Customer Service Keeps Equipment on the Job

What do you picture when you think of “customer service”? The endless maze of an automated telephone system? Two hours on hold, waiting for a service representative to pick up?

In a perfect world, you wouldn’t need customer service: all of your equipment would run perfectly, all the time. But in the real world, it’s impossible to completely avoid malfunctions. When extrusion equipment needs repair, you need quick, responsive service. It may be the difference between your system costing you money and your system making you money.

Comprehensive Warranty

When you buy extrusion equipment, you’re paying not just for the equipment, but for the years of service it will provide. A bargain-priced extrusion system isn’t a bargain if you have to replace it twice as often.

To ensure that your equipment meets expectations, all of Granco Clark’s products are backed by a comprehensive warranty. If a problem does develop, we respond promptly to keep your extrusion lines operating at maximum capacity.

24-Hour Parts Hotline

Fast-response parts availability is critical for maintaining your extrusion system’s productivity. With our 24-Hour Parts Hotline, customers from Taiwan to Tennessee can order replacement parts for their equipment any day of the week, at any time.

Our parts specialists immediately key in your order to an inventory computer system. They can answer questions about parts availability and shipping times. By accessing the engineering department’s CAD files, they can help you identify specific part numbers and may even help diagnose the problem.

Once you place an order, any stocked parts are expedited to your facility the next business day. You generally receive stocked replacement parts within 48 hours—and usually sooner.

Modem Support Program

As extrusion equipment becomes increasingly high-tech, the need for high-tech support also increases. Our Modem Support Program offers customers the services of an equipment and software specialist without having to hire and train one.

Our service engineers can connect directly to the equipment Programmable Logic Controllers (PLC) and monitor the equipment operating program. The engineer diagnoses the problem and gives instructions to the customer.

The response to your equipment problem is almost immediate. The program also eliminates the cost of hiring a service engineer and paying for travel time—and it gives your on-site maintenance personnel hands-on experience in repairing the equipment.

This on-line service support is available at no charge to Granco Clark customers from 8:00 a.m. to 4:00 p.m. EST, Monday through Friday. Customers can also opt for several service plans with coverage extended.

A Record of Service

The technicians that fix your equipment need to offer more than one-size-fits-all repair solutions. To accurately troubleshoot, they must know your equipment’s specifications.

Since Granco Clark archives specifications and drawings for each customer’s system, our technical team can access the information for your particular extrusion equipment. The parts department uses the archived information to ensure that customers order the right part for their system, while our engineers use the drawings to help troubleshoot over the phone.

“We’ve scanned all of the drawings—even some dating back to the early 1950s—into our computer system,” said Dave Dietz, Senior Controls Engineer. “Now we can immediately call up a information about a customer’s system, no matter how old it is.”

Skilled Service Technicians

If a problem can’t be fixed by one of these methods, we have an on-site staff of highly-trained service technicians. They’ll travel wherever they’re needed to get extrusion systems back up to speed.

So what does all of this mean for the customer? Faster service, more accurate diagnostics, less downtime, and lower costs, to name a few benefits. And you can count on our continued service long after the sale.