24.02.2011

Record breaking service

We received a letter today from a reader in the UK who was so impressed with the call–out service speed he received last week that he felt obliged to tell the world. The letter was so positive and genuine that we then felt obliged to pass it on… positivity is as they say infectious.

The company is an IPAF training centre in the UK – On The Job Training- run by Paul Roddis who purchased his own boom lift for use with training courses he puts on for his end-user customers. He chose a Nifty HR10 for the job because:
a) He had positive hands-on experience with its sister machine - the HR12 – in his previous career.
b) Because it has direct hydraulic controls which he believes are better for training and assessing operator skills and…
c) Because it was light enough to tow on a trailer behind his Land Rover when conducting an on-site school.

On Friday last week Roddis had just started running through the pre-use check instructions for a school when the tilt alarm went off, even though the machine was level. In his letter he says: “I looked at the obvious possible problems but there was nothing wrong with the machine except that the alarm would not stop going off unless I unplugged the batteries completely.”

“I was utterly stumped and also had no alternative boom lift for the training course. There was clearly nothing else for it, so I called the manufacturer. To be honest, I expected the usual pillar-to-post experience where nobody helps and you are left exactly where you started.”

What I actually got was a real human being, in the same country as me,that listened to what I was saying, asked intelligent questions and offered useful advice. Wow! I was genuinely surprised. No arguing, just genuine attempts to find a solution. The problem was diagnosed as a PCB (Printed circuit board) fault and my heart sank. Clearly it was way beyond my abilities to repair a PCB. but once again Niftylift exceeded all of my expectations and said they could get their technician over to me immediately, as he was not far away.

Within a short time he arrived and within 20 minutes had replaced the PCB and put us back in business. We completed the training course without further drama.”
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The Nifty HR10 back in action

“All in all we lost just over an hour and a half, from break down to back up and running. I do not think that there is any other manufacturer that could or would have done any better and I thank Niftylift for quite unbelievable service.”

Vertikal Comment

In this case Nifty was of course very lucky to have had an engineer in the area… it doesn’t usually happen like that.. but just now and then it does. The names of the two men that made this happen are Lee Casebrook at Nifty and a service engineer called Dave.

We are sent more than our fair share of negative stories about how bad one company’s parts are or how another company doesn’t give a damn. All manufacturers or rental companies will have someone who had a bad experience and has it in for them – just as we have those who praise us one day and damn us the next.

Also given the nature of the accident reporting and Death Wish series- on Vertikal.Net, our pages can at times be a tad depressing at times. So it is always nice to be able to publish a positive good news story, especially one relating to product support.