More Than Machines
Why Our Service Makes the Difference
In the world of industrial packaging technology, long-term success is not defined solely by precision, speed, and quality. Especially in the field of special-purpose machinery, where every system is tailored to individual processes and products, it takes more than standard customer support. It requires a comprehensive understanding of service.
At DIENST Packsystems, we see machine building as a partnership built to last. Our goal is not only to develop and manufacture outstanding solutions for secondary and tertiary packaging, but also to keep them running reliably over many years. That’s what our service stands for: personal, dependable, and proactive.
25 Years in Operation: A Testament to DIENST Longevity
A DIENST packaging system that has been reliably operating for over 25 years clearly demonstrates what sets our machines apart: intelligent engineering, high manufacturing quality, and long-term service availability. The fact that this line is still in continuous production today – recently upgraded through a comprehensive maintenance and optimization package – is not an exception, but our standard.
Our machines are designed for durability and high availability. This means: predictable investment planning, low operating costs over time, and consistent production output. A clear competitive edge economically and sustainably.
Speed Matters: Response Times You Can Rely On
In production environments, every minute counts, especially in case of an unexpected stoppage. That’s why DIENST service is built on fast, structured, and reliable processes. Our mission: to be available, solution-oriented, and technically competent when it matters most.
We are available for regular service from Monday to Friday, 8:00 AM to 5:00 PM with extended support available until 9:00 PM for urgent requests.
Our response times:
- Immediate support by phone, or a prompt call-back
- Written responses via email within 24 hours max
Our services at a glance:
- Direct access to all machine data and service histories via modern digital systems
- Expert technical support by experienced DIENST technicians
- Immediate remote troubleshooting and first-level diagnostics via phone
- Worldwide coordination of on-site service when required
In many cases, problems can be resolved during the first contact: thanks to our digital documentation, predictive maintenance, and decades of hands-on experience.
With DIENST Packsystems, you’re never alone in a critical moment, you’re in expert hands.
Spare Parts: Available, Verified and Delivered Worldwide
Original parts are more than components, they safeguard the performance, safety, and longevity of your machine. DIENST operates a centralized global spare parts logistics system with a clear focus on speed and supply security. We supply only verified original parts that are precisely matched to our machines.
Our promise:
- High availability of essential components
- Globally coordinated delivery logistics worldwide
- Express shipping for critical machine parts
- Custom spare parts packages available, tailored to machine type and production needs
This allows our customers to minimize downtime and ensure maximum production planning reliability.
Maintenance Today = Security Tomorrow
Regular maintenance is more than a formality, it’s one of the most effective ways to protect machine performance, avoid downtime, and optimize long-term operating costs. DIENST offers both predefined and customized maintenance packages depending on the machine type, operating hours, and production environment.
Scope of our maintenance packages:
- Visual inspection of all safety-relevant components
- Functional and performance testing
- Replacement of wear parts according to schedule
- Calibration of sensors and actuators
- Detailed condition reports with specific recommendations
By maintaining your machines proactively, you can detect weaknesses early, before they become real problems. This not only extends the machine’s lifespan but protects production output on a daily basis.
Upgrades & Retrofitting: Turning Old into New
Expanding a production line or adapting it to new requirements doesn’t always mean buying new equipment. In many cases, existing DIENST machines can be modernized through targeted upgrades – whether for new formats, improved energy efficiency, extended automation, or compliance with current safety standards.
Typical retrofit solutions:
- Format extensions or new product dimensions
- Integration of additional modules or automation units
- Upgrade of safety features to meet latest regulations
- Adaptation to new standards or legal requirements
- Digital connectivity and Industry 4.0 readiness
Our retrofit solutions help you make the most of your existing investment without compromising on quality or safety.
Service Level Agreements: Clear Rules for Maximum Reliability
Customers with high-volume production or time-critical delivery obligations benefit from our tailored Service Level Agreements (SLAs). These contracts define guaranteed response times, maintenance intervals, and dedicated contacts ensuring transparency and reliability.
Typical contents of an SLA:
- Guaranteed reaction times
- Priority treatment for all service operations
- Custom maintenance intervals and schedules
- Proactive condition monitoring and reports
- Spare part stockpiling for critical components
- A personal DIENST service contact
An SLA isn’t just a contract – it’s a strategic advantage in day-to-day operations.
Service Request? Use Our Online Form
We make it easy for our customers. With our online Service Request-Form, you can submit issues, maintenance requests, or retrofit inquiries 24/7. It’s the fastest way to a solution and goes directly to our service team for immediate processing.
Your benefits:
- 24/7 availability
- Automated routing for fast response
- Option to upload machine IDs and error descriptions
- Optimized internal processes for quicker handling
Lifecycle Support on Equal Terms
For us, service is not an add-on, it’s a core part of our promise to customers. From commissioning to retrofits years down the road, our service team is always at your side: personal, qualified, committed and always focused on maximizing the performance of your machine.
With DIENST Packsystems as your partner, you don’t just get top-tier packaging machines – you get a service commitment that delivers real value, every single day.