Cold Storage Solutions | Dawson Group TCS Aftersales

Initial Steps

During the initial consultation process, our Project Development Managers will visit your business to gain a full understanding of your operational processes, and to identify and assess how our temperature control solutions can help achieve your requirements.

The aim is to ensure we select and design equipment to satisfy your targets with process flow and efficiency at the top of our list.

Pre-Delivery

Prior to delivery, all equipment, unless brand new, goes through our depot workshops to be fully refurbished. During this time, any specific modifications are carried out by our team of Engineers. On completion and sign off from the Bodyshop, the equipment is transferred to our Refrigeration Workshop where it undertakes a 46-point pre-delivery check, F-Gas leak inspection and a final Electrical safety check, all of which are certified with copies logged and available on request. All required temperatures, parameters and modifications are completed by Dawsongroup TCS employed engineers.

Customer Satisfaction

A month after delivery, customers will be called by our Customer Care Manager who will complete a Customer Satisfaction Questionnaire.

The purpose of the call is to ask for feedback on the service levels experienced at each stage of the process from order to delivery, and the few weeks where the equipment will have been used.

This enables the business to take corrective action, should we fall short of the standards expected by us, and it allows us to continually improve our level of customer support.

Customer Support

An area we pride ourselves on is the level of customer support we give.

We are generously resourced to ensure customers receive the best service experience possible. Bespoke Customer Support Manuals specific to equipment hired are created and sent to our customers to ensure information of the hired equipment is on-hand when needed. Every piece of equipment delivered will be commissioned.

We include customer training as part of our commissioning to ensure customers are familiar with the kit on hire.

This includes how to load the unit, how to switch it on and off, changing setpoints and information on how the controls, alarms and safety functions operate.

We can also provide further training if required. Our Engineers and Service team are always on-hand to answer any questions and provide support.

Servicing and Breakdown Response

Customer support is provided 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 callouts 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.

All equipment on hire receives two services per year which are all included within the rental agreement and are free of charge. We also have a dedicated team who specialise in onsite body repairs and provide cover all over the UK 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 of cappings and joints.

Remote Support

We have our own online logging systems which can be fitted to all units, which enable us to provide support remotely.

The Support Engineers we have working alongside our Service team daily use the logging systems to help identify potential issues before they actually cause one, provide support to Engineers attending site, create reports for customers and make changes to the running of equipment in the event the customer requirements change.

Technical Trials

We can carry out product trials for you to demonstrate pull down times of certain products. We will compile all the data and forward on for our customers to review. We have carried these out both on customers’ own sites and at our own depot in Sutton-in-Ashfield.

Service