What to send with a problem.
The fastest answer comes from the conditions, not the symptom. Send as much of the following as you have; mark what you do not know rather than guessing it.
- The order or sample reference, if there is one.
- The liner family, structure or equipment model.
- The bottle material, neck finish and cap.
- The contents and the storage conditions.
- The line speed, the sealing method and the settings used.
- What happens, when it started, and how often.
- Photos or a short video of the bottle, the cap and the failed seal.
- What you have already tried, and what changed.
What we do first.
- Separate the layers. Is the issue the liner, the equipment, the cap or the product? The same symptom can come from any of them.
- Compare with the approved specification. The material, dimensions and settings may have drifted from what was validated.
- Ask for the trial record. If there is no record, the first step is a controlled trial, not a replacement shipment.
- Propose the next test. A change to one variable at a time, with a record, is what makes the answer repeatable.
What we do not do.
We do not assign liability from a photo, promise a field fix before the cause is known, or replace a specification without a new validation record. If the issue is in a partner-supplied machine, we will bring the partner into the conversation rather than guess at their setting.
For a delivered project, include the order reference and the batch or lot on the carton. That lets us check the material lot and the run record before we ask you to change anything on the line.