How To Solve A Problem with Compressed Air

In my (almost) six years as an EXAIR Application Engineer, I’ve learned a great many things about the capabilities of our products.  The way we do business sure does make it easy:

  • We readily share application information, as a team.  If you ask me a question, you’re asking all of us.  It does neither of us any good if I tell you something MIGHT work if one of my team knows it WON’T – or if someone knows what else DOES work.  If we can offer a solution, we will.
  • We’ll test your product, free of charge.  This is a popular way of finding out which Line Vac is best for conveying a particular product, for example.
  • If you’re considering a quiet, safe, and efficient EXAIR product as an upgrade, we’ll test your current product in our award winning Efficiency Lab, so you can compare accurate performance data and analyze the expected benefits…which can be dramatic.  Try us on that.
exair-testin
Line Vac conveyance rate testing (left;) Efficiency Lab testing (right.)

 

  • We’ll let YOU test our product, risk-free.  All catalog products come with a 30 Day Unconditional Guarantee.  We invite you to put it through its paces for up to a month.  If it’s not working out, we’ll arrange return for full credit.
  • We’ll do the math.  But first, a disclaimer: strictly comparing the force or flow of an engineered product to an open-end blow off won’t always tell the tale.  Our Intelligent Compressed Air Products are creating a laminar flow which won’t generate as high of a force/thrust as open-end blowing (which is turbulent by nature,) but is MUCH more conducive to efficiency and noise reduction, as well as similar (if not improved) performance.  But back to the math: if you know the metrics you need to meet for spot cooling (like a Vortex Tube, Adjustable Spot Cooler, Cold Gun, etc.) or for liquid spraying (the liquid flow rate and/or pattern size & shape from an Atomizing Spray Nozzle, for instance,) or the heat load that a Cabinet Cooler System can handle, we’ll do the calculations and specify the appropriate product.

Regardless of the application, if it can be solved with compressed air, it’s very likely that we have a great solution.  Call me to find out how we can help.

Russ Bowman
Application Engineer
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Observations By The New Guy

As the junior member of the EXAIR Application Engineer Team, I have a fresh view on the differences in the EXAIR Business Model versus my prior places of employment.

EXAIR has 1000’s of items in stock, ready for same day shipment with orders received by 3 pm EDT. Here, a long lead time item is considered 1 week, as opposed to 20+ weeks, that I had previously quoted at other employers.  Imagine needing something quickly and then finding out it would be 20 weeks for delivery. Everything in the EXAIR catalog is a stock item, and ready for your order.

Our year to date on time delivery rate of > 99.9% is amazing, and even more incredible is the streak of 20 years of shipping complete, on time, and correct orders of over 99.9%.  Nothing was more frustrating than starting the day with calls and emails to customers telling them their order is going to be late, and the wasted time for everyone in determining the reason, who was at fault, what the new ship date will be and the general disdain caused by such interactions.  I sure don’t miss that part of the work day, freeing me up to truly service the customer.

The last item that truly separates EXAIR as not only an employer but a vendor is, the EXAIR Guarantee. Every application is different and it is the Application Engineer’s job to understand the application and best identify the right EXAIR Intelligent Compressed Air Product® to provide the benefit.  For those applications that are what we might say, on the ‘fringe’ of the capabilities, the 30 Day Guarantee is a great way to perform a real world test of the product in the actual application environment.  If it doesn’t meet expectations, then we’ll gladly take it back for a full refund.

30 Day Guarantee

In my time here at EXAIR, every day offers exciting new ways to provide service to our customers.  Each new phone call, email, and chat is an opportunity to execute the EXAIR way of business and provide the high level of performance our customers have come to expect, and can rely on, from the whole team here.

Brian Bergmann
Application Engineer
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Not All Suppliers Are The Same

Just last week I received a package on my front porch.  This was a replacement part for a tool which I purchased used, knowing it needed the part.  The trick is, I needed it a few months ago.  I ordered the part from the manufacturer directly on July 2, 2015.  This part was said to be in stock and would ship to my home from their location which was also in the United States.  I heard good things about the company and I bought the tool with confidence I could have the part and the tool fixed quickly. I thought, no big deal I will get it within a week, fix it, and then use it.

After not receiving a shipping notification and nothing showing up at my door for two weeks I decided to call the company.  I finally got hold of a customer service representative after I had to wade through the automated phone attendant.  The person explained that they had in fact received my order and they would try to ship it out the next day so watch my email.   Well, the next day came and when it was nearing the end of the day I decided to call in again since I had still yet to receive a shipping confirmation.  This time I got in touch with a different customer service rep who explained there had been a fire in their warehouse and that nothing was shipping that day or even that week.   The fire didn’t happen that day, it had happened over 2 weeks prior to that.   Instead of notifying me when I placed my order, or even when I called in the first time I was simply told incorrect information.   I gave them the benefit of the doubt and after discussing the issue the customer rep. told me they are doing their best to get items lined up and out as quickly as they can.  It should only be a few more weeks.

I accepted the explanation and began the waiting period.  a few weeks came and I received a back-order notification in the mail, still no notification of any sort stating they are not shipping any products out.  Few more weeks and another post card.   After the third post card I had almost forgotten about it.  Finally I received an e mail, my item had shipped.  Two days later it was on my porch and packed like any other shipment.  No explanation for the delay, no apologies, and as if it was just normal business for them.

I ordered the part on July 2nd,   I received the part on October 13th.  Needless to say, the quality is good but the customer service communication is fairly lacking.

I began to think about what we do at EXAIR, and came to the realization that if something like this had happened here we would have sent out an E-News, a simple e-mail, tell customers who call in, and other forms of communication to every last customer that had an order in and we would be notifying every customer that was placing new orders.  We would be up front with the information and we would not hesitate to apologize for the inconvenience.   We have had disruptive incidents in the past which we handled this way, this is just good business etiquette.  This goes hand in hand with the fact you speak to a human when you call in to our office, all stock products (and we stock it ALL) ship same day on orders received by 3 PM ET when shipping in the US, and we will give you updates via e-mail or phone however you prefer.   Then to top it all off, we will give you a 30 day guarantee and a 5 year built to last warranty on pneumatic parts.

30 Day Guarantee
30 Day Guarantee

So if you want to be informed, treated right, get the products you need in a timely manner, and get your problem solved, you have zero reason to go with anyone else.

Brian Farno
Application Engineer Manager
BrianFarno@EXAIR.com
@EXAIR_BF

 

Another Piece To The Puzzle

With having three young children, puzzles are a very popular item in my house.   Whether it is a wooden puzzle where you are matching different color fishes into their corresponding recess on a board, or maybe a classic Rubik’s Cube that I will get half way through solving when one of my daughters wants to help mess it up.  (Which I absolutely love to help them do because I watch their face as they turn each side and it is simply a look of pure joy and amazement. No matter the case, the puzzles always get solved and then they are guaranteed to be done again.

Cabinet Cooler

Here at EXAIR, I look at nearly every application I come across as a puzzle.   Sometimes, we have the exact piece that has a precise place and fit.  This could be a Cabinet Cooler System to cool and overheating electrical panel.  More often than not, it’s not that easy.  We spend a good margin of our time creating a picture in our head of what the customer’s application is and we try to find that missing piece to the puzzle that will complete their needs.

This is one of the great things about the Application Engineering Department here at EXAIR, each one of us has a very diverse professional background and very different life experiences which permits us to cover just about any scenario you can throw at us.  If one of us hasn’t experienced it, there is a good chance we have someone outside of our department who has and we will bring them in on the problem solving.  It’s not too uncommon for certain applications to even make it into the eyes and ears of the President of EXAIR due to his extensive background with many industries.

The point is, if we can’t figure it out, we know who to ask, if they don’t know, we’re going to try our hardest to get you the right product to fit your needs and exceed your expectations the first time. If not, we honor a 30 day guarantee on stock products and will take the product back so you know that we have exhausted all options.   We’ve even been known to call former customers back when we come out with new products that will fit their needs we weren’t able to meet.

30 Day Guarantee
30 Day Guarantee

If you think you have a hard to solve compressed air application, contact us.

Brian Farno
Application Engineer Manager
BrianFarno@EXAIR.com
@EXAIR_BF

How To Determine Which EXAIR Product Is Right For You

Expert Testing, Professional Results
Expert Testing, Professional Results

Those of you who are frequent readers of the EXAIR blog (we appreciate your loyalty and fine taste, by the way) probably know a little something about our Efficiency Lab. This is where, upon request, we will perform a controlled test of a compressed air product that you’re currently using, and provide a comprehensive report, comparing it to a suitable EXAIR Engineered Compressed Air Product.

It’s a service that we provide at no charge, and to “sweeten the pot,” our goal is a 24-hour turnaround on the testing, from the time we receive your product.

For some folks, however, seeing is believing…and sometimes, critical elements of a particular application just can’t be duplicated in our facility, so a “real world” trial becomes the only way to find out for sure. That’s where our 30 Day Unconditional Guarantee comes in. If you’ll commit the time to give us a try, we’ll commit to allowing you to do, risk free.

Give any EXAIR catalog product a 30 day trial, risk free.
Give any EXAIR catalog product a 30 day trial, risk free.

This was exactly the case with a manufacturer of cable cleaning equipment, who sought an efficient, quiet compressed air solution to dry the cable upon exiting their machinery. Some of the cables that these machines service are very small in diameter, so they wanted to evaluated both an Air Wipe, and an Air Amplifier.  Both had theoretical advantages:

Air Wipes come in sizes from 1/2" to 11".Air Wipes come in sizes from 1/2″ to 11″. The Air Wipe’s 360° converging flow provides for positive contact with the material, which uniformly wipes the entire surface with high velocity air. Its split clamshell design also eliminates the need to thread the material through it.

Air Amplifiers entrain enormous amounts of "free" air, at ratios of up to 25:1!
Air Amplifiers entrain enormous amounts of “free” air, at ratios of up to 25:1!

The Air Amplifier’s compressed air consumption is lower, its operation is quieter, and it’s less expensive.

After trialing both a Model 2430 ½” Aluminum Standard Air Wipe and a Model 120020 ¾” Super Air Amplifier, the Air Amplifier proved itself out, and became their standard offering on this machine.

For 31 years now, EXAIR Corporation has established and maintained a formidable reputation for being easy to do business with. In Application Engineering, we support this by committing to making sure you get the most out of our products. If you have an application, or an idea, you’d like to discuss, give us a call. We can’t wait to find out how we can help.

Russ Bowman
Application Engineer
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What Exactly Does “Easy To Do Business With” Mean?

That’s the goal – we want it to be easy for you to do business with EXAIR. I understand this is not exactly a quantitative expression, and everyone here likes to have data to back up our claims.  Well, here are just a few ways that I have found to verify we are easy to deal with.

Whenever you call in, the phone is answered by a live person.  This of course is true for Monday through Friday from 8 AM to 5 PM EST – what most of us consider “normal business hours”. The team that answers the phone is also our Order Entry team who can help with pricing, some general product questions, lead times, freight quotes, etc. And, if you need additional technical information or an expert to assist you with implementing a solution for your problem, they are the team who will pass your calls on to my team, the Application Engineers.

We have a full staff of Application Engineers who are here to assist with selecting the right product to fit your needs and troubleshooting existing compressed air setups. Our Application engineers are experts at determining how much compressed air can be saved compared to an existing setup and how that translates into your dollar savings. They understand how important it is to you to keep your processes OSHA compliant and personnel safe. Our Application Engineers also walk you through any returns which may occur with our 30 day trail period, which brings us to the next topic.

We honor a 30 day guarantee on stock products.  This permits you to get the product in to your facility and put it through the paces and if it doesn’t perform to your standards, give us a call.  We will take the item back and issue you a full credit for the purchase price of the product. I should probably state at this point that – Yes, we do deal with applications we have not dealt with before. In these situations we remain confident in our recommended solution (or we would not have made it) but will remain close to you as the installation and implementation occur just so we can help troubleshoot if necessary. If it ends up not working – see the first 3 sentences.

On top of all those, we stand behind our product with a 5 year built to last warranty for compressed air products, and a 1 year warranty on electronic components.   This just goes to show how strongly we believe in our workmanship and our products.

30 Day Guarantee
30 Day Guarantee

In case you have never called or sent in an inquiry from one of the numerous ways we offer to contact us,  please do.  I can assure you that you will receive a timely response from a live person that will give you the best answer possible.   If we don’t have the answer, we’ll tell you and many times we will offer a good place to find a solution.

Brian Farno
Application Engineer
BrianFarno@EXAIR.com
@EXAIR_BF

 

Customer Service?

Recently I was having some issues with my cell phone dropping calls and frequent undelivered texts, emails and voice-mails so I placed a call to my provider to see what could be done. From my previous experience with cell phone providers, I knew this was going to be a tedious process but was hoping for the best since I have been an 8+ year customer. So I contacted the company last week and explained my situation. They advised that the service in my area had been acting up and they would need to open a file on my line that could take 7 – 10 days before I would receive a response. The VERY next morning they called to tell me that there were issues with the coverage in my area but it had been resolved.

So as the week went by and I was still experiencing the same issues, I called the company back. This time I was transferred to the technical department so they could troubleshoot my device – after a 2 hour phone call, they could provide no reason as to why I was having issues and offered me no course toward a resolution. Now frustrated, I decided to visit their website and participate in their chat option to see if we could get to a resolution. No such luck, I now had to elevate the situation and speak to a manager.

funny-cell-phone

After 17 phone calls to customer service and a total of 5 online chats, I finally got the one person who was actually willing to help. After reviewing the notes on my account, she offered me a free upgrade, without extending my service contract, shipped the replacement phone for overnight delivery and waived the $40 activation fee for the new device. Of course I was pleased with this resolution but asked why it was necessary to jump through so many hoops about the same issue – “it really depends on who you talk to and if they want to do the work or not”. In my opinion, that’s a pretty sad approach toward servicing a customer.

At EXAIR, our main focus is customer service and we will make every attempt to provide assistance and handle your request(s) in a prompt and thorough manner.  The fact is, a sales person can sell just about anything once.  It is the service that you are provided – that installation and maintenance guide or 3D model that can be easily downloaded – that takes a company with amazing products over the edge.   We strive to ensure you have every possible way to reach our Application Engineers.  We are here to help you not only determine which product will work best in your application, but also to help you troubleshoot your existing product, determine what air savings you have gained from installing an engineered solution, as well as figure out ways to make your operating area a safer, quieter place for your employees.

Here are some very recent comments we have received from customers:

  • “Super fast service. EXCELLENT!” – Joe, industrial laser manufacturer
  • “I called your customer service line and Vikki Foley was very helpful and even though it was late Thursday afternoon, she sounds like she enjoys her job.” – Mark, rapid prototyping and product design company
  • “Fantastic service. Very fast responses and concise information.” – Chase, display technology manufacturer
  • “Russ Bowman was an excellent help. He was respectful and went out of his way to find information that I requested. Would definitely recommend working with Exair. Outstanding customer service!” – Kathryn, engineering consultant

We can’t ask for anything more than that. We want to do the work, we want to make it easy for you.

Please feel free to contact us – via phone @ 800-903-9247, by email techelp@exair.com or our online chat for assistance with your compressed air application today.

Justin Nicholl
Application Engineer
justinnicholl@EXAIR.com
@EXAIR_JN