This article is meant to assist those who call into Farnham Equipment Company (FEC) for emergency assistance on their equipment. In this article, we aim to convey what factors contribute to an ‘emergency call’ and what customers can expect from our Service Department when we receive these types of inquiries.
A Common Request
Farnham Equipment Company receives calls from customers all the time when they are in a crisis. In many instances, we receive more or less a situation similar to the one below:
FEC: Thank you for calling Farnham Equipment Company, how can we help you today?
Customer: My bleachers broke down and won’t open. We have a game in less than 5 hours and need them open for our team. What can you do for us?
FEC: Thanks for letting us know. Where is your school located?
Customer: We are located in (XYZ).
FEC: Okay, let me connect with our team and find a technician that can stop by that is in the area.
Customer: Thank you so much.
The situations can be numerous when a customer calls in distress – bleachers not opening, bleachers not closing, basketball hoops not coming down or going up, scoreboard malfunctions, to name but a few. Many of these ‘emergency calls’ require urgent attention, as often, the school or customer has a specific window to get their equipment corrected and need immediate help. Emergency calls are handled uniquely in FEC’s database, with a specific protocol to match the urgency these calls have.
The key for FEC being able to perform these emergency calls is the area of coverage we have within the state thanks to our in-house technicians. With a large in-house team of qualified personnel, FEC is able to have an installer on site within hours, instead of days or weeks like other companies would offer for an emergency like this.
To summarize, what constitutes an “emergency call”. If the customer says it’s an emergency and there is something urgent needing repaired or serviced on their equipment, it’s treated as an emergency for FEC and placed on a high-priority list to get someone into the facility to resolve the issue within hours. Below is a quick snippet from FEC’s Director of Operations, Rocky Baker, emphasizing this exact point.
