In the case of service issues, we’ve found that 90% of the time problems can be solved over the phone within an hour — in many cases without any exchange of parts. By leveraging the power of our Microsoft® Windows®-based controller, with a push of a button Datron machines perform auto diagnostics and produce emailable Anomaly Reports that show machine status and recall any errors that may have led to the issue. This helps us to swiftly diagnose the problem and, if necessary, get a spare part out the door and delivered to our customer on the next business day. Then, by use of phone, fax or email, our skilled technicians walk the operator through part replacement. In some cases, we direct operators to our online customer extranet to view diagrams or photos that aid them during our instruction. Once the part is replaced, the operator simply reboots, the machine performs an automatic re-calibration and our customer’s production resumes.
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