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.
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
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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.
Cloud based connected services
Long New provides a cloud based platform where customers can remotely access to a suite of cutting-edge web services. Customers can not only view the near real-time status of the running machines but also check the important statistics including OEE, availability, efficiency and quality of the machine based on which the managers can make informed decisions in order to continuously improve the overall efficiency of the machines as well as reduce downtime. Furthermore, with relevant sensors equipped on the machines, data can be retrieved and studied and alert will be sent to responsible personnel when things run out of normal range to prevent major breakdown.
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..jpeg)
Maintenance and parts
- 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.