Beyond the Sale: Kentucky Gauge’s Commitment to Customer Support

In the world of manufacturing, the relationship between equipment suppliers and customers should extend far beyond the point of sale. Unfortunately, a troubling trend has emerged where many Original Equipment Manufacturers (OEMs) and machinery suppliers seem to have adopted a “sell it and forget it” mentality, neglecting their responsibility to support their products post-purchase. This means that once the transaction is complete, the support and assistance often dry up, leaving customers feeling stranded when technical issues occur.

For these suppliers, it seems the moment the sale is finalized, their commitment to the customer fizzles out. It’s not hard to see why. After all, from their perspective, there’s little profit to be made beyond that initial sale. This unfortunate reality leaves supporting customers post-sale as an afterthought, if it’s even considered at all. To add insult to injury, some OEMs and suppliers even tack on extra fees for after-sales phone and email support, essentially charging for what should already be part of the package.

Going above and Beyond

At Kentucky Gauge, we reject this “sell it and forget it” mindset entirely. We understand that our responsibility to our customers extends well beyond the point of sale. That’s why we go above and beyond to ensure that our customers receive the support and assistance they need, whenever they need it, before and after the sale.

Our commitment to customer satisfaction is unwavering. We firmly believe that every customer, whether they’ve just made a purchase or have been using our equipment for years, deserves the highest level of support. Our skilled support staff is always on hand to help with everything from installation hiccups to troubleshooting headaches, and everything in between – all at no extra cost to you.

What truly sets us apart is that our dedication to customer support extends to every member of our team, including our sales staff. We believe that our customers deserve knowledgeable and helpful support right from the get-go. That’s why our sales staff aren’t just well-versed in our equipment; they’re also trained to offer after-sales support, ensuring you’re in good hands every step of the way.

In addition to our standard support offerings, we provide a range of complimentary services to enhance the customer experience:

  1. Machine Integration: Our team can assist with integrating our equipment with your machinery, ensuring smooth and efficient operations.
  2. Machine Runoff and Training at Our Facility: We offer the opportunity for customers to visit our facility for machine runoff and training sessions, allowing them to familiarize themselves with our equipment in a controlled environment.
  3. Phone Support: Our dedicated support line is available to customers for troubleshooting and assistance over the phone, with no additional fees or charges.
  4. Email Support: Customers can also reach out to us via email for prompt and comprehensive support, with quick response times.
  5. Video Calls: For more complex issues or demonstrations, we offer video call support, allowing our experts to provide visual guidance and assistance remotely.
  6. Installation: And if you need a helping hand with installation, onsite installation and training services are available.

Machine runoff and customer training

When you choose Kentucky Gauge, you’re not just purchasing a piece of equipment; you’re gaining a dedicated partner committed to your success. We believe that exceptional customer support should be standard, not an upsell. With Kentucky Gauge, you can trust that we’ll be there for you every step of the way. We understand that the true measure of our success lies not just in the quality of our products, but in the satisfaction and success of our customers. Whether you need assistance with installation, troubleshooting, maintenance, or simply have a question about optimizing your equipment’s performance, our team of experienced professionals is here to help.

In an industry where after-sales support is increasingly becoming a rarity, it’s more important than ever for manufacturers to demand better. By choosing suppliers like Kentucky Gauge, who prioritize customer support and stand by their products no matter what, you’re not just investing in equipment – you’re investing in a partner who is dedicated to your success.

Our commitment to unwavering customer support isn’t just a promise – it’s a fundamental part of who we are. Whether you’re a new customer or a long-standing one, you can trust that we’ll be there for you, ready to support you in achieving your goals and overcoming any challenges that come your way. Because when you succeed, we succeed.

“I think their service manager is the best! I deal with several companies and different kinds of machines, but in my experience, I can attest that Kentucky Gauge sales and service support is exceptional. They really care. There are several instances where they went an extra mile to make sure that our production issues are resolved.”

Raghu M., Manufacturing Engineer
AKG North American Operations

Published on March 12, 2024