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The first guarantee for minimum down-times after installation of a machine is the quality and the reliability of the product. An investment which is mainly based on the price of purchase generally brings about losses that are much larger than the percentage of initial savings. Nevertheless any machine may have some problem that have to be solved in the shortest time possible. Therefore the users of the best machines in the world still need efficient after sales service from the supplier. Faccin guarantees the best possible assistance because of the priority that is given to the mission of customer’s satisfaction.
Commissioning and Training
Most of the machines can be easily self-installed by the rolls operators simply going through the detailed instructions available in the machine manuals always provided in hard and soft copies. For more complex equipment sometimes the support of FACCIN service engineer may be required together with a short period of training.
Training sessions carried our by skilled operators are always available and periodical upgrades may be requested to enhance the productivity of the systems applying the most modern manufacturing techniques.
Call Centre - Specialist Support
A qualified FACCIN service engineer is always available for our customers and agents through a dedicated telephone number. This service is designed to provide efficient first-aid and to close over 50% of the requests for help with one phone call.
The efficiency of our after sales service is directly linked to the accuracy and completeness of the technical documentation that is filed for any machine and customer. Machine manuals complete with digital pictures and videos are saved in our database with the historical data of the equipment. Dedicated software helps to manage the service calls, the in-filed technical interventions, the statistics and the customers satisfaction.
Modern telecommunication technology helps to overcome difficulties caused by geographical distance. Dedicated hardware and software can be used to link all FACCIN machines to our headquarters in Italy for real-time monitoring. Most of the problems that cannot be detected with a phone call can be solved at minimum cost and minimum downtime through on-line cooperation.
The large production volumes and the standardisation of the design guarantee the availability of most spare parts within a few hours from the time of need. Moreover the internal production facility insures that all FACCIN customers have direct access to the means to manufacture any non-commercial component of part.
This capacity has driven many bending roll companies to rely on FACCIN for repairing or upgrading rolling machines manufactured by third parties.
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