D
dbzman
What would you say that the service part of 7.5, "Production and Service Provision" applies to?
Service after the sale?
Thanks!
Mike W
Service after the sale?
Thanks!
Mike W
What about repairs to the product? How do you handle that? Isn't that service?Cari Spears said:Here's the exclusion statement from our manual:
7.5.1.5 - Control of Service Operations: Thread-Craft does not offer post-delivery services; however, our highly experienced staff of customer service representatives can offer expertise, on-site if required, once the product is in use. Instructions, verbal or written, for installation, operation and routine maintenance of Thread-Craft products can be provided upon request.
We don't go to the customer's shop and ensure that our ballscrew is being properly lubricated, but we can tell our customer - if they need to be told - that they should ensure proper lubrication and they should frequently inspect the wipers, blah, blah, blah. If a customer is having a problem with our ballscrew, we can send a technician out to check out the problem and see if we can help them out. If it is determined that our ballscrew is the problem, it is returned under warranty - which is controlling nonconforming product - not servicing.
When we repair an item we did not make - or one that we made but its warranty has expired - then that is a service we provide. Sometimes it is not repairable and we have to make them a new one though - so it's manufacturing too. If we are repairing an item we made that is still under warranty - then no, it's not service - it's reworking nonconforming product.Al Rosen said:What about repairs to the product? How do you handle that? Isn't that service?