I need help to solve a technical problem
Q: My customer’s machine is down. What can I do?
A: The Mutoh Europe Service Department can help you with the diagnosis and recommendations for its repair on site. After sending your inquiry by e-mail or submitting it using the Support Portal at http://support.mutoh.eu, you will automatically receive a ticket number for further follow-up.
Q: How to contact Mutoh Europe via the ticketing system?
A: Login into to our customer-portal and raise a new support ticket, to submit your inquiry via http://support.mutoh.eu using the appropriate contact form. Through your personal account, your inquiries (sent by e-mail or submitted through the portal) as well as the follow up can be consulted at all times in your personalized portal. If you don't have access to the portal, send your inquiry by e-mail (see topic below).
Q: I have an active account on the support-portal / ticketing-system but I don't know my password?
A: If you have an active account, you can easily reset your password to your personal e-mail address, via the login page
Q: Which e-mail address should I use?
A: In case you don't have an active account for the support-desk, the following general e-mail addresses are used to streamline the inquiries. This will enable our team to follow up your inquiry faster and more accurately. Of course, follow up will be done by a dedicated person at Mutoh Europe which will contact you personally.
- Sales Support - sales.support@mutoh.eu
Requests about sales, price, pricing sheets, SPAs, reseller discounts... - Hardware Support - hardware.support@mutoh.eu
Requests about technical support, service, maintenance... - Product Support - product.support@mutoh.eu
Requests about applications, profiles, media, software... - Marketing Support - marketing.support@mutoh.eu
Requests about promo materials, images, editable files, website... - Environment, Health, Safety & Regulations Support - ehsr.support@mutoh.eu
Request about certifications, MSDS, CE, ROHS, WEEE, REACH...
I need spare parts
Q: I want to place a spare part order but I cannot find the part number I need.
A: You can find spare part price lists per model with sell able spare parts and assemblies on our website in "My Mutoh >> Download Pricing Info". Your spare part discount per product group can be found in your confidential company pricing sheet.
Q: Does Mutoh Europe offer service parts for discontinued products?
A: Mutoh Europe will offer service parts for discontinued products for the expected lifespan of the product after its last date of manufacture. If you need to order service parts for a product which was discontinued several years ago, you can mail to order@mutoh.eu and ask Mutoh Europe Order Entry Department to check the remaining availability. Part numbers of obsolete service parts of which stock is exhausted since publication of the spare part price list will be removed in the next revision.
Q: How do I order spare parts?
A: Send your order directly to the Mutoh Order Entry Department, using one of following options:
For a spare part stock order with an average processing lead time of 2 working days
- mail to order@mutoh.eu
For a spare part red order with a processing time of 1 day (with red order surcharge)
- mail to red.order@mutoh.eu
Details and conditions of the Red Order Procedure are available on our website in "My Mutoh >> Download Logistics & Forms"
I have defective parts in warranty
Q: I need warranty replacement for my faulty spare part.
A: Mutoh Europe doesn’t ship warranty parts free-of-charge. Place a stock order or a red order for the requested spare part with the Mutoh Europe Order Entry Department. You can use the Mutoh Order Form or Mutoh Red Order Form.
Q: I want warranty credit for my faulty spare part.
A: Download the relevant Service Form from the Mutoh Europe Reseller zone or our Support Desk Knowledge Base to apply for warranty credit to the RAS Department. The warranty credit application is an integrated part of the Return Procedure.
Q: The spare part I received is not what I ordered.
A: Contact hardware support to determine the correct part number for reordering with Mutoh Order Entry Department. Download the relevant Service Form in preparation of your application for return of the wrong part.
Q: I want to return a new and unused spare part for credit.
A: Contact RAS@mutoh.eu. The RAS Department will evaluate whether the spare part can be accepted for return credit. A restocking fee of 20% will be deducted from the amount to be credited.
Q: The product I received is damaged.
A: Contact order@mutoh.eu to report the transportation damage mentioning the shipping details (PO number, invoice number, …). Mutoh Order Entry Department will verify the shipper or the consignee bore the transportation risk of the said shipment, and depending on this result evaluate whether credit or free replacement can be granted. For replacement goods, place a new order with Mutoh Order Entry Department through the normal order channel.
Q: Who do I contact for return of my goods ?
A: A return authorisation number is required for any return of goods to Mutoh. By contacting RAS@mutoh.eu with background information on the reason for the return, a RAS or RAM number will be issued to you. The return shipment should be marked with this number.
Q: Who is paying for the return freight cost ?
A: Unless previously defined otherwise, return freight cost should be borne by you as shipper. You may therefore select the forwarder of choice for the return shipment to Mutoh.
In case the returned item should be sent back to you after intervention/repair at the Mutoh facilities, the following will apply :
- Goods under warranty : return freight will be borne by Mutoh (= each party pays one way)
- Goods out of warranty : return freight will be charged to you/should be borne by you.
What is the warranty period for my product?
Q: What is the warranty period for my machine?
A: Warranty period per product model and corresponding print heads can be consulted in the Warranty Info Document on the Mutoh Europe Reseller zone.
This sheet contains the standard Mutoh Factory warranty. During Special actions these conditions can be different.
Q: When does the warranty period start?
A: The warranty period starts:
- On date of activation of the unit via the website
→ valid for printers - On the installation date or 3 months from invoice date (for stocking purposes), whatever comes first
→ valid for cutters
Q: Is the warranty on spare parts the same as on machines?
A: A spare part has a warranty period of 6 months after invoice date.
(Exception: as of 01-05-2022 some models of spare print heads have a different warranty policy - see further)
Q: Are there exceptions?
A: parts with limited lifetime and print heads are listed in the Warranty Info Document.
Q: What is the warranty period on print heads?
A: A distinction has to be made between the original head(s) in your printer on the moment of purchase and separately purchased spare print heads.
- Original print head: the warranty period of the print head is mentioned in the Warranty Info Document.
- Spare print head:
- Type 1: a warranty period of 6 months from invoice date applies to a purchased spare print head.
- Type 2: a warranty period of 12 months from installation date applies to a purchased spare print head.
More detailled info on these types can be found in this mailing.
Q: Do I get warranty credit for consumables?
A: No, consumables do not qualify for the same warranty conditions as spare parts. Media, ink and supplies (swabs, polyknit wipers…) are regarded as consumables: warranty credit can only be granted in case these show an inherent defect immediately upon arrival or immediately after these are put to use.
Q: What is understood under DOA (dead on arrival)?
A: A spare part or printer/cutter is qualified as being dead-on-arrival when it does not work immediately after installation. In order to also cover possible "hidden issues" the maximum number of days which can be qualified as DOA is 4 days after installation.
Article changes
Revision 1.2 : Initial release, based on document ref. AP-76851
Revision 1.3 : 13-09-2019 Minor changes, adding links to related documents
Revision 1.4 : 16-09-2020 revise some sentences.
Revision 1.5 : 23-02-2021 Website links revised.
Revision 1.6 : 21-01-2022: changed warranty start date (removed "6 months from invoice date").
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