THAT’S WHAT WE CALL SERVICE!
We are happy to measure ourselves against the demands of our customers. After all, truly individualized service is recognized above all by the fact that it always focuses on your needs. How this looks in detail? Just imagine the following case that could occur any time in everyday life …
The display of your laser welding system suddenly signals error message 70 – “water flow”. Even as an experienced operator, you will not be able to solve this spontaneously. Now the machine is at a standstill, and you cannot process the scheduled order on time. Now, of all times! The process comes to a halt. So, what can you do? Informing the customer of a delay would definitely not be an option. But if you contact the manufacturer of the system, the service technician will probably only have time next week.
Friday, 1:15 pm
At Sigma Laser, you immediately reach a contact person who forwards your call immediately.
Friday, around 2:20 pm
Within about an hour our service technician calls back. His instructions are professional and clear: “Connect any PC to the Internet and connect your system via the USB port.” And we are ready to help you via remote diagnostics. Because within a few minutes we can establish a connection between our headquarters near Frankfurt and your facility – no matter how many kilometres away or in which country. Worldwide!
Friday, 14:35 pm
Our service technician analyses all data of the individual modules. Is the pump defective, is something wrong with the flow sensor, is the cooling hose bent or is there just a lack of water in the cooling system? Thanks to the well thought out control, which was developed especially for our laser systems, we can see every detail of the system. For example, we see that the pump is running at the set frequency. Now the flow sensor is checked. The values are correct .. But wait – every now and then there are short interruptions in the incoming signal. Maybe a cable is broken. The sensor is quickly prepared for shipping with the associated cable. Instructions for replacement are included. The package will be shipped the same day.
Saturday, 10:00 am
The package arrived punctually, the spare part is installed quickly. The laser system works perfectly again. Now there is nothing standing in the way of a timely execution of the order.
Thanks to our remote diagnostics software and our in-depth expertise, we can handle possible bottlenecks in no time at all, from anywhere in the world.