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A message to customers regarding COVID-19

A message to customers regarding COVID-19

Updated 08-04-2020

Given the current Coronavirus ‘COVID-19’ pandemic, Star GB would like to make all customers aware of the measures we are taking to ensure the continuation of our services, whilst protecting the health and safety of our customers, staff and suppliers. We are following all of the recommendations and requirements from the UK Government, WHO and the NHS.

Star GB remains committed to providing a high standard of customer care and we intend to maintain our usual opening hours of 08:30 – 17:00 from Monday to Friday for the foreseeable future. If alternative requirements become mandatory under a change in legislation, we will immediately inform all customers of our continuation arrangements.

Customer Support

Star GB is committed to supporting all customers who are continuing their manufacturing operations through our supply of machinery, spare parts, servicing and applications support. Therefore, we require a limited number of employees to continue their work both at our facility in Derby and in the field at our customer sites.

We are actively working with our customers to prioritise and ensure the continuation of all ongoing projects needed for their essential business obligations. Our primary focus is currently to support customers with the production of critical medical components and our key partners are working with us to ensure that the supply and maintenance of ancillary equipment is undisrupted.

We are operating safe practices within the office with social distancing being paramount. Whether on-site or remotely working, the Star GB team in all departments continue to be accessible via telephone, email, post or live chat.

Service Visits

Service visits are still going ahead as planned where possible and all engineers have been given specific hygiene instructions, alongside each carrying personal sanitiser. Please do not be offended if our engineers endeavour to keep the recommended distance of 2 metres from your staff. Please inform us of any access or safety restrictions which may apply to your site.

Spare Parts

Our spare parts department will maintain usual operation with communication, deliveries and access to parts located in Germany, Switzerland, USA and Japan currently unaffected. We do however request that orders for stock items are placed by 2:00pm for same-day dispatch. We have increased stock levels at our Derby HQ to account for any disruption in supply.

Visiting Us

We are currently operating an appointment-only schedule for customers and suppliers wishing to visit our HQ in Derby. There are specific instructions in-line with Government recommendations which must be accepted before being granted access to our site. In the event of a suspected case of Coronavirus, we have a strict procedure to contain the virus and decontaminate our site.

Machine Investments

We would like to assure all existing and potential customers that deliveries, cutting trials and turnkey projects are currently going ahead as planned. Our sales team are working hard to offer customers advice to cope with increased demand, including recommendations from our network of Star users with subcontracting capacity. To prepare for any event of new machine supply limitations from Star Micronics Co Ltd, we have already allocated additional machine stock to our Derby facility which is now available for order.

Working alongside the HVMC

In association with the HVMC (High Value Manufacturing Catapult), a significant number of both Star users and BTMA members have generously dedicated their machining capacity to help with the production of over 250,000 ventilator components.

To support these efforts, we are running several machines around the clock at our Derby HQ whilst also still providing ongoing technical assistance with writing programs, preparing tooling layouts, procuring cutting tools and other requests as required.

Thank you for your on-going support and we wish you all the best through this difficult time.