What to Expect from After-Sales Service

Modern injection molding machines feature network-connected PLCs that enable remote diagnostics and troubleshooting. HWAMDA SPV5 machines include an Ethernet port and optional VPN connection allowing HWAMDA engineers to remotely access machine parameters, alarm logs, and production data in real time. Remote support resolves 60-70% of technical issues without an on-site visit, dramatically reducing response time from days to hours. When a production problem occurs, contact HWAMDA's technical hotline to initiate remote diagnostic sessions. Engineers can view live process parameters, identify parameter drift, diagnose alarm codes, and guide operators through corrective actions via video call. Response time for remote support is within 4 hours during business hours (China time) and within 12 hours outside business hours. HWAMDA maintains a dedicated after-sales engineering team with SPV5-specific expertise, ensuring issues are resolved by specialists rather than general support staff.

HWAMDA standard warranty covers 18 months from successful commissioning or 24 months from shipment date, whichever comes first. Coverage includes all mechanical components (platens, toggle mechanism, tie bars, injection unit), hydraulic system (pumps, valves, cylinders, manifolds), electrical system (PLC, servo drives, sensors, wiring), and control software. Defective parts are replaced free of charge, with HWAMDA covering the cost of replacement components and standard shipping. On-site labor for warranty repairs is covered for the first 12 months. Warranty exclusions include normal wear items (seals, filters, heater bands), damage from improper operation or maintenance neglect, unauthorized modifications, and use of non-approved materials. Mold warranty covers 12 months from commissioning for manufacturing defects in steel, heat treatment, and assembly. Hot runner systems carry the hot runner manufacturer's standard warranty, typically 12 months.

HWAMDA classifies service requests by severity and commits to specific response times. Critical issues (machine completely stopped, safety hazard) receive remote response within 2 hours and on-site engineer dispatch within 48-72 hours to most global destinations. Major issues (machine running with degraded performance, intermittent faults) receive remote response within 4 hours and on-site support within 5-7 business days. Minor issues (non-urgent optimization requests, cosmetic problems) receive response within 24 hours with scheduled on-site visit during the next planned service trip. Spare parts for critical repairs ship within 24 hours of diagnosis via air freight, arriving in 5-7 days to most countries. HWAMDA maintains strategic spare parts inventory at its factory and at regional partner locations in Turkey, Southeast Asia, and the Middle East to minimize delivery times. For customers with multiple SPV5 machines, HWAMDA offers priority service agreements with enhanced response times and dedicated account engineers.

HWAMDA views equipment sales as the beginning of a long-term partnership rather than a one-time transaction. Customers benefit from several long-term support programs. Machine upgrade programs allow existing SPV5 owners to retrofit newer control systems, energy-saving components, or automation interfaces at preferential pricing. Annual service contracts provide planned preventive maintenance visits by HWAMDA engineers, including hydraulic system inspection, electrical tightness checks, and performance benchmarking against original commissioning data. Loyalty pricing offers existing customers 5-10% preferential pricing on subsequent machine and mold purchases. Technical consultation for new product development provides free engineering support when customers explore new packaging products, including mold flow analysis and machine selection recommendations. HWAMDA's repeat customer rate exceeds 70%, reflecting the value that existing customers find in maintaining a consistent equipment supplier relationship.