Equipment is bought once and run for years
Selling the machine is the easy part of this business. The hard part is that it still runs three years later, and that a filter is on hand when the technician needs one rather than a month afterwards. Our after-sales work runs on four tracks, and we set them out plainly here: some are live, and some have no published detail yet.
Four tracks
Each track has its own page setting out what it covers, where it stops, and the questions people actually ask. What is not yet pinned down is written there as an explicit marker rather than a vague sentence.
Maintenance and warranty
Servicing of supplied equipment, breakdown response, and handling of manufacturer warranty claims. Service requests go through a separate form rather than the sales form, because the two are not handled on the same track. Most work is done on the client site; some parts are removed, serviced at our workshop and refitted. The original manufacturer warranty, for the term and conditions set out in the quotation and in the warranty documents supplied with the equipment; consumable parts and misuse are excluded
Training
Operator training on the equipment after installation, covering its operating and safety procedures. Training on the equipment we supply: one session for three technicians at handover, included in the supply
Spare parts and filters
Supply of spare parts and filters for equipment we have delivered. This is one of the criteria by which we select equipment in the first place: what we cannot support after the sale does not enter the quotation. Spare parts and filters for the equipment we supply are held in our warehouse, anything not in stock is sourced within days, and filters are replaced twice a year in normal use
Operating references and articles
Written material on running and routinely maintaining the equipment, published progressively in the articles section and feeding this track. The section is live and articles are published on a rolling basis
Why service requests are kept separate from quotations
Splitting them may look like needless process. We read it the other way round.
A quotation request opens a study: sizing, configuration, supply schedule. Its horizon is weeks. A service request opens with a stopped workshop or a machine running at half capacity. Its horizon is hours.
Putting both through one form means an urgent request queues behind a fit-out study. So the two forms are separate, they arrive classified, and they are read against different priorities.
The second difference is that the two carry different data. A quotation asks about your floor area, your supply and your type of work. A service request asks about the machine itself, roughly when it was delivered, and what the fault looks like.
Request service or technical support
Service request
In the notes, give the equipment type and model, the approximate delivery date, and a description of the fault. Requests land in a single mailbox reviewed daily.
Questions about services
Do you service equipment you did not supply?
We accept them for the products we support
How long is the warranty and what does it cover?
The original manufacturer warranty, for the term and conditions set out in the quotation and in the warranty documents supplied with the equipment; consumable parts and misuse are excluded
Is training included in the supply price?
Training on the equipment we supply: one session for three technicians at handover, included in the supply
How quickly do you respond to a service request?
A service request reaches an inbox reviewed every working day, outside the sales queue, and is ordered by how much the stoppage affects your line
Is service available outside Riyadh?
The office is in Riyadh and operations cover the regions of the Kingdom. Supply and installation across cities in the Kingdom; the cost of a visit outside Riyadh is set with the order
Machine down? Start with the form, not the call
The form arrives classified as a service request with the equipment details attached; a call starts from nothing. Send the request, then call if it is urgent.