Call us on: 01444 239970

Technical Helpline: 01444 237804

sales@atwell-labellers.co.uk

Services & Support

12 Month Warranty

  • Atwells provide a minimum 12 month warranty on all new machines
  • The warranty covers all part, labour and travel costs
  • You also have access to unlimited calls to our Dedicated Technical Helpline – 01444-237804

Service Contract

  • Contracts are offered as the warranty comes to an end to ensure a smooth transition of maintenance throughout the life of the machine
  • The first years contract comes with 1 FREE visit should the machine suffer a mechanical breakdown
  • Contracts are written on a bespoke basis to allow them to be tailored to the customers’ requirements. As not everyone works 9-5pm *Out of Hours technical support is available please ask for further details
  • The contract gives a discounted price based on our standard Call Out charge

Stocked Stores / Resources

  • We have a fully stocked store for quick response to breakdowns
  • All customers are given a recommended spare parts list to store on-site with their machine. However when this is not possible we endeavour to ensure that adequate parts are held for all machines supplied within Atwell stores
  • All machines come with a manual, which include drawings and part numbers to help them to order the replacement worn parts more efficiently causing less downtime

Call Out

  • All customers are able to arrange a Call Out for an engineer to provide an on-site visit
  • Customers who hold a Service Contract take precedence over Call Outs
  • Call Outs are charged at the standard rate
  • Out of Hours access to engineers is available via dedicated mobile numbers which will be provided to all customers

Qualified Service Engineers

  • All our engineers are qualified and fully trained on all our machines
  • They cover the UK, Ireland & further afield when required
  • Their vehicles are fully stocked with spare parts to allow one stop resolution
  • The Dedicated Technical Helpline number is manned Mon- Thurs 8am-5pm & Friday 8:30am-1pm, giving the customer direct access to the engineers, meaning less downtime
  • Our engineers tend to follow the machine from build to install through to servicing enabling them to really get to know the machine and the customer
  • Our engineers have in-house access to manuals & drawings for each customers machines to allow quicker resolution of queries

Dedicated Technical Helpline

  • Direct line to one of our knowledgeable engineers for support and technical help
  • This gives our engineers the required information for them to assess whether the issue can be resolved over the telephone or whether it requires an on-site visit
  • Opportunity for quicker resolution, allowing less downtime for the customer

Training

  • All customers are offered on-site training for their operators & production staff to allow the machine to run to its best ability at all times
  • In-house training is offered to suit requirements. If a customer should require to loan a machine whilst waiting for theirs to be built we will always try ensure one is available
  • All training is carried out by our knowledgeable engineers
  • Training is complete once the customer is happy they have all the knowledge they require to confidently operate the machine