Part of the purchasing process is an implicit contract. To explain, a customer buys products from their supplier with the understanding that the products will work at or above expectations. When a product fails to meet this standard, a true supply partner goes out of their way to resolve the matter.
After supplying four 10-inch automated isolation valves to an oil and gas pipeline storage company, a problem was soon discovered. The four valves were not achieving complete open and closed positions as designated in the control logic.
In response, our valve experts conducted an on-site visit to troubleshoot the valves. After careful inspection, we discovered a critical sticker had been left off the gear operators. The stickers indicated a very specific procedure for the operation of the gear operators in order to avoid catastrophic failure. Without these stickers, the customer had accidentally caused a failure. Consequently, it shut down the
normal valve and actuator operation.
Due to the Covid-19 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. In addition, we produced a video demonstrating the proper installation of the new equipment step by step.
Despite not having our full team on site, the customer completed the automated isolation valve changeout successfully and with minimal downtime.
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.
