COVID- 19 PRODUCT FIELD SUPPORT UPDATE 03/19/20
In these extraordinary times, we are doing everything we can to keep our valued customers up and running, providing the parts, support and expertise you have come to rely on.
In order to provide continued support, we need to keep our people healthy! With the safety of our employees, our customers, and our community as our highest priority, we are taking the following measures:
Currently, we are not allowing any walk-in customers and are sending parts by mail or pick-up at a designated area outside the building.
We will be limiting the scope of the field work our service techs can provide. Taking a page from the medical community and telemedicine, we are implementing a program of telesupport. Whenever possible, we will diagnose and troubleshoot either by phone or video call. For the limited field work we will still provide, we expect our customers to follow the recommended CDC guidelines for social distancing, sanitizing and keeping people that are sick at home.
PLEASE NOTE: We cannot risk the health of our service technicians and cannot ask them to operate in any environment in which appropriate safety precautions are not being followed. We have given them the authority to walk off any job where they feel the appropriate level of social distancing and sanitation are not being followed.
PHONE & VIDEO CONFERENCE RATES:
$40 per 15 minutes with the first 15 minutes free.
Technicians will be dispatched on a case by case basis as needed. A credit card is required in advance or a PO if terms have been approved in advance.
Herb Knight, Product Support Manager, is working from home. You can reach him at 206-280-1094 or firstname.lastname@example.org
Erich Maser, Electrical Support Specialist, may be reached at 206-817-9422 or email@example.com
Parts Department: 206-286-1817 ext. 1 (Adjusted hours 7:30 – 4:00)
Sales Department: 206-286-1817 ext. 2
Product Support: 206-286-1817 ext. 3
Any other members of the staff who are working off site will have calls transferred to them.
Thank you for your patience and understanding.