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Wed September 16, 2009 - National Edition
Users of heavy equipment like excavators, backhoe loaders and telescopic handlers will say that keeping their machines up and running is a top priority. Heavy equipment manufacturer JCB understands that need for productivity. As a result, JCB’s North America customer support team has achieved a major service goal by delivering 95 percent of parts stock orders early or on time for the past 17 consecutive months.
In North America, JCB parts are shipped from distribution centers located in Burlington, Ontario, and at the company’s North America headquarters in Savannah, Ga. Mike Werner, vice president of customer support for JCB North America, said that his department is making considerable strides toward correcting a major misconception about JCB and its machines.
“Because some JCB machines are manufactured in Great Britain, there are people in Canada and the U.S. who mistakenly believe it’s difficult to get JCB parts within a reasonable amount of time,” Werner explained. “In today’s global economy, our typical North American stock order is filled within seven days or less, and machine down orders are delivered to the dealer within 24 hours — that’s even faster than industry standards.”
Werner went on to describe another example of JCB’s ongoing commitment to on-time parts delivery — the new 48-hour guaranteed parts program. This initiative ensures that parts on the mandatory stock list for JCB backhoe loaders and Loadall telescopic handlers will be available to customers at their local dealerships within 48 hours after placing their orders.
“In the extremely rare instance that a part on the mandatory stock list doesn’t make it to the dealership within 48 hours, that part and any associated shipping costs will be free of charge,” Werner said. “That’s how confident we are in our ability to provide these parts on time. We don’t just say that our service is good; we back it up with a guarantee.”
For more information, call 912/447-2000 or visit www.jcbna.com.
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