Vetaphone expands its remote assistance capabilities

‘We created the software in-house as a diagnostic tool for our generators,’ said Søren Kusk Pedersen, one of the Vetaphone on-call support team members. ‘It allows us to see and change the state of the input and output signals, read the error log, and modify all the parameters. We can also upload and change all the settings in the generator, so it effectively acts as a remote troubleshooting service for any Vetaphone customer.’

The new software has been used recently to troubleshoot a system installed by one of South African converters, Advanced Labels.

‘Advanced Labels has a Vetaphone 2kW corona treater fitted to a Nilpeter press and it was failing to start up, although the display on the press was not showing any errors. By having the Vetaphone service tool on my laptop I could login and see what the issue was with the generator,’ said P J Prinsloo, one of the service engineers at IPEX Services KZN, Vetaphone’s representative for southern Africa.

Having found the source of the problem, IPEX ordered a new generator from the Vetaphone factory in Denmark. After commissioning, it was tested using the same service tool and all readings were confirmed as normal. 

‘It’s so good to have this facility on our laptops – it really has given us a new way to support our customers wherever they are located,’ added Prinsloo.

Speaking for Advanced Labels, managing director Richard Jones added: ‘We were delighted with the speed of response from IPEX and the way in which the problem was diagnosed and resolved.  It was a fine example of customer support from the brand leader and highlights the advantages of today’s communication technology.’