Service and Consultation Booking

Training, Maintenance, or Out-of-Warranty Service – Second-Hand Machine
For older equipment, this premium service provides access to our Senior Engineers—experts who were directly involved in the design, specification, and pre-delivery testing of these machines. Their deep understanding of the original engineering and operational requirements ensures the most informed guidance and support for keeping legacy equipment running effectively.

Note :You may want to book consecutive blocks where you feel more than one hour is appropriate.

To streamline Training, Preventative Maintenance and Service calls it is always a good idea to document any problems or questions with videos (Narrated) and pictures which you have uploaded to your client Gallery (see instructions below).
If you do not have or have lost your access to your client gallery please email steve@adeneli.com for assistance.  
Note, having a record of past issues in your gallery will make any subsequent calls more effective and can even avoid calls altogether.

Instructions on Uploading Videos to Our Online Gallery

1. When documenting a new query or issue, one or more videos of  at least 30 seconds with you narrating.  It is best if the video(s) start with an overall view of the machine then they pan to the area (in question) with your narration.

2. If applicable , Describe any recent changes or adjustments made around the time issue you wish to go over started presenting itself.

You can also use the QR code Below  to upload your pictures and Video to our generic Service calls Gallery.

Or you can send this link to a mobile phone so that the phone can upload the media:

https://adenelipackaging.com/v/servicegalleryupload

Spare Parts
Note , having spare parts on hand can significantly increase the efficiency of a booked service related call. With spare parts on hand the possible causes of issues can be quickly narrowed down and often quickly resolved.  You can request a list of recommended spare parts for your machine to be emailed to you for purchase prior to moving onto booking a service appointment.

Just to help set the expectations.

There is no guarantee we can solve or cover all the issues you wish to cover in one hour; especially on older machines purchased second hand.
We can assist on a nominally paid basis of $240 per hour to see if we can make suggestions on adjustments and or parts that may be required to help resolve the issues in question.

We are also able to collect information and discuss what to do next should we need the input of our machine manufacturers or other Engineers. 

With service and set up related issues, it is a good idea to document carefully each change you have made so we can take off from where you have left off and not spend too much time covering ground you have already covered.

Maintenance or Service (Within Warranty Period)

Note :You may want to book consecutive blocks where you feel more than one hour is appropriate.

Warranty Booking Information

This service is also available for machines that are currently under warranty.

When a booking is made using a Warranty Code, the session will proceed as scheduled. If, during the session, it is identified that the issue relates to setup or configuration, operator error, power or air supply utilities, or general unfamiliarity with the machine—and not a fault with the equipment itself—the session will be billed at our standard service rate of $120 per hour or part thereof.

To help minimise these situations and ensure optimal performance of your equipment, we also offer structured training sessions for operators and maintenance staff. These sessions are designed to improve understanding, efficiency, and reliability, and we recommend scheduling training at least once every six months.

Preparing for Your Maintenance or Service Session

To help streamline maintenance and service calls, we strongly recommend documenting any issues or questions before your session by uploading narrated videos and photos to your Client Gallery. This allows our technicians to review the situation in advance and ensures your session time is used as effectively as possible.

Maintaining a history of past issues in your gallery also helps make future sessions more efficient and, in some cases, may eliminate the need for a service call altogether.

If you do not have access to your Client Gallery or have misplaced your login details, please email steve@adeneli.com for assistance.

How to Document Issues Using Videos and Photos

When recording a new issue or question, please follow the guidelines below:

1. Record narrated video(s)

   • Provide one or more videos of at least 30 seconds each.

   • Begin with a clear, overall view of the machine.

   • Slowly pan to the specific area of concern while explaining what you are seeing and experiencing.

2. Explain recent changes

   • If applicable, describe any recent changes, adjustments, or configuration updates made around the time the issue first appeared.

Clear narration and visuals significantly improve our ability to diagnose and resolve issues efficiently.

Uploading to Your Client Gallery

Inside your Client Gallery, you will find an Upload link located in the top-left corner of the screen. Use this link to upload all related videos and photos for the issue you wish to review.

Alternatively, you can also use the QR code Below  to upload your pictures and Video to our generic Service calls Gallery.

Or you can send this link to a mobile phone so that the phone can upload the media:
https://adenelipackaging.com/v/servicegalleryupload

Spare Parts and Service Efficiency

Having recommended spare parts available can significantly improve the efficiency and effectiveness of a booked service session. Spare parts are often used to temporarily replace a suspected component, allowing us to confirm whether that item is the cause of the issue. This swap-out process helps narrow down possible causes and trace the problem to its actual source.

Without spare parts on hand, troubleshooting may require multiple sessions and can take days or even weeks while parts are identified, ordered, and delivered. By contrast, having suitable spare parts available can allow issues to be isolated and, in many cases, resolved during the same service session—helping you return to operation much faster.

If you wish, we can email you a list of recommended spare parts for your specific machine so they can be purchased prior to booking a service appointment.

Service Scope and Expectations

While our goal is always to be as effective as possible, there is no guarantee that all issues can be identified or resolved within a one-hour session.

Non Warranty Service sessions are provided on a time-based basis at $120 per hour or part thereof. During this time, our technician can:

• Assist with troubleshooting and setup-related issues

• Make recommendations for adjustments or parts that may be required

• Use spare parts (where available) to help isolate suspected causes

• Collect relevant information to determine appropriate next steps

If required, we can also gather technical details and discuss follow-up actions that may involve consultation with other engineers or our partner manufacturers.

To make best use of your session time—particularly for setup or configuration-related matters—we recommend carefully documenting any changes you have already made. This allows us to continue from where you left off and avoids spending time revisiting steps you have already covered.

Preventative Maintenance & Ongoing Training (Strongly Recommended)

We strongly recommend scheduling this service for at least one hour every six months as a Preventative Maintenance Inspection and/or to support training for new or existing staff.

Preventative maintenance is far more effective than reactive repair. Much like maintaining personal health, proactive care of your equipment helps identify potential issues before they lead to downtime.

During these sessions, we can often:

• Identify parts that may require attention or replacement

• Correct settings that affect performance, reliability, or machine longevity

• Improve operator understanding and confidence

• Reduce the likelihood of unplanned outages

Regular preventative maintenance and training help protect your investment and ensure your equipment continues to operate at its best.

Training, Maintenance or Service
This moves your machine Training, Maintenance or Service out of Quadrant 1: Urgent and Important and into Quadrant 2: Not Urgent but Important
You can prevent the issues before they develop 

Note :You may want to book consecutive blocks where you feel more than one hour is appropriate.

To streamline Training, Preventative Maintenance and Service calls it is always a good idea to document any problems or questions with videos (Narrated) and pictures which you have uploaded to your client Gallery (see instructions below).
If you do not have or have lost your access to your client gallery please email steve@adeneli.com for assistance.  
Note, having a record of past issues in your gallery will make any subsequent calls more effective and can even avoid calls altogether.

Instructions on Uploading Videos to Your Online Gallery

1. When documenting a new query or issue, one or more videos of  at least 30 seconds with you narrating.  It is best if the video(s) start with an overall view of the machine then they pan to the area (in question) with your narration.

2. If applicable , Describe any recent changes or adjustments made around the time issue you wish to go over started presenting itself.

Inside your Gallery is an upload link in the top left corner.  

You can also use the QR code Below  to upload your pictures and Video to our generic Service calls Gallery.

Or you can send this link to a mobile phone so that the phone can upload the media:

https://adenelipackaging.com/v/servicegalleryupload

Spare Parts
Note , having spare parts on hand can significantly increase the efficiency of a booked service related call. With spare parts on hand the possible causes of issues can be quickly narrowed down and often quickly resolved.  You can request a list of recommended spare parts for your machine to be emailed to you for purchase prior to moving onto booking a service appointment.

Just to help set the expectations.

There is no guarantee we can solve or cover all the issues you wish to cover in one hour.
We can be there to assist on a nominally paid basis of $120 per hour to see if we can make suggestions on adjustments and or parts that may be required to help resolve the issues in question.

We are also able to collect information and discuss what to do next should we need the input of our machine manufacturers. 

With service and set up related issues, it is a good idea to document carefully each change you have made so we can take off from where you have left off and not spend too much time covering ground you have already covered.

With over 30 years of experience in the supply of packaging equipment and materials, our CEO, Ben Bornstein leads the strategic packaging consultations focused on improving operational efficiency, cost control, and material performance. His approach looks beyond isolated packaging decisions to how packaging choices cascade through operations, consumables, workflows, and overall business outcomes. Where appropriate, we can also connect clients with relevant industry contacts to support next steps.

Key Guiding Principle:
A diagnosed problem is more than half solved.

Identified problems represent identified opportunities—serving as the starting point for meaningful improvements in packaging processes, consumable usage, and decision-making across the packaging value chain.

In addition to his packaging expertise, Ben has extensive experience organising and facilitating meetings and discussions with individuals across a wide spectrum of professions. These include company founders, corporate leaders, academics, policymakers, medical and technical professionals, legal experts, media figures, and high-net-worth individuals.

Working at this level has refined Ben’s ability to quickly establish context, ask the right diagnostic questions, and guide focused discussions that help decision-makers clarify priorities, align packaging strategy with operational realities, and concentrate on the opportunities that matter most.