To: All Alliance Laundry Systems’ Customers From: Technical Support Topic: Troubleshooting Support Policy Effective May 1st, 2015
Alliance Laundry Systems has always been focused on improving the quality of the products we manufacture for our valued customers. These efforts have resulted in robust, industry-leading designs that have greatly increased our products’ life expectancies.
Alliance Laundry Systems’ technical support occasionally receives calls related to products manufactured more than 25 years ago. Providing technical assistance for this older equipment is difficult because of the undocumented, after-market modifications that have often been made.
To continue our mission of providing Customer One service to you, Alliance Laundry Systems is establishing a troubleshooting support policy. Effective May 1st 2015, Alliance Laundry Systems’ technical support will no longer provide troubleshooting assistance for machines manufactured 25 or more years ago. If a call is received requesting troubleshooting assistance on a product that was manufactured 25 or more years ago, we will refer the caller to you, the distributor, as a candidate for a new sale. However, if a caller requests service parts information from technical support, we will assist the customer only if the customer’s model number is available in Parts Connection and if the service part the customer has requested can be purchased from Genuine Parts.
This troubleshooting support policy offers several benefits to you and your customers. Because of this policy, we expect to be able to answer technical support calls faster. Additionally, discussing equipment replacement options with customers as an alternative to troubleshooting older products is an excellent opportunity for your sales team to reinforce the time management and energy efficiencies that are available with Alliance Laundry Systems’ current products. We appreciate your cooperation with the troubleshooting support policy and look forward to working together toward its successful implementation.
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