Since the company was founded in 1963, Townley has been known for its excellent customer service and attention to detail. Those commitments were made especially apparent in a recent interaction one of our customers had with the MSP Submersible Pump team.
The customer, a multi-national phosphate producer, contacted their account representative at Townley to let them know one of their MSP submersible sump pumps at a North Carolina facility was experiencing issues and needed repairs. During the call, our representative noted that the sump pump was critical to the company’s operations and they needed it back as quickly as possible. The customer, who was scheduled to tour Townley’s Florida facilities later in the week, offered to transport the pump with them and leave it for repair, anticipating a turnaround time of a few weeks.
The customer’s account representative, realizing how critical the pump repair was to their success, got to work to ensure the repair time would be as minimal as possible. The following is a timeline of the expedited repair process:
Wednesday: The customer’s account representative arranged the transfer of a brand new pump motor and parts to the pump shop to be staged and ready in case they were needed during the repair process.
Thursday, 4 p.m.: The customer arrived from North Carolina with the pump. Townley unloaded the pump and began its evaluation.
Friday, 7 to 8 a.m.: Members of Townley’s submersible pump team inspected and disassembled the pump. The origin of the pump issues—wood debris lodged in the impeller vanes and smaller trash inside the pump—were identified and removed. It was determined that the blockages caused a restriction in flow through the impeller, resulting in motor issues and loss of output.
Friday, 9 a.m.: The customers began their tour of our Florida facilities while their pump was examined and repaired. New pump parts were installed and the motor was tested. Finally, the pump was placed in Townley’s immersion test tanks to verify that it was meeting proper flow and pressure parameters.
Friday, 10 a.m.: The repaired and tested pump was loaded back onto the customer’s trailer, ready for their departure later that day.
Thanks to the hard work and ingenuity of the Townley team, our customer’s pump was delivered, diagnosed, and repaired, all in less than 48 hours! This outstanding customer service led to a very happy customer and much quicker turnaround times than they had initially anticipated. Are you ready to experience the Townley difference? Contact us today to learn more about how we can serve you!