Support
How to get help
The ByThis support team handles practical help with trade benches, ranges, and kit ordered through ByThis. Whether you are a Gauteng contractor, a buyer for a national retail chain, or an on-site installer facing a unique fitment challenge, support is coordinated from our Sunnyrock, Germiston base. Every request is handled by a real South African team member, not a call centre script. Support runs between the Sunnyrock headquarters and your site from the moment you send a message through our contact form.
Ordering a pick
How to send a message through our contact form with city, station, and checklist status.
Showroom visits
Book a counter walkthrough at Sunnyrock or a regional showroom.
Care help
Bit foam, calibration, and Friday audit questions.
Education support
FET and school makerspace supervision cues.
Dispatch support
Pack and ship quirks for garage makers.
Warranty and care
What we cover and what care rituals expect.
Who handles your support request
When you send a support message through our contact form, it goes straight to our trade team at Sunnyrock, Germiston. Here, each request gets logged with your site info and order or shortlist status. If you're a plant or yard buyer, mention your role and team size so we know if you run a bench at a FET college in Empangeni or take orders from a print bay at Boardwalk. Admin, stock check, and practical kit fitters work together, nobody passes your request into a call centre.
What to include in your first email
Save some back and forth by sending us your city, station type, and your checklist status up front. Let us know what gear you're using, specify if it's an entry CNC, 60 W laser, DTF press, or finishing bench. Attach clear photos of any faults or layout queries. For quote and install queries, just include your installation address and who will sign off. If you already know you need a replacement for an aluminium cutter or just advice on bench setup, add a one-liner. It helps our team organise responses after the next loadshedding slot or yard meeting.
Remember to email only, there's no web form. This keeps queries concrete so we can get your job sorted and save time. If you double send the same request, we process the first received.
What happens at Sunnyrock and on site
Support for your ByThis kit starts at our Sunnyrock, Germiston headquarters. Here our team reviews your query in detail, checking the reference codes, order details, and any photos or diagrams you supply. If your request concerns a delivery or install, we confirm your project schedule and coordinate with relevant suppliers or delivery partners to ensure fast turnaround. You will always receive clear instructions or feedback by email. Our kit support is handled by trained staff who manage trade orders daily, ensuring you get responses grounded in real, local experience.
On site, our suppliers and installers use the instructions and updates issued from Sunnyrock. When a bench arrives at your project, the site contact receives the correct hardware and documentation. If any issue comes up, like a missing fitting or a hardware compatibility question, updates flow quickly from Sunnyrock to your installation team. You will never be left chasing multiple suppliers, as ByThis support acts as your single point of contact for the whole process.
In cases where fitment or quality problems occur, Sunnyrock staff arrange for the right person, whether a supplier rep, installer, or logistics team, to visit the site if needed. We track each open case through to completion, closing the loop directly with you once everything is sorted. Our support team will even relay product updates, approved adjustments, or warranty advice right to your inbox, so you're never in the dark about what comes next.
Every support case is logged at Sunnyrock for compliance and future reference. This means if you have a repeated concern or need historic info for your records, we can provide you with full details and timelines regarding your project or kit order.
What you’ll have after support
After our review, you’ll get a written email record showing your kit status, fit notes, and what’s next. If a part was replaced or adjusted, you'll get a clear list of actions, like new bench feet installed or a vinyl swap tested at Sunnyrock before it leaves for your shop. Your follow-up questions stay linked to your first email, so you won’t have to explain the whole job every time. Each shop in Germiston, Vredenburg, or down in Umhlanga gets the same detail whether it’s a 2-metre vinyl bench or just a DTF press setup.
Afterwards, keep your request chain handy. That way, next time you need a bench check or another quote for a new campus lab, we know what kit you're running and can pick up without wasting your time.
Email the ByThis shortlist team
One email with your city and the work on the week. We send a short list that matches how SA shops actually run.