Frequently asked questions
Spare parts orders
What information should I provide when ordering the parts?
First of all, we would need to know the machine model and the serial number. Both can be found on the machine name plate attached to the machine. In case you can supply Viking Masek´s part number (this could be found in the illustrated parts manual), it is very helpful. Next, you can find the part number engraved on the existing part too.
We will then need your Ship To and Sold To adress, and contact person with telephone number.
How can I oder my parts?
Please send us an email (email@example.com) or fax (+420 – 317 -843 926) with your PO or call us at + 420 317 850 500. Please specify the quantity and urgency of the part you need.
When can I get the parts?
If the required part is on stock, we are immediately shipping the next day. In case we do not have the part, we have our own machine shop, where we can make it quickly.
How will I get the part?
We are using DHL, Fedex, UPS and TNT courier services for parts shipment. In case of heavy parts, we use air cargo or truck cargos.
Can I pay for my part by credit card?
We are sorry, we do not accept credit cards now. Anyway we work on this system.
What information should I provide when asking for a help or troubleshooting?
First of all, we would need to know the machine model and the serial number. Both can be found on the machine name plate attached to the machine. Next, please let us know your company name, and detailed description of the problems.
How can I schedule or order a visit of a technician for my machine?
Please send us an email (firstname.lastname@example.org) or fax (+420 – 317 - 843 926) with your PO or call us at + 420 317 850 500. Please specify the the items mentioned above (machine model and serial number, problem description, …).
Where are the engineers despatched from?
For Europe, the technicians are despatched from Czech republic or Holland, for North and South America, they are despatched from Wisconsin, USA and for Asia they are despatched from our Asian office.
Next, all our partners and agents have fully trained staff who can assist you in troubleshotting of your equipment. They speak your local language and are despatched locally.
What is the advantage of Service contract with company Masek?
Signing this agreement, we agree that Viking Masek technicians will inspect, maintain and service your equipment on regular basis (quarterly, semi-annually or annually). They will keep your equipment in the best conditions and will fine-tune your equipment for the best performance. This will save your cost due to lower down-times, cheaper service rates and discounted spare parts. Please contact our service department asking about the service contracts.
Please call our service department +420 317 850 500 or email us at servis[at]masek.cz