EnglishViews: 24 Author: Grand packing machinery Publish Time: 2025-07-30 Origin: Hunan Grand Packing Machinery
Customers often ask: "Do you provide after-sales service locally?
How will issues with the machine be resolved if they occur?
If you can offer local support, I’ll purchase the equipment from you."
Here, I’d like to reiterate Hunan Grand’s after-sales service policy:
After-sales service mainly covers the following aspects: installation and debugging, usage tutorials, troubleshooting, and mold or part replacements.
Why are we so confident that remote support can address most problems?
Because we’ve analyzed the common after-sales scenarios—installation and debugging, operational guidance, troubleshooting, and mold or part replacements. For these issues, if the customer has a dedicated operator or engineer, they can typically resolve the problem within the same day by referring to the manual or video tutorials.
Even if the customer lacks a dedicated engineer or isn’t familiar with the equipment, our engineers can guide them remotely. By reviewing the manuals and instructional videos, customers can usually resolve issues within 2–3 days at most. This method also helps customers quickly learn how to operate and maintain the machines, significantly improving their skills.
Additionally, for customers who can visit our factory for inspection, we provide on-site training. This includes detailed explanations and demonstrations of installation, debugging, daily maintenance, and troubleshooting, along with recorded videos for future reference.
For every machine, we provide step-by-step instructional videos. From the moment the equipment is shipped, we supply these manuals and videos so customers can start learning in advance. By the time the machine arrives after 1–2 months of transportation, customers are usually already proficient. Thus, even beginners can quickly master the operation of our equipment.
As mentioned earlier, 99% of issues can be resolved this way. What about the remaining 1%?
These are cases where parts need replacement due to equipment damage. If spare parts are unavailable or not stocked, the only solution is to wait for the replacement parts to arrive before proceeding with repairs.
Here’s an example:
An Albanian customer, a small pharmaceutical company, purchased our capsule counting machine and capsule polishing machine in May 2023, followed by an NJP400 capsule filling machine in September 2023. For all three machines, the customer learned installation, startup, operation, maintenance, and troubleshooting through our videos and remote guidance.
Recently, when their order for No. 00 mold parts arrived, they assumed they could handle the replacement without reviewing the videos in advance. They requested online support, and our engineers promptly responded by providing the relevant instructional video. Within less than a day, the customer successfully completed the mold replacement.
There are many similar cases. For more, please check the "Customer Feedback" section on our website, which we update regularly.
While online guidance can resolve most after-sales issues, we can also provide on-site services when needed. This includes turnkey solutions for large-scale production line projects, such as factory layout planning, installation, and commissioning, as well as on-site support for smaller standalone equipment.
Why does this approach work for Hunan Grand but not for many other manufacturers or trading companies?
Because we have more extensive experience, pay closer attention to details, and continuously update our step-by-step instructional videos. Most importantly, we are fully committed to serving our customers. This is one of the key reasons our customer base keeps growing.
More details,pls contact us!
Ava Duan
Email: sales@grand-packing.com
whatsapp/wechat:86-13787413551
