Expert Product Support Is Second Nature at EXAIR

The other day, my good friend at our German distributor contacted me with a need for some help on a Digital Flow Meter. His customer made a test rig to put the Digital Flow Meter in-line with their machines on a per-machine basis to check for flow rates and leaks. That’s a great way to use the Flow Meters. But this customer was making some bench tests and were not getting what they felt to be proper flow rate readings and their readings were not consistent between the Digital Flow Meter readout and the data pulled from the USB Data Logger.

Luckily, my colleague and his customer thought to send me some photos of their set-up as well as a data chart output from the Data Logger. These made the job of sleuthing out the problem that much easier. You see, the customer took the time to read the instructions to know about how long to make the test pipe and where to locate the meter along the length of that test pipe. So, they wanted to show me that they had 30 diameters of pipe up stream and 5 diameters of pipe down-stream per the instructions.

When I viewed their photo as you will see below, I saw everything seemed to be laid out well and assembled with good technique. But one thing stood out to me. If the 30 diameters of pipe were up-stream of the meter. That meant the airflow was coming to the meter from the right in the photo. And as you can see, the meter is sitting upright so they can see the numbers on the readout properly.

Gesamt
Digital Flow Meter on Test Pipe

There is only one problem. In that arrangement, the meter display would actually need to be upside down. The root of the problem is that the meter was installed for ease of reading in this test procedure. The customer neglected to note that there is only one direction in which the meter can be installed. There is an arrow on the side of the meter box that indicates the direction of flow.

IMG_5492
Digital Flow Meter Flow Direction Indicator

When you mount the meter counter to that arrow, the readings given by the meter become distorted due to how the meter works. One probe is heated to maintain a set temperature differential and if installed in reverse order, the meter overcompensates in its power applied which then messes up the reading output. The solution to this problem was to simply un-bolt the meter from the pipe and flip it over to have the right orientation. Unfortunately, this is what can happen when the instructions are not consulted in their entirety. But then again, who of us haven’t been guilty of that at some point!

The other problem the end customer was having was a mismatch of readings between their meter and the USB Data Logger. So I reviewed their output flow graph and noticed right away the problem. See the graph below:

Capture
Flow Data Chart

When setting up the USB Data Logger through the software, they neglected to set the 4 mA base line to equal zero flow. So, whatever value was stored in the software ended up making 4 mA set to about 3 m3/minute according to the graph above. The top end of the flow meter’s capacity also has to be entered into the software as the 20 mA value so that the milliamp output truly mimics what the flow meter is seeing.

After a quick discussion with my colleague, he then turned to his customer to have the same discussion with them and all was working fine by the end of the day. The customer could get on to the original task at hand which was to discover leaks and baseline his machines for airflow.

If you ever have any difficulty with an EXAIR product, we have a full staff of Application Engineers who can assist you with these kinds of problems with the equipment. It is truly our goal to make sure that everyone’s experience with our company is top notch.

Neal Raker, International Sales Manager
nealraker@exair.com
EXAIR_NR

Always make sure you have good support.

There is nothing worse than buying something with great hopes that the device will help you achieve a goal only to find out it doesn’t work at all like you had hoped or like the advertisement said it would.  I take that back…  The only thing worse than this is to discover there is no technical support or information on the product and you are basically stuck with something that doesn’t work.   Other times you can make do with the performance but it just doesn’t do as good a job as you need it to.  I like to call these “Band aid fixes”.   (What is shown below is what I truly hope to be one of those fixes.)

Here at EXAIR I get quite a few calls where people have an application that kind of works but they could really use something that is going to be more effective.  This is where our team of Application Engineers comes in.  You see we not only help you choose the product that will work for your application but then if you get it in-house and it isn’t working as good as you hoped then you call back in and we give you full tech support of the products for free.  We’ll help you fine tune the applications as much as possible and if it still doesn’t work we will take the product back on our 30 day guarantee.

Everything you do is always better with the proper support or safety net.  Just like my brother in-law and I had a support vehicle when we went through Deal’s Gap.   The video from the support vehicle is below.  (It’s sped up due to the time constraints of YouTube.)

So if you need some technical support on your application or on our product, feel free to give us a call.

Brian Farno
Application Engineer
BrianFarno@EXAIR.com
@EXAIR_BF