|
|
 ...with Doug Moyer |
 |
|
Learn more about the "More "Talking Out Loud" articles: Cost vs. Customer Satisfaction (Dan Boylan) Packaged to Protect (Doug Moyer) |
... | Parts Talk Live Packaging Engineering took the opportunity to speak with you on the March edition of Parts Talk Live. On behalf of all the Packaging Engineers, I would like to thank those who tuned in and especially those who phoned in with their questions. I hope the exchange was as worthwhile for you as it was for us. One question concerned the procedure dealers should follow to request that a part be "Packaged-to-Protect", and the answer erroneously given during the broadcast was to contact the local PDC Manager. The correct procedure to order a part "Package-to-Protect" is to call the Parts Assistance Center at 800-241-0385. The Customer Service Representative will discuss with you the nature of the damage, which will enable the shipping PDC to know where to apply additional packaging to ensure your receipt of a damage free part. The information you supply will be entered into the Call Tracker System and you will be given a Problem Number for subsequent tracking purposes. Your order will then be sent to the Traffic Department at your facing PDC, if inventory is available there, or to the next closest PDC with inventory. That PDC will then apply the additional protection according to the information you provided prior to shipment. We hope this process clarification will be of value to you should you ever need to order a part on a Package-to-Protect basis. Of course, our goal in Packaging Engineering is to eliminate this need from ever occurring. But if you experience recurring damage on a particular part, please send us a Customer Concerns Form that is found on the Packaging Website on QCDealer.com. As we mentioned in the broadcast, Packaging Engineering also monitors "Package-to-Protect" orders. We use this input, along with your written concerns and damage claims filed, to direct our attention and resolve your problems. Thanks for your input, and keep em coming. Sincerely, |
| . | . | . |