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On February 12, 2007 PTI introduced a new procedure to improve our industry leading customer service and support.
At the center of this new service strategy is a Service Call Center to track and review customer service requests. All customers in need of service will be directed to the Service Call Center where the call will be logged and a unique service ticket number will be assigned. Once the service ticket is issued an available Service Engineer will be assigned to investigate and resolve the service request. All active requests will be continually monitored to assure timely resolution to your service problem.
Where to call for Service:
All incoming calls to the PTI Main Phone Number (616-957-0871) will be directed to the Automated Attendant. For Machine Service press 2. This will direct you to the Service Call Center.
You can also call directly into our Service Call Center (616-285-8338). Calls that are directed to the Service Call Center allow customers a selection to reach our Spare Parts, Service Desk, or leave a Message.
After hours, these menus will allow you to leave a message for Spare Parts or our Service Group to be returned the next business day. Customers will also have the option to leave an Urgent Message that will activate the Service Beeper to solicit an immediate response.
Service Call Center Options:
Press 1 for Spare Parts Orders:
For placing parts orders or requesting parts quotes, pressing 1 will direct you to the Parts Department as normal.
Press 2 for Technical Service:
For technical assistance or requesting field service, pressing 2 will direct you to the Service Desk where an attendant will answer the call (to expedite this process have your machine serial # or BT# available). If all attendants are busy, calls will be queued and answered in the order they are received. If the attendant is not available, a brief message describing the service request can be given. As a minimum, leave your name and phone number to get a return call.
Press 3 to Leave a Message:
Choose this option to leave a brief message regarding the nature of the request and the equipment affected. Please leave your name and telephone number to receive a callback and to obtain a service ticket number.
Summary:
Thank you for your continued support during the implementation of this new Service Call Center. We welcome your comments and suggestions to improve this system. E-mail us at: customerservice@progressivesurface.com
For more information, email:
sales@progressivesurface.com
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