Technical Support Policy

COLORJET Bangladesh provides technical-support direction for supplied or supported products through official phone, WhatsApp, service request and scheduled engineer channels.\n\n1. Start with diagnosis\nPlease provide machine model, serial number if available, location, issue description, photos/video and production impact. This helps the team assess whether remote guidance, parts review or an onsite visit is required.\n\n2. Remote and onsite support\nRemote guidance may be provided where appropriate. An engineer visit is scheduled based on issue priority, area, engineer availability, warranty/AMC status, parts availability and site safety.\n\n3. Customer site conditions\nThe customer must provide safe access, stable power/grounding, operator cooperation and the required test media/ink where applicable. Unsafe or inaccessible conditions may delay service.\n\n4. Chargeable work\nOut-of-warranty service, transport, consumables, printheads, small spares, misuse, damage, third-party modifications and work outside an approved coverage plan may be chargeable after confirmation.\n\n5. Service record\nWork performed, parts used, observation, recommendations and customer acknowledgment may be recorded on a job card or service report.