The Perseverance to Help Out

A couple of years ago I got to spend some time with my dad rock climbing in the North Cascades in Washington. My eyes were set on a very easy 5.9 big wall multi-pitch route called Prime Rib of Goat on the Goat Wall in Mazama. The route that we climbed was 1300ft of vertical cliff and one of the most popular beginner routes for getting into large climbs. Both my dad and I are knowledgeable when comes to climbing and were looking for a nice relaxing day on the wall. This is how that relaxing day turned into a crazy rescue…

The trip started out as any normal climbing trip would, an early 6 am flight as we had to get all of our climbing gear through airport security. Once the plane landed, we picked up our rental car and the gorgeous 3.5 hr drive up I-5 along the bay and straight on through the North Cascade National Park. Mazama is a small town with a population of only 158 people located on the East side the Cascades. Once we reached our destination and set up camp, we decided to do a little warm up on the wall to try and beat the stiffness and fatigue from a full day of travel.

Pitch 7 of the Prime Rib of Goat on the Goat Wall

The next morning, we woke up a little on the late side (around 7:30 am) got a light breakfast and set out for our goal the Goat Wall. The wall was a short 3 miles outside of town with a not so easy 1-mile hike in 95°F temperatures up a Scree field (basically hill of loose rock at the base of a mountain). Once we reached the base, we loaded up our gear onto our harnesses and started climbing to the first set of anchors (this is what is known as a pitch in climbing terms). Pitches 1 – 6 were fairly straight forward and easy going, water was rationed to ensure that we wouldn’t get dehydrated but at the same time wouldn’t run out of water.

By around 4:00 pm we had reached the halfway point at the top of pitch 6; this is where we ran into two people who were also climbing the same route as us but moving at a much slower pace. Luckily the were two trees that were growing on the cliff so we decided to take a small lunch break in the shade. Around a half hour later I shouted up the cliff to see if the two people had moved on yet; when I heard nothing we started climbing pitch 7. To my surprise the group ahead of us were still sitting at the top of pitch 7.

Pitch 7 of the Prime Rib of Goat on the Goat Wall

Turns out that the group had a 40 pound pack with them which was unusual for the single day climb on an easy route that could be easily terminated if needed. After another 10 mins of waiting we decided help them haul this pack of theirs up the wall. It was slow moving up to Pitch 8 and they had run out of water and our water was running low. By the time we had finally reached pitch 9 with all the people things had started to get worse for the group that we were assisting; fatigue and dehydration had brought them to the point of a mental break down.

At this point my dad and I decided to share the last bit of water we had with them and to turn around and bail on the last 3 pitches. It was a slow process moving back down the way we had come and try to keep the group calm; the sun and heat was really starting to take a toll on our bodies. Our lips were cracked and blistered and our mouths had quit producing saliva but we kept trudging on. A relief from the heat came around the time when the sun had set around the top of pitch 4 and from that time onward, we were descending down the cliff face into what seemed like a black abyss.

Finally, we were able to set foot on the ground and low and behold the friends of the group we helped had hiked to the base looking for their friends and they brought water we could all drink. We didn’t get back to the campsite until 1:00 am. The next day my dad and I decided to pack up and head to the coast because we were done climbing.

Here at EXAIR we like to bring that same kind of enthusiasm and perseverance to help you solve your compressed air issues. We will walk you step by step in getting you either the right part or solving any of your technical issues and won’t leave you high and dry.

If you want to talk about any of the 16 different EXAIR Intelligent Compressed Air® Product lines, feel free to contact EXAIR and myself or any of our Application Engineers can help you determine the best solution.

Cody Biehle
Application Engineer
EXAIR Corporation
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Thank You For The Video Ideas

Over the past month or so I have been doing some update projects at home.  Tearing out wood paneling, drywalling, and even tearing out some old tile to install new inside of an entryway.  While I have helped with drywall before it was when I was 16 and let’s just say that the details are a little fuzzy on the right way to do quality drywalling.  Instead of calling a professional in, I looked to my readily available options on where to find information.  I reached out to friends and family that I knew had experience with it and then I turned to the internet.

One simple search for “How to tape and mud drywall” or any combination of those words and I was spoon fed hundreds of videos that showcase how many different people go about the process. (Some professional, some not so professional.)   I never like to watch just one so I checked out a dozen or so and decided to give it a go.  The point is, I didn’t spend time reading through instructions or finding books on the matter,  I went to people that I knew had the knowledge then straight to videos for help.  This is why I want to thank all of our customers who have ever asked the question “do you have a video on that?”.

Customer inquiries and FAQs are where a good number of our video topics on our blog and YouTube channel are generated.   A simple search on our blog for video will show all of the tips and tricks videos that the EXAIR Application Engineers have released over the past handful of years.   This count continues to go up as a new video is released every month since 2011. We currently have 54 EXAIR product related videos on our blog. Our YouTube channel features additional videos for product categories and some humorous (subjective, we know) videos from Professor Penurious.

Blog Search.PNG
Click on the image above to see all of our “Video Blog” entries. 

If you have a topic you would like to discuss or something you think would make a good how to video for us, contact us and tell us.

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