After-Sales Service Commitment

HengXing Blister Machinery (Shenzhen) Co., Ltd. Thermoforming and blister packaging machinery · hxblistermachine.com

We are the manufacturer. The engineers who built your machine are the engineers who answer your message.

There is no agent in between, no importer relaying questions, and no translator standing between your problem and the person who can solve it. When you write to us, the reply comes from the factory floor that assembled your line — and when a part is needed, it comes out of our store, not out of someone else's order book.

That is the whole difference. Everything below is how we make it work in practice.

Step 1 — Acknowledgement, within 24 hours Your message is logged with the machine model, serial number and a description of the fault. You receive a named contact, not a generic inbox.

Step 2 — Engineer assigned, within 1 working day The request goes to the engineer responsible for your machine type. If a production line is stopped, say so in the first message — stopped lines are handled ahead of everything else.

Step 3 — Diagnosis, by video where possible We ask for a short video of the fault and a photo of the alarm screen. From those, we either send corrected parameters the same day, or confirm which part has failed.

Step 4 — Resolution path, decided and stated in writing One of three outcomes, and we tell you which:

• Parameter or procedure issue — corrected guidance sent, no part needed
• Part failure — part identified, availability and dispatch date confirmed
• Mechanical or structural issue — engineer deployment scheduled

Step 5 — Closure Every request is closed with a short written summary: cause, action taken, and what to watch for. That record is what makes the second occurrence faster than the first.

Service speed is a two-sided thing. These five items let us diagnose in one exchange instead of five:

1. Machine model and serial number
2. A 30-second video of the machine running, showing the fault
3. A clear photo of the HMI alarm screen, if an alarm is showing
4. Material specification — polymer type, sheet thickness, and the recipe parameters currently loaded
5. Site readings — supply voltage, and whether the plant is running on generator

Send all five in the first message and most faults are diagnosed without a second round of questions.

• Installation and commissioning are supervised by our engineer, either on site or by guided video, depending on the agreed scope.
• Operator training covers start-up, recipe recall, mould change, routine maintenance and the safety circuit.
• We hand over a bilingual operation and maintenance manual with the machine, and a recommended spare parts list sized to your production pattern.

The machine carries a 12-month warranty from commissioning, covering manufacturing defects in structure, drive, control and heating systems. Wear parts — heater elements, seals, chain, cutting edges — are excluded, as is damage from incorrect supply voltage, unsuitable material, or operation outside the agreed parameters.

Warranty terms are restated in the sales contract, which prevails in case of any difference with this document.

A 30-day ocean leg plus customs clearance means a USD 40 seal can stop a line for six weeks. This is the single most expensive mistake our customers make.

We recommend agreeing a spare parts kit at the time of order and shipping it in the same container as the machine — heater elements, sealing strips, chain links, sensors, and one set of cutting edge inserts. The kit costs a fraction of a lost production week.

Working hours: Monday to Saturday, Shenzhen time (GMT+8). For customers in South America, the Middle East and Europe we hold scheduled slots outside our standard hours so that diagnosis does not wait for a time zone.

If a request is not moving, escalate it directly to management rather than re-sending the same message. State the machine serial number and the date the issue was first reported. Escalated cases are reviewed the same working day.

We build the machines we service — there is no agent between you and the factory. Every service message is answered within 24 hours. Where possible we diagnose by live video and correct parameters the same day, so you are not waiting for an engineer to fly. Parts that commonly fail are held in stock, and dispatch dates are confirmed in writing before payment. If remote support cannot close the issue, we deploy an engineer, with travel and timing agreed in writing first.

Contact HengXing Blister Machinery (Shenzhen) Co., Ltd. Web: hxblistermachine.com WhatsApp: +86 180 3814 9443 Email: hxmachinery@outlook.com

These items appear above as commitments. Confirm or correct each one before this document goes out, because a buyer will hold you to the wording:

1. 24-hour reply window — confirm this is achievable, including weekends. If it is 48 hours, change it to 48 and keep the credibility.
2. Warranty period — stated as 12 months from commissioning. Confirm the actual term and start point (shipment date vs commissioning date).
3. Spare parts stock — confirm the listed categories are genuinely held. If only common parts are stocked, say so and remove the rest.
4. On-site engineer coverage — confirm which regions you will actually send an engineer to, and who bears travel cost. South America and Russia have visa lead times longer than most installs; consider stating a realistic lead time rather than implying immediate deployment.
5. Working days — stated as Monday to Saturday. Confirm, and confirm public holiday policy (Chinese New Year is a real gap that overseas customers do not expect).
6. Out-of-hours slots — confirm you can genuinely hold scheduled slots for other time zones.