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

 

Excellent Customer Service Is The Only Way To Live

I have recently had a few dealings with other companies recently which has left me with two reactions: 1) How they are still in business? and 2) They really have their customer service running well.  The first company was, of course, a large conglomerate that provides our home internet service. The second company was a web-based company providing clothes dryer repair parts.

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So the first company, it is a local supplier of internet service.   I called to try and upgrade my service to higher speeds and see when I could get it changed.   I have had their service for over 8 years and haven’t had a whole lot of issues with them, everything has been pretty good.   That is until I tried to use their live chat feature on the website where I was told one price for the service, I then questioned why that price didn’t match the one on their site and was told in order to get that price I would need to call a certain number and speak with a representative.   I thanked the person and made the call.  It took me about 15 minutes or so to get to an actual human and then ended up the price still wasn’t the same and got a little run around on features, so I decided I would look at competitive service.

I spoke to their competitor in my area, which was very straightforward with pricing and answered every question I had directly and gave me a very speedy installation date of the next day, but were about 5 dollars more expensive.  So I called my current provider back and got yet another different price but did finally get some straight answers… and then we got to the installation date – 3 weeks out.   I asked if the fact I was a long-standing customer that was upgrading mattered and found out that is actually hurt my installation date.   Since I was merely an upgrade it was extremely low ranking, but if I signed up for additional services then I would get someone to install it within 3 days. When I expressed my concern for this practice I was greeted with silence and sorry that is just how it is followed by when would you like me to schedule this.

So, needless to say, I contacted their competitor, laid everything out and got the service installed the next day, today I call to cancel my existing service and will hopefully never have to look back.   The moral of the story here is, even though I was a long-standing customer the provider saw no merit in that and actually ranked me even lower than a new account.   They were very cumbersome in how they answered questions which left me feeling uncomfortable and I couldn’t get even the same bad answer from the three different people I spoke with.   Ultimately I left them as a customer and am glad to be with another provider.

As for the second instance, I needed to fix the clothes dryer because it was making some funny noises.   So I took a few pieces off, moved stuff around, didn’t see a whole lot wrong and put it back together.   It started making the noise again so I gave it “The Fonz” treatment (hit it hard) and all was good.   The next time I went to dry something my wife then accused me of not starting the dryer because everything was still wet.   I took a look into it yet again and this time I took the dryer all the way apart thanks to an informal video from the manufacturer. The problem seemed to be some bad preventative maintenance on my part and hair/lint wrapping around a roller guide which cause the  roller to stop and the drum to start going slower, as well as a lot of burnt crud around the heating element. So then the parts search began.   I found a company online whose site was easy to navigate, had lots of pictures, even used their live chat which I got quick responses from, and even found videos of how to fix the exact problem I was having.  So I ordered the parts late at night on Monday, their site showed in stock and shipping the next day.   Tuesday I end up getting a confirmation that the parts will be shipped.  Wednesday I received the parts as well as a follow-up e-mail confirming that the parts had been delivered.

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The moral of this interaction as a customer is that I experienced what I hope our customers at EXAIR experience everyday.   All the information I needed was in one place and easy to find,  all the parts were in stock, I got quick responses that were truthful, and in the end even after I ordered the part  I still got great customer service.  Needless to say I have bookmarked their site and will be returning.

Here at EXAIR, you don’t get greeted by a robot when you call during business hours, you get greeted by a human.  We do our best to ensure all information you need is accessible from our site, as well as back that support up with our Application Engineering staff being available by phone, e-mail, chat, fax, visits to EXAIR, and even mail if need be.   Then if you decide to order something from us, if it is standard stock, we ship it same day as long as we get the order by 3 PM EST and are shipping within the United States.  Then, we offer helpful videos, as well as support after you have made your purchase.  On top of all that, we stand behind our products with a 30 day guarantee and a 5 year built to last warranty.

30 Day Guarantee

So no matter how small a project you have, or if you are having any issues with your existing supplier for compressed air products, contact us and see if you notice a difference.

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

 

 

Line Vac Assists Pump Bottle Assembling

We have a customer in the packaging industry who packages liquid soap into bottles. Part of the process involves loading the push-pump dispenser into a capping machine to be assembled to the bottle after filling.

The problem was that the push-pumps came in cardboard boxes which had to be wheeled over to the machine and dumped into the hopper. This was rather difficult as the top of the hopper on the capping machine was over eight feet off the ground. So, the customer went looking for some sort of solution to suck the pumps up out of the box and into his hopper.

Fortunately, he found EXAIR Corporation and our Line Vac product. We discussed the rate at which he needed to convey the product, the distance and the dimensions of the parts. All was well suited for the 4” Aluminum Line Vac Model 6086. The customer tried a few different configurations with the Line Vac and his hose because manipulating a 4” hose around isn’t all that easy to do. So the customer came up with an ingenious little waist-high platform with the vacuum feed on one side into which the parts could be slid into and vacuumed up to the hopper.

The customer is going to evaluate the effectiveness for this method of loading. He was planning on a time savings of at least 10 minutes per box to fill the hopper. He is also banking on the fact that it is now a safer application because an operator no longer has to climb a ladder to fill the hopper.

Are you in the packaging industry? Do you have an odd-shaped product that you could use to move from point A to point B rather quickly?  Perhaps you have a hopper that needs to be filled? Give one of our Application Engineers a call today to discuss your application.

Neal Raker
Application Engineer
nealraker@exair.com

 

Video Blog: Chip Trapper Filter Bag Installation/Replacement

I’ve taken a few phone calls from EXAIR customers using the Chip Trapper for the first time, needing clarification about the filter bag installation.  The video below shows how simple and quick it is to install and uninstall for replacement. Replacement filter bags are available in 1, 5, 25, 50, 100 and 200 micron filtration.

Lee Evans
Application Engineer
LeeEvans@EXAIR.com
@EXAIR_LE

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