Support
warranty office
A plain-language guide to warranty support on South African print floors.
What the warranty office handles in a real week
The Warranty Desk page sets out what to send when a part, cartridge, or printer item has failed on site. It helps ColourRight check serial details, photos, and fault notes before warranty supply is assessed.
When a board fails, send the machine model, serial number, and a clear photo of the fitted part before anything is removed. Warranty checks on FastJET, Stormjet, and Skywalker units usually depend on readable labels, connector views, and a short note on what happened just before the stoppage. South African site conditions such as inverter changeover, dusty print rooms, and coastal moisture can affect what evidence is needed.
Take the first fault photo while the item is still installed in the printer. Include the screen message, the cable position, and any visible ink, heat, or strike marks so the warranty office can compare the failure against cartridge or part references. A saved image set from the site visit is more useful than later retakes after the assembly has been handled.
Parts evidence before removal
After the first review, you should know what evidence still needs to be added and which part number or consumable reference is under query. The aim is a tidy warranty record with the machine model, serial sticker, fault description, and site photos kept together. That makes it easier to assess a failed damper, board, cartridge, or printer component without mixing it into general support mail.
Before you send the claim, check that the printer badge, failed item label, and site name all match across the photos and notes. If more than one part may be involved, list each one separately rather than grouping the fault into one vague description. Use the contact form when email is difficult to send from site, and add the serial number of the FastJET, Stormjet, or Skywalker unit.
- Serial numbers visible in every claim
- Fault photos taken before part removal
- Specific references for cartridges and parts
Site conditions that affect warranty
Johannesburg dust, Durban humidity, and Cape Town salt air can all change how a failed item looks by the time it is photographed. A carriage board from Crown Mines may show different contamination from the same board at a coastal shop, so those conditions should be written into the claim notes. If load-shedding or generator switchover happened near the fault, include that detail with the time of the incident.
Courier collection works better when the returned item is packed with its reference note and the machine serial written on the outer label. Avoid cleaning damaged parts before photos are taken, especially on heads, dampers, and sensor assemblies where residue patterns can matter. If a cartridge leaked, show the seating area and surrounding bay, not only the cartridge itself.
Operated by Astros Marketing (Pty) Ltd from 2 Makro Place, Sunnyrock 1401.
Notes to send with failed items
For warranty supply queries, include photos, serial details, cartridge or part references, and what failed on site. Make the email subject specific, for example the printer model, failed part, and site name.
Add a short written sequence of events from the operator or technician who saw the fault first. Include what was printing, which message appeared, and whether the machine restarted, stayed down, or damaged media after the stop. That context helps the warranty office assess the claim against the photos and serial records.