From installation problems to warranty equipment misuse and abuse, here’s what service agents want you to know about the issues that make work tougher for everyone.
To start, this title probably comes on a little strong. The men and women who run service agencies are businesspeople, after all. They genuinely appreciate their customers and know the success of their agencies is due to the operators who call them and the supply chain partners that work alongside them.
It’s just some issues can get under their skin. Problems that come up again and again. Headache-inducers that could be done away with through a bit of education. In the end, they know that if operators take the time to learn about and avoid these issues, everyone, from rep to dealer to operator to service agency, will save time, money and plenty of aggravation.
Mistake No. 1: Not Thinking Through Installation Early Enough
Plenty of equipment problems begin during installation, or even before, when placing the order.
Some of the biggest problems arise from the most basic issues, service agents say. When ordering a piece of equipment, the operator, dealer and even the rep need to ensure the utilities for that item match the facility. The wrong voltage or natural gas type can stop an install in its tracks. While the supply chain has to deal with the problem, an install appointment halted by these issues also becomes an issue for service agents, says Scott Hester, president of Texas-based Refrigerated Specialist Inc. (RSI) and Cooking Equipment Specialists (CES). An install that can’t be completed still incurs costs in man-hours, after all.
Even when the right equipment is ordered, problems can still arise. One issue, says Wayne Stoutner, CEO of upstate New York service agency Duffy’s AIS, is simply defining what an installation covers.