The (Not So) Dreaded Warranty Claim Call, Resolved

A couple of weeks ago, I wrote about warranty claims…one, specifically, that I had recently received (it’s still worth a look even if you remember it well, just for another chance to see the old luggage commercial with the gorilla again.) I also advised my readers to stay tuned, which reminds me of another blast from my past as a kid who watched way too much TV in the early 1970’s…

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We did, in fact, receive and evaluate the failed Stay Set Hose. This is a formal process by which our Quality Control team analyzes all the information that I can give them as to the application, installation, and use of the product. They then perform a detailed inspection, evaluation, and test (if needed) of the product in question. I won’t say we never find manufacturing or assembly problems, but our records indicate we’ve never found the same one twice…we’re keenly aware that the first time may be a mistake, but the second time is a choice.

More often than not, we find the problem is due to easily correctable installation, operation, or air supply problems. In this case, when we inspected the bendable element, we could see that it had been subjected to an unsupported, twisting motion, which had fatigued it at the point where it was bent, and sheared it away from its internal connection.  The customer and I had already gone over the common best practices for their use (which included properly supporting the hose while bending…see pictures below,) so they got a replacement Stay Set Hose, and are back in operation.

Hose is being bent with one hand, with no support at the bending point.  DON'T DO THIS.
Hose is being bent with one hand, with no support at the bending point. DON’T DO THIS.
Hose is being held firmly at connection end, providing support for the element's connection inside the fitting.  DO THIS INSTEAD.
Hose is being held firmly at connection end, providing support for the element’s connection inside the fitting. DO THIS INSTEAD.

If you’ve got questions about how EXAIR’s Intelligent Compressed Air Products…and accessories…can make better use of your compressed air, give me a call.

Russ Bowman
Application Engineer
(513)671-3322 local
(800)923-9247 toll free
(513)671-3363 fax
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The (Not So) Dreaded Warranty Claim Call

If you’ve ever worked in customer service or technical support, it’s almost a foregone conclusion that you’ve spoken with someone who isn’t getting what they wanted from your products and/or services. And no matter who you are, you’ve almost certainly spoken with someone you’ve bought something from, because you’re not getting what you wanted from it, right? And we can all (I hope) agree that there are MANY things we’d rather do than make…or receive…those calls.

I had the pleasure of assisting a customer yesterday who wasn’t getting what he wanted from an EXAIR product: in this case, it was one of our Stay Set Hoses. It seems that the bendable element inside had broken, meaning the Stay Set Hose was no longer “staying set.”  Since this unit had only been in service for about a month, I was anxious to know what would cause such a failure on a solid product with such a successful track record.  The caller was up front, early in the conversation, with his understanding that we can’t warranty against everything that a user might do to our products (the fact of the matter is, we do honor a 5 year “Built To Last” warranty against manufacturing defects,) and we shared a quick laugh because we both remembered this luggage commercial:

By this time, it was the best warranty claim conversation ever.

Flexible and durable, EXAIR Stay Set Hoses come in lengths from 6" to 36".
Flexible and durable, EXAIR Stay Set Hoses come in lengths from 6″ to 36″.

This particular Stay Set Hose was one of many in their plant, so we had a good discussion of some common best practices for their use:

*Keep bends as gradual as possible, especially if repositioning is frequent.

*Use two hands to bend the hose, as much as possible, to prevent/limit an excessive amount of leveraged force being applied to the connecting end of the bending element.

*When re-positioning is needed, do not grab onto the point of use device (Air Nozzle, Air Amplifier), but instead, use the spring relief as a grip to bend the blow off device into place.

*Keep in mind they’re PVC…temperature rating is 158°F. They’ll handle a fair amount of heat, but take advantage of their flexibility and bend them well away from any hot surfaces.

Like I said, this hose had only been in service for about a month, so we’re getting it back in the shop for failure analysis. Stay tuned for a future installment, where I’ll tell you how the rest of EXAIR’s warranty evaluation process works.

Russ Bowman
Application Engineer
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