Ebble Tantec – After Sales Support

What After Sales Support is Available?

The Ebble Group supply equipment through the equipment side of the business, Tantec and Ebble Manufacturing offer subcontract plasma and corona treatment and processing.

Before heading into support, you can read more on both Tantec and Ebble in these two introductions:

For those who know us and want to know how we work with customers after they’ve bought from us, it’s usually in the following ways:

Once You’ve Bought Equipment

Our aim is to look after customers from the start of their journey with us right through to end of product life where we can help with disposal or start the cycle again with new equipment.

We continue to hold additional stock, have grown our internal sales and engineering support and are constantly training and developing or understanding of real world requirements to support you with what you really need.

Here are a few of the ways we help:

Dedicated engineering and production support

On ordering equipment our team will book you in to move you from a sales project manager to an engineering project manager. This member of the team will help from confirming what you’re buying and where it’s been delivered to what support you need to get up and running. Once your systems are delivered and working, your engineer will pass to internal support who will keep in touch for further support if needed.

Training, installation, manuals and initial support

Some products might be simple enough to ship with minimal support, but we’re always on hand should you need us.

Larger systems might need a site visit to help with installation and training and we can always send manuals or offer various training courses to help as your new equipment, or freshly treated components are delivered.

In any situation, we want to make sure that when you receive something from us that you know what it is, how you use it and there’s not confusion or doubt.

Spares and service contracts

Having equipment and ensuring it continues to perform at its best is important for your production, and for our reputation. We aim to advise on spare parts and offer a service contract for all the systems we provide.

We are happy to support with training to enable your own engineering team to keep equipment performing, or we’ll take all the stress out of maintenance and offer onsite or return to base support.

We’re happy to take discussions on which parts are sensible for you to hold and which we have in stock ready to go. Many spares are available here so if you would rather buy parts as required, that’s not a problem. On the other hand, if downtime is critical then a range of on site spares and longer lead time critical parts might be key to keeping production on track.

Extras and quality testing

Equipment is often highly robust, but checking and confirming its working is key to many industries.

It can be the case that either the machines are incorrectly set due to operator error, or that the incoming material quality is out of scope, but either way the treatment performance could vary so checking treatment using surface energy testing is often recommended.

We offer systems such as contact angle metres, as well as Dyne Test Inks and Pens for measuring surface energy on site. We can also support lab services if you want to look at current or future materials in more depth.

You can enquire direct for Dyne Pens or buy them online at Ebble.Shop

Breakdowns, warranties and emergency support

Like any equipment, there’s always a chance the worst will happen and a breakdown will occur. We recommend holding spares but excessive amounts is often impractical, especially if the only option would be a second unit.

From our UK site, we hold a wide range of spare components for quick exchange, along with a number of rental systems ready to be shipped same day.

Engineers can offer site visits and immediate phone support. We’re also keenly supported by our Danish factory, where additional rental systems and technical support is available same or next day.

We would normally suggest calling if there’s an emergency so that you know we’ve got the project, but you can also email our info@ebblegroup.com central email address which is monitored by several members of the team, you can also book and pay for rentals for quick dispatch using our web shop: Ebble.Shop

Future systems and friendly support

We’re delighted to say that a lot of our business comes from repeat customers who install systems on multiple production lines, or returning to us with new parts for contract plasma treatment.

We are more than happy to have you in to visit, or we’ll make the journey to you. Discussing new projects, giving some informal training to your team or delivering spares while we’re passing are often great ways to keep in touch.

Will I have to keep emailing generic email addresses that don’t reply?

We’re a small team here in the UK so each project has a dedicated, responsible person who will look after you. You may want to make contact with us through our info@ emails, through the webchat or contact us forms, but we will always get in touch quickly with our direct contact information to speak more.

Throughout your work with us, you might speak with different members of the team – from quoting and specifying through to engineering and delivery.

You are always welcome to speak to any of the team, we’ll all work our absolute best to make sure you’re looked after.

If in doubt the best contact to make is to info@tantec-uk.com or info@ebblegroup.com which are both monitored by the entire team and dealt with as swiftly as possible and responded to personally.

You can also see individual members of the team for direct contact on the contact us page.

Are We Calling Too Much or Too Little?

We appreciate that some of our customers want a cheap price, swift delivery and to get on with it. Please tell us if we’re being a pest trying to offer our support, we’re happy to leave you to it.

We also appreciate others wanting a close working relationship and support being vital. We have built Ebble Group with responsiveness and breadth of support at its heart. We’ll leave you to your business until you need us if that’s what you want. Or we’ll make it a plan to visit as required to ensure the systems are up and running without issues if that’s what you’d prefer.

Over recent years we have seen a number of companies keen for us to hold additional spares stock and rental systems here.

Others told us they wanted faster, more responsive support. We’ve invested further in stock, rental systems and engineering knowledge and have further plans for improvement as we grow to offer the best support we possibly can.

Global Support

While you’re reading the UK site, we work closely with our agents and manufacturing sites overseas to ensure customers are supported. Whether this has been customers relocating, or global customers with sites overseas, we’re well set up with to support in this way and because our manufacturing began in 1974, our network of partners are well trained and knowledgeable, available in around 40 countries.

For more information on the local support and agents, visit the global site for more information: Tantec A/S Find an Agent

We’re here to Help

From initial contact through to ongoing support, our team is keen to help and we’re trying to build something special so we’ll be here for many years to come.

We want to keep working with fantastic UK and Irish companies and encourage anyone thinking of working with us to throw your questions at us, join us for a Teams call, drop in to visit and explore our technology and meet us face to face.