4 Questions a Co-Packer Should Ask a Machine Vendor About Support
October 20, 2016
One of the key issues with purchasing a packaging machine is ongoing packaging machinery support. Not all machine vendors offer the same level of service. Furthermore, you want to choose a machine vendor that offers the best packaging machinery support for your needs. This is a valuable service. How do you know what to look for to ensure strong, high-value support and after-sale service? Here are four questions that you should ask your packaging machine vendor before making a final choice regarding packaging machinery.
1. What Kind of Support Do You Offer?
You may discover that support is available, but only in certain instances. Support may require a maintenance or service agreement with the vendor. Some companies outsource machinery support so that you're not dealing with the original vendor that sold and installed the machinery. It's important to ensure that no matter the process, someone will be available to help you in the event of a breakdown.
When asking about the kinds of support offered, you will typically find out that you can choose from a range of packages. For example, a vendor might offer a basic support package that includes over the phone support for a specified time after you buy the machine. You want to choose a machine vendor that offers the level of support you'll find most beneficial.
2. Can I See References from Clients Regarding Your Service?
You want to know that the packaging machine support you are about to invest in is reliable and reputable. Part of this comes from past experiences. Just as you would ask your machine vendor for references regarding your packaging machinery, you should also ask for these regarding your service. When calculating the total cost of ownership for packaging machinery, the value of service is a key component in the formula.
3. Who is Providing the Machine Support Service that Your Company Offers?
Ideally, you want to receive machine support and service from a live expert that works directly for the company. This might be an engineer or could also be a trained service technician. Issues and miscommunication can occur when service and support are handled by a third party.
4. How Will the Support be Handled?
You want to know if the packaging OEM will offer support in person, or if it is only available over the phone or via the internet. For example, you might be offered support through a live video feed using a program, such as Skype, that allows the support provider to be virtually onsite.
Also determine what the hours of operation of the service department are. Outside of normal business hours, is there an on-call technician that can assist the evening shift in the event of a breakdown?
Packaging Machine Support at Viking Masek
Viking Masek Global Packaging Technologies offers one of the most extensive customer support programs in the packaging machine industry. Technicians and engineers are on standby, waiting to support your technical needs.
