GENERAL: We are continually amazed when we hear tales of how some vendors in the extrusion industry treat their customers. Some apparently feel that elegant manufacturing facilities and the wining and dining of customers makes up for poor follow up service, after an extrusion line is delivered. At Harrel we really 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 follow up service that we possibly can!
TELEPHONE SUPPORT: Harrel gives no-charge telephone service on our equipment of whatever age. What's more you'll never get a voice mail answer with a vague promise to call back -- a promise that usually never comes true. Our telephones -- all of them -- are answered by real, live people. What's more, it's done by 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 itself 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 microprocessor controller to coordinate all of the elements of the line and make them act as a coordinated 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 principal Field Installation Engineer has been with us for over 21 years! And if he can't meet your needs, we always have back-up! And our field Engineers aren't just dropping in to do a minimum installation and then dashing off to another appointment. Our people will stay just as long as you need them -- not only for installation, but also for training. If multiple shifts need to be trained, we'll either come in early or stay late to train the other people. We want you to be completely satisfied with our equipment and our service! We care!
FOLLOW-UP SERVICE And 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!
TEL-CHECK: One other most useful service aid we offer is our TEL-CHECK system. This allows us to use the CC-620 Control and Management system in our laboratory to tie directly in to the DIGIPANEL on any one of our lines in your plant or into your CC-620 Plant-wide Control and Management system, if you have one. This is a superb diagnostic tool. It allows us to monitor every parameter on the line, and make any corrections which may be required. In effect it is a Harrel service call by our best Engineering people, but without the cost of a plant visit!!
As far as we know, Harrel is the only extrusion vendor with a service like this. We care!
SPARE PARTS: Prudence dictates maintenance of spare parts at each installation. Harrel recommends a list of the most susceptible parts, and it is our recommendation that they be kept on hand at the installation. We also maintain a truly humongeous supply of spare parts back at the factory, which can be sent out at any time. 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: Some companies have a cut-off policy that says that they will not repair a component that has been obsoleted for more than a specified time. Not so at Harrel. We will repair any system of ours for as long as we can get the parts. And on more than one occasion, we have undertaken expensive engineering design projects to revise designs to use available parts when the original parts are no longer available, 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 essentially all of the line ourselves, we are in a far better position continually to improve the product. We try, whenever it is practical, to make these upgrades available at reasonable cost to customers who can benefit from them. 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 built
with you a lasting relationship. Please let us know how we can help at any time!!! We care!
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