damage to the shipment, refuse the delivery and do not sign any document given to you.  Your signature indicates there was no issue during delivery. In case you did sign it, e-mail [email protected] the pictures along with a detail explanation of what happened, these will be taken on a case by case bases.

Contact Maksiwa or the dealer where you bought the equipment at. If the information is needed urgently, please contact us and let us know its urgency.

Maksiwa machines are packed on top of wooden pallets or in cardboard boxes. Both are shrinkwrapped and bubble wrapped to prevent damages and to speeds up the process and facilitates the transport.

Please contact our Logistics Department, via e-mail at [email protected].

HUMAN RESOURCES

Forward a resume to [email protected]. That way your resume will be reviewed.

WARRANTY TERMS

  • The warranty period begins on the date of the Warranty Terms below.
  • Within the warranty period, the manual labor and the components replaced by manufacturing defect will be provided for free as long as duly proved by Maksiwa Service.
  • Third-party manufacturing equipment that makes up the MAKSIWA equipment (such as motors, electrical equipment, belts etc.) are subject to the terms and conditions of warranty of their respective manufacturers.
  • In case an exchange of machine is needed, please return the defective part or machine to MAKSIWA.
  • All workplace adaptations for the equipment are under the responsibility of the machine owner.
  • If you notice any defect or malfunction when receiving the equipment, get in touch immediately with the manufacturer or Dealer. Do not turn it on.
  • Not included in this warranty is any technical visits aimed at cleaning or adjustments caused by wear, resulting from normal use of the equipment.
  • The warranty does not cover problems caused by mistreatment, carelessness, misuse or inappropriate use of the functions designed for this equipment in this manual, as well as poorly executed operations by untrained operators to operate it.
  • MAKSIWA is not responsible for lost productivity, direct or indirect damages caused to the owner of the equipment or to third parties, or any other expense, including lost profits.
  • Even under warranty, you may lose its validity as follows:

a) Application of non-original components;
b) Alteration of its original features;
c) Lack of proper maintenance;
d) Improper use of the equipment;
e) Change in equipment or electronic connections;
f) Damage caused by mechanical shock or exposure to unsuitable conditions (humidity, salt spray, corrosive agents, etc.);
g) Damage caused by bad weather (floods, flooding, lightning, power outages etc.).

For your safety, trust the repairs, maintenance and adjustments (including inspection and replacement) for technical assistance recommended by MAKSIWA, always use genuine spare parts and accessories, reassembling to its original machine the same way.