GENERAL:
At Harrel we care about our customers just as much after a line is delivered as before. You'll find we are always willing to "go the extra mile" to give you the best service that we possibly can!
TELEPHONE SUPPORT:
Harrel gives no-charge telephone service on our equipment, new or old. You'll never get a voice mail answer with a vague promise to call back. Our telephones are answered by real, live people. What's more, you'll speak to knowledgeable people who will do their level best to take care of your problems. Count on it! We care!
ONE-STOP SERVICE:
Harrel makes more of an extrusion line ourselves than any other vendor. We make our own extruders, our own gear pumps, our own drives, dies, water troughs, laser gauges, pullers, cutters, classifying conveyors, and,
most important of all, our own DIGIPANEL® controller to coordinate all of these elements. The line operates as a unified system instead of a collection of individual parts. You won't have a bunch of vendors, each pointing at the others. We service everything on the line!
INSTALLATION:
Our field Engineers aren't just dropping in to do a minimum installation
and then dashing off to another appointment. They will stay just as long as you need them -- not only for installation, but also for training. If multiple shifts need to be trained, they will either come in early or stay
late as needed. We want you to be completely satisfied with our equipment and our service! We care!
FOLLOW-UP SERVICE:
Our service doesn't end with installation. Most service problems can be taken care of by telephone. Wherever possible, we attempt to diagnose your problem by phone and take care of your needs by sending you a replacement card or mechanical part. That saves you both time and money, and 95% of the time it will solve your problem. If you need a service call, however, we're always available.
One routine which we always follow when our service people go into a distant area -- the West Coast, or Mexico, for example -- we always call our other customers in the area, to see if they need anything. That way we can spread the cost of transportation among several accounts. It saves you money! We care!
CALIBRATION SERVICE AND SERVICE CONTRACTS:
Government oversight agencies, and for that matter, good industrial practice, dictate that all equipment on your line be calibrated at least once a year. Our service Engineers can calibrate your equipment, with standards and techniques traceable to NIST, right there in your plant. The easy way to handle this, of course, is with a service contract. This guarantees a visit by our service Engineer at least once a year, or more often if desired, to do routine calibration, fix minor problems, and provide refresher training for your people. A service contract is a very important consideration You undoubtedly have one for your copiers, your furnace, and your alarm system. How much more important is it to make sure your bread-and-butter extrusion equipment is maintained properly! We care!
SPARE PARTS:
Prudence dictates maintenance of spare parts at each installation. Harrel recommends a list of the parts most likely to be useful, and recommends that they be kept on site. We also maintain an extensive supply of spare parts at the factory, for shipment on short notice. For example, we keep at least one spare on hand of every one of the plug-in cards in our controllers. We
have virtually never failed to be able to send out a rental spare card to tide you over, within 24 hours of being notified that it is needed. We care!
REPAIR OF LEGACY EQUIPMENT:
Some companies have a cut-off policy; they will not repair equipment older than a specified age. Not so at Harrel. We will repair any system of ours, even if re-sold, for as long as we can get the parts. On more than one occasion, we have undertaken engineering design projects to replace obsolete parts, even though the item may have been superseded years before. We care!
UPGRADES:
Harrel makes more of a complicated extrusion line itself than any other company in the industry. Since we design and build so much of the line ourselves, we are in a far better position to continually improve the
product. We try, whenever it is practical, to make these upgrades available at reasonable cost. We care!
SUMMARY:
The bottom line is that we are not in the business for short term gain. We want to earn your trust and build with you a lasting relationship. Please let us know how we can help at any time! We care!
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