Hi, let me tell you a story that, besides being a bit funny, illustrates just how valuable good technical support can be.
A few months ago, I was visiting a workshop where we had sold American-made replacement parts for a Caterpillar 3306 engine. It was one of those old-school shops, with over 40 years of experience and professionals who had seen it all. Despite how busy he was, the head mechanic, Toni (name changed here), took a moment to show me around.
He shared a motto of theirs: “We don’t fix anything we haven’t taken apart first; it saves us from a lot of headaches.”
All was in order until we got to the 3306, where my replacement part was installed. I took a closer look and noticed something didn’t add up. I asked him, “Toni, why did you leave out the engine ferrules?”
He looked at me as if I’d just spoken in another language. “What do you mean? Are you sure they need to be installed?” I held back a laugh and told him yes, and that if he didn’t, the engine would be back in his shop in a couple of weeks.
“Joaquín, thanks a ton! You’ve saved me from a pricey disaster and an angry client.”
As I was leaving, I said, “Hey, Toni, one thing I don’t get. How did you miss that when taking apart the engine?” He gave me a look that said “you got me” and admitted: “Because it’s a mess I'm sorting out for a friend; he brought it to me completely disassembled… and I couldn’t say no!.”
So, you know what to do. If you need American replacement parts and technical support from people with over 30 years of experience visiting workshops, click here.
You won’t regret it!
