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After Sales Care Policy

An “INSTALLATION” means just a “START” for amazing services

It is necessary for Totani’s success, as well as our customers’ success, that we provide a more usable, more productive, and more dependable product.

Since the institution’s formation, Totani Corporation has been built on the premise to serve our customers with a product that is functional and offers exceptional productive performance. In accordance with this policy, Totani Corporation is devoted to bringing customers the highest quality in products and support.
Totani Corporation’s basic policy of after-sales service is: Regardless of the machine’s activation date, Totani will in good faith, make provisions to provide parts and service to best support customers.
In order for customers to use our product for many years to come, we have built our machines with the following features in mind:

  • Software and hardware that can be modified or adapted to meet changing market requirements while considering future provisional opportunities.
  • Totani is able to respond to every customer situation providing upgrades when necessary and/or fixing errors without the requirement of an intermediary or OEM software manufacturer.
  • Sourcing commercialized products from other manufacturers to provide customers with support due to part obsolescence. Totani will keep needed components or prepare replacement goods in the event other manufacturers suspend production of their products.

Our machines, designed for 20-30+ years of life are engineered with after-sales care in mind.

Warranty Policies of Totani Corporation

  • Our system is guaranteed against electrical and mechanical parts for three years from the date of original purchase.
  • Everything except consumable goods, such as a Punch knife and cutting knives, is included in warranty. You can make use of our product with a sense of security. Our system is the longest warranty period in the packaging machinery industry.
  • Our repair service is offered not only for Japan, but also for overseas. We have overseas subsidiaries in the United States, Europe, and China. In other regions, the employees of our Corporation can visit directly.

After-Sales Care: Examples of Support

The following are examples of day to day customer issues and how Totani strives to provide solutions to each and every issue.

Case#1Machine model is discontinued and customer needs replacement parts.
Totani Corporation will provide upgraded parts to replace discontinued parts.
Case#2Machine is stopped due to electrical problem or defective part. Customer needs support such as electrical schematics.
Totani Corporation provides inventory of electrical components of machine parts for even if they are products of 30 years ago. If the parts are no longer available, replacement solutions will be provided.
Case#3The bag-making machine is working fine, but trouble occurs with a monitor or other commercial electronic component.
Totani Corporation seeks replacement goods and usable off the shelf components for our customers if OEM products, such as an LCD monitor, or electrical components are no longer in production. We will not shift the responsibility to subcontract management.
Case#4Customer is in need of immediate technical service support. What support systems are in place to make contact?
Totani Corporation, with five (5) international locations, contributes to our customers' production activities through our after purchase support systems. With offices in China, Japan, Europe, and the Americas; Totani has the capability of providing global support. Each office has Field Service Engineers capable of providing technical information to clarify issues or provide correct part numbers for necessary purchase. Our online contact form provides the customers the ability to detail their issues in email format in the event an issue arises after normal working hours.
Case#5Even though you have purchased a machine from somewhere else at extraordinary low cost, you have realized prices for replacement parts are very high.
You will NOT have this situation with Totani. Totani offers components at competitive prices in order to support our customers' productivity.