Going the Extra Mile for Customer Solutions 

In the dynamic world of industrial equipment, challenges often require more than a simple fix. Recently, our team  faced such a challenge – one that tested our resolve, expertise, and commitment to customer service. When on a sales call at mid-west automobile manufacturer, we managed to help solve the problem before replacing the pump. Here’s a story we’re excited to share with our community.

The Challenge:

A customer approached us with a perplexing issue involving their vacuum pump – a product not originally sold or serviced by us. The pump operated smoothly under no load but struggled under process load, with vacuum levels dropping significantly. This resulted in water being forcefully ejected from the top of the separator tank – a problem that left everyone baffled.

Troubleshooting Journey:

During our visit, we conducted thorough troubleshooting without any change in operating conditions. It wasn’t until Andy, our dedicated Flowserve Technical Specialist, joined the investigation that we found a clue. Air was unexpectedly blowing out from the drain along with water, a sign that pointed us toward the pump’s separator tank.

The Breakthrough:

Prompted by this discovery, we advised our customer to inspect the trap and drain pipe. To our astonishment, we found the trap covered in rust, obstructing the separator tank and causing the unusual ejection of gas and water. After cleaning the separator tank, the system was rebooted and to everyone’s delight, operated perfectly.

The Resolution:

It was a moment of revelation for the team and the customer. The simple act of cleaning the tank resolved an issue that had everyone puzzled. The water spraying, a symptom of the deeper problem, was no longer a concern.

A Team Effort:

This experience was a testament to the power of collaboration, keen observation, and the willingness to go beyond the call of duty. We’re proud of Andy’s insight and the entire team’s dedication to not only identifying a solution but also ensuring the customer’s equipment was back up and running without the need for a costly replacement.

Lessons Learned:  

Every challenge brings with it a learning opportunity. This situation has been thoroughly documented and will serve as a valuable resource in our ongoing efforts to provide expert, customer-centric service.

We extend our heartfelt thanks to the customer for allowing us the opportunity to assist and for their active participation in resolving the issue. It’s moments like these that reinforce our commitment to putting our customers first and solving problems together.

Celebrating Collaboration:

To our incredible team, and to customers who trust in us to find solutions – thank you. Here’s to many more successes and learning opportunities ahead!

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