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Packaging Machine Service and Documentation
Thomas Bornemann, Director Sales & Marketing at Hastamat, says buyers should check available local support, not just price, because a cheap machine can create a lot of costs in the end. Most startup issues are operating or parameter issues that Hastamat can solve remotely from Germany. Piepenbrock provides US support, and Hastamat systems can show manuals and spare parts lists on screen.
Key takeaways
- Thomas Bornemann says checking the available local support is a very important part of buying packaging machinery, and that Hastamat, a German manufacturer selling machines all over the world, gives customers the best support.
- Most issues, especially in the startup phase, are operating or parameter issues, which Hastamat can help with remotely from Germany by connecting to the customer's control.
- Thomas Bornemann says a cheap machine can create a lot of costs in the end, and Hastamat systems can include manuals and spare parts lists integrated into the screen.
Common questions
- Why does local service matter when buying packaging machinery?
- Thomas Bornemann of Hastamat says checking the available local support is very important. He explains that a cheap machine without the right support and manuals can create a lot of costs in the end, and he agrees that customers should understand the cost of downtime before buying.
- Can packaging machine problems be solved remotely?
- According to Thomas Bornemann of Hastamat, most issues customers have, especially in the startup phase, are operating or parameter issues. By installing electronic systems that connect the customer's control with Hastamat's systems, the company can help remotely from Germany.
- Is Hastamat equipment supported in the United States?
- Yes. Asked whether Piepenbrock has support in the United States, Thomas Bornemann of Hastamat confirmed it has for a very long time. Together with Hastamat's remote service from Germany, this gives Hastamat equipment both German and US support.
Transcript
Tom Rougeux, President, Piepenbrock Packaging
Tell us what kind of risks come with buying packaging machinery when local service is limited. Should a company look carefully at the kind of support they're going to get when they purchase a piece of equipment, maybe not just price?
Thomas Bornemann, Director Sales & Marketing, Hastamat
Yes, this is for sure a very important thing to check also the available support, local support. We are a German manufacturer and we are selling machines all over the world, and we are trying to give the best support to the customer. It means not only trying, we are giving the best support. And that's also one important thing, to install some kind of electronic systems to be able to make a service from Germany.
Because most of the issues the customers have, especially in the startup phase, is only operating or parameter issues, and here we can easily help, just to connect their control with our systems, so we can help them from Germany as well.
Tom Rougeux
Does Piepenbrock have USA support? Do we have support technicians in the United States for Piepenbrock?
Thomas Bornemann
For sure, since it's been a very long time already.
Tom Rougeux
Yes, all right, so Hastamat has both German and US support. Good, very nice. How much can poor service response or missing documentation erase savings from a cheaper machine?
Everybody wants to cut costs, but where can buying a cheap machine when you don't have manuals and you don't have support? Tell us about what the engineer would experience if he were to buy a machine that didn't have manuals and didn't have support. What would happen on the line?
Thomas Bornemann
I mean, it's a cheap machine that can create a lot of costs at the end, and that has to be taken under consideration. We can give the right support and also the right manuals and things like that. So we have very modern systems, for example, with integrated manuals and spare parts lists and all the things into the screen, which make the life for the operator very easy.
Tom Rougeux
Very nice. So the customer better understands the cost of downtime before he buys a used piece of equipment.
Thomas Bornemann
Absolutely, and that's the point why we are always in contact and staying in contact with customers, because they have the experience with their product, and the feedback of our customers helps us a lot to develop our machines at the end.
