In 2015; one of our privilege customers procured an Automatic Total oil and Grease (TOG) & total petroleum hydrocarbons (TPH) tester model Era Check, instrument was running perfectly for more than 3 years, customer started to experience some abnormal problems due to the damage of some critical parts, Petro technologies took the immediate action by repairing the unit at the shortest, however due to some critical parts needed to be order from the factory and since we always take the ownership of our customer’s workflow, therefore we did ship one of our available Demo units to be used while the unit under repair gets back to service, in few weeks unit was back to service and customer was happy, unfortunately and after almost another 2 years and as exceptional case unit started to breakdown in frequent basis, immediately and after almost 5 years of instrument procurement petro technologies has decided to replace the unit by a brand NEW unit of the latest model Era Check Eco according to latest available international standards ASTM D8193 Method at NO cost to our client and finally we have a fully satisfied Client!
Saudi Aramco as one of the leading petroleum and petrochemical companies around the globe and major customer of ours, One of Aramco plants has an old XOS MWDXRF analyser procured from us several years back for the critical trace sulfur analysis in hydrocarbons, after almost 5 years troublefree operation this unit required repair and customer was relying on this unit in their certification and it was really horrible situation to customer to have this unit out of service even for single day, since we realized how its important to our customer to have NO down time especially for such critical analysis, we had immediately ship a Demo unit to run at customer laboratory till the other unit gets repaired and made sure our client analysis never got compromised , customer was very satisfied and had appreciated our exceptional initiative and support level , few months later this exceptional support paid off and customer ordered 2 NEW units from us!
One of our Key export Customers had a missing instrument in their laboratory for the Filter blocking tendency (FPT) pf Diesel fuel test according to ASTM D2068 , they have 3 ships travel monthly to their Client and since this test was mandatory for the diesel product certification to such customer, they had to pay short of penalty charges to their client which is worth $$$, customer has decided to procure the necessary instrument but unfortunately standard procurement process is a quite lengthy and might take 2-3 month from date of initiation, customer has shared with us his dilemma and in 2 weeks time we had upfront supplied customer Our unique stanhope seta MFT unit according to ASTM D2068 followed by professional successful installation by one of our support team and customer was able to perform analysis as per the agreement with their client saving lots of money and we got the unit ordered by customer in 3 month time, finally we had a very happy customer and we both never forgot such unlimited level of support !
One of our international customers has had a service issue in one of their critical devices belong to our cannon Instrument product’s portfolio which was for some reason troubleshooted by an unauthorized and untrained engineer from one of the other known service provider’s , unfortunately the problem was defined wrongly and such engineer advised customer to procure a very costly part to get the instrument repaired and back to service, customer has approached us to procure this part, despite it’s an after market sales opportunity for us, but we have preferred to send our engineer to have a look at the instrument before we accept to submit our commercial offer, our well trained engineer was able to fix the problem on spot and instrument was back to service on the same day with zero cost to our customer, we were so happy being able to get customer workflow uninterrupted and to save our customer significant investment , on other hand our client was very grateful to us and this has strengthens our business relationship.
A key international lubricating oil Additives Client has procured our Cannon Instrument fully automatic Kinematic viscosity tester CAV 4.2, after 3 years of trouble free operation, customer has got a little service issue which required a spare part replacement to get the instrument back to service , despite the instrument was out of warrantee , but since such customer has realized the unique difference between our CAV 4.2 and all other existing Viscosity devices available in the market and has decided to procure our instrument during the purchase process, therefore and as usual in perfect collaboration with CANNON we have decided to take the ownership and replace this part as goodwill, customer was so happy from our approach and again we have got another loyal customer added to the list.