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BendPak UAEUpdates to Service Center Program
Dear Service Team Partner,
Thank you for taking time to respond to our recent survey. Please accept the JackPak™ as our gift to you for taking time to answer the canvass. It should have arrived by now or is enroute. (Note: our service center feedback survey and JackPak offer is now closed.)
There is a saying that customer experience is the true brand differentiator. I cannot agree more. In recent years, the BendPak brand and business has continued to evolve and grow. One thing we do not want to lose sight of during our progression, is the expectations that you as a service provider demand and expect. We may have taken a few missteps in recent months, but another chapter in BendPak’s amazing journey is already in motion.
New Service Center with Increased Efficiencies
Although construction took longer than expected, our new customer service center has expanded – big time, along with newly planned efficiencies and communication. ”Why don’t you guys just hire more people?” Of course we heard you, and sure, that might have sounded like an easy answer to a complex problem, but it proved a more challenging than you might expect. We had no place to sit them. Now we do.
Customer Service Calls - Returning to LIVE Answering Soon
When we initiated the ticketing system last year, we required admin personnel to take a message first regarding all service matters. It was a necessary measure to ready us for the upcoming customer service office expansion and departmentalizing of technician roles. Now that our staff and ticketing-system has been refined, we are ready to return to answering live calls being handled by live techs. By the end of next month, when you call to speak with a service rep, you’ll get a service rep. No more receptionist first then having to wait 24-48 hours for a return phone call. We will do our best to pick up your phone call immediately when you do call, but please be patient as we continue to refine our efficiencies.
Meet Your Dedicated Product Specialists
We've Increased Labor and Mileage Rates
Beginning July 1, 2019:
- BendPak will be raising our hourly labor rate from $70.00 per hour to $80.00 per hour.
- Mileage rate will be increasing from $0.80 per mile to $0.90 per mile.
Due note that there are guidelines for submitting warranty claims. Be sure to review all documents that outline proper procedures for submitting warranty claims.
Improved Packaging
As an ongoing effort to mitigate shipping damage, we are continuously refining the way we do things. Below are some impressive facts that we are eager to brag about.
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Last fall, we completely overhauled the way our four-post models are packaged and shipped. In the last six months, reports of freight damage on our 7K and 9K four post lifts has decreased over 80%.
BendPak's new four-post lift packaging
Close-up of the new four-post lift packaging -
Our two-post lift models have also had packaging upgrades. Along with extra heavy-duty cardboard, we heat-shrink wrap each lift in super thick 3mil plastic.
BendPak's new two-post lift packaging
Close-up of the new two-post lift packaging -
All low-rise lift models now too ship in wooden crates. Even though our low rise models typically did not see significant damage due to their small stature, our investment in the wooden crates has proved a huge gain when it comes to customer approval and BendPak’s confirmation of quality. Just like our low-rise lifts, all 4-post rolling jacks also ship in wooden crates.
BendPak low-rise lifts now packaged in wooden crates
4-post bridge jacks are also packaged in wooden crates -
Our Autostacker went from a heavy cardboard box, to a full wooden crate.
Autostacker parking lift packaged in wooden crates
Campus Tour
BendPak has been proudly manufacturing in Southern California since 1965 and has undergone many transformations since our early beginning. Realizing our most recent plant expansion that is expected to be competed by spring of next year, the total floor space at our manufacturing and shipping campus will span nearly ten acres and 200,000 square feet. As a result, BendPak now has one of the industry's largest inventories of automotive service equipment and spare parts and can ensure 93 percent same-day shipping on most orders.
Take a glimpse of our current facilities (pdf - 12mb)
In closing, I want to personally thank all of you who took time out of your busy day to share your thoughts. There is another saying in business that goes something like this... ”the greatest thing in this world is not so much where we stand, as in what direction we are moving.” I promise that BendPak will always be moving onward and upward.
Sincerely,
Dave Shedlock
Director of National Accounts
Phone 1-805-933-9970 x 110
Mobile 1-805-207-8836
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