Services & Support

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

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

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

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

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

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

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