1. End user MUST register their Mutoh Care Advantage here, to be eligible for the benefits of the program. Mutoh may refuse to provide the full benefits of the program should the printer not be registered.
2. This Mutoh Care Advantage service provides Onsite service & support coverage for an additional period of time.
3. Onsite Mutoh Care Advantage service includes parts (including key components such as print head) and labour.​

4. In case of an onward sale, Onsite Mutoh Care Advantage service is transferable if the printer is decommissioned/recommissioned by an Authorised Mutoh Technician AND transported in accordance with Mutoh’s recommendations.

5. Onsite Mutoh Care Advantage service does not apply to Mutoh product accessories or consumables.

6. Onsite Mutoh Care Advantage service cannot be used in conjunction with or to extend the term of any third party extended warranty agreement or service agreement.

7. Onsite Mutoh Care Advantage can provide a maximum total coverage of 5 years (i.e. 5yrs = 1yr Standard Warranty + 4 Years of Mutoh Care Advantage made up of Year 2, Year 3, Year 4, and Year 5).

8. Onsite Mutoh Care Advantage must be bought within first 12 months of purchase of a new main unit.

9. "On-site Service" means service and repair work carried out by Mutoh, or its agents, at your business premises where the Product is located. Mutoh, or its agents, will perform On-site Service using authorised technicians.

10. Mutoh Care Advantage allows for a service radius of 80km from Mutoh’s head office, or from the dealers office from where the product was purchased.

    • If the Product is located outside this radius, customer must, either bear the cost and risk of having the Product delivered to and returned from a Service Agent, or pay the Service Agent's reasonable travel and accommodation costs to be provided with Onsite service under this cover.

11. In case of failure; at its discretion, Mutoh Australia will either repair or replace a Product.

12. In the event that Mutoh chooses to replace a Product under this Mutoh Care Advantage, only the unexpired balance of the coverage period for the replaced Product will apply to the replacement Product.

13. Onsite Mutoh Care Advantage can only be used with a main unit sold by Mutoh Australia or by an Authorised Mutoh Dealer.

14. Use of non-genuine Mutoh consumables, or maintenance products, may void the benefits of Onsite Mutoh Care Advantage.

15. Coverage is conditional on the correct storage of Ink and consumables, the user maintaining current firmware, and performing regular user checks as per the user manual, ensuring that the machine is regularly switched on and allowed to perform its inbuilt cleaning cycles, and that it is installed and operated correctly as per the user manual. In the case of models which support Mutoh Status Monitor (MSM), you have registered on the system, connected the machine to a network with internet access and ensured access equipment such as routers, firewalls, etc. have been configured to enable two-way data transfer to the printer.

16. If a Service Agent provides Onsite support or service but finds that any fault is not directly related to a faulty product, you must pay its current service fee and its reasonable travel and accommodation costs on a return basis (if applicable) to provide you with Onsite service.

17. Any consequential loss or damage claimed to arise from your use of the main unit is not covered under this service product. In particular (but without limitation) Mutoh Australia will not be liable for actual or expected revenue loss or for any corruption or loss of data claimed to arise from your use of the main product.

18. Mutoh Care Advantage commences immediately after the expiry of the product's Standard Warranty and the Standard Warranty commences at the date of purchase or delivery of the product.

 

Mutoh Care Advantage Claim Process:

1. Customers call the dealer that they purchased the machine from.

2. Customer will be asked to provide the products serial number and details of the fault. These details need to be on hand at the time of the call.

3. Dealer will assess the reported problem.

4. Call may be escalated to a higher tier of support for further assessment.

5. Should it be determined that an Onsite repair is required, an Authorised Service Agent will get in touch with the customer.

6. The Authorised Service Agent with customer's permission will visit the premises next business day, (metro areas) or at a more suitable and convenient time should next day not be possible.

 

Mutoh Care Advantage Exclusions:

1. A Product's serial number or any rating label is removed or changed in any way;

2. A Product is serviced or repaired or modified by anyone other than by a Mutoh Authorised Service Agent;

3. You use a Product contrary to the technical or operating environment guidelines recommended in the Mutoh Australia user guide or manual, or;

4. A Product's malfunction or failure to perform according to Mutoh Australia's specifications results from:

• Deliberate or accidental damage;

• Neglect or modification by or on behalf of an End User;

• The use of incorrect voltage or a power surge;

• Any form of computer virus;

• The use of non-Genuine consumables, software, replacement parts, accessories and/or interfacing; or

• Any parts require repair or replacement as a result of normal wear and tear, corrosion or stain.

 

Use of ink past shelf-life (Best Before/Use By date)
Where any product is operated with ink that has reached or passed the “Best Before” or “Use By” date printed on the ink packaging, label, or container (the Shelf-Life Date), Mutoh Care Advantage will not apply to any of the following:

1. any print-quality issues, including but not limited to banding, colour shift, clogging, or other image artefacts;

2. any faults or damage to the print head or other print system components (including, without limitation, dampers, capping stations, wipers, pumps, lines, filters, and seals); and

3. any damage to other parts of the product caused by ink failure, including but not limited to leakage, coagulation, separation, precipitation, sedimentation, or contamination.

 

For the purposes of this condition, used beyond the Shelf-Life Date includes installation or continued operation of the ink after that date, whether the ink was installed before or after the Shelf-Life Date. Mutoh may request reasonable evidence of the ink’s batch number and Shelf-Life Date. This condition applies to all inks used with the product.

 

Non-Genuine Items
If you use non-Genuine Consumables, software, replacement parts or accessories in or with your Product during the relevant coverage period, you may damage the Product and may consequently invalidate this service product and you may incur the cost of return travel, labour and parts for a Service Agent to repair or attempt to repair such damage.

 

Preventative Maintenance Schedule
Mutoh Care Advantage includes a preventative maintenance schedule designed to maintain the Product in accordance with Mutoh recommendations and your dealer will contact you to arrange for this to be done.

You must not deny reasonable access to the dealer to perform this service. Failure to complete these services may consequently invalidate this service product and you may incur the cost of return travel, labour and parts for a Service Agent to repair or attempt to repair such damage.