Is your Powermatic 2 Plus, 3 Plus, 4 or 5 no longer working well? First check that it is properly clean: in most cases that is the cause. If it still does not work after that, you read here how the warranty works.
Clean it first
Clean the machine, and above all the tobacco chamber, thoroughly with the cleaning kit that comes with it. Run the machine a few times without tobacco and check that no tobacco residue sticks to the injection slot any more. If it no longer fills the tubes completely, there is usually caked-on tobacco residue on the pin, in the copper nozzle or on the blade. How to fix that, you read under cleaning and maintenance.
The warranty
Your Powermatic has a limited warranty from the importer: 1 year on the mechanical part and 2 years on the electronics, from the date of purchase. It covers defects in material and workmanship. This warranty comes on top of your 2-year statutory guarantee, see the terms and conditions.
The warranty does not apply to damage from a fall, wear, incorrect use, an accident or neglect. A machine that has not been maintained properly, or that no longer fills the tubes completely because there is tobacco residue in it, is not covered either. We send your machine to the importer. If the importer finds that the problem comes from poor maintenance, the importer charges for the repair, and we pass those costs and the shipping on to you. Anyone who sends a machine for repair accepts this. So only send your machine in case of a mechanical or electronic defect, and clean it well first.
How to send back a faulty machine
- Ask for it Ask for the repair in your account, under Returns and repairs, or with the button on your order. Describe what is wrong, give the serial number (on the sticker underneath) and add photos or a video. Bought the machine in the shop? Then add a photo of your receipt.
- Wait for our approval Do not send anything yet. We look at your request and tell you by e-mail whether you may send the machine.
- Send it Pack the machine well, preferably in its original box, with the original invoice, the filled warranty card and your name and address. Without these we cannot handle your request.
- Repair The machine goes through our supplier to the importer and is repaired or replaced. This usually takes more than 3 weeks.
