Back on Track with the Graco Clark 24-Hour Parts Hotline

Seven days a week, around the clock and around the globe, the Granco Clark "24-Hour Parts Hotline" is always working to provide the international extrusion industry with the ultimate in parts and service support. When every minute of down-time equals lost revenue, fast-response parts delivery is absolutely essential. This is what Granco Clark promises –– and delivers.

A case in point

On Friday, March 12, at approximately 6:30 p.m. central time, Tim Parnell, Maintenance Supervisor at Vistawall Architectural Products in Terrell, Texas, left a message with the "24-Hour Parts Hotline." The hydraulic pump for the power unit operating the SST-Hot-Jet Furnace, Pusher and Shear had failed. The line was down.

Within the hour, Rance Stowell, Parts Manager at Granco Clark, returned the call. After a brief discussion of the problem, Rance went to work locating a replacement part from Granco Clark’s hydraulic vendor, who is also accessible 24-hours a day. Rance quickly secured the pump, which arrived at Vistawall by 10:30 the following morning.

The replacement part was delivered within 14 hours of Tim’s call to the Granco "Parts Hotline," and Vistawall’s line was up and running within 24 hours of the failure of the hydraulic pump.

A relationship with a history of exceptional customer service

Vistawall Architectural Products produces aluminum extrusions for storefronts and entrances and curtainwall products. They have been a Granco Clark customer for more than 14 years and have had a complete Granco Clark extrusion system for the past 17 months.

When asked to comment on Granco Clark’s response to this recent parts replacement need, Terry Swindel, a manufacturing engineer who has been with Vistawall for more than 24 years, had this to say, "Granco reacts well in a downtime situation where others have been known to fail. This speaks well of Granco Clark and their vendors. They worked together long after hours to get materials out to us." Mr. Swindel also indicated that he considers Granco Clark’s customer service to be exceptional.

Tim Parnell had praise for Granco Clark’s Parts Manager, Rance Stowell, stating that, "Rance always does a good job for us."

Rance Stowell has been with Granco Clark for 17 years, and in the position of Parts Manager since 1985. When asked about his work, Rance explained, "I like all aspects of my job. I enjoy helping our customers and sharing my knowledge of parts, especially helping in breakdown situations. If I don’t have the answer, I have access to a complete engineering department to help me with any problem. We have a great group of people at Granco Clark, all willing to help and do what we can to keep our customers running. That is our goal."