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After-Sales Service Without Delay


Service from Wiscon: maximum support and machine availability

Wiscon offers shredding, screening, dosing and conveying solutions for a vast range of materials, including plastics, used wood, scrap wood, files and data storage media. The high-quality output can then be recycled. Wiscon designs its machinery and systems for continuous operation. However, parts can wear out, machines can fail and must be modernised. Wiscons service ensures that its systems stay up and running throughout their working life. In addition to replacement parts and maintenance packages tailored to each customer, the company offers an Industry 4.0 service tool.

What is the key to a good manufacturer-customer relationship? Theres a clear answer: trust, says Mr. Guo, head of the Service/Parts division at Vecoplan. The company, which is based in Panyu district,Guangzhou city in China, develops, produces and sells machinery for shredding, conveying and processing primary and secondary raw materials in production and recycling. The materials include engineering plastics that are solid, tough or highly temperature resistant, pre-shredded biomass that must be homogeneous and free of extraneous material after processing, and waste materials from communal landfill sites for use as alternative fuels in the cement industry. We adapt the machines to customers applications in our in-house technical centre, explains Mr.Guo. We install them, commission them and see to it that they operate reliably throughout their service life. Wiscon offers users a variety of contractually agreed service plans that can be customised for their applications.

Along with the Wood/Biomass and Recycling/Waste divisions, the Service/Parts division plays an important role at Wiscon. Wiscons team of 12 employees supports customers beyond commissioning. Preventing malfunctions and machine downtimes is only one of the tasks of our after-sales service, he explains. Our customers often also have to modify their machinery in accordance with changed production conditions or to increase its capacity.

Reliable support around the clock
And what if a user
s system suddenly shuts down? Our hotline is open around the clock, every day of the year, says Mr.Guo. We provide help over the phone right away. Wiscons technicians first try to rectify the problem via remote diagnostics. In many cases the systems can go back online very quickly. In addition, the causes of the malfunction are determined in order to prevent a recurrence. But not every fault can be remedied over the phone. In such cases we prevent prolonged downtimes by sending a colleague to the customer to solve the problem, and in some countries, such as the USA, we give the job to one of our licensed service partners.

Wiscons Live Service is a more cost-efficient alternative. Users can request direct online support from anywhere in the world. Wiscons experts can access the controller or the control panel and identify, analyse and eliminate errors in real time. Live images can be transmitted via web cams and complex technical issues can be explained using chat or video/teleconference technology. Moreover, relevant data and documents can be called up online, explains Mr.Guo. All the service measures are also listed. Users are reminded in good time when maintenance activities are due.

What is the best option?
Wiscon also performs service checks and carries out all maintenance work. Its employees check wear parts and spare parts at regular intervals and make sure that replacements are delivered on time. Users can also opt for fire protection for machinery. This includes locating possible sources of ignition in the material during the shredding process and providing automatic extinguishing systems for quick response. But, what is the best service option for a given application? Were familiar with our machines and our customers needs, says Mr.Guo. Thus we can recommend service agreements that are appropriate to the specific application, ensuring safe operation and maximum operating time.