Flat Glass Solutions (FGS) has highlighted the importance of responsive aftersales support after assisting Hills Glass in resolving a furnace issue that temporarily halted production.
Hills Glass, a Stoke-on-Trent-based glass processor with a 75-year history, operates equipment that requires high energy input, making downtime both operationally disruptive and costly. The company installed a Yuntong toughening furnace through FGS more than a decade ago.
Simon Hill, Director at Hills Glass, said the furnace has delivered consistent performance, supported by ongoing maintenance. However, a recent issue required external support to identify and resolve the fault quickly.
Hill said he contacted FGS, where Gary Dobson in the UK worked alongside Catherine Li, who manages the company’s China office. According to Hill, the issue was identified within an hour, allowing him to implement the solution and resume production shortly afterwards.
Hill said the speed of response was critical in avoiding extended downtime and associated costs.
Oz, Managing Director at FGS, said the resolution reflected the company’s focus on communication and technical support, particularly when working with international supply partners. He added that FGS aims to provide consistent aftersales service regardless of where machinery is sourced.
FGS said the incident demonstrates how coordinated support and technical expertise can help minimise disruption and maintain production continuity for glass processors.
