Question 1

What is the warranty period and coverage?

Accepted Answer

Warranty is one year. From 1st to 3rd month, free parts and shipping. From 4th to 12th month, free parts but customer pays shipping. After 13th month, customer pays for parts and shipping. Online service is provided for the machine's entire life.

Question 2

How do you provide service in case of failure?

Accepted Answer

You can contact us immediately for a video meeting where an engineer will guide you to solve the issue. Alternatively, you can send a full video of the problem, and we will teach you how to fix it.

Question 3

Can you specify the parts that are and are not under warranty?

Accepted Answer

For detailed warranty information, please refer to the general warranty terms. For maintenance, water needs to be checked and waste water removed daily. Maintenance frequency depends on production volume, specifically regarding sugar size and burner cleaning.

Question 4

Can you connect to the machine remotely?

Accepted Answer

The machine has a website background where you can view sales amounts and material stock. It can connect to WiFi, but remote control is not currently supported. However, an app allows you to view detailed data on sales and earnings.

Question 5

What kind of malfunctions occur in the product in general?

Accepted Answer

Usually, malfunctions occur due to customers using the wrong sugar, which blocks pipes and the burner. We supply usual spare parts with the machine so customers can replace them immediately without delay.

Question 6

What is the average life of the machine and production rate?

Accepted Answer

With proper use, the machine can last about 5 years. Each 8kg of sugar can produce 200-250 pieces of candy. Production time per candy is typically 60-180 seconds depending on color and shape.

Question 7

Is the machine suitable for working outdoors?

Accepted Answer

Yes, the machine can be placed outside, but it requires a roof for protection. It is electric and cannot be exposed directly to rain or sunlight.

Question 8

Will the machine arrive ready to work?

Accepted Answer

Yes, the machine is installed well before shipping. Upon receipt, you only need to put the top light head on the body and connect the power to start using it.

Question 9

What are the payment details for machine fees?

Accepted Answer

We accept payment through Ali, but there is an extra 3% handling charge if you choose this method.

Question 10

What procedure is applied if the machine arrives defective?

Accepted Answer

All machines are tested before shipping to ensure normal operation. If any broken parts are found upon receipt, we will send parts for exchange.

Question 11

Can advertising videos be played on the machine screen?

Accepted Answer

Yes, you can upload advertisement videos. The video length should be about 3 minutes, and there are specific size requirements. Music changes must be requested beforehand.

Question 12

Does the machine have a food production certificate?

Accepted Answer

Yes, the machine has CE and RoHS certifications.

Question 13

Does the machine have a counter to see production data?

Accepted Answer

Yes, the machine has an app counter that displays detailed data including daily, weekly, and monthly production.

Question 14

How to fix a software error?

Accepted Answer

If a software error occurs, please contact us, and we will fix it for you.

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