Unrivaled After-Sales Service for Industrial Water Chillers

One of the reasons we became a top-tier name in the world of industrial water chillers was our absolute, 100% commitment to after-sales service of all our products and systems.  When you’ve been in business for this many years (since 1988), and you’ve had to compete with the giants in the world of Heating Air Conditioning Ventilation and Refrigeration (HVAC & R), you learn a thing or two about the meaning of real customer service.  We’ve often referred to our business as a three-legged stool, consisting of:

• Sales
• Service
• After-sales service

In this post, we would like to focus on that last, crucial leg of the stool.  It’s one thing, after all, to promise nothing but the best, and then follow through with the service to make the sale, and the final installation.  In a perfect world, the process should end there.  But it’s not a perfect world, and nothing is as common as unwanted surprises during a process operation.

The Hard Work that Industrial Water Chillers Perform

We’ve mentioned the perfect world. Unfortunately, there is no such thing when it comes to heavy industrial processes, and heavy-duty HVAC & R applications.  We are acutely aware of how important and vital our customers’ operations are – how adversely a breakdown of equipment can be.  Industrial water chillers are no exception. We know their reliable operation is paramount to the success of the processes they support.

Now – consider real-world conditions of your specific operations.  There are going to be times – sometimes frequently – where the realities of the real world kick in and problems occur.  Although we pride ourselves on the quality and reliability of our manufactured products, our resale OEM product lines, and our enormous catalogue of replacement and spare parts.  But we also recognize that there are going to be instances where some of our equipment is in need of repair.  

Some Reasons for Equipment Breakdown in Industrial Water Chiller Systems

We’ve talked about real-world operating conditions in many industrial processes.  They can be exceptionally demanding.  There are times when the water chiller unit you have in place simply cannot keep up.  We are very proud of the fact that, in our inventory of industrial water chiller systems, premature breakdown is a rare occurrence.  We place exceptional emphasis on quality control at both the design and installation stages to assure that physical problems with our equipment are as close to zero as possible.  With that said, problems can happen – this is, after all, the real world.  Over the decades we’ve been in business, we’ve learned that industrial water chiller system breakdowns occur, for the most part, due to:

Improper operation, or operating practices.  Demanding situations driven by the core parts of the process, being supported by the chiller system, can sometimes drive the chiller system in a way it was not designed to accommodate.  This can be the result of pressing for higher capacities, out of the chiller system’s range.  It can also result from process reconfigurations or adjustments, not taking into account the capacity limits of the cooling system.  Any of these situations can result in a breakdown of the chiller unit or units.

A lack of periodic or preventive maintenance.  Real-world conditions mean that hard working chiller systems wear down over time.  This is true of practically any type of mechanical system, and chillers are no exception.  Should routine maintenance items not be addressed in a timely fashion, drops in efficiency can result, as well as a complete failure of the system.  The recommended maintenance direction that comes with the chiller system should be closely followed in order to maximize system performance and overall service life.

Oversize or undersize of the unit.  If the use of the chiller unit’s operating parameters are changed, due to a re-design or change in the process being supported, the installed chiller unit may be out of sync with the requirements of the altered process.  The result can be poor performance, or failure of the chiller system.

In very rare instances, there may be some sort of defect within the industrial water chiller system itself – either faulty parts, or improper configuration/installation.  It is in these cases, where the customer challenges the chiller manufacturer’s expertise and responsiveness, in diagnosing and correcting the issue(s).  This is where our organization has developed a time-earned reputation for really stepping up.  Although we continuously strive to be, we know that we’re not perfect.  In those situations, we take quick action to restore the client’s complete trust in our systems and services.

AMCON’s Commitment to 100% Customer Satisfaction Includes After-Sales Service

We refer to it as our 5-Star Service Process. Our in-house service teams are ready to attend to all breakdown situations.  We also offer complete preventive maintenance packages, to ensure maximum performance of our industrial water chiller systems, while minimizing the chance of premature breakdown or need for repair.  Water chiller systems specifically come with their own set of required regular maintenance.  Failure to address these items can be costly and disruptive to the customer’s processes. Thus, we highly recommend the adoption of a formal preventive maintenance schedule for any industrial water chiller system we provide.

In the event of a breakdown, the customer only needs to contact the AMCON Customer CareLine. We confirm an appointment time when a repair call can be made. Normally, incoming calls are tended to within 24-hours of coming into the Customer CareLine.  Our service advisors are fully equipped to set the service appointment with one phone call.

In the event of urgent, immediate need, we also have standby teams to attend to those situations.

Customers can rest assured that in the case of spare parts availability, our entire inventory is computerized.  All parts used on AMCON chillers are ex-stock – meaning they are available immediately, with no lead time, other than shipping time.  If your AMCON chiller system repair requires the replacement of parts, we have them at the ready, 100% of the time.

After-Sales Service is Always a Top Priority

At AMCON, we understand how critical our industrial water chiller systems are to processes of all types.  That’s why we take such a serious approach to responsiveness when it comes to any of our units currently in operation. It’s how we’ve built our enviable reputation, and we have no intention of changing any time soon!

We would be happy to answer any questions you may have about our chiller systems and the proper maintenance of them. Contact our team today.