AWP Technical Support - Where did it ALL go so WRONG?
Craig Ihde
... maintains the Largest US based AWP Industry Parts Listing, Manual & Literature Database in NA
I would like to share a recent phone-call I had with one of my customers.
I received a call last week from a customer of mine who will remain nameless. He was beside himself. He explained that it had been awhile since his machine had been ran and he needed it for an upcoming job. Knowing it was going to require some "TLC by a Professional AWP Service Technician" and it would be REQUIRED to "PASS MANDATORY Annual Inspection" - he decided to call in a "Professional".
This is what transpired ..
The 1st "Service Technician" (YES, first) showed up and got the engine running - (that's all he knew how to do) .. he had NO idea what he was working on, NO manuals, NEVER had seen this Make or Model and had NO Training on it .... period.
... a Second "Technician" was then called in ...
Upon arrival and reviewing the situation, the 2nd 'Service Technician" started the machine and after awhile of working on the Toggle Switch functions only, got the LWR Controls to work on the boom-lift (that's all all he knew) and he too, had NO idea what he was working on, NO manuals, NEVER had seen this Make or Model and had NO Training on it ... he was "winging it"
... now a Third "Technician" was called in ...
The 3rd "Service Technician" showed up & got 1/2 of Upper Controls to work (the bang-bang functions because that's all he knew) and he too, had NO idea what he was working on, NO manuals, NEVER had seen this Make or Model and had NO Training on it ... he too was "winging it"
... now a Forth "Technician" was called in ...
"Service Technician" #4 (YES , #4) now was "trying" to get the proportional Upper Controls to function (all the while operating as O.J.T.- "On the Job Training") because you see, he too, had NO idea what he was working on, NO manuals, NEVER had seen this Make or Model and had NO Training on it ... he too was "winging it"
My customer finished the conversation by telling me he was so disgusted and exasperated with the level of service that was being offered in his area. He then asked me this ...
"Is THIS how bad the US based AWP has disintegrated? Is this the BEST that the US based AWP industry has to offer?"
Unfortunately I had to tell him .... YES!
This story leaves me speechless and I just wanted to share it with everyone ...
President at Stach Safety Consulting Services, LLC
7 年Too much missing info again Craig Ihde. Did he call an authorized dealer? Was this a current manufacturer? Is he located near an authorized dealer? Did he make other calls? We get calls like this and quote a minimum $$$ to come out or $$$ to pick it up. Most customers hang up. Then who are they calling. Calls like this do not represent an industry that is roughly 20 Times bigger now than when you started in it. And very successful. Besides this Call represents why he should RENT and NOT buy. Thanks for that.
Technical Training Manager. Leading the Change!
7 年Sounds like the machine had been neglected for quite some time....I am guessing there are more to fault than four different technicians
Aerial Lift Equipment | USA
7 年It must matter to us are we would quit talking about it.