As a power generator specialist that caters for every aspect of emergency and temporary power solutions, Genertech Power Solutions Limited relies on loadbanks to deliver reliable service and solutions for its customer base. When the company encountered an issue with two units in their fleet of loadbanks, they turned to the Crestchic service team for support.
The two 700kW loadbanks developed a software issue that impacted their functionality. Having been in the Genertech business for some time, the loadbanks were no longer covered by their warranty. However, with three critical deployments scheduled for the following Monday, Genertech needed an urgent resolution to avoid disruptions to their operations.
Despite the out-of-warranty status, the Crestchic service team responded immediately. They started by undertaking a rapid remote diagnosis, with engineers guiding Genertech through a thorough remote diagnostic process. Within minutes, Genertech received a software update and step-by-step installation instructions.
When issues persisted, a second Crestchic engineer dedicated the remainder of the day to further investigate and troubleshoot the problem over the phone. After diagnosing a hardware issue, the engineer voluntarily opened their headquarters on a Saturday morning to ensure a swift fix.
Ian Casson, Service Manager at Crestchic explained, ”The customer contacted us on a Friday after having a couple of communication issues with their two loadbanks. They’re a few years old now and haven’t been in for service, so we suggested that they updated the internal software. As the customer needed them for a ‘high profile’ test the following week, we suggested the best course of action would be to drop them into us on the Saturday morning, so we could complete the updates.”
As part of the upgrade, a new processor was fitted, the loadbanks were upgraded to the latest software, and they underwent a thorough round of testing.
Keith Dimelow, Managing Director at Genertech Power Solutions Ltd commented “We reached out to Crestchic for some product support, and boy did they deliver. Since our first dealings with Crestchic Loadbanks we have been blown away by their level of service. These guys are a great example of how customer service should be done and as a result they are guaranteed our repeat business.”
Thanks to the swift response of Crestchic’s service team, and their commitment to working “out of hours” to get the job done, Genertech’s units were fully operational in time for their critical Monday deployments.
