Complaint Resolution Policy
Minamoto Machinery is committed to delivering reliable after-sales support for all used CNC machines we supply. Below are three real-world complaint cases and how we successfully resolved them — demonstrating our fast response and technical expertise.
✅ Case 1: Spindle Vibration on Machining Center (Vietnam)
Issue:
A customer in Vietnam reported that the spindle of a used machining center vibrated upon startup, affecting machining accuracy.
Resolution:
Our technical team provided real-time video support, guiding the customer to check spindle belt tension and tool installation;
Diagnosis: Slightly loosened spindle bearing;
We shipped a replacement bearing free of charge, along with a video guide for installation;
The customer completed the replacement, and the machine resumed stable operation.
✅ Case 2: Language Barrier on Fanuc Control System (Colombia)
Issue:
A customer in Colombia received a CNC lathe with a Fanuc control panel set to Chinese, causing difficulty in operation.
Resolution:
Our engineer provided a step-by-step video call via WhatsApp to guide the customer in switching the interface language to Spanish;
We sent a multilingual operating manual and training video for quick onboarding;
The customer was able to begin production the next day and expressed high satisfaction.
✅ Case 3: Z-Axis Problem on Machining Center Center (Egypt)
Issue:
An Egyptian customer reported rough movement on the Z-axis of a machining center center, suspecting a problem with the screw or guide rail.
Resolution:
After reviewing the customer’s video, our engineer diagnosed a lubrication issue due to transportation vibrations loosening oil lines;
Our local engineer in Egypt visited the customer, adjusted the oil circuit, and added lubricant;
The issue was resolved on-site, and the customer praised the fast and professional local service.
📌 Standard Complaint Resolution Procedure
24-hour response to all after-sales complaints;
Remote video diagnosis as the first step, followed by on-site support in key regions (Vietnam, Colombia, Egypt, Saudi Arabia);
Free replacement of faulty components during the warranty period, with shipping covered by us;
Every machine is tracked using a unique service ID to ensure full traceability of issues and repairs.
📩 If you have any complaints or encounter any issues with your CNC machine, please contact our service team. We are ready to provide fast, professional solutions tailored to your needs.
MINAMOTOMACHINERY COMPANY LIMITED
Address:
3Room 102, Building 4, No.2 Dahuan Road, Dalingshan Town, Dongguan City, Guangdong Province
Email: scarletliu673@gmail.com
Hotline: 86 147 396 66321
Website: http://minamotomachinery.com
