Service with DB&S
At DB&S Machines, technical after-sales service is "top priority"
It would be too easy to claim that anyone can sell a machine. Selling machines is a field like any other, but also with its own approach, but above all with know-how and methodology.
For DB&S Machines, however, after-sales service, is much more important.
Helpdesk : Remote intervention to remotely solve a problem, if possible.
Service engineers : Qualified engineers.
After-sales administration : Smooth processing of work orders, spare parts orders, spare parts quotes...etc.
To follow up this complete chain of notifications, requests, planning, interventions, spare parts...etc., a structural approach is essential. Traceability of each step in a Service Request (SA) was co-implemented in the DB&S Machines ERP software system.
In order to serve DB&S Machines customers even better, we introduced the following programmes in our technical service for Belgium more than 15 years ago :
Fidelity programme : The more DB&S Machines machines in service, the more discount on Service engineers' travel costs. (more info on request)
Nearby Service programme : Service engineers close to the customer.
(more info on request)
Maintenance Contract : Pre-scheduled interventions, avoiding "it has to be done NOW". (more info on request)
Technical Installation conditions : Good and correct agreements make good friends/customers. (Service rates see below)
Service Level Agreement : Service tailored to the customer. (more info on request)
If you have a technical problem or a technical question, fill in the 'Service Request' form and we will contact you as soon as possible!
After-sales service for Format-4, Felder, Mayer machines.
Transparent and clear communication to our customers is important to us.
If you have recently experienced longer response times in service enquiries for Felder, Format-4 or Mayer machines, we insist on communicating the reasons for this to you openly.
In our opinion, a mutual open exchange of information only offers advantages.
Notwithstanding (contractual) agreements in this regard, we are denied access by the Felder Group to information and procedures necessary to ensure proper service to you.
These circumstances make it (temporary) impossible for us to offer you the necessary spare parts.
Nevertheless, in the meantime, as a distributor that stands up for its customers, we continue to urge the Felder Group to honour the agreements made, so we can offer you the service you are used to from DB&S with regard to Felder Group products.