{"id":72,"date":"2026-11-06T19:06:37","date_gmt":"2026-11-06T11:06:37","guid":{"rendered":"https:\/\/kerkepm.com\/company\/service\/"},"modified":"2026-11-11T13:13:28","modified_gmt":"2026-11-11T05:13:28","slug":"service","status":"publish","type":"page","link":"https:\/\/kerkepm.com\/es\/company\/service\/","title":{"rendered":"Service &amp; Material Trials"},"content":{"rendered":"<div class=\"k3\">\n<div class=\"wrap\"><div class=\"crumbs\"><a href=\"\/\">Home<\/a><span>\/<\/span><a href=\"\/company\/\">Company<\/a><span>\/<\/span>Service<\/div><\/div><div class=\"wrap\"><div class=\"hero\">\n<p class=\"kicker\">Company \u00b7 After-sales<\/p>\n<h1>Extruder after-sales service: response times, spares and commissioning<\/h1>\n<p class=\"dek\">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.<\/p>\n<div class=\"byline\"><div><b>Response<\/b> 2 h, working days<\/div><div><b>Spares<\/b> 24\u201348 h dispatch<\/div><div><b>Trial<\/b> 3\u20137 days<\/div><div><b>Warranty<\/b> 12 months<\/div><\/div>\n<\/div><\/div>\n<div class=\"wrap\"><figure class=\"banner vhero\">\n<button class=\"plcover\" type=\"button\" data-vid=\"iBMgmu9fOLk\" aria-label=\"Play the Kerke factory tour video on this page\"><img decoding=\"async\" src=\"\/wp-content\/uploads\/2026\/11\/vid-projects-hero.webp\" alt=\"Kerke factory tour video \u2014 the works where service spares and test runs come from\" width=\"1200\" height=\"675\" fetchpriority=\"high\"><span class=\"plplay\" aria-hidden=\"true\"><\/span><\/button>\n<\/figure><\/div>\n<div class=\"wrap\"><div class=\"grid\"><main>\n<nav class=\"wp-block-rank-math-toc-block k3-toc\" aria-label=\"On this page\"><b>On this page:<\/b><a href=\"#s1\">Quick answer<\/a><a href=\"#s2\">What it includes<\/a><a href=\"#s3\">Material trial in four steps<\/a><a href=\"#s4\">Service levels<\/a><a href=\"#s5\">Spares to keep on the shelf<\/a><a href=\"#s6\">When to call<\/a><\/nav>\n<section class=\"qa\" id=\"answer\"><h2 id=\"s1\">Quick answer<\/h2><p>Extruder after-sales service runs on four commitments: <strong>2-hour technical response<\/strong> on working days, a <strong>7\u00d724 emergency line<\/strong>, <strong>standard spare parts dispatched in 24\u201348 hours<\/strong>, and <strong>commissioning on site or by video<\/strong>. Material trials take <strong>3\u20137 days<\/strong>; grafting and biodegradable formulations 7\u201314 days.<\/p><\/section>\n<div class=\"stats\"><div class=\"stat\"><b>2 h<\/b><span>technical response<\/span><\/div><div class=\"stat\"><b>24\u201348 h<\/b><span>spares dispatch<\/span><\/div><div class=\"stat\"><b>12 months<\/b><span>warranty<\/span><\/div><div class=\"stat\"><b>3\u20137 days<\/b><span>trial turnaround<\/span><\/div><\/div>\n\n<h2 class=\"sec\" id=\"s2\">What extruder after-sales service includes<\/h2>\n<p class=\"lead\">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.<\/p>\n<p>The trial matters most because it removes the guesswork from everything after it. The parameters measured on the lab line \u2014 zone temperatures, screw speed, feeder rate, die pressure \u2014 become the commissioning baseline, so the first day of production is a repeat rather than a first attempt.<\/p>\n\n<h2 class=\"sec\" id=\"s3\">Material trial in four steps<\/h2>\n<ol class=\"flow\">\n<li>You send <b>25\u201350 kg<\/b> of resin plus filler or additive, with the target specification and the pellet standard you sell against.<\/li>\n<li>We run it on the closest lab machine: <b>KTE-16, KTE-20B, KTE-36B or SE-50<\/b>.<\/li>\n<li>You receive pellets by courier, a video of the run and a capacity report with the parameters.<\/li>\n<li>If you order a line, the trial parameters become the commissioning baseline written into the contract.<\/li>\n<\/ol>\n<p>Trials are free of charge for qualified projects; you pay the freight in. The <a href=\"\/machines\/lab-equipment\/\">lab equipment page<\/a> lists the machines used.<\/p>\n\n<h2 class=\"sec\" id=\"s4\">Service levels<\/h2>\n<div class=\"tw\"><table><caption><b>Table 1.<\/b> Published service commitments. Response times are for working days, Nanjing time.<\/caption>\n<thead><tr><th scope=\"col\">Item<\/th><th scope=\"col\">Commitment<\/th><\/tr><\/thead>\n<tbody>\n<tr><td><b>Technical response<\/b><\/td><td>2 hours on working days<\/td><\/tr>\n<tr><td><b>Emergency support<\/b><\/td><td>7\u00d724 hotline<\/td><\/tr>\n<tr><td><b>Standard spare parts<\/b><\/td><td>24\u201348 hours dispatch<\/td><\/tr>\n<tr><td><b>Non-standard parts<\/b><\/td><td>2\u20133 weeks<\/td><\/tr>\n<tr><td><b>Warranty<\/b><\/td><td>12 months from commissioning, or 14 months from shipment<\/td><\/tr>\n<tr><td><b>Commissioning<\/b><\/td><td>1 week single line \/ 3 weeks full plant<\/td><\/tr>\n<\/tbody><\/table><\/div>\n\n<h2 class=\"sec\" id=\"s5\">Spare parts to keep on the shelf<\/h2>\n<p>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:<\/p>\n<ul>\n<li>Heater bands and thermocouples for each barrel zone \u2014 the two items that fail most often<\/li>\n<li>One set of cutter blades and a spare die plate<\/li>\n<li>Two or three conveying and mixing screw elements for the wear zone<\/li>\n<li>Melt filter screens, vacuum pump seals and water-manifold O-rings<\/li>\n<li>One spare feeder screw, if the filler is abrasive<\/li>\n<\/ul>\n<p>The full list with part numbers ships with the manual; the catalogue is on <a href=\"\/machines\/spare-parts\/\">spare parts<\/a>, and the maintenance intervals are in <a href=\"\/knowledge\/extruder-maintenance-schedule\/\">the maintenance schedule<\/a>.<\/p>\n\n<h2 class=\"sec\" id=\"s6\">When to call instead of email<\/h2>\n<p>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 <a href=\"\/get-a-quote\/\">quotation form<\/a> 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.<\/p>\n<p>For planned work rather than breakdowns, preventive maintenance intervals are the cheaper conversation \u2014 background: <a href=\"https:\/\/en.wikipedia.org\/wiki\/Preventive_maintenance\" rel=\"nofollow noopener\" target=\"_blank\">preventive maintenance<\/a>.<\/p>\n<h2 class=\"sec\" id=\"faq\">FAQ<\/h2><details><summary>How fast is technical support?<\/summary><p>2-hour response on working days by phone or video, from the same engineering team that built the line.<\/p><\/details><details><summary>Where do spare parts ship from?<\/summary><p>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.<\/p><\/details><details><summary>Is remote commissioning available?<\/summary><p>Included with every line: parameters, video walk-through and live tuning with your material; on-site commissioning is a quoted option for most destinations.<\/p><\/details><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\", \"@type\": \"FAQPage\", \"mainEntity\": [{\"@type\": \"Question\", \"name\": \"How fast is technical support?\", \"acceptedAnswer\": {\"@type\": \"Answer\", \"text\": \"2-hour response on working days by phone or video, from the same engineering team that built the line.\"}}, {\"@type\": \"Question\", \"name\": \"Where do spare parts ship from?\", \"acceptedAnswer\": {\"@type\": \"Answer\", \"text\": \"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.\"}}, {\"@type\": \"Question\", \"name\": \"Is remote commissioning available?\", \"acceptedAnswer\": {\"@type\": \"Answer\", \"text\": \"Included with every line: parameters, video walk-through and live tuning with your material; on-site commissioning is a quoted option for most destinations.\"}}]}<\/script><\/main>\n<aside><div class=\"sidecard\">\n<b>Line down or need spares?<\/b>\n<p>Send the model, serial number and a photo of the HMI alarm \u2014 the 2-hour response clock starts from that message.<\/p>\n<form class=\"kside\" novalidate>\n<input type=\"text\" name=\"name\" placeholder=\"Name *\" required>\n<input type=\"email\" name=\"email\" placeholder=\"Work email *\" required>\n<input type=\"text\" name=\"whatsapp\" placeholder=\"WhatsApp \/ phone\">\n<input type=\"hidden\" name=\"product\" value=\"Service request\">\n<input type=\"hidden\" name=\"form\" value=\"service-aside\">\n<textarea name=\"message\" rows=\"3\" placeholder=\"Model, serial no., alarm code \/ part needed\"><\/textarea>\n<button type=\"submit\" class=\"btn\">Send request<\/button>\n<p class=\"ok\" hidden>Thanks \u2014 service replies within 2 working hours.<\/p>\n<\/form>\n<\/div><\/aside>\n<\/div><\/div>\n<script>\ndocument.querySelectorAll('.k3 .vhero .plcover').forEach(function(b){\nb.addEventListener('click',function(){\nvar f=document.createElement('iframe');\nf.src='https:\/\/www.youtube.com\/embed\/'+b.dataset.vid+'?autoplay=1&rel=0';\nf.title='Kerke factory tour video';f.allowFullscreen=true;\nf.allow='accelerometer;autoplay;encrypted-media;picture-in-picture';\nb.replaceWith(f);});});\n<\/script>\n<script>\ndocument.querySelectorAll('.k3 .kside').forEach(function(f){\nf.addEventListener('submit',function(ev){\nev.preventDefault();\nvar d=new FormData(f),o={};\nd.forEach(function(v,k){o[k]=v;});\nif(!o.name||!o.email||o.email.indexOf('@')<0){return false;}\no.action='kerke_lead';o.page_url=location.href;\nvar btn=f.querySelector('button');btn.disabled=true;btn.textContent='Sending\u2026';\nfetch('\/wp-admin\/admin-ajax.php',{method:'POST',body:new URLSearchParams(o)})\n.then(function(r){return r.json();})\n.then(function(r){\nif(r&&r.success){f.querySelector('.ok').hidden=false;btn.style.display='none';\nwindow.dataLayer=window.dataLayer||[];window.dataLayer.push({event:'generate_lead',form:'service-aside'});}\nelse{btn.disabled=false;btn.textContent='Send request';}})\n.catch(function(){btn.disabled=false;btn.textContent='Send request';});\nreturn false;});});\n<\/script>\n<script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\", \"@type\": \"WebPage\", \"name\": \"Extruder After-Sales Service\", \"description\": \"Extruder after-sales service: response times, spares, commissioning.\", \"url\": \"https:\/\/www.kerkepm.com\/company\/service\/\", \"publisher\": {\"@type\": \"Organization\", \"name\": \"Kerke Extrusion Equipment\", \"email\": \"kerkepm@gmail.com\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nanjing\", \"addressCountry\": \"CN\"}}}<\/script>\n<\/div>\n\n","protected":false},"excerpt":{"rendered":"<p>Home\/Company\/Service Company \u00b7 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. 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