We continue to be here for you
At Komax, protecting the health of our employees, their families and our customers is our top priority. We are therefore strictly obeying the instructions from the authorities and implementing systematic measures to protect the health of everyone. As the situation currently stands, the official directives may change at short notice, and we may find ourselves unable to provide our services in the usual manner. We can assure you that we will do our best to minimize the effects on you as far as possible, and we ask for your understanding for any inconvenience caused.
You can reach us via the usual channels
We are constantly reviewing our supply chains to ensure the availability of production components and spare parts. We are in close contact with our partners in this regard and have a high level of supply security thanks to our second source strategy. Many of our employees are currently working and supporting you from home. This means there are no major changes for you. Our employees can still be reached through the familiar channels and provide the usual services. The availability of our Customer Contact Center (Service Hotline) is also ensured.
Close cooperation with logistics partners
We are doing everything we can to meet our customers’ requested delivery dates for machines. Should the demand change quickly, we have the production capacity to respond. One current challenge is the availability of capacity for sea and air freight and overland transportation. We are working together with our logistics partners to offer you the best possible delivery option, and will inform you promptly of any delays. Due to these challenges at our logistics partners, we may have to adjust your usual Incoterms conditions for new orders.
As personal travel is currently restricted in Europe, we are endeavouring to find alternatives to machine acceptances on-site at Komax. We aim to deliver your machines on time. If this is not possible due to the available transport options, we will agree a new delivery date with you. For acceptances on customer premises, please see the “Deployment of service employees” section below.
Regular deliveries of spare parts
Our sales representatives and subsidiaries in the various countries receive regular deliveries of spare parts from us, meaning they can ensure local distribution. We are analysing the local stock situation very carefully and are constantly adjusting the delivery volumes to suit demand. Given the changing availability of transport, however, we cannot exclude the possibility of delivery delays to our customers. If this should happen, we will inform you immediately. We are doing everything we can to minimize these inconveniences as much as possible.
Deployment of service employees
For deployments of our local service technicians and of our European service specialists abroad, we are adhering to the official instructions and recommendations from the authorities in both the country where the work is carried out and the home country of the service employees. We are also consulting with the local Komax sales representatives. For an assignment to take place, the customer must first agree to receive the service employee. At present, this is being made more difficult by the many restrictions on flights which may make it impossible to carry out an assignment on site. In such cases we will work with our customers to find individual solutions and offer remote support. For installations and acceptances on customers’ premises, we will also work with our customers to find specific solutions that comply with the official instructions and the current situation in that location.
If you have any questions, our local sales representatives will be happy to help you. They can tell you the availability of machines, spare parts, and services.
Our employees are highly flexible and are working hard each day to minimize any inconvenience to you. However, given the current extraordinary situation, this will not always be completely possible. We would like to thank you for your understanding and wish you, your families and your employees good health.
CEO Komax Group
Vice President Global Market Services