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

 

It’s The End Of The Year As We Know It

That’s right, I think I can successfully use the great R.E.M. song,(as long as you switch world with year) which has been used several times throughout this blog’s life.

The fact of the matter is, 2014 captured us in its vortex and carried us right into 2015.  It was a wild ride both at the office and home.   To start the year off right we continued releasing new products and kept it up for every month of the year.   2014 product additions are listed below with a link to their Press Release:

January – Long Ionizing Bars started off the year with lengths up to 96″ long, now available up to 108″ long!
February – 1″ High Power Flat Super Air Nozzle blew away the competition.
March – The 110 Gallon Heavy Duty HEPA Vac made a clean sweep and left the air clean and breathable.
April – Small NEMA 12 Cabinet Cooler Systems resisted the heat and dirt that pester electrical enclosures.
May – PEEK 3/8″ NPT Super Air Nozzles kept solar panels nice and clean during production.
June – Longer length Super Air Knives cover up to 108″ in a continuous length of laminar blow off.
June – Expanded sizes of our Digital Flowmeter product line
July – Catalog #27 hit the streets as our best catalog yet.
August – PEEK Pico Super Air Nozzles assured precise non-marring blowoff for delicate surfaces.
September – High Power Stainless Steel 1″ Flat Super Air Nozzles saved space and money in hot corrosive environments.
October – No Drip Internal Mix Atomizing Spray Nozzles positively stop the flow of liquid.
November – Mini Swivel Fittings for our Precision Super Air Nozzles made precise blow offs easy.
December – Reversible Drum Vacs now sweep up fluids with CE Compliance.

Keep your eyes open for continued new products throughout 2015.

On top of all the new product releases, we had quite a bit of change in our offices as well.   In February, I was appointed as the new Application Engineer Manager, this was made possible by Kirk Edwards becoming the Director of Sales and Marketing.  In March we welcomed Justin Nicholl as a new Application Engineer to the team.  In April we said goodbye to one of our most experienced Application Engineers with Joe Panfalone retiring (HR has had it easy ever since).  Then in October we welcomed John Ball to our International Application Engineer department.  So needless to say we have been busy here.

At home, I recently welcomed my third daughter into the world the weekend after Thanksgiving and the house hasn’t been the same since.   If you notice I start to blog more about unicorns and glitter, then you will know that I haven’t gotten out of the house that much.

For the 19th consecutive year we recorded a 99.9% on time shipping record (it was actually 99.97%!) and we have to thank all of our customer service, production and shipping/receiving folks for all they do to keep our performance at that level – amazing!

Our social media efforts included 269 blogs, increasing our YouTube channel videos to 52, started a G+ page, and even kept Professor Penurious (and his videos) around for another year. We expanded our website Knowledge Base by adding 6 more case studies, increasing our FAQ’s and updating the PowerPoint presentations available for download.

All of this action made for a fantastic 2014. We thank all of you for doing business with EXAIR and appreciating our quirks (aka Professor Penurious/our individual Twitter accounts).  May your 2015 be a great year.

Brian Farno
Application Engineer
BrianFarno@EXAIR.com
@EXAIR_BF