Customer Support

Welcome to Dawsongroup TCS customer support

At Dawsongroup tcs, we prioritise your satisfaction and aim to provide you with exceptional customer support every step of the way. Our dedicated support team is here to assist with any queries or concerns you may have regarding our solutions.

Contact information

General Enquiries:

Breakdown / Technical Support:

Servicing and Maintenance

Certified Inspections

Before delivery, all equipment undergoes a full refurbishment at our specialist workshops. Our team of engineers perform all repairs, maintenance, and modifications. Once completed and signed off by our in-house quality management team, the equipment moves to our Refrigeration Workshop.

There it undergoes a 49-point pre-delivery check, F-Gas leak inspection, and final electrical safety check, carried out by industry recognised, qualified Dawsongroup engineers. Copies and records of these checks are available upon request. Our engineering team ensure that all equipment is pre-set and ready for each application required, as per the customer request and requirement.

Remote Support

We have a range of online logging systems that can be installed on all units, enabling us to offer remote support, fault finding, and system setting changes where the need arises. Our support engineers work alongside our Service team and are on hand to offer immediate technical support to customers and attending engineers.

Breakdown

We provide customer support 24 hours a day, 365 days a year, ensuring that your call is always answered by our team, not a third party. We endeavour to respond to all callouts within 4 hours.

Our nationwide team of directly employed and approved sub-contractors are extensively trained in problem resolution, focusing on identifying the root cause of issues and not simply fixing symptomatic faults.

Manual and Training

We pride ourselves on delivering exceptional customer support. We create customised support manuals for each individual piece of equipment hired, ensuring customers have all the necessary information, including operation instructions. Commissioning and training will be carried out at a pre-arranged time and date to suit the customer.

Our team are available to answer questions and provide support throughout the full hire duration.

Servicing

All equipment on-hire receives two fully inclusive services per year. We include repairs to bodywork as part of this package, alongside a three-year bodywork review where a Thermal image inspection of all insulation, capping’s, and seals are carried out. This ensures that the equipment is operating as efficiently as possible.

Customer satisfaction

To ensure that our customers receive quality service at every stage, from initial order placement to post-delivery, our Customer Care Manager will reach out to conduct a Customer Satisfaction Questionnaire one month after delivery.

This proactive approach enables us to address any shortcomings promptly and effectively, facilitating continuous improvements to our customer support framework.

The impact of TCS

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FAQ - Customer Support

What should I do in the event of an issue with the kit?

Each piece of equipment has operational instructions located on the door of the asset. You can also call our Service Department on 01623 518518, where you will be assisted with any queries you may have about your unit.

Can I change the set point of my unit?

Yes. To adjust the set point, please contact our service department at 01623 518518. Our technical support team will be able to talk you through the temperature change process and log the change on our internal systems for any future reference.

Will I incur charges if my unit breaks down?

All repairs are covered under the hire agreement, you will not be charged for repair works. Charges only apply if the fault is due to customer misuse or damage.

Do units on hire receive servicing?

Yes, all on-hire units are serviced at six-month intervals to ensure continued functionality and performance.

Is training offered for operating the unit?

Yes, complimentary training is provided and can be requested by calling the service team 01623 518518.

What phone number should I call for billing queries?

Please call our commercial department at 01623 518539.

What should I do in the event of an issue with the equipment?