After-Sales Service Policy
The after-sales service policy of MSG Equipment is aimed at meeting customer needs and maintaining a high level of service.
- Warranty Service
- Basic Warranty
We provide a two-year warranty on MSG Equipment products. The warranty period begins from the date of shipment from the manufacturer’s/distributor’s warehouse. Detailed information about the basic warranty is outlined in the “Warranty Obligations” document. - Warranty Repair
Repairs are carried out to restore full functionality of the equipment (excluding appearance). All repairs covered by the warranty are performed at the manufacturer’s expense. Simple repairs may be carried out by the customer independently; the manufacturer provides consultations and necessary spare parts, which must be delivered within no more than two months. Complex repairs are performed by distributors or the manufacturer within two months, including delivery. The repair period may be changed upon prior agreement. - Non-Warranty Repairs
Non-warranty repairs are carried out under the same rules as warranty repairs, but on a paid basis. - Warranty on Repair Work
The validity of the basic warranty is extended by the duration of the repair work. The warranty on the repaired unit remains valid either until the end of the original warranty or for one year after the repair, whichever is later. - Delivery for Repair
Unless otherwise agreed, delivery related to warranty cases is paid for by our company.
- Technical Support
- Response Time
Our technical specialists provide support from Monday to Friday, 09:00 to 18:00 Kyiv time (EEST, UTC+3). Communication may also be arranged outside these hours by individual agreement. We respond within 2 hours during business hours. After the initial interaction, further work stages and contact times with the customer are agreed upon. Messages can be sent to the chat at any time — responses will be provided according to the work schedule. - Communication Channels
Technical support is provided via WhatsApp and Telegram. After the equipment is sold, the sales manager creates a technical support chat in the messenger preferred by the customer. - Assistance with Setup, Installation, and Troubleshooting
Technical support provides informational assistance with commissioning, software updates, service maintenance, troubleshooting, and minor repairs. Support is offered via online messaging, phone calls, and video calls. Customers receive text and video instructions.
- Customer Training and Support
- Training
Technical specialists conduct product usage workshops and training on aggregate repair technologies. Customers are provided with methodological materials and video tutorials. - Customer Support
Technical specialists provide online informational assistance with product use and aggregate diagnostics techniques. Customer support is provided in accordance with the “Response Time” section.
- Regular Technical Maintenance
- Technical Maintenance
Technical maintenance of the products is performed by the customer independently. Detailed process descriptions and maintenance intervals are provided in the operating manual. The customer is responsible for compliance. - Consumables
Consumables for maintenance are purchased by the customer independently from suppliers in their region. For additional information about consumables, the customer may contact technical support. Consumables, excluding working fluids and lubricants, can also be purchased from our company. - Software Updates
The installation/update of software is performed by the customer independently according to the procedure described in the operating manual. If any questions arise, the customer should contact technical support. The frequency of software updates is determined solely by our company. - Product Modification
Product customization for specific customer needs, major overhauls, or restoration to "like-new" condition is not provided.
- Provision of Spare Parts
- Spare Parts Range
The manufacturer provides the full range of spare parts for all current products. For discontinued products, spare parts are guaranteed to be available for three years after production ends. - Independent Purchase
The manufacturer does not object to the customer independently purchasing standard spare parts, but approval from technical support is required. Warranty obligations remain valid in this case.