In human relations, providing service to others is a selfless act. Helping somebody without expecting any benefit seems to be the purpose behind it. In business, however, there is free service and then there is paid service; free service during warranty and paid service after warranty. Warranty service is to assure the customer that the incinerator bought by him will be free of operational problems for a minimum period of time, subject to regular checks and maintenance. Post warranty, due to usage, wear and tear, some replacements/rectification may be required, which has to be paid for.

However, by providing service, the customer is left satisfied with the value for money and after-sales-service, which indirectly helps the incinerator manufacturer. A satisfied customer becomes the ambassador for the incinerator company. His word is trusted more by a prospect intending to buy an incinerator than the incinerator manufacturer himself.

A large engineering conglomerate had for long this motto “In service lies success”.  The truth of this statement has been proven by the monumental achievements of this organisation over a period of time.

In the incinerator business, the manufacturing company has to have a qualified, experienced and dedicated team of engineers and technicians to provide credible after-sales-service to the customers who have bought their incinerators.

There are essentially three types of service:

1.      Warranty service: The incinerator will carry a certain period of warranty from either the date of supply or date of commissioning. During this period, the operators need to learn and understand how to run the incinerator and what the do`s and don`ts are in its operation. A mistake committed unknowingly could prove to be very expensive. Warranty covers only defective materials and manufacturing defects and not incorrect or negligent usage and man-made damages. Hence the warranty visit which will be once in 3 or 4 months is invariably done to eliminate the possibility of human errors and to make sure operation and maintenance are done as per the manual.

2.      AMC service: After the warranty period is over, the customer is encouraged to enter into an Annual Maintenance Contract, which could be comprehensive or non-comprehensive. The terms of the contract will stipulate the frequency of the visit, what has to be done during the visit and what spares, if any, have to be supplied from time to time.

3.      Emergency call service:  There may be occasions when an emergency visit is called for. This may be mostly to do with the operation and maintenance of the incinerator and would be a pointer in the direction of training. The training provided thus far might not have been sufficient, which means a review of the training and the areas of doubts and miscommunication. Normally emergency visits are required to be made within 24 to 48 hours. If the customer is at a short distance away, it is worthwhile making the trip. If the customer is far off or in a different country, thanks to technology, it is possible to make a video call to understand the problem and rectify the issue.

Haat has been providing service to all its customers covering over 550 installations world-wide to ensure the incinerators supplied are put to proper use. Some of the appreciations received from the customers are available here – Haat Testimonials. It is important to embrace brickbats along with bouquets as client feedback is paramount to resolving their problems and to improve the quality of our incinerator service.