Required information for submitting a technical support request

To ensure your technical support request is handled as quickly and accurately as possible, our engineering team requires specific information about the machine and the fault before a case can be opened and assigned.

Requests submitted without this information will be delayed, as our agents will need to follow up before any diagnosis can begin.

Mandatory machine identification

1. Machine Serial Number This is the unique identifier stamped on the machine's identification plate. It allows our team to retrieve the full technical history of your machine from our system, including factory specifications, past modifications, and previous service records.

2. Machine Model and Type Provide the full commercial name of the machine (for example: BSF 42.16 H, M 52-5, or TD 60). If you are unsure, this information is also available on the identification plate next to the serial number.

Mandatory fault description

3. Description of the fault Describe what is happening in as much detail as possible. Include:

  • What the machine was doing when the fault occurred (pumping, positioning, idle)
  • What the operator observed (unusual sounds, leaks, loss of pressure, error codes on the display, abnormal movement)
  • When the fault first appeared (date and shift)
  • Whether the fault is continuous or intermittent

4. Machine operating hours Provide the current reading from the machine's hour meter. This helps our team assess wear levels and maintenance status.

Additional information (required for specific request types)

For warranty claims: Warranty coverage applies within the first 12 months from the machine's official commissioning date. To process a warranty claim you must also provide:

  • Date of commissioning (puesta en marcha)
  • Proof of purchase or delivery document
  • Commissioning protocol signed by the local distributor

For hydraulic or electrical faults: If available, please attach or describe:

  • Hydraulic pressure readings at the time of the fault
  • Any visible oil leaks (location and estimated volume)
  • Error codes or alarm messages shown on the control panel

For documentation requests (blueprints, schematics, manuals): In addition to the Serial Number and Model, specify the exact document you need:

  • Hydraulic circuit diagram
  • Electrical / wiring schematic
  • Maintenance and service manual
  • Commissioning protocol (protocolo de puesta en marcha)

What happens after you submit your request

Once our team receives your request with all the required information, your case will be assigned to the responsible technical agent for your business unit. You will receive a confirmation with a case reference number and an estimated response time.

For critical machine-down situations, please indicate URGENT in your message subject line.