Support & Service

Hitchmachine commits below after-sales service for customers:

Free Service:

1. Hitchmachine has cultivated an experienced Technical Support Team to be responsible for trouble shooting for customers via service calls, Emails, video chat, etc.

2. Meanwhile we have a Quick Response Team to provide online service for automation products which will solve customers' questions according to the emergency level one by one.

3. Our Technical Specialists will be responsible for support products’ demonstration and training. For machines outside Delhi NCR, three training sessions on phone call will be offered on FOC basis.(*customer will be responsible to provide a technically skilled person for training)

4. During warranty period, Hitchmachine covers the maintenance expenses and promise to carry out obligations which the sales contract stated.

5. As to the distributors, Hitchmachine offers all kinds of practical training to ensure their technical competencies by maintaining and updating their technical knowledge of our products.

***Swapping, interchanging or fitting of consumables and accessories like blades, rollers, applicators, feeding pipes, wire straightener, terminal feed guide, etc comes under basic maintenance and will not be covered under free service.

Paid Service:

1. On-site installation, on-site maintenance, except contract agreed price which covered the expense already.

2. Services including periodic maintenance, machine diagnosis and repairs after one year of warranty period.

3. After product warranty expires, we supply spare parts on cost price.

Technical support is the foundation of Hitchmachine. We always provide First-rate Service to End-users such as following:

1. On-site/phone call installation support, testing and adjustment of machine

2. Training of technical person for operation, maintenance and management

3. Provide operation and maintenance instructions and parts catalog

4. Maintenance and replacement of parts and supply of spare parts and technical information

5. Making periodic calls on end-users to find out the operation condition of equipment, aimed at enhancing the usability of product

All in all, we will provide prompt service to all of our customers, regardless of the value of the products we sold. Hitchmachine treats each customer equally, once you become our customer, you shall enjoy a lifelong time service from us.

To our valuable and loyal customers, we strive to do everything in our power to "exceed our customers’ expectations" and to always deliver that magical "wow factor" that will keep them coming back for more.

We only provide installation service for fully automatic machines, but we can make exceptions for semi automatic machines if customers needs on-site service (all expense will be borne by customers outside of Delhi-NCR).

Installation of the machinery and equipment of Hitchmachine is conducted in customers' factory. Hitchmachine's technical specialist shall give sufficient consideration to the contents, time and means of operation, and safety problems that may arise during operation with the customer.

Our aim is to ensure that your machines receive the optimal level of care, Hitchmachine offers a maintenance contract to keep your equipment covered after the end of the warranty period.

After the purchase of your machines, you will be covered by a ONE-YEAR warranty covering spare parts and labor, including:

• Software updates.

• On-site repairs.

• Regular, preventative over-the-phone service.

• Corrective maintenance.

• Planned service visits.

Afterwards, we offer a maintenance contract which allows you to pay a flat-rate sum covering you against all risks.

Routine Maintenance:

Hitchmachine will attend the job site to do the maintenance regularly (*as long as the customer bears all the relative expense including labor, travel tickets, and all spare parts) comprising all maintainable equipment and appurtenances including both electrical and mechanical components and wiring. Hitchmachine will provide trained employees to service and maintain the equipment in a safe condition.

24 hours Emergency response services:

Hitchmachine will provide a 24-hour emergency service in the event that the equipment breakdown. When the reported nature of a malfunction is not detrimental to the safety of persons and nor of significant effect on the service provided by the machine, then attendance to the same shall be carried out during next visit to the premises pursuant to (routine maintenance).

Additional Maintenance Requested by Customers:

Hitchmachine shall not, unless specifically requested in writing by, and at the risk and expense of the Customer:

Carry out repairs, renewals or replacements necessary by any cause beyond the control of Hitchmachine except ordinary wear and tear; Any equipment damaged by reasons of nature disaster or force majeure.

Associated Equipment which is not Covered by the Contract.

General provisions:

Hitchmachine reserves the right to charge, on a time and materials basis, for any additional work over and above the service package pricing that may result from work required to address service prerequisites or other requirements that are not met by the Customer.

Hitchmachine reserves the right to re-price this service if the Customer does not schedule and provide for subsequent delivery within 30 days of purchase.

Hitchmachine's ability to deliver this service is dependent upon the Customer's full and timely cooperation with Hitchmachine, as well as the accuracy and completeness of any information and data the Customer provided to Hitchmachine. Activities such as, but not limited to, the following are excluded from this service:

Service deployment on machine hardware not covered by Hitchmachine warranty or service maintenance contract.

Service deployment on machine hardware covered by a third-party maintenance contract.

Services that, in the opinion of Hitchmachine, are required due to unauthorised attempts by non-Hitchmachine personnel to install, repair, maintain, or modify machine hardware, firmware, or software.

Service required due to causes external to the Hitchmachine maintenance machine hardware or software.

Any service not clearly specified in this document.

Customer responsibilities:

Contact one of our service specialist within 30 days of date of purchase to schedule the delivery of the service.

Ensure that all service prerequisites as identified in the service eligibility section have been met.

Uncrate products and place the package in the immediate location where the installation service will take place.

Provide necessary technical data, materials (such as wire and terminal samples for testing) required for installation.

Determine and correct the installation inspection criteria, and conduct delivery inspection for the installation completed by Hitchmachine.

Assign a designated person from the Customer's staff who, on behalf of the customer, will grant all resources needed in order to deliver this service; and otherwise be available to assist our technical specialist in facilitating the delivery of this service.

Be responsible for all backup operations. Provide a suitable work area for delivery of the service, including access to power supply, air compressor, raw material, etc.

Allow Hitchmachine full and unrestricted access to all locations where the service is to be performed.

Disclaimer:

Without Hitchmachine's consent, the Customer shall not direct or permit any third party to repair, alteration, replacement or any interference with any of the equipment.

For more information:

For more information on Hitchmachine Service, please mail us at support@hitchmachine.com