12-month warranty is provided on all new machines.
The warranty covers all parts, labour and travel costs excluding accidental and wilful damage. Consumable items are not included.
Customers will have access to unlimited calls to our Dedicated Technical Helpline on 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.
Contracts are written on a bespoke basis to allow them to be tailored to the customer’s requirements.
The contract gives a discounted price based on our standard call out charge.
Service visits to take place Monday to Thursday, 9am-5pm including travelling time.
Stocked Stores / Resources
We have a fully stocked store for quick response to breakdowns.
As each machine is bespoke, there will be times when parts are not immediately available, but we will endeavour to supply these parts to customers as quickly as possible.
All customers are given a recommended spare parts list for them to order parts to store on-site with their machine.
All machines come with manual, which include drawings and part numbers to help customers order 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.
Qualified Service Engineers
All our engineers are qualified and fully trained on all our machines.
They cover the UK, Ireland and further afield when required.
Their vehicles are fully stocked with spare parts, although as all machines are bespoke there may be occasions when parts have to be delivered after the site visit.
The dedicated Technical Helpline number is manned Monday to Thursday 8am-5pm and Friday 8.30am-1pm, and at weekends, 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 and drawings for each machine to allow quicker resolution of queries.
Dedicated Technical Helpline
Direct line available to one of our knowledgeable engineers for support and technical help for all our customers.
This gives our engineers the required information for them to assess whether the issue can be resolved over the phone or whether it requires an on-site visit.
Opportunity for quicker resolution, allowing less downtime for the customer.
Out of hours access to engineers is available at weekends.
Training
For all new machines customers are offered on-site training for their operators and production staff.
Extra in-house training is offered, at any point during the life of the machine, to suit customer requirements, and is charged at the standard rate.
All training is carried out by our knowledgeable engineers.
Training is tailored to meet individual requirements and is complete once production staff can confidently operate the machine.
Contact our technical helpline for training queries for our engineers to pass on their knowledge over the phone.
