PackForgeA division of Fulcrum Infratech Pvt. Ltd. Machines& Material Handling

PackForge

Something is wrong

Raise a Complaint

A complaint is information, and a supplier who treats it as an attack learns nothing. If a machine is not doing what we said it would, if a part arrived wrong, if an invoice does not match the order, or if somebody here did not do what they promised, we want to hear it directly rather than through a review site.

Reply within one working day
Stopped line? Call first
Logged against your order
Escalation to company management

Call +91 95822 69346 WhatsApp us

A complaint logged against its order, triaged and answered by name (illustration)

1 dayReply to the form

5Details to include

48 hrsReport online-order damage

Mon–Sat9:30 AM to 6:30 PM

This page sets out how to raise it so that it is acted on quickly, and what you should expect back.

Raise it fastest by phone

For anything that has stopped production, call +91 95822 69346. A stopped line is not a written conversation, and the fastest fix is usually a person who knows the machine asking you two questions.

For anything else — a commercial dispute, a delivery that went wrong, a part that does not fit — write it, because a written complaint carries the detail that a phone call loses. Use the complaint form or send it on WhatsApp with photographs.

Which route suits which complaint

Most complaints fall into one of six kinds. Each has a route that puts it in front of the right desk the first time, and a short list of things that let that desk act without writing back to you.

The complaint	Fastest route	Send with it
Machine stopped mid-shift	Call +91 95822 69346	The model, and what the machine did just before it stopped
Machine running, but not right	The form above, or WhatsApp	A video clip showing the fault, plus the serial plate
Damaged on arrival	WhatsApp, the day it arrives	Photographs of the packing and the damage, and the transporter’s copy with your note on it
Wrong item or wrong part	WhatsApp or the form	Order reference, plus a photo of what came with its label or plate in view
Invoice or payment	The form, marked as an accounts question	The invoice number and the line that does not match
A visit, a promise or a person	The form, or email to [email protected]	The date, the name if you have it, and what was said would happen

For an order placed and paid on this website, report damage or a wrong item within 48 hours of delivery with a photograph or unboxing video; the returns page explains what follows. A fault on a machine inside its warranty period follows the steps on the warranty page, and a spare that will not fit goes through a spare parts enquiry.

What to include

A complaint with these five things attached is usually resolved in one exchange. Without them it takes three:

The order reference or invoice number. Without it we are searching by memory.
The machine model and, if it has one, the serial plate. Photograph the plate; it is faster than typing it and it never has a typing error.
What you expected and what happened. Both, in your own words. "It seals but the seal peels after an hour" tells us far more than "sealing problem".
When it started, and whether anything changed at the same time — a new consumable, a new operator, a power supply change, a move to a different bench.
Photographs or a short video. For anything mechanical this is the single most useful thing you can send.

What happens next

The complaint is logged against your order rather than against a general inbox, so whoever picks it up can see what you bought and when.

A machine fault is triaged first: can it be fixed by an adjustment or a wear part you can fit, or does it need an engineer? Most faults on our own machines turn out to be the first kind, and the fastest resolution is a call and a photograph rather than a visit.

A commercial complaint — pricing, invoicing, documentation — goes to the accounts desk with the paperwork attached, and you get an answer about the document rather than an apology about the process.

While you wait for an answer

The hours between reporting a fault and hearing back are where a small problem most often becomes a larger one. A few precautions keep the machine, the evidence and any claim intact.

Stop a machine that is getting worse. A new noise, a smell of burning, or seals failing more often each hour means the fault is spreading. Switch it off and say so when you report it.
Keep what failed. A broken blade, a burnt element or a flattened roller tells the person diagnosing it more than any description, and keeping it costs nothing.
Do not send the machine back on your own. Speak to us first. A machine in transit cannot be looked at by anyone, and most faults are settled by sending a part.
Write down the settings. Timer, temperature, strap tension or belt speed as they stood when the fault appeared, before anybody starts adjusting them.
Hold on to the packing if the complaint is transit damage, until the claim with the transporter is closed.

If the answer is not good enough

Say so, and ask for it to be escalated. PackForge Industries is a division of Fulcrum Infratech Pvt. Ltd. and the escalation is to the management of the company, not to another queue.

We would rather be told that an answer was inadequate than discover it later. A customer who complains is still a customer; one who does not is usually already gone.

What we do with complaints internally

A complaint is logged against the order rather than against a general inbox, which means the next person to open your file sees what happened. That sounds like administration; it is the reason a second call does not start from zero.

Repeated complaints of the same kind change the machine. A fault that comes back from three different plants is a design or a supplier problem, not three unlucky customers, and that is how a wear part gets specified differently or a component gets changed.

We would rather hear a small complaint early than a large one late. A machine that is behaving oddly is a cheap conversation. The same machine three months later, with a damaged mechanism and a plant that has lost confidence in it, is not.

Complaints that are not about a machine

Not every complaint is technical, and the others matter just as much. Somebody did not call back when they said they would. A quotation took too long. An invoice arrived with the wrong address on it. A delivery turned up without warning.

Say those too. They are easier to fix than a mechanical fault and they are the ones that actually decide whether you buy from us again.

Other ways to reach the desk

Calls and WhatsApp go to +91 95822 69346. The second line, +91 98184 33150, rings at the same desk. Both work Monday to Saturday, from 9:30 in the morning until 6:30 in the evening.

After hours or on a Sunday, leave the message anyway. It is picked up when the desk opens rather than lost, and a photograph or video sent with it means the first reply can carry an answer instead of a question.

For a complaint that needs a written trail — a disputed invoice, a refund, a fault that keeps returning — email [email protected] and put the order reference in the subject line. The email then stands as a dated record of what was reported and when.

Questions we are asked

Will complaining affect my warranty?

No. Reporting a fault is how a warranty claim starts. Not reporting it, and continuing to run a machine that is damaging itself, is what puts a claim at risk.

Can I complain about a machine I bought through a distributor?

Yes. Tell us where you bought it and we will deal with it. Support and spare parts terms are the same whether you bought direct or through a distributor.

How quickly will someone respond?

A production stoppage is dealt with the same working day it is reported within working hours. For everything else you will get a first response with a named person on it rather than an automated acknowledgement.

What if the problem is with a machine you did not build?

Say so and we will still help where we can. On the lines we buy in — office, safety and bags — we handle the claim with the manufacturer rather than sending you to them.

Do I need to complain in writing?

For a stopped line, no — call. For anything commercial, writing is better, because the detail survives and there is a record both sides can refer to.

Will I be told what caused the problem?

Yes, including when the cause was at our end. A cause you are not told is a cause you cannot prevent next time.

Can I complain about a person rather than a product?

Yes, and it will be dealt with by the management rather than by the person concerned. Say what happened and when.

What if I am not the buyer but the operator?

Tell us anyway. The operator usually sees the fault first, and we would rather hear it early than wait for it to travel through a purchase department.