Customer Service
Our Objectives & Promises in Professional Service
Since 1990, Polywell Machinery Ltd has been dedicated to providing high-quality machinery and professional after-sales service to the industry. From mainly serving Hong Kong industry in the past, to having branch offices and service centres all over mainland China, we have grown with the industry. In the past ten years we have gone through the global economic downturn, the financial tsunami, rising production costs, the northward shift of manufacturing, and industrial restructuring. Our after-sales team has also transformed from a conventional after-sales unit into a large professional engineering team.
Services Team
The Engineering Department has over 230 professionals serving customers, of which more than 200 are engineers providing different types of engineering service — one of the largest after-sales teams among machinery agents. Through professional knowledge, process know-how, technology and experience, we provide quality and efficient after-sales service.
Solution Center
To support strategic development, the Pro-Technic Complex and the Group’s first Solution Center in China opened in Chang’an, Dongguan in 2011. Besides exhibiting machines for customer visits, it provides technical and process analysis, machining proposals, operator training, technical exchange and seminars. Further Solution Centers opened in Suzhou (2012), Chongqing (2016) and Beijing (2017), covering South, East, North and South-West China.
Technical Week
We regularly hold themed seminars (such as Technical Week) for customers in different industries. The after-sales team also takes part, explaining how machines support each industry’s production and development, and exchanging with customers in greater depth.
Customer Service Center
Besides technical service, we value communication with customers. A customer service centre at the Dongguan Chang’an Pro-Technic Complex serves customers nationwide, with more than 20 professionals responsible for daily communication, spare-parts purchasing and quotation, order handling and after-sales follow-up. Regular phone surveys on after-sales quality help us understand customer needs and keep raising service quality.
Customer Service Center
Hong Kong Headquarter
(852) 2489 2363
main@polywell.hk
Unit 3808, Tower II Level 38 Metroplaza, 223 Hing Fong Road, Kwai Chung, N.T. Hong Kong.
DongGuan Office
(0769) 8538 9898
dgoffice@polywell.hk
No. 63-1, Zhen’an Road East, Xiaobian Community, Chang An Town, Dongguan City, Guangdong Province, China PRC
ShenZhen Office
(0755) 8359 6328
szoffice@polywell.hk
Unit 1409A, Huarong Building, No.178 Mintian Road, Fuan Community, Futian Sub-district, Futian District, Shenzhen, P.R.C.
Guangzhou Office
(020) 3887 9838/ 3887 9189
gzoffice@polywell.hk
Room 1601, Nanfang Securities Building, 140-148 Tiyu East Road, Tianhe, Guangzhou
Changsha Office
0731-8511 9328
csoffice@polywell.hk
Room 519, Chuanghui Business Centre (AUX Yanghu S4), 182 Xiaoxiang South Road Section 1, Yuelu, Changsha, Hunan
Xiamen Office
0592-6273 828
xmoffice@polywell.hk
Room 705-11, 7/F, 15 Duiying Road, Jimei, Xiamen, Fujian
Liuzhou Office
(0769) 8538 9898
dgoffice@polywell.hk
Beijing Office
(010) 6518 3818
bjoffice@polywell.hk
Rooms 308-309, Tower A, Huibo Yuntong Science and Technology Park, Jia 18 Kangding Street, Tongzhou District, Beijing
Tianjin Office
022-2442 6681
tjoffice@polywell.hk
12B09, Bohai Chuangzhi Building, Xinkai Road / Huaxing Road, Hedong, Tianjin
Shijiazhuang Office
0311-67660770
bjoffice@polywell.hk
Room 1902, Chengshi Zhongjian, 26 Zhongshan West Road, Qiaoxi, Shijiazhuang, Hebei
Shenyang Office
(024) 2251 5915 / 2251 5919
prc_info@polywell.hk
Room 1709, Tianwen Building, 5 Beierzhong Road, Tiexi, Shenyang, Liaoning
Xi An Office
(029) 8720 3112 / 8720 3116
prc_info@polywell.hk
Room 611, Tower C, Vanke Jinyu International, Keji 3rd Road / Gaoxin 1st Road, Yanta, Xi’an, Shaanxi
After Sales Services
We provide a full range of after-sales services to customers, including machine installation, application and training, repair and diagnosis, service seminars, preventive maintenance and customer visits, so that customers receive comprehensive after-sales support.
Machine Installation
We provide one-stop installation: from contract signing, a dedicated engineer follows delivery through to acceptance, including site survey, installation and delivery notices, unloading and positioning, installation, accuracy checks, performance tests and warranty-period service.
Corrective Maintenance
A core after-sales task: fast, accurate and reliable machine repair so equipment can return to operation in the shortest time, reducing downtime impact on production plans.
Preventive Maintenance
Planned maintenance through regular inspection, servicing and replacement of wear parts, keeping equipment at high accuracy and in good operating condition, reducing downtime and maintaining production efficiency.
Overhaul and upgrade
After ten or more years of use, mechanical or electronic parts age and performance drops, or parts become obsolete. Overhaul and system upgrade restore suitable accuracy, extend machine life and raise production efficiency.
Service seminar
Every year the after-sales team holds more than 10 free maintenance seminars at the Dongguan service centre (machining centres, calibration systems and more), with over 300 attendees. The aim is to teach basic maintenance so customers can handle simple issues themselves, reduce downtime and extend machine life.
Manufacturer training and support
Besides our own service team, we have manufacturer technical backup. Engineers are often sent to the factory to learn the latest technology and new models, and we work with the manufacturer on complex machine issues to resolve them as quickly as possible.
Spindle repair centre
Factory spindle replacement or repair can cost tens or hundreds of thousands. We therefore set up a spindle repair centre at the Dongguan Chang’an Pro-Technic Complex, providing professional, fast and affordable spindle repair. Since 2010 more than 700 spindles of different models have been repaired, saving customers time and money.
Electronics workshop
Factory repair of electronic parts or circuit boards is costly, and obsolete parts may no longer be available. Our electronics workshop at the Dongguan complex has handled more than 1,800 electronic-part cases for over 900 customers since 2009, providing professional, fast and affordable board and electronics repair.
Service Hotline 400-889-8282 
