The spindle service ranges from repairs directly in one of the Group's own plants to the Spindle Mobile for on-site repairs at the user's premises and the replacement of new or exchange spindles within 24 hours. "We keep more than 6,000 spindles in stock worldwide. This enables us to achieve daily availability of 96 to 99 percent," says Hoffart. For key machines, there is also the option of a spindle reservation, the so-called spindle hotel. "Preventive spindle maintenance completes our comprehensive range of services - for which we offer a fair price guarantee, unlike third-party providers."

Hoffart believes that the company's own spindle service clearly sets it apart from such third-party providers: "Simply because of our in-depth knowledge of our own spindles and the use of original spare parts, we are at least in a league above third-party providers in terms of quality." They are also not in a position to supply brand new replacement spindles. According to Hoffart, customers who use third-party providers due to supposedly lower prices often return to DMG Mori: "Either the quality was unsatisfactory or chargeable reworking has noticeably increased the price."

40 percent cost savings thanks to fast repairs

Dr. Christian Hoffart, Managing Director of DMG-Mori-Spare Parts. © DMG Mori

The regional service company is the first point of contact to ensure fast and user-oriented assistance in the event of damage. Once the damage has been reported by the user, the damage is analyzed and spare parts are identified. Based on this, the service department prepares a quotation for spare parts and service, which the customer confirms. DMG Mori delivers the spare parts within 24 hours, after which the service call for the replacement follows immediately. "We have three Spindle Competence Centers in Germany for repairs: in Pfronten, in Bielefeld and in Wernau," adds Hoffart. The actual repair of the spindle (from receipt of goods at the factory) takes around three working days plus two days for the removal and installation of the spindle by a service technician. "The average cost saving compared to a new spindle is 40 percent."

A special feature, particularly for new spindles in the Master series, is the 36-month warranty with no hour limit. DMG Mori can rely on the quality of these spindles. Their continuous further development has resulted in exceptionally high hardness values as well as extremely resilient, wear-resistant and temperature-stable spindle bearings. "The service life of a spindle naturally depends on its load, i.e. the predominant speed range and the material to be machined," says Hoffart. "However, with a current failure rate of less than one percent, the new generation of master spindles speak for themselves." DMG Mori installs 11,000 Master spindles in its plants every year - another sign of high customer satisfaction.

Digital pioneer in spindle service

As a pioneer of digitalization in machine tool manufacturing, the company also attaches great importance to digital solutions for spindle service. "Especially with regard to automation solutions, MPC (Machine Protection Control) is a great support," Hoffart gives as an example. MPC monitors vibration, temperature and torque. "In the event of a crash, the system switches off automatically and thus protects the spindle." In the event of production problems, DMG Mori can provide active support with the NETservice. "This allows the MPC vibration data to be actively monitored." Dr. Christian Hoffart currently puts the NETservice connection rate in Europe at around 45 percent: "Interest in it is increasing because more and more users want to benefit from the advantages." In the course of Industry 4.0, DMG Mori is forecasting a connection rate of well over 50 percent by the end of the year. Other markets such as China are still being rolled out. The machine tool manufacturer expects a similar development there in the long term.

Sascha Dietze, DMG Mori

EMO Hannover: Hall 2