How to log a service request with us
If your induction cap sealer, liner application setup or sealing line needs attention, start with a clear service request. Send the job details through our contact form and include your company name, site address, contact person, machine type, product packed and a short description of the fault or service need.
For urgent stoppages, say so in the subject line and give us the best number to reach you on. If the issue affects a food, pharma or chemical filling run, tell us whether product is on hold, whether the line is still packed, and if the fault started after a changeover, power interruption or cleaning cycle.
- Company and site location, for example Jacobs, Pinetown, Prospecton or Pietermaritzburg
- Line or machine description, plus any model plate details you can see
- Fault symptoms, alarms, sealing failures or product leakage
- Photos or a short video of the cap, foil and container finish
- Preferred timing for attendance, with shift hours if the line cannot stop
What to include before the technician arrives
The more detail you give at the start, the faster we can narrow down the cause and bring the right parts. A foil liner issue can look like a heat setting problem, a conveyor timing problem or a cap quality issue, so it helps to know what changed before the fault showed up.
Have a sample bottle, cap and liner available if you can. If the line has been idle because of load-shedding, a product change or a water interruption, mention that too. These details matter in Durban and on coastal sites where humidity can affect liners, cardboard packs and stored spares.
- Is the fault constant, or only on certain bottle sizes?
- Are all seals failing or only some bottles in the run?
- Has the line had recent maintenance, cleaning or part replacement?
- Has the machine been moved, re-levelled or reconnected?
Repair bookings for breakdowns and repeat faults
When a line stops unexpectedly, our team will first work through the quickest checks by phone or message. That may include power supply questions, cap feed alignment, foil liner position, induction head height or conveyor spacing. If the fault is still there, we arrange the next practical step, which may be remote guidance, spare parts supply or a site visit.
We support lines from Jacobs, Durban, Pinetown, Prospecton, Pietermaritzburg and Richards Bay, with service coverage nationwide. For busy sites, we try to plan attendance around production windows so you are not left waiting for a whole shift while product sits on the floor. If a fault keeps coming back, we will also look at wear points, operator handling and setup drift, not just the obvious symptom.
Preventive maintenance that keeps sealing steady
Planned maintenance is often cheaper than a rush call when caps are failing or liners are lifting. We handle maintenance bookings for single machines and full sealing lines, whether you need a once-off inspection or a regular service interval.
A proper maintenance visit can include cleaning, inspection, alignment checks, worn part replacement and seal quality review. On coastal sites, corrosion and moisture can affect guards, fixings and electrical housings, so it is worth checking those items before they become a stoppage.
- Monthly or quarterly servicing for active lines
- Wear part checks and spares recommendations
- Seal quality review after changeovers
- Machine condition reporting for your records
Seal validation and liner matching support
If you are changing bottle formats, moving to a different cap or introducing a new product, the sealing setup should be checked again. Our seal validation support helps confirm that the liner, cap and container are working together properly before full production starts.
We also assist with liner matching, so the sealing material suits the product, the closure and the storage conditions. That matters for pharmaceuticals, chemical products and food packs that must stay secure through distribution, temperature swings and handling in transit. A good match reduces rejects and cuts down on unnecessary rework.
Remote support when you need a quick answer
Not every issue needs a same-day site visit. For simple faults, our support team can often talk an operator through the checks over the phone or through our contact form and help isolate the problem quickly. This can save time on small stoppages, especially during early shifts or when your maintenance team is already tied up.
Our technical support is handled by people who understand sealing lines, commissioning and day-to-day production pressures. You will speak to someone who can ask the right questions, not just log a ticket and leave you waiting.
- Fast guidance for set-up changes and fault checks
- Advice on sealing consistency after downtime
- Help with operator questions during a live shift
- Escalation to site attendance if the fault needs hands-on work
What happens after your request is logged
Once we receive your request, we review the urgency, the line type and the service needed. We then confirm the next step, whether that is a callback, a parts recommendation, a remote session or a technician booking. If parts are needed, we will tell you what is available and what lead time to expect.
For planned work, we confirm the booking details and any access needs for the site. If your plant has entry rules, safety induction requirements or restricted loading bays, mention them early so we can arrive prepared. The goal is simple: get your line sealing properly again with the least disruption possible.
If you need to log a service request now, send a message through our contact form with your details and the site issue. We will take it from there.
