Part of the purchasing process is an implicit contract— a customer buys products from their supplier with the understanding that the products will work at or above expectations. When the products fail to meet this standard, a true supply partner will go out of their way to resolve the matter.
After we supplied four 10-inch automated isolation valves to an oil and gas pipeline storage company, the company soon discovered that all four valves were not achieving their complete open and closed positions as the control logic had designated.
Our valve experts conducted an on-site visit to troubleshoot the valves. After careful inspection, we discovered that a critical sticker had been left off the gear operators that indicated a very specific procedure for operation of the gear operators to avoid catastrophic failure. Without these stickers, the customer had accidentally caused a failure, shutting down the
normal valve and actuator operation.
Due to the pandemic, we couldn’t send a team to change out the failed gear operators ourselves. Instead, we arranged for new gear operators to be delivered at no charge and produced a video demonstrating the proper installation of the new equipment step by step.
Despite not being able to have our full team on site, the customer was able to complete the changeout successfully with minimal downtime thanks to our team’s out-of-the-box video solution and cooperation from our manufacturing partners.
Our quality program is the greatest value we provide our customers as a trusted supplier. We are dedicated to the safe operation of the industries we serve, knowing that the products we supply are critical to the safe operation of their facilities.