A case in point for industry
Sometimes a quality manufacturer,
expert installation and a water-tight maintenance process are still not enough
to prevent plant failure or breakdown. When the unexpected happens, it’s
crucial that the equipment manufacturer has the right people and the right
processes to get the issue corrected in quick time.
This urgency is true for any
cooling application, especially time-critical environments like hospitals and
data centres; and with the rise in replacing condenser or refrigerant based
systems with ambient only alternatives, we’ve made sure our warranty processes
are nothing short of market leading.
What exactly is a market-leading warranty?
In lots of industries, warranties
are usually ranked in length, with longer warranty periods of ten or more years
often being considered superior to a standard two-year warranty.
But what makes a warranty exceptional and is term the only important factor? We think not. Here are four reasons why we at Transtherm believe our warranties are a case in point for industry best practice:–
One point of contact from start to finish
Many manufacturers have a team of
customer service representatives dealing with warranty claims, which means you
could expect to speak to a handful of people during the claim and repair
process. Call Transtherm with a breakdown issue and you will be assigned a
single point of contact to deal with your case.
Your aftersales engineer contact
will work with you from the very first call, right through to the post-repair
confirmation and will be fully accountable for your customer’s plant repair.
Why is this beneficial? Because should
the end user experience a breakdown, the reputation of Transtherm’s customers
is in our hands. Our speed and quality
of response, from a highly-skilled team focussed on finding the right solution
as soon as possible, gives our customers confidence that their hard-earned
reputation will remain intact.
When a problem occurs with large plant, there are many components inside which are from other brands further up the supply chain. Depending on the nature of the failure, we liaise with and co-ordinate all relevant suppliers on your behalf, ordering parts, arranging the fastest route to repair and keeping you up to speed at all times.
Pre-negotiated extended componentry warranties
We work closely with all our
componentry suppliers to ensure the parts we specify across our entire range of
cooling equipment is of the very highest quality. But did you know that many
manufacturers void componentry warranties during their own plant production
processes or installation procedures?
In other words, some key areas of
your plant may already be out of warranty when your equipment is commissioned.
To overcome this, our engineers take time to understand the warranty
requirements of each component in order to adapt our own manufacturing techniques.
In doing so we can maintain production and performance quality whilst ensuring
our customers receive equipment which is fully guaranteed.
Going one step further, our engineers have negotiated extended or additional warranty terms on many of our key components so that they are covered during the idle period between delivery to site and project completion / handover.
Over the phone support for in-house engineers to deliver a faster fix
When a breakdown happens, getting
your plant up and running again in the fastest possible time is our number one
priority. If you have in-house engineers who are capable of fixing the issue,
this is often the fastest route to service; and we will support them all the
Thanks to the inbuilt diagnostic and remote monitoring capabilities of our control panels, we can often support in-house engineers over the phone for a much faster fix.
Supply-chain collaboration for quick repairs
Don’t have your own engineers?
Don’t panic. Either Transtherm or the component manufacturer will be on-site
quick-sharp to get you back up and running. Depending on the nature of the
failure, there will be a highly skilled engineer with you either the next day
or shortly after that – we’ve even carried out same day repairs on a number of
Collaborating with our supply chain
and maintaining close, mutually beneficial relationships means we can deliver
exceptional aftersales service to our customers.
Should the quality of an aftersales warranty be a deciding factor
during plant specification?
There are of course many variables
to consider in the specification of complex plant, but yes, aftersales
standards and warranty conditions should come into the mix; especially for
mission critical environments or complex applications.
If you want to know more about our
warranty offering, and how it could benefit your project, connect with me on LinkedIn,
or contact me on 024 7647 1120.