How Can IMPACK Service My Machines If I am Outside of Canada? [+ VIDEO]

If you’re on the market for folder-gluer packaging equipment, you’re probably comparing different solutions from several packaging equipment suppliers.

Choosing the best packing system for your company is important! However, just as important is the quality of the service that a supplier offers.

After all, every single machine will eventually breakdown, fail, or come across some sort of issue. 

Whether it be a broken shaft or a process failure, machine problems can, and do, happen sometimes.

It is what a company can do to fix them, and maintain that, is what truly matters.

At IMPACK, we pride ourselves on having our own internal feedback processes from our assembly, production, and engineering departments.

That is, we have our own departments that offer maintenance, service of spare parts, warranty, and customer service.

This ARTICLE + VIDEO will outline to you what services you can expect from IMPACK after your purchase.

What Services Does IMPACK Offer?

At IMPACK, we do not just build and sell packaging equipment, but instead, we’ve made it our goal to teach box manufacturers how to maximize their folder-gluer’s productivity and become the top speed producers in their industry.

Our experts are there to guide you through every step of the way, even years after you’ve purchased an IMPACK machine.

Here are the services that we offer at IMPACK:

• Commissioning Service

• Training Service

• Maintenance Service

• Repair Service

• Multilingual Customer Service

Let’s dive into each of those perks, and your options for each, so that you can know exactly what to expect from IMPACK.

Commissioning Service

Because we like to be as flexible as possible with our clients, we offer 3 options for commissioning:

1. Commissioning by IMPACK’s Experts

No matter where you are in the world, IMPACK’s Experts are super mobile and can travel to your location to administer the commissioning process. Location is not a problem 😉.

2. Commissioning by IMPACK’s Partners

We have a rapidly growing international network with IMPACK partners in over 54 countries. 

If the machine is not complex, our partners can administer the full commissioning process with IMPACK’s Experts on standby via phone/video to help at any moment they are needed!

3. Remote Commissioning

The third option is remote commissioning. 

Some of IMPACK’s machines can be installed without the need for on-site assistance. 

You will receive from us a step-by-step pre-commissioning guide that includes everything you need to know to prepare for your commissioning process. This includes what you should prepare, how you could prepare, and how to plan for your folder-gluer production.

Our experts will also be available to guide you via video conference to successfully complete your commissioning process.

The advantage of this option is that it allows you to save money on your commissioning and forecast your expected return on investment much quicker than the previous 2 options.

🔍 Recommended:

1. Check out our article "How to Fully Prepare For Your Commissioning Process" (Coming Soon). It outlines everything you need to know to be fully prepared for a successful commissioning process.

2. Learn how the company, TOPOBAL, self-installed IMPACK’s Ergosa A Packer.

Training Service

At IMPACK, you can count on us to receive complete training for your operators during and after the commissioning process.

Depending on the complexity of the commissioning process, this could take between 3 to 7 days.

We are always open to offering “refresher training” to our clients and are very flexible and adaptable to your schedule.

In fact, after a few weeks of the commissioning, most of our clients reach out for a “refresher training” now that they have faced their difficulties in the folding-gluing process, identified the root causes, and can pinpoint exactly where they are experiencing them.

This allows our experts to enter and leave the site with better educated, better trained, and far more equipped operators that have now become experts of their own machines.

🔍 Recommended: Interested in learning how to train your operators to master their machines and improve their productivity? Get the step-by-step guide by checking out “How to Train Your Machine Operators to Master their Folder-Gluer’s Productivity?” (Coming Soon).

Maintenance Service

As for maintenance, we provide a service email and phone number specifically for clients that need maintenance, spare parts, or any kind of support.

By providing us with photos or videos of the error in question, we can quickly and easily diagnose the problem and provide solutions within less than 24 hours.

Our most complex machines such as the Virtuo packer, MFA Batch Inverter, and Everio stacker are all equipped with a remote connection allowing easy, and speedy, software updates to ensure that your machine is functioning at optimal performance.

If a part needs to be replaced, our maintenance experts — with the remote assistance of our service department — will perform the operation. This allows our clients to quickly put the machine back in action and saves you a lot of money on labor costs for maintenance.

Warranty and Repair Service

IMPACK’s machines are designed to be easily repaired by any folder-gluer operator without experience needed. 

We offer a 1-year warranty on all IMPACK’s machines from the day of the commissioning.

This warranty includes parts only and excludes electrical components that are not manufactured by IMPACK and covered by the original manufacturer. The warranty also includes regular wear and tear to the machines. 

🔍 Recommended: Learn more about IMPACK’s Warranty and Service by reading “What is IMPACK’s Warranty and Service?” (Coming soon).

As for the repair service, the most requested repairs we get are to replace parts of the machine. 

To save our clients money, and a lot of hassle, we send a fully equipped kit with spare parts along with their IMPACK machine on the day the machine gets delivered.

If a client needs additional spare parts, we are capable of supplying them promptly. And if your machine comes across any issues, IMPACK’s Experts are only one call away!

Customer Service

We understand that every minute of the production is precious to our clients and so we offer easily accessible and readily available customer service.

Because we have over 400 machines installed across 25 countries, and projects in over 55 countries, we offer multilingual customer service. 

This includes English, French, Spanish, German, Italian, Chinese, and Korean.

No, we do not operate 24/7, given that our service team members are the development engineers that innovate the machines you get serviced at your production site, but we are entirely confident in the reliability and durability of our machines. 

In 20 years of IMPACK’s history, our support requests have never required 24/7 customer service. 

Over 95% of the problems reported by our customers are errors in the settings of the machine and not a defect or breakage.

When you call service at IMPACK, you are not redirected to an independent customer service center. 

Instead, you get to speak directly, and one-on-one, with the engineers who developed and installed your IMPACK machine. Thus, you will communicate with the most qualified people who have the solutions to the problems you’re experiencing.

Ready to Order Your New IMPACK Machine?

👉 If you feel ready to order your new IMPACK machine, here are your next steps:

1. Discover “How Long it Would Take to Deliver Your Machine and What to Expect”

2. Wondering whether you can use your own contract instead of IMPACK’s contract? Find out by reading “Can We Use Our Own Contract Instead of IMPACK's Contract?”

3. Worried about your new IMPACK machine damaging your boxes? Read “Can IMPACK’s Machines Damage My Boxes?”

4. And finally, Book an Appointment with an IMPACK Expert and we’ll offer you a FREE productivity analysis (no-commitment) and show you some of our machines LIVE in action!

👉 If you're still feeling unsure about ordering an IMPACK machine, here are your next steps:

1. Find out whether investing in packaging equipment is the right move for your company by reading “Do I Need to Invest In Packaging Equipment to Improve My Folder-Gluer Productivity?” 

2. Learn what level of automation your company needs by taking a look at “What’s the Difference between Manual, Semi-Auto, Auto & Fully-Auto Folder-Gluer Packers?”

3. Considering working with IMPACK but still got questions? Here are our “Top 10 Frequently Asked Questions'' with clear and direct answers.

4. Discover IMPACK’s 3 Main Machines and how to choose the best machine for your production.