Uster gains from after-sales service

18 Feb '21

3 min read

Pic: Uster

Uster, the world's leading provider of quality management solutions from fiber to fabric, is gaining advantage from its after-sales service. To support customers, Uster after-sales service team makes sure that every piece of equipment is installed perfectly and running smoothly. This is done even in the remotest of market regions, according to the company.

“Today’s customers rightly demand the highest standards when they invest in quality equipment, and after-sales service is an essential element in that, as feedback from customers in emerging markets confirms. Their expectations can be summarised under two categories: hard facts and soft skills,” Uster stated in a press release.

Customers from Bangladesh, Vietnam and Uzbekistan always acknowledge that the reputation of Uster technical support has had some degree of influence on their purchasing decisions. And that makes them even more demanding.

“Our customers expect yarn deliveries in the required quality every time, all packages, no exceptions. Therefore, we must assure reliably running processes in every aspect, as well as efficiency in our production. That’s where after-sales service must come in,” Phan Duc Le Hoang, director at Tri Viet Spinning in Vietnam, said the press release.

“We understand that we need excellent machinery, knowledgeable staff and a trusted partner who combines expert consultant and troubleshooter in one person. After-sales services help us for continuous and sustainable improvement,” Md Majibur Rahman, senior general manager at Envoy Textiles Limited in Bangladesh, said.

Customer surveys praise the technical qualification of Uster service engineers and the effective solutions they propose. “The suggestions are beneficial and add value to our process in maintaining final yarn quality,” Suresh Chander Pal, head of quality assurance at FE Indorama Kokand Textile JSC in Uzbekistan, said in the release.

“We absolutely trust the loyalty of the Uster team,” Ulugbek Kadirov, chief mechanic at Global Textile Solutions in Uzbekistan, said. Comparisons of Uster service teams with those of other suppliers also produce a positive result, rating them “very good” for their prompt and professional work. “We judge based on results and we are satisfied,” Kadirov said.

Customers are naturally committed to maximising the value of their investments, and their comments show that many recognise the value of good relationships with service teams in this respect. “Staff appreciate equipment from Uster and its timely upgrades with innovative ideas,” Md Shamimul Haque, chief production officer at Matin Spinning Mills Ltd, Bangladesh, said.

Knowledge transfer is said to be another Uster benefit much appreciated by customers. “Uster provides know-how enriched by important technical experiments and data, which is of course valuable to us,” Rahman added.

“Knowledge transfer is very helpful. Uster service engineers take time to transfer knowledge. We would definitely like more time invested in this,” Hoang added.

“We value practical suggestions from customers. It helps to elevate the level of our services and to define them according to needs,” Suresh Kris, the Uster Technologies vice-president for Global After Sales & Service, said. “Strong bonds such as these create a win-win situation. What more could we want?”

Fibre2Fashion News Desk (JL)

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