久馨股份有限公司

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Service

Customer Service
The main objectives of Long New customer service are to support customers with prompt response and effective problem solving tools and skills, as well as assist customers in parts and machinery inquiries.

Technical support

 
  • Telephone service

    • Technical support
    • +8864-23592826 / ext.12
    Long New offer a designated telephone line to assist customers with all kinds of inquiries from spare parts to troubleshooting as well as scheduling remote accesses.
  • E-mail service

    • Technical support
    • service@mail.long-new.com
    Email is the most commonly used method for our customers to contact us. Customers use emails to describe problems in details by attaching photos and short videos; it is also useful in exchanging technical documents such as layout and instruction manuals.
  • Remote service

    • Technical support
    • By online connection
    Long New offer remote accesses to the machines via internet to solve technical problems such as identifying a failed motor drive to upgrading the HMI. This service is particularly helpful when the machines are located in remote regions. It may also be carried out with possible webcam feature depending on actual situations.
 
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Maintenance


With the aim of optimizing machine performance and minimizing machine’s down time, as well as assisting customers with the optimization of their part inventory management and significantly reducing the repair and maintenance expenses, Long New offer our customers:

The annual preventive maintenance program

  • Checking that the machine’s preventative maintenance program is properly executed.
  • General check on the machines’ condition
  • Identifying any issues that may negatively affect the machines’ performance.
  • Assisting in replacement of parts subject to wear and tear.
 
  • The program typically includes two interventions per year by two technicians, it can also be flexible as per customers’ specific requirements.
 
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Customer Service

 

Equipment relocation

Long New offer relocation services from dismantling, reassembling to equipment startup. Our technicians conduct an initial assessment and work out a plan with customers prior to the dismantling to ensure the relocation project to be implemented efficiently and the machine to be up and running soon after the relocation.

Equipment upgrade and retrofit

With the technological advancement, we constantly develop new functions and features for our quality machines. Some of the software features and options can even be added via remote access in order to improve the machines’ performance and user-friendliness. Many of our customers have benefited from this service and their machines’ life is prolonged and performance is further enhanced.

Training

Long New offers on-site training customers’ operators. This could be a standalone service or together with the commissioning of machines.
 
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Parts and machine inquiry


Customers can contact us to inquire about parts and machines by leaving messages on this site or sending emails to sales@mail.long-new.com
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