Support and spares
What ships with the machine, what you have to prepare on site, what the warranty does and does not cover, and where blades and cutting strips come from once the first set is worn out.
Four things people come here for
Choosing the line
Send the job rather than a model name. The media decides the line: roll stock goes to the roll-to-roll machines, flat sheet and board to the flatbed tables, single printed sheets with a stack feeder to the label systems, plain vinyl to the plotters.
- The printed sheet
- A photo is usually enough to pick the line and the blade set
- Media and thickness
- Stock type, gsm or micron, laminate if any
- Finished part
- Contour, size, and whether it is cut or also creased
- Run length
- Per job and per month; short runs and repeat programmes differ
A physical sample is signed off before a run. That sample is the reference for both sides afterwards — it is worth more than a specification sheet when a cut is disputed.
What is in the crate, and what is on you
- Blade set
- Matched to the media discussed on the order
- Cutting profile
- Force, speed and depth for that media
- Manual
- Operation and maintenance for the model
- Training
- Remote by default, included in the machine
- Floor space
- Including the travel of the gantry or the unwind
- Power
- Voltage and current as quoted for your configuration
- Compressed air
- Where the line requires it
- Extraction
- Where the media calls for it
- Access
- Doorway, lift or stair — tell us before shipping
Work caused by site conditions found on arrival is charged separately and is not treated as a defect. On-site commissioning and training are quoted per project, because they depend on where you are and how many people need to learn the line.
One year, and what it covers
- Period
- One year, counted from delivery unless the order confirmation states otherwise
- Covers
- Defects in materials and workmanship
- Does not cover
- Wear parts, and damage from a wrong blade, wrong depth or media outside the stated range
- After it ends
- Service does not stop; parts and support continue
- To make a claim
- Order reference, plus a photo or short video of the fault
Most claims are resolved without a visit, which is why the order reference and a photograph are asked for first. Full wording sits in the terms, section 07.
Blades, strips and mats
Blades, cutting strips, mats and similar parts wear with use and sit outside the warranty. They are priced separately and kept in stock for the models we ship, so a worn strip is an order rather than a service call.
- What we need
- Model, and the order reference the machine came from
- Blade angles
- 45°, 58° and 60° depending on the line and the media
- Cutting strips and mats
- Held for the models in range
- Lead time
- Confirmed on the quotation, not on the site
If a cut has gone bad, change the blade before changing anything else — a worn blade and a wrong depth setting produce the same symptom, and only one of them is a part you have to buy.
Profiles, plug-ins and the licence
- Environment
- Windows XP, 7, 8 or 10, depending on the model
- Front end
- CorelDRAW or Illustrator plug-in, and Camera Cut for camera positioning
- Licence
- Tied to the machine and the computers that drive it, for as long as you own it
- Not permitted
- Resale, sublicensing or bundling into another product
- Profiles
- Kept current for the models we ship
A profile is only warranted for media we have tested. A stock we have never cut may still run, but it is set up on your material and proven with a sample rather than promised from a list. Full wording in the terms, section 05.
Three causes that are not faults
Not every bad cut is a defect. Three causes sit outside warranty and account for a fair share of the calls that turn out to be setup — worth checking before packing the machine up or booking a visit.
The blade is worn or the wrong angle
A dull blade drags instead of cutting, and the symptom looks identical to too little force. Fit a new blade of the stated angle before changing any setting.
angle
The depth is set past the media
Cutting into the strip or the mat is a depth problem, not a force problem. Back the blade off and re-run the sample that was signed off.
setting
The media is outside the stated range
Each model page lists a cuttable material and a maximum thickness. Stock beyond either figure is a different job, not a machine fault.
range
If the contour drifts on every sheet the cause is upstream of the blade: check the printed registration marks and the camera positioning first. If it drifts only on some sheets, suspect the print rather than the cutter.
If the crate arrives damaged
Inspect the shipment before the packaging is broken down. Report visible transit damage to the carrier and to us within seven days of delivery, with photographs, and leave the packaging as it arrived until we have answered.
Visible wording in the terms, section 09. Crates are photographed before dispatch, which is the reference used when a claim is examined.
Send the order reference
For a fault, include the order reference and a photo or short video. For a wear part, include the model. Both get answered faster than a description of the symptom alone.