Expert Service – One Call Away

The Problem: 

When faced with an electrical problem that made his 7822DT’s MC module fuse blow during each start, Devin Murdock of Tidewater Environmental Inc. knew who to call: the Geoprobe^® phone support team.

The Solution:

Dedicated Phone Team

Our phone team has eight dedicated rig specialists, better ensuring someone is available to help as soon as possible and for as long as you need.

“The team was very helpful and eager to help me. Bryan [Lorenson, rig specialist] talked me off a ledge a few times. When he couldn’t sit with me, he would tell me a few things to try out and say, ‘Take a break, come back in 30 minutes’. On a few occasions, Bryan reached out to follow up before I even had a chance to call him.”

Schematics

While on the phone, service specialists can access the schematics for your machine, speeding up the troubleshooting process and repairs.  

“I’ve worked with other manufacturer service providers where you can sense a vibe that the person on the phone either doesn’t know the answer or is going through the motions. [Team Geoprobe®] sends specs, diagrams, and whatever else is needed to help resolve the issue.”

Service Notes

Centerpoint keeps a database of past service and phone records. Reviewing notes helps rig specialists understand your machine – and catch details that lead to solutions.

“Roman [Burrows, KSSC manager] figured out that a module fuse also had a connection that was on the gauge, and he remembered I called about rewiring the gauge. A light bulb went off, and 10 minutes later, we diagnosed the problem, and it was solved.”