GREAT customer service story to share

[VintageMusclecar]

In today's world of crappy customer service and warranty coverages that aren't worth the paper they're printed on, I just wanted to share an EXCELLENT customer service situation I recently experienced.

To preface;

A little less than 10 years ago I purchased an IR 5HP 80 gallon upright air compressor locally which I used for my business. It served me faithfully for several years, but a couple of years ago it started having trouble keeping up with my blast cabinet. It wasn't hurt, it was just getting a little tired.

Rather than repair it, I decided to purchase a new compressor from a local company which I had read glowing reports about on a number of the forums I peruse, Eaton Compressor.

I explained my needs to the owner, and he hooked me up with one of their 2 cylinder opposed single stage 5HP 80 gallon compressors. Their compressor had several rather nice features on it, one of which was their "continuous run" unloader switch which allows the compressor motor to freewheel once a pre-set tank pressure has been achieved by disengaging from the pump itself; once the pressure drops to a pre-set level, the pump re-engages to the motor. This eliminates the huge energy spike which is required to re-start the motor repeatedly as the compressor cycles on & off. Another nice feature was how quiet the compressor was--only rated at 73 decibels.

Once I got it hooked up and running, I found it to be slightly lacking in capacity to the IR that it had replaced--not much, I only had to re-adjust the pressure on my cabinet by a few lbs to get the compressor to cycle instead of running continuously, but it was down. No big deal.

The compressor operated w/o issue for a little over a year until the pump went out. The capacity went down notably and it started to pump some oil.

I called Eaton and explained my situation, and the Service Manager asked if I was confident in removing the pump and bringing it in myself, which of course I was. I returned the pump the next day for a brand new pump at no cost.

Once I got the compressor running again, I found the new pump to be down considerably in capacity from the original pump. I called them back and explained the situation, so they sent a tech out with another new pump a couple days later.

We got the 3rd pump installed, and the tech stayed and watched while we checked the fill time. Unfortunately, the 3rd pump was down even worse than the 2nd one was! [img]<<GRAEMLIN_URL>>/frown.gif[/img]

Doesn't sound too good at this point, does it?

Don't be too quick to condemn...this is where things took a surprising turn for the good. [img]<<GRAEMLIN_URL>>/biggthumpup.gif[/img]

Tech guy calls the Service Manager (Steve) and gives him the bad news. Steve is obviously concerned. Tech and Steve discuss the situation for a few minutes, then tech guy hangs up the phone and informs me that he (Steve) is going to assess the situation with the owner and they will get back to me the following week (this took place on a Friday). Tech guy tells me if I don't hear anything from Steve by the following Tuesday to give him a call.

Tuesday rolls around and no call, so I call Steve and leave him a voicemail. He calls back shortly afterwards and informs me of their decision;

They would warranty the entire compressor <span style="font-weight: bold">AND</span> they would <span style="font-style: italic">upgrade</span> my compressor 2 steps up <span style="text-decoration: underline">at no cost</span> <span style="font-weight: bold"><span style="text-decoration: underline">AND</span></span> they would even deliver the new compressor and take the old one back themselves!

The following Monday a rollback shows up in front of my house with a forklift and a brand-spankin' new 5 HP 80 gallon <span style="font-weight: bold">2-stage</span> compressor tucked in behind it.

Tech guy was on board again, and in no time they had the compressors swapped out and I barely had to lift a finger to help out.

<span style="font-weight: bold">THAT</span> is what I call kick-a$$ customer service! [img]<<GRAEMLIN_URL>>/beers.gif[/img]

NOW...to solve the mystery of the under-capacity pumps!...they tore down my old pumps back at the shop--turns out their supplier had downsized the pistons in the compressors by 10mm and didn't bother to inform them of the change.

Eaton offers a 5 year &quot;bumper to bumper&quot; warranty on their compressors, and the warranty is <span style="text-decoration: underline">not</span> pro-rated. They obviously stand behind that warranty. [img]<<GRAEMLIN_URL>>/biggthumpup.gif[/img]

Best of all, aside from a bit of down-time on my end, my hassle level was minimal.

I am now the owner of a great new compressor that's running like a champ, and Eaton Compressor has earned a loyal customer.

I want to offer a profound &quot;thank you&quot; to the head tech manager Steve Derr for being such a stand-up guy and for being so good to work with.

[img]<<GRAEMLIN_URL>>/youguysrock.gif[/img]

Eric

[Fast67VelleN2O]

Awesome story and kudos to Eaton for their cutomer service!

[Xplantdad]

Eric...good things happen to good people. They have the same great customer service as you!

Thanks for sharing a great event!

[Charley Lillard]

I have one of their rotary compressors and it has been great. My friend bought a large rotary one from them to serve a large farm shop. After a few months the compressor went out and same thing,they sent out a new one.

[ORIGLS6]

Eric,
Glad to hear you're getting the same QUALITY service YOU provide to so many! [img]<<GRAEMLIN_URL>>/flag.gif[/img] We all tend to relate the stories of the BAD service we've receive, but too many of us fail to &quot;Brag-Up&quot; the few GOOD Companies we have dealt with. Good for you Eric.