When you buy specialty tube components, you want to be reassured that you’re spending your money on something that will last. But if for some reason it doesn’t, it’s just as important to know you can reach out to the manufacturer for support.
That’s where warranties come in. A foundry’s warranty is an extension of their customer service and a sign of the quality they are willing to stand behind. In truth, there are six things you should expect in every warranty:
- Communication with a real person
- Customer collaboration
- Clear steps in the process
- Fast timeline for a resolution
- Shift in manufacturing process
- Lifetime support guarantee
We’ll detail them below, but first, let’s take a look at what a lifetime warranty looks like in action.
The claim, the follow-up, the happy customer
Here’s an example of what should happen when a customer calls in with an issue that requires a warranty claim:
A Spuncast customer called us when they found a crack in not just one but two of their metal tubes – both in the same machine. It was a highly unusual event because we had manufactured this tube for them many times before without incident. We immediately got to work, starting with a thorough discussion about the issue with the customer.
As we gathered more information, our engineers began to suspect that the tubes in question might be affected by their environment.
After more investigation, we discovered that the machine with the tube failures was enclosed and surrounded by a particular type of gas. It turned out to be a type of gas that would cause a breakdown in the tube material.
Resolving the issue meant creating a slight change in the material’s chemistry using a variation in heat treatment. Once that was done, the new tubes held up without fail, and the machine ran smoothly.
By relying on a predictable warranty process and our valued relationship with our customer, we were able to uncover and resolve the issue. If you want a similar positive experience, look for these six things.
1. Communication with a real person
For the longtime Spuncast customer above, communication with a real person was critical in uncovering what was behind the tube failure.
The engineer they spoke with was well aware of the tube and its role in the machines it was made for.
Without a reliable and consistent line of communication during the entire process, crucial details may have been overlooked. Because they could talk with someone at Spuncast who knew them and their product, there wasn’t a lot of backtracking that could slow things down.
2. Customer collaboration
Creating a good structure for encouraging collaboration between the customer and manufacturer in responding to claims ensures a better result.
In this case, because the customer provided the necessary information, our team could focus on the environment where the machine operated.
“It’s really important to involve the customer when we need to troubleshoot any issues,” Rob Kluz, Spuncast Quality and Safety Director, said. “In this case, it was essential because we had created this part for them close to 100 times before, and why this one failed was a real mystery.”
3. Clear steps in the process
You shouldn’t have to guess what comes next when you’re waiting for a problem to be solved. That’s why, during each stage, the Spuncast team made sure to let the customer know where we were in resolving the issue.
But the right solution is never one size fits all. It should cater to the problem specific to your part.
At Spuncast, the warranty process includes:
- Gathering information about the customer and their issue
- Determining if a new component is necessary and, if so, processing an order
- Determining if onsite service is required and, if so, scheduling an engineer visit
- Following up with the customer to ensure the issue is truly resolved
The warranty workflow may not always follow this path perfectly (e.g., if the wrong part is identified or if a second trip is required by the engineer). But you should get an overall consistency in the process.
It was methodically working through each step that led our engineers in the right direction.
4. Fast timeline for a resolution
A fast timeline means you’re not left waiting for a decision. Rob says you should expect most issues to be resolved within 3 to 4 weeks.
Some of that time should be spent testing the material, the design, and the foundry processes to be able to pinpoint the reasons the issue occurred in the first place.
At Spuncast, resolving any part issues always includes a metallurgical test on the material. For this customer’s tube, the metal tests were the reason we uncovered an environmental material incompatibility.
“Because we found the physical characteristics of the material was the problem, we modified the heat treat cycle slightly to get a different range of hardness that was specific to that environment,” Rob said.
5. Shift in manufacturing process
After the issue is resolved, you should see a shift in how your foundry manufacturers your parts in the future.
Because of the Spuncast teams’ investigative work and our relationship with the customer, we were able to methodically work through the issues and fix the problem as quickly as possible. And afterward, we could update our processes for future tube orders to include both the application and the environmental considerations.
“We try to be more of a solution center even when it’s not one of our products, but they still need our expertise,” said Rob. “Our goal is to be a trusted partner that our customers can always turn to for help.”
6. Lifetime support guarantee
Many manufacturers don’t want to talk about a warranty. But it’s a discussion you won’t want to let slide because if an issue is discovered, you may find yourself in a process completely stacked against you.
Spuncast’s warranty keeps the customer relationship in mind and protects you from any foundry defects for the lifetime of that part. Foundries that shy away from a lifetime warranty may not prioritize the customer relationship or the work that goes into each piece.
“We stand behind our products no matter what the age or no matter what the problem is,” Rob said. “We’re here to help solve the problem, not just get out of the warranty claim.”
The Spuncast team has been in business for over 45 years, and we bring that experience to every order we receive. That’s why we can offer such a solid guarantee. You can trust you’ll have a robust part manufactured with the right material and that it will hold up from start to finish and way beyond.
