Attentive Service Wins: Preventative Maintenance Solution | MCE

The Problem: 

A small food packaging company near Pittsburgh encountered significant challenges with its compressor equipment. The company was dissatisfied with the service from a competitor who had provided inadequate service and repair. The competitor made several critical errors, including ordering the wrong part and tool for the job, and advising an unnecessary purchase of a backup compressor. Frustrated and unable to start the project, the customer sought assistance from an MCE Rotating Equipment company, Diversified Air Systems (DAS). 

MCE's Solution:

MCE’s Diversified Air Systems team had multiple meetings with the company's owner, ultimately securing a two-year preventative maintenance agreement. This agreement provided several key benefits: 

• Cost Savings and Maintenance: The agreement saved the customer money and ensured the machines were well-maintained. It included a dedicated service technician available for troubleshooting via cell phone, reducing the need for service calls. 
• Immediate Response: In case of compressor failure, DAS could provide an immediate response, minimizing downtime. 
• The customer also required a new dryer for its compressor but was uncertain about the specific type needed. DAS suspected the compressor might already have an aftercooler and requested a meeting to verify this. The verification confirmed the presence of an aftercooler, allowing DAS to adjust the dryer quote and save the company approximately $2,000. 

Resolution: 

The company was highly satisfied with the level of attention and care that was provided. The owner was appreciative of MCE’s commitment to customer service and trust-building. He said of Diversified Air Systems:

“I like dealing with people I can trust.”