Warranties: Better Safe, Than Sorry!

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Not my pool, but hey I can dream right?

The last few months for me have been quite busy to say the least. In this time: I’ve gotten married, gone on our honeymoon, purchased my first home, and am planning for an upcoming business trip to China and Taiwan. While it has definitely been exciting, there’s been a fair amount of stress to accompany it. We were thrust into the wonderful world of home ownership when two days in our pool pump went out. I know, you’re probably thinking, whose crazy enough to buy their first home with a pool? Well, we did it! Needless to say, we were fortunate enough to have also gotten a home warranty with the purchase. We’ve had the pleasure of now also using it on our pool filter and the microwave. All of this in just six short weeks! No one is ever excited when things break around the home, but it sure is nice when you have something to fall back on. A few deductibles later, and we’re off to swimming!

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Here at EXAIR, we have a longstanding history of standing behind our products. We take pride in ensuring that we manufacture a quality product that will work for years on end, solving your problems. With our 5 year built to last warranty, we guarantee the performance of the product under normal operating conditions for 5 years. If during that time there is any issue relating to a manufacturing defect, we will repair or replace the item at no charge to you.

In addition, we also offer an unconditional 30 Day Guarantee for all of our stock products. We want to make sure you get the most out of our products and this 30 days gives you the time to test it out in your application. If you’d like to discuss a possible application, or have any questions about our Intelligent Compressed Air Products, give us a call.

Tyler Daniel
Application Engineer

E-mail: TylerDaniel@exair.com
Twitter: @EXAIR_TD

 

Image courtesy of Bill Wilson. Creative commons license.

The (Not So) Dreaded Warranty Claim Call

If you’ve ever worked in customer service or technical support, it’s almost a foregone conclusion that you’ve spoken with someone who isn’t getting what they wanted from your products and/or services. And no matter who you are, you’ve almost certainly spoken with someone you’ve bought something from, because you’re not getting what you wanted from it, right? And we can all (I hope) agree that there are MANY things we’d rather do than make…or receive…those calls.

I had the pleasure of assisting a customer yesterday who wasn’t getting what he wanted from an EXAIR product: in this case, it was one of our Stay Set Hoses. It seems that the bendable element inside had broken, meaning the Stay Set Hose was no longer “staying set.”  Since this unit had only been in service for about a month, I was anxious to know what would cause such a failure on a solid product with such a successful track record.  The caller was up front, early in the conversation, with his understanding that we can’t warranty against everything that a user might do to our products (the fact of the matter is, we do honor a 5 year “Built To Last” warranty against manufacturing defects,) and we shared a quick laugh because we both remembered this luggage commercial:

By this time, it was the best warranty claim conversation ever.

Flexible and durable, EXAIR Stay Set Hoses come in lengths from 6" to 36".
Flexible and durable, EXAIR Stay Set Hoses come in lengths from 6″ to 36″.

This particular Stay Set Hose was one of many in their plant, so we had a good discussion of some common best practices for their use:

*Keep bends as gradual as possible, especially if repositioning is frequent.

*Use two hands to bend the hose, as much as possible, to prevent/limit an excessive amount of leveraged force being applied to the connecting end of the bending element.

*When re-positioning is needed, do not grab onto the point of use device (Air Nozzle, Air Amplifier), but instead, use the spring relief as a grip to bend the blow off device into place.

*Keep in mind they’re PVC…temperature rating is 158°F. They’ll handle a fair amount of heat, but take advantage of their flexibility and bend them well away from any hot surfaces.

Like I said, this hose had only been in service for about a month, so we’re getting it back in the shop for failure analysis. Stay tuned for a future installment, where I’ll tell you how the rest of EXAIR’s warranty evaluation process works.

Russ Bowman
Application Engineer
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Built To Last, And Then Some

I’ve written before about my lifelong dedication as a fan of the Cincinnati Reds. If you follow baseball, you can probably appreciate how excited I am at the very real prospect of some postseason action at Great American Ballpark. It’s kindling memories of the World Series Championship team from 1975-1976 who, coincidentally, reunited for the dedication of Joe Morgan’s statue at the ballpark recently.

The Big Red Machine in 2013
The Big Red Machine in 2013

It also got me thinking about how cool it is when stuff lasts a good, long time. I had the pleasure to talk with a customer about a Reversible Drum Vac the other day…it needed a new gasket in the quick connect assembly that attaches the vacuum hose to the drum. The caller mentioned that it had been in service for quite some time, and wanted to make sure that “today’s” gasket would fit “yesterday’s” Reversible Drum Vac. I assured him it would, because the design hasn’t changed. Out of curiosity, I looked up the original purchase. It was in 1995, which means that this was one of the very first Reversible Drum Vacs that EXAIR made.

When someone asks about our products’ guarantee, and we tell them it’s “Five Years; Built To Last,” they’re usually impressed. I’m going to start telling them they ain’t seen nothing yet.

This year, EXAIR is celebrating 30 years in business. That means there are a LOT of EXAIR products out there, and (hopefully) a good many “oldies but goodies.” If you’ve got one, we’d love to hear from you about it.

Go Reds,
Russ Bowman
Application Engineer
EXAIR Corporation
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