Company · After-sales
Extruder after-sales service: response times, spares and commissioning
Extruder after-sales service is measured in hours, not in promises: how fast someone answers, how fast a heater band leaves the warehouse, and whether the parameters from the trial are still the parameters on the line.
Quick answer
Extruder after-sales service runs on four commitments: 2-hour technical response on working days, a 7×24 emergency line, standard spare parts dispatched in 24–48 hours, and commissioning on site or by video. Material trials take 3–7 days; grafting and biodegradable formulations 7–14 days.
What extruder after-sales service includes
Four things, in the order a customer meets them: a trial before the order, commissioning after arrival, a spare-parts channel that answers in days, and remote diagnosis when a line stops at 2 a.m. in a different time zone.
The trial matters most because it removes the guesswork from everything after it. The parameters measured on the lab line — zone temperatures, screw speed, feeder rate, die pressure — become the commissioning baseline, so the first day of production is a repeat rather than a first attempt.
Material trial in four steps
- You send 25–50 kg of resin plus filler or additive, with the target specification and the pellet standard you sell against.
- We run it on the closest lab machine: KTE-16, KTE-20B, KTE-36B or SE-50.
- You receive pellets by courier, a video of the run and a capacity report with the parameters.
- If you order a line, the trial parameters become the commissioning baseline written into the contract.
Trials are free of charge for qualified projects; you pay the freight in. The lab equipment page lists the machines used.
Service levels
| Item | Commitment |
|---|---|
| Technical response | 2 hours on working days |
| Emergency support | 7×24 hotline |
| Standard spare parts | 24–48 hours dispatch |
| Non-standard parts | 2–3 weeks |
| Warranty | 12 months from commissioning, or 14 months from shipment |
| Commissioning | 1 week single line / 3 weeks full plant |
Spare parts to keep on the shelf
Most stoppages we are called about are not mechanical failures; they are consumables that ran out on a Sunday. A line running 6,000 hours a year should hold:
- Heater bands and thermocouples for each barrel zone — the two items that fail most often
- One set of cutter blades and a spare die plate
- Two or three conveying and mixing screw elements for the wear zone
- Melt filter screens, vacuum pump seals and water-manifold O-rings
- One spare feeder screw, if the filler is abrasive
The full list with part numbers ships with the manual; the catalogue is on spare parts, and the maintenance intervals are in the maintenance schedule.
When to call instead of email
Call when the line is stopped and the cause is not obvious: torque alarm, gearbox noise, a barrel temperature that will not follow its setpoint, or pellets that changed shape mid-shift. Email when the question is about a spare part, a drawing, a parameter sheet or a quotation. The quotation form reaches the same team, and a message that includes the model, serial number and a photo of the HMI alarm screen is answered faster than one that does not.
For planned work rather than breakdowns, preventive maintenance intervals are the cheaper conversation — background: preventive maintenance.
FAQ
How fast is technical support?
2-hour response on working days by phone or video, from the same engineering team that built the line.
Where do spare parts ship from?
The Nanjing works - screw elements, shafts and barrels are machined in-house, so wear packages ship in 24-48 hours instead of waiting on a third party.
Is remote commissioning available?
Included with every line: parameters, video walk-through and live tuning with your material; on-site commissioning is a quoted option for most destinations.