Overview of the Issue:

A well-known manufacturer of plumbing products found themselves in a dire situation as their existing service provider failed to respond promptly to a critical issue with their cooling system. The initial diagnosis proposed by the service provider indicated a substantial refrigerant leak, necessitating a costly replacement of the condenser coil.

This predicament led the manufacturer to seek a second opinion from ICS Cool Energy, driven by dissatisfaction with the incumbent provider’s response time and the potential financial burden of the proposed solution.

Solution Provided by ICS Cool Energy:

Recognizing the urgency of the situation, ICS Cool Energy’s service team swiftly mobilized and conducted an on-site evaluation. Confirming the existence of a leak, the technicians took a proactive approach by suggesting an immediate on-site repair instead of the expensive condenser replacement recommended by the incumbent service provider. 

This initiative showcased ICS Cool Energy’s commitment to providing efficient and cost-effective service solutions. The team demonstrated a comprehensive understanding of the system, allowing them to propose a targeted and timely solution. The ability to assess the situation in real-time and offer an alternative course of action underline ICS Cool Energy technicians’ expertise and commitment to client-centric solutions.

Results and Customer Satisfaction:

Within an impressive three-day turnaround, ICS Cool Energy successfully executed the on-site repair of the condenser coil, exceeding the manufacturer’s expectations. The manufacturer was not only relieved of the immediate issue but also impressed by the level of service and expertise displayed during the project. As a result, they made the strategic decision to establish an ongoing partnership with ICS Cool Energy and benefit from the comprehensive Preventive Maintenance Plans.

Ben Young, service sales leader at ICS Cool energy said: “The successful resolution stands as a testament to our service technician’s expertise at the engineering level — leveraging their in-depth knowledge to diagnose and address complex issues related with the temperature control equipment. This project exemplifies the commitment to operational efficiency we share with our customers, and how rapid response time exhibited by the service team, coupled with providing the right advice, can win the trust and satisfaction of customers.”

ICS Cool Energy Preventive Maintenance Plans 

Available in four levels: ICS Service, ICS Service+, ICS Protect and ICS Protect+, the service packages include over 100-point checks, the usual regulatory F-Gas checks, and a selection of multiple options to ensure the equipment is reviewed over thoroughly and given a clean bill of health. These include:

• In-house water treatment and quality tests that provide a detailed plan to help treat the water and return it to the required quality. 
• Courtesy hire option offering four weeks of critical equipment hire included in the service contract and available at any time during the period of the service contract.
• Business Continuity Plans offering bespoke contingency plans in case an emergency solution is needed. This includes hire equipment and support with infrastructure upgrades to address necessary space and power constraints on site.

With a service level tailored to their application and business needs, customers benefit from the assistance of an extensive team of over 70 fully qualified service technicians that provide 24/7, 365 emergency and planned support across the UK. 

Each Preventive Maintenance Plan customer is assigned a dedicated Service Account Manager. Serving as the key point of contact for all service-related questions and support, the account manager can also provide advice on energy efficiency upgrades of the systems including free cooling, variable speed drives, heat recovery products and other enhancements. 

For more information on ICS Cool Energy complete process temperature control solutions, please visit www.icscoolenergy.com/. 

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