We have invested over the years, building up an infrastructure to ensure our customers receive the highest standard of customer support.
Our Project Development Managers work closely with you as to fully understand your requirement we need to both listen and appreciate your full process and what you are trying to achieve. This both ensures we select / design the right equipment to satisfy your requirement and consider any potential site issues ahead of installation. This eliminates any problems on delivery, thus minimising disruption, or future technical support or engineer visits when you want the equipment working for you.
Unless brand new, all equipment goes through our Bodyshop for a full refurbishment or modifications necessary based on signed off drawings or specification. Once signed off, the equipment is transferred to our Refrigeration Workshop where it undertakes a 46-point check, including F-Gas standard leak testing and the required temperatures parameters are set before a full electrical test covered out by a qualified engineer before a final overnight run.
All customers receive a Customer Support Manual applicable to the equipment hired and within a month of installation will be called by our Customer Care Manager who will complete a Customer Satisfaction Questionnaire asking for feedback on the service level experienced at each stage of the process. This enables the business to take corrective action should we have fallen short of the standard expected and does not only does this ensure we have a satisfied customer, but also allows us to continually improve our level of customer support.
Our engineers provide on-site training for our customers to ensure they know how to operate and load the unit correctly and safely.
Equipment delivered to site gets fully commissioned by a Dawsongroup engineer. Within this, customer training is carried out: how to load the unit, how to switch on/off, how to change setpoint, and more.
We can also provide further training if the customer requires it. Our on-site engineers and on-call service team are on hand to answer any questions and provide advice in response to any customers’ questions.
We have our own online logging systems which can be fitted to all units. The GPRS data logger gives online access for Dawsongroup engineers and customers.
Both engineers and customers can remotely view data and performance history; this is used sometimes as proof that product has been at the correct temperature. Also, for instance, if there was an issue with temperature over a weekend and no one was onsite, notification alerts can be set up to ensure that any issues are highlighted. These are automated texts or emails.
The service team carry out daily checks of our online systems. This allows us to check that the unit is operating correctly and notice any potential faults on systems with the ultimate aim of us being able to identify and then rectify any issues that arise.
Customer support is 24 hours per day, 365 days a year and your call will always be answered by our team, not a third party, and we strive to attend all call-outs within 4 hours. Our national team of engineers are trained in problem resolution and will find the root cause of the issue rather than just fixing the immediate fault.
We aim to minimise breakdowns with two annual pre-agreed services.
Our team also includes mobile bodywork engineers and product support engineers, who are based all over the country to keep assets in good working condition. They will address any reported bodywork issues, plus we will arrange a three-year bodywork service which will include resealing cappings and joints.
We can carry out product trials for you to demonstrate pull down times of certain products where we will compile all the data and forward on for our customers to review. We have carried these out both on customers own site and at our Sutton in Ashfield depot.