Support Infrastructure


We have invested over the years building up an infrastructure to ensure our customers receive the highest standard of customer support.

We offer 24/7 assistance to ensure we are always there when you need us.


Initial Steps

Our free of charge consultation service allows us to be prepared and solve any potential issues ahead of time, reducing the possibility of needing future technical support. This also means we can act immediately, even before a contract is signed.

This stage often involves a measured site survey for producing a CAD drawing, the agreement on the designs and a detailed specification including a GANTT chart.


Post contract agreement

Once agreed, a pre-briefing meeting ensures all parties are clear on the project. A Site Information Pack (SIP) is provided to all installation engineers and, if required, one of our site managers will conduct a site-specific induction.

Furthermore, a client/contractor site meeting will take place to ensure the project remains on schedule, in line with the design, and on budget. If a project is notifiable under the CDM regulations 2015, we can take on the principal contractor and principal designer’s duties.


Pre-Delivery

Unless brand new, all units go through our body shop where modifications are made, alongside any repairs/refurbishments. Once the work has been signed off, the unit has a pre-electrical test prior to any work commencing in the refrigeration bay.

Next, certified safe work begins in the refrigeration bay, followed by a 46 point check, including F-Gas standard leak testing as well as temperature calibration checks. Finally, the unit is set up as ‘ready to go’ and undertakes an overnight run.


Delivery

Transport movement orders, escorts, and cranes are organised by our transport team. We always call you prior to delivery to decide on a mutually agreeable collection time and ensure the site is ready. We employ our own drivers, have specialist delivery trailers, and understand the need for an efficient and safe delivery to minimise disruption to your site.


Customer Satisfaction Questionnaire

Each customer will receive a follow-up call within a month of delivery asking for feedback on the service level you experienced at each stage of the process. This enables the business to take corrective action should we have fallen short of the standard expected. Not only does this ensure we have a satisfied customer, but also allows us to continually improve our level of customer support.


Ongoing Support

We aim to minimise breakdowns with our pre-delivery checks and two annual services. We have a 365 days a year, 24 hour a day customer service desk and your call will always be answered by our team, not a third party. Our national team of engineers are trained in problem resolution. They find the root cause of the issue rather than just fixing the immediate fault.


Bodywork Repairs

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 to reseal cappings and joints.

Talk to us about your project…

To get in touch directly, please use the following details.

Dawsongroup temperature control solutions,
Export Drive,
Sutton-in-Ashfield,
Nottinghamshire,
NG17 6AF

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Dawsongroup temperature control solutions,
Export Drive,
Sutton-in-Ashfield,
Nottinghamshire,
NG17 6AF