What kind of warranty is provided after a sushi machine is sold and delivered?
How would a customer make a warranty claim?
All sushi machines are covered by a one year warranty from the time we deliver the sushi machine to the customer. This warranty covers all parts and labour cost to rectify a design or manufacturing defects. This means that if the sushi machine does not perform to the specification as stated in the catalogue, then, it will come under a warranty claim. Sushi Machine has to be informed of a warranty claim when the problem is first observed.
What would be provided if it is a Warranty claim?
The customer should inform our office immediately (by phone call, SMS or email) upon noticing any activity or performance of a sushi machine that is not conforming to the specification as stated in the Operation Manual. However, if the error is cause by an Operator’s failure to follow the instruction as stated in the Operation Manual, then, it would not be considered a warranty claim.
Some simple steps are to be followed when calling or emailing for service….Before contacting us, please check that if there is an Error Code, then, refer to the Operation Manual where the solution is provided. If the problem cannot be found in the Operation Manual…then, first identify the model and serial numbers of the sushi machine…this can be found on the name plate. Secondly, provide your details….contact person, company name, phone/mobile email address. Thirdly, explain the symptom…example…’the slide tray moves in but does not comes out’ or an Error Code ‘EE’ appears etc. We will review and advise further. From our experience, most problems are Operator related and could have been solved by referring to the Operation Manual.
What happens if the problem was cause by Operator’s mistake or is not a warranty claim?
We will pay for local technical support where ever possible to rectify the problem. If spare parts are required, we will send them from our Australia/New Zealand base. We will send the spare parts from Japan by courier if not available locally. If the repair cannot be done by a local technician, then the sushi machine may be required to be sent to our Service Centre in Melbourne. The cost of freight is to be shared between customer and Sushi Machine.
Would an extended warranty be provided?
Upon checking the sushi machine, if the problem is identified as being caused by Operator’s mistake or not covered by the warranty, then, the full cost of repair including packing and freight will be for the customer’s account. Please note that the Operation Manual is very comprehensive and if a customer follows the instructions in the manual fully, there would not be any need for repair during the warranty period. If the customer attempts to repair the sushi machine on their own, it will void the warranty and may be dangerous to do so.
How difficult is it to repair a sushi machine after it has been used for some time?
Yes, we offer an additional warranty extension for another year at A$550 per sushi machine (gst included). This extension must be taken within one week of delivery of the sushi machine. Terms and claims for the extended period are similar to the original warranty period and the extension comes immediate upon the expiry of the original warranty. No further extension for any sushi machine is provided beyond the second year.
As most sushi machine will be used for years, how do we deal with wear and tear?
The design of the sushi machine is based on the modular concept. Most components are ‘plug and play’. Most electrical connections are identified which means that if an electrical component is faulty, it is a matter of removing that component and replacing with a new component. Since the connections are identified, it is just a matter of reconnecting and the sushi machine should be operational again.
It is recommended that a sushi machine should be reviewed after every 3 to 5 years of use depending of the volume of sushi being produced. As with all machines, there will be wear and tear…the idea of this service is to identify component that possibly may be worn more than normal. After the service and if components are replaced as recommended, a six months warranty is provided for all components replaced. This means that if that replacement component fails within the 6 months, we will send a new replacement without charge.