In the downstream bulk fluid business, the purchaser of the capital equipment is often not around when the goods are one or two years into service. Centralised purchasing, engineering house or third party purchasing all detach the equipment supplier from the client and the promises and obligations are forgotten or not even passed on.
It is important for offers of “lifetime support” or “life partner” to be fully realised by the customer and the providing supplier. That is why Carbis Loadtec has taken a long hard look at the installation; commissioning, maintenance, spares and breakdown services that are on offer.
Carbis Loadtec wants to take the extra step of providing their clients with guarantees of assurance. That sounds like a strange term, but it sets out to avoid platitudes and provides contractual obligation between the supplier and purchaser for the lifetime of the equipment (which could be considerably longer if correctly maintained).
What’s the Problem?
We hear so many stories about service teams that do not meet customer expectations, rip off the client for spares and fail to arrive when promised. Some are poorly prepared, have little or no knowledge of the equipment to be serviced or, through poor communication, have assumed plant availability that just isn’t there.
This didn’t happen in the days of telex and fax, so why, in 2016, is it happening now?
Most of the major providers of tanker loading arms are smaller divisions of massive conglomerates. They have strict and tough budgets to achieve and their goal, naturally, is to achieve them by the easiest way possible. Couple this to a current trend for mega volume tank farms with suitable import export facilities and you have the perfect recipe to win large potential contracts that will go a big way to meeting that year’s budget.
Service, by contrast, is a much smaller scale activity that is based on recovered hours and spares. It is labour-intensive, requires a high level of management coordination and risk. The risk comes from the technician working at height, over water, with noxious chemicals and in flammable zones.
Consequentially, these companies don’t feel they are getting fiscal return from their service department and become tempted to sub-contract the facility or underfund/underman it to the point where commitments cannot meet the customer’s perception of satisfaction. Or, to partially fund the service activity, huge margins are put onto bought in spares.
This does two things. Firstly, the customer is not intellectually inferior. He knows what things cost. So buying in a length of standard hydraulic hose and then charging a massive mark up, is going to alienate him and cause a distrust between the customer and supplier. And is it worth it? For a few dollars? Of course not. But the supplier has fiscal rules and constraints and they have to be met. So, is that the way it is and there’s nothing that can be done? No. Emphatically NO!
Competitive Professional Aftercare Service
Carbis Loadtec aim to provide the best and most comprehensive service. We have experience of working on all types of road and rail loading arms and tanker fall prevention systems; are fully equipped & certified and, most importantly, have a deep understanding of what customers want.
Carbis Loadtec aims to provide “Cradle-to-Grave” “Lifetime Care” and “Assured Support” to your new purchases and existing systems without extortionate hourly rates and spares prices. The customer will have complete trust in our ability to give a low life cost for his system.
Carbis Loadtec After Market Road and Rail Service Including Refurbishment of Loading Arms and Access Equipment
Also on offer is an After Market Service package which is tailored on the same basis as the capital package but the first service (obviously without installation and commissioning) will be extensive to ensure that there are no fundamental issues or neglect that will manifest itself at a later time. Spares used during the first service will be charged fairly. Clients who bought the capital package can continue on expiry of their package using the after-market packages.