01 / SOLD MACHINE
Sold-machine support
You already have, or are buying, a Spack machine and need warranty, parts, or a fault path.
Services
Support after the machine ships.
Installation, training, factory acceptance, spare parts and remote support are scoped in the quotation for that project. This page states the frozen commercial split — it is not a generic SLA.
This does not replace the signed order. Hours-to-reply, parts ETAs, and country coverage are not published here because they are not frozen.
Warranty12 months from machine receipt
First response pathPhone or video call; most faults remote
On-siteArranged when required; travel and service fee on the buyer
FATRun against the conditions agreed for that order
What this page covers
This page is for a machine that already exists.
This is the site-level after-sales page. Machine pages keep a short recap of the same four support items. This URL is the long form.
Spack Machine supports a sold machine after shipment: remote diagnosis first, spare parts during the stated warranty, on-site visits on agreed commercial terms.
If you already have a Spack packaging machine — or the configuration is frozen and the machine is about to ship — this page states the commercial split that already appears on the homepage and on machine Service chapters.
Project boundary: final responsibilities belong in the signed order, not in web copy. Installation, training and the initial spare set should appear as their own quotation lines.
02 / AFTER FREEZE
Project steps after freeze
FAT, packing, install, training: what is in writing versus what is arranged later for that project.
03 / NOT A SELECTOR
Not a machine selector
If you do not have a model yet, open a machine family or write via Contact.
- Not co-packingSpack Machine does not run contract packing or “pouch packaging services” for hire.
- Not a film SKUFilm supply is not sold as a catalogue service on this URL.
- Not a 24/7 clockWe do not promise a reply within a fixed number of hours.
- Not free worldwide travelOn-site visits are arranged when required; travel and the service fee are the buyer’s.
Four support items
Remote first. On-site when the project needs it.
Support continues after shipment. Warranty runs 12 months from receipt; installation, training, spare parts and remote support are scoped for your region and stated in the quotation — review them with us before you order.
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Illustrative commissioning still from machine Service chapters. Not a named customer plant. Installation & commissioning
On-site commissioning is arranged when your project requires it. The service fee, round-trip airfare and accommodation are the buyer’s responsibility; exact scope is confirmed in the quotation.
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Illustrative training still from machine Service chapters. Not a named customer plant. Operator training
Operator training is part of project handover. Format and duration are confirmed for your configuration and region in the quotation.
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Spare-parts still from machine Service chapters. Not a kit contents list. Warranty & spare parts
Warranty covers 12 months from the date of machine receipt. During that period, defects or malfunctions are covered by technical support and complimentary spare parts for replacement; freight on those parts is borne by the buyer.
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Diagram — not a photograph. Confirmed channels: phone, Skype or FaceTime. Remote support
From dispatch onward, support is available by phone, Skype or FaceTime. Most issues can be resolved remotely. When an onsite visit is required, a technician is arranged; the service fee, round-trip airfare and accommodation are the buyer’s responsibility.
Confirmed remote channels: phone, Skype and FaceTime.
Same four items as the money pages. Machine Service chapters keep the short recap. This URL is the site-level owner.
Project path
The project path after the configuration is frozen.
Eight stages from first enquiry to ongoing support. This page expands only 05–08. Steps 01–04 stay on the homepage project path.
01
Requirement review
Product, pack, dose, output and where it sits in your line.
02
Sample test
Your product, your film. Where fit is decided. On request.
03
Scope freeze
Itemised scope, interfaces and both sides’ responsibilities in writing.
04
Manufacture
Built against the frozen configuration, with progress updates.
05
Factory acceptance test
Run against the agreed test conditions before shipping.
06
Shipping & documents
Packing, export documents, manuals and drawings.
07
Installation & training
Commissioning on your floor and operator handover.
08
Ongoing support
Remote diagnosis first; spare parts during warranty; onsite visits on agreed terms.
Ask for the lines in the proposal. Installation, training and the initial spare set should appear as their own quotation lines. Write via Contact if those lines are missing.
How to request help
Send what you have. Do not wait for a perfect file.
Partial information is useful. We do not promise a reply within a fixed number of hours.
Send what you have
- 01Machine model / Keep-page name
- 02Serial or nameplate photo if available
- 03Product and film in use
- 04What the machine is doing (alarm text, station)
- 05Photo or short video
- 06Whether it is still inside 12 months from receipt
Where to write
Form
Contact
The project inbox. Use it for support or spare-parts requests. There is no second form on this URL.
[email protected]
Use this if your IT policy blocks web forms, or if you are sending a drawing or video larger than the form accepts.
+86-13226819993
Same number as the voice line. A short video of the fault is enough to start.
Phone
+86-13226819993
Useful after a written note exists, so both sides are looking at the same machine and symptom.
After shipment
Questions that come after the machine ships.
Query-shaped questions. The first sentence is the answer.
How is a Spack packaging machine supported after it ships?
Remote diagnosis comes first; spare parts follow the warranty split; an on-site visit is arranged when needed on agreed commercial terms.
The four items on this page — installation and commissioning, operator training, warranty and spare parts, and remote support — are the same split used on machine Service chapters.
What is the warranty on a Spack packaging machine?
Warranty covers 12 months from the date of machine receipt.
During that period, defects or malfunctions are covered by technical support and complimentary spare parts for replacement; freight on those parts is borne by the buyer. See Warranty & spare parts.
Does a Spack packaging machine include on-site installation?
On-site commissioning is arranged when the project requires it; the service fee, round-trip airfare and accommodation are the buyer’s responsibility.
Exact scope is confirmed in the quotation. It is not assumed on every export machine.
How does Spack Machine provide remote support?
From dispatch onward, support is available by phone, Skype or FaceTime, and most issues can be resolved remotely.
When an onsite visit is required, a technician is arranged on the commercial terms above. We do not publish support hours, a coverage map, or a fixed-hour reply.
What should I send to request spare parts or troubleshooting?
Send the machine model, serial if you have it, product and film in use, a short description of the fault, and a photo or video.
Say whether the machine is still inside 12 months from receipt. Write via Contact, or use email / WhatsApp / phone.
How is a factory acceptance test scoped for a Spack packaging machine?
The machine is run against the factory-acceptance conditions agreed for that project; what is tested, with which product and film, and who may attend are written when the configuration is frozen.
Ask for those details in the proposal rather than assuming a standard set. See FAT.
No SLA on this page. We do not promise a reply within a fixed number of hours.
Machine routes
If you do not have a model yet, start with a family.
This URL is not a machine selector. These Keep pages are the live families a sold machine usually sits in.
Company. Spack Machine is based in Shantou, Guangdong, China. Background is on the About page.
Tell us the machine and the fault. We will tell you what we need next.
Send the model, serial if you have it, product and film in use, and a photo or video of the symptom. We will use that to say what is still needed — without a fixed-hour reply clock.
