Flat Glass Solutions has earned an enviable reputation not just for the machinery it supplies, but the quality of aftersales support it delivers as well.

It is now more than 50 years since Rolls-Royce introduced ‘Power by the Hour’, a pioneering initiative that was originally designed as a complete engine and accessory replacement service for the Viper engine on the De Havilland/Hawker Siddeley 125 business jet.

Since then, this service programme has been upgraded with modern technology that allows Rolls-Royce aircraft engines to be monitored in real time and a global network of service centres that ensure support and maintenance is readily available whenever required.

It’s a perfect example of a leading engineering brand recognising that even the most sophisticated and well-designed machinery is not immune to faults or technical glitches.

It also demonstrates the importance of taking responsibility for products long after they have been paid for and delivered. For Rolls-Royce’s customers, who need to keep aircraft in the air and operating safely, reliable support from a trusted partner is invaluable.

Support when it’s needed most
While dependable aftersales is vital for the aviation industry, it is also hugely important in other sectors as well, including glass and IGU manufacturing.

Thanks to the current economic climate, and with energy prices at an all-time high, glass companies are acutely aware of the requirement to operate as efficiently as possible.

Investing in sophisticated new machinery is a proven way to enhance production, improve quality and reduce waste, but – as with Rolls-Royce – it is only part of the solution.

Communication with suppliers is absolutely essential and for many businesses, it is the most valued element to a working relationship.

David ‘Oz’ Cahill, managing director of Flat Glass Solutions (FGS), explains why:

“When I established FGS back in 2014, it was with a clear objective to introduce our customers to the best engineering solutions from around the world.
“Over a decade later, we can demonstrate the quality of those machines in factories up and down the UK, but ultimately, the commissioning of machinery is the easy part of the job.

“We can look at existing glass production lines and crunch the numbers to show the ROI on new equipment,” he continues. “We can see it action, provide testimonials and see the results – most of the time it will do exactly what it says on the tin.

“Until it doesn’t, and then we have to work with customers to understand the problem and present a fix as quickly as possible. It’s at this point that a decent machinery supplier will really prove their worth!”

A trusted partner
For Hills Glass, a family business based in Stoke on Trent, the quality of aftersales support from FGS has been invaluable.
After investing in a Yuntong toughening furnace 11 years ago, Hill Glass has enjoyed consistent strong performance, until a recent issue occurred that required urgent attention.

Thanks to swift action from FGS’s operation manager, Gary Dobson, and Catherine Lee who heads up Flat Glass Solutions’ dedicated China office, the problem was promptly resolved.

“FGS’ response saved me a whole load of grief,” says Simon Hill, director of Hills Glass. “At 9am I thought I was going to have a headache of a day. By 10am it was all sorted.”

And for Double R Glass & Roofing Systems, FGS has also proven that it is prepared to pull out all the stops after purchasing a pair of Yinrui cutting tables, complete with edge deletion and automatic double side glass loaders.

After manufacturing the tables to a detailed specification so that they would fit precisely into Double R’s factory, an issue was flagged with the edge deletion system. However, with a Yinrui engineer on hand during the installation, the source of the problem was identified and a replacement flown in to fix it within days.

“In my experience, communication is key at every stage of the process when investing in glass processing machinery, especially once it has been installed and needs to earn its keep,” says David.

“We are well placed to do that with the team here in the UK, but our permanent office in China is also fundamental in delivering the high level of service we provide to our customers.

“We work hard to find the right machinery, and we back that up with long term, responsive, and effective aftersales support from the moment it’s turned on.”