Masterwood machines are present in many markets and operate in very different production contexts, from advanced joinery to industrial production. That is why our after-sales technical service is designed to be reliable, fast and valuable throughout the product life cycle:
- During thestart-up of the machine
- At all times duringdaily use
- For regular maintenance
- when updates are needed
Each machine is registered with essential information for effective support (calibration parameters, configuration details, installed components and software) so that our team of technicians can intervene in a targeted and fast manner.
Technical support contacts
Our team of experts is at your disposal to provide technical support and solve any operational needs on Masterwood machinery and software. You can request support through the following channels:
- Telephone: call +39 0541 745211 by pressing 3 to speak directly with the after-sales service department.
- Email: write to the address service@masterwood.com describing your request and indicating the model and serial number of the machinery.
Online remote assistance
When the machine is set up to connect to the network, in-depth diagnostics can be carried out and action can be taken remotely through online teleservice.
Remote support helps reduce response time and, in many cases, restore production quickly, limiting costs associated with downtime.
To perform online remote assistance, follow the directions of our technicians and download the appropriate software according to the type of intervention needed.
Masterwood TeamViewer Support
TeamViewer, the number one remote support software, is used by our technicians to provide comprehensive support without the need to travel to the company. Click on the button below, download the application by saving it to your computer’s desktop, and when the download is complete, start it by double-clicking on the file. Our technicians will take care of the rest by providing you with all the necessary directions.
Note: Do not start the installation directly from the download window.
Masterwood TeamViewer Assist AR
With TeamViewer Assist AR (Pilot), our technicians can provide you withsimple, fast, and secure remote assistance to identify and fix physical machine problems using your smartphone camera, without the need to travel to the company.
This application is available for both Android smartphones/tablets and iOS devices(iPhone and iPad).
Do you have questions about assistance?
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How can I request technical assistance?
You can contact us through the support channels indicated in the Contact > Support section. To expedite handling, indicate machine model, serial number, and a description of the problem (photos or video if available).
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Do you offer remote telecare?
Yes, when the machine is set up for connection, our technicians can perform remote diagnosis and support on software, parameters, configurations, and operational checks.
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What can be solved with telecare?
Many requests related to programs, settings, software updates, configurations, and system checks can be handled remotely, reducing downtime and costs.
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When to request online assistance?
•You have purchased a new machine and need operational clarification or support on new processing.•You want guidance on periodic maintenance and proper checks.•You experience an unexpected machine shutdown and want to understand the cause and its solution.•You need support on programs, parameters, macros or advanced procedures.
For further clarification regarding after-sales service, please contact us. We will be happy to answer all your questions.