Our Customer Service Commitment

Posted on Tuesday, March 3, 2015 in UEA Blog

Customer service has always been a way for a business to differentiate itself from its competitors, but in the past few years it has become one of the highly-stressed requirements by the so-called business consulting gurus. Dozens of books, seminars and classes can be purchased and attended to help learn how to make your company stand out and provide your customers with more than they expected. Customer service includes everything from the first contact made by a prospective customer to on-going, better than expected service once the company becomes a customer.

Since our founding, more than 60 years ago, UEA has been a customer-oriented business and the customer has always been the first concern. A phone call to UEA has always been answered by a friendly voice, during normal business hours, and not a computer controlled answering system that may require several steps to get you to someone to actually talk with. It is always the goal to respond to phone calls immediately if the correct subject expert is available or to return calls as soon as reasonably possible.  Emails and faxes are expected to be handled in the same manner. This includes everyone at UEA, from the company president on down and it might be a response as simple as a request for an update on a current order or possibly a lengthy technical discussion on a potential new slip ring, shift control, cable reel or fluid swivel.

Continued good service after a request for quote is received includes a fair price and an accurate expected date for the shipment of product. UEA has installed a new ERP system within the past year with two of the prime goals being to provide more accurate promised ship dates, as well as better scheduling capabilities for the fabrication and assembly of components to better meet those promised ship dates. Shipping goals can be a challenge at times as an additional long-time UEA customer service goal has been to try to provide replacement slip rings, cable reels or shift controls within five working days for a customer that has a breakdown situation and needs to get up and running as soon as possible.

Long-term support of UEA products began at the inception of UEA and continues to this day. Very few UEA products have become obsolete over time and only those for which the original components or reasonable replacements are no longer available. If the situation allows, UEA also offers the option to have UEA products sent to the factory for evaluation for possible rebuilding or repair. Once evaluated by UEA, the customer is notified as to the expected repair costs, along with the cost of a new assembly and allowed to decide if they want to repair the existing assembly.

Customer service undoubtedly means something different to each customer, but the UEA goal is to exceed every customer's expectations and to keep improving our service. We encourage everyone to let us know how we are doing.

Brent Jensen
Engineering Manager