Support
Weber Vacuum Group supplies a range of service and support products to keep every machine we supply in its complete life cycle in optimal condition. We do this because many of our customers 'outsource' the service and maintenance work on these machines in order to be more occupied with their own 'core business'.
Guaranteeing Optimal Customer Satisfaction and Maximum Uptime
We understand that your top priority is your core business. Therefore we can help by offering Service contract that suits your needs best. In that case, maintenance & service can be fully in our hands.
Our guiding principle: 24/7 Support
Our service and support group is the contact for, among other things, scheduling service, maintenance work, controls and technical questions. They can take the required and/or necessary actions. You can also contact us for all other questions using the contact form, mail or telephone.
In the unlikely event of a breakdown of your machine, we have a service & support that is available 24/7, even outside our regular office hours. Normally, the first contact person is the commissioning engineer who did the installation and commissioning of your machines, who can be reached by telephone for this purpose. The second line and backup is our service support group in our HQ in The Netherlands.
Service steps
First step
Due to distance operators and/or end-users' technical services solve any problems with the machine themselves.
Weber Vacuum Group supports its preventive maintenance and other requests in any other way.
Second step
In the case this technical service does not resolve a fault within a reasonable period of time, they can call and through telephone support, our specialists can do the initial analysis and advise customers directly. In this, they are supported by the after-sales and support team. In the case of an EWON remote monitoring and assistance contract, logging into the machine's operating system to 'remotely' watch along and usually analyze the breakdown within a relatively short time. The outcome with possible solution will be communicated to the end-user's technical department, which can take the necessary actions to solve the problem.
Third step
In the exceptional case that our service department does not solve the problem after the above-mentioned lines, a specialist will go on site and try to solve the problem on-site.
Spare parts – Availability and Fast delivery
We have our own production and assembly facilities, in China and Hungary, enabling us to quickly produce and deliver so-called 'make parts'. We also have various partners who support us in this.
Many common and standard parts are stored for direct supply in our central warehouse in The Netherlands. We always advise you to keep the specific 'Recommended' spare parts in stock yourself so that you never miss out. To this end, you can consult the recommended spare parts list included in the manual of the machine and/or installation or simply send us a request.
Typically, these are parts that can be replaced relatively quickly and minimize unexpected downtime. Supply of all necessary original spare parts is usually within 24 hours.
We use an efficient tracking system for the applied parts, when you make a request we strive to provide you with the required information within 24 hours of the initial request. For efficient processing, we ask you to provide us with the necessary data, customer, project number, part number or description, please refer to the form below.
