Table
Installation and Training
Q: Does PONDA offer on-site training and installation services?
Yes, we offer global on-site installation and training services. This service will incur corresponding fees, including the specialists’ labor, meals and accommodation, transportation, and round-trip expenses.
If you prefer, you may also choose to cover the specialists’ meals and accommodation as well as transportation expenses, and we will only charge the labor fees. If you require this service, please notify us before we issue the formal quotation. After the contract is signed, we will inform you of the necessary preparations and request you to send an invitation letter by express to ensure our specialists can successfully obtain business visas.
Q: Is training provided for operators to use the machine effectively?
We provide training that covers following sectors to ensure operators become familiar with these aspects:
- Functional Principles of the Equipment
- Correct Usage
- Maintenance And Care
- Troubleshooting
- Emergency Procedures
- Trial Production
Q: Does the installation service include calibration and initial setup?
The installation service includes the following sectors to ensure the smooth operation of your production:
- Pre-communication regarding on-site conditions before departure.
- Providing the customer with a list of necessary facilities before departure.
- Connecting water, electricity, and gas (within one meter of the equipment).
- Leveling adjustment of the equipment.
- Precision calibration of the equipment.
Q: Is there ongoing support for operators after the initial training period?
Once you become a customer of Ponda, you are benefiting from our permanent free off-site technical support. Let us accompany and support your production journey. See the benefits of becoming a customer of Ponda.
Delivery and Logistics
Q: How is the shipping cost calculated, and how is shipping and logistics handled?
The shipping cost is calculated based on factors such as the destination, shipping method, and the size and weight of the equipment. We offer international shipping options and work with reliable logistics partners to ensure a smooth and secure delivery process.
Our primary transportation methods include sea freight, air freight, railway transport and ground transport. For certain ultra-precision equipment, air freight might be the only viable option. We coordinate with logistics companies based on the delivery location to secure the optimal transportation solution. In cases of urgent requirements, expedited options are available, and the associated costs and timelines will be determined based on the specific circumstances.
Q: What delivery terms does Ponda support?
Our default delivery term is EXW (intercom 2010). Before shipment, we take safety precautions and package the equipment in wooden crates. However, if you don’t have a logistics company you’re working with, we accept terms (intercom 2010) like FOB, DAT, DAP and CIF, but please note that these terms may incur additional costs.
Q: What is the lead time for manufacturing and delivering the machine?
The production time for the equipment is influenced by various factors, primarily varying among different equipment series and models. As a reference, the lead time for the Flat Lapping Series and Double-Sided Lapping Series is 30 to 60 working days, while the wafer grinder series requires 60 to 180 working days.
It is important to note that equipment production begins on the day we successfully receive payment. The actual delivery date is contingent on factors like the delivery location, transportation method, and international circumstances. For specific details regarding your location, please consult with us.
Q: What measures are in place to ensure the safety of the equipment during delivery?
We implement rigorous packaging standards to ensure the safety of the equipment during transportation. Each machine is securely packed using materials that provide protection against vibrations, impacts, and environmental factors.
Additionally, if we are responsible for the transportation, your machine will be insured. Meanwhile, we work closely with reputable logistics partners who are experienced in handling delicate and precision machinery.
For particularly sensitive equipment, we may use specialized crates, shock-absorbent materials, and custom packaging solutions to enhance protection. Our goal is to minimize any potential risks and deliver the equipment to our customers in perfect condition.
Q: Can customers track the shipment in real-time?
If the shipment is handled through logistics, we will keep customers informed of the goods’ location by email upon receiving milestone notifications from the logistics company. For express delivery, we provide a tracking code, allowing customers to easily track their shipment
Warranty and Maintenance
Q: What warranty is provided for the machine?
We provide a one-year warranty service, and the warranty period begins upon the arrival of the equipment at the customer’s site. During this period, we offer free replacement of any non-human-made damaged components, excluding consumables. After the warranty period, we will charge for maintenance, including but not limited to labor, meals, round-trip airfare, and the cost of new components.
Q: Are spare parts readily available for the machine? How long will spare parts be provided after the purchase?
We maintain ample stock of common spare parts, which can be shipped within 1 to 2 days. However, for some customized parts, assembly or procurement may be required, leading to longer lead times for these specific components.
Q: Are there recommendations for maintaining an inventory of critical spare parts?
Before you place your order, we’ll provide guidance on the spare parts you should have on hand. To ensure seamless production operations, we typically recommend keeping consumables like lapping slurry (powder), polishing slurry, lapping plate, polishing pads, and grinding wheels in stock. However, the choice of specific spare parts depends entirely on your preferences and requirements.
Technical Support
Q: How are technical issues addressed?
For software-related problems, we provide remote assistance, including software upgrades and debugging. In the case of hardware issues, depending on the severity, we usually initiate a remote diagnosis through methods like video conferencing or voice communication to guide operators in resolving the problem. If the issue cannot be resolved remotely, we will dispatch our experts to the site for repairs.
Q: How quickly can issues be addressed, and is there a technical support hotline?
We typically aim to resolve software issues within two working days. For hardware problems, the resolution time depends on the extent of the damage. If the damaged component is a precision instrument or a customized part, it may require additional time.
Additionally, we provide a dedicated support hotline, the contact details of which can be found in the user manual, for assistance.
Q: What are the specific business hours for technical support?
Our technical support team is available during regular business hours on weekdays, typically from 9 AM to 5:30 PM, Monday through Friday. Please note that specific business hours may vary depending on the region and holidays.
Q: Are there multilingual support options for international customers?
we currently offer human-assisted services in English only. For other languages, we utilize AI translation for written communication. As the demand for multilingual support grows in the future, we plan to progressively introduce human support in various languages.