Report a Product Issue

At Tassmatt Agencies Limited, we don’t believe in “sell and forget.” If you are experiencing a technical hitch or have received a product that doesn’t meet our quality standards, we are here to fix it immediately.

Table of Contents

⚠️ Before You Report

For a faster resolution, please check the following:

Power Supply: Ensure the machine is plugged into a stable power source (use a surge protector for ATMs).
Filters/Consumables: Check if your water filters or membranes need cleaning or replacement.
GSM Status: For machines with GSM systems, ensure your SIM card is active and has a signal.

How to Report an Issue

Please use any of the channels below to reach our technical team. To help us serve you faster, have your Invoice Number and Machine Model ready.

1. Urgent Technical Support (Best for ATMs & Water Stations)

If your machine is down and affecting your business operations, call us directly for immediate troubleshooting:

📞 Call/WhatsApp: 0726 410 068

2. Report via Email

For non-urgent issues or to send photos/videos of a defect, email our support desk:

📧 Email: info@tassmatt.com
Subject line: [Product Name] Issue – [Your Name/Business]

3. Visit Our Service Center

Bring small components (like faulty PLC controllers or pumps) or visit us to speak with a technician in person:

📍 Showroom: Spine Road, Off Kangundo Road, Near Mama Lucy Kibaki Hospital, Nairobi.

Information to Include in Your Report

To provide a solution in the first call, please tell us:

Nature of the problem: (e.g., “The Milk ATM is not dispensing,” or “The Water Purifier has a leak.”)
Display Errors: Any error codes showing on the PLC screen.
Visual Evidence: If reporting via WhatsApp or Email, please attach a short video or photo of the issue.

Our Resolution Timeline

Initial Response: Within 2 hours during business hours.
Remote Troubleshooting: Immediate guidance via phone.
Site Visit: If a technician is required, we aim to be on-site within 24–48 hours (depending on your location).

Note: All our major machines come with a 1-Year Warranty. If the reported issue is a factory defect, repairs and part replacements will be covered at no cost to you.