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Texas Enjoying Generator Source's Customer First Approach
We Believe In Good Old-Fashioned Customer Service And Here's Another Case Study Highlighting This Fact

In this modern world, we’ve all seen how good customer service has become rare, even somewhat a thing of the past. It doesn’t matter what industry you look at; you get the basics and prices go up or a company gets your business and then you are forgotten as they chase new clients. Well, at Generator Source, we still believe in good old-fashioned customer service and this approach was highlighted again in Austin recently.

“Last month, I stopped in at a business to see if they needed any help with their standby power,” said Austin Branch Manager Chris. “Before I could get out of the truck, they were knocking on my window, asking if we could assist them with service and look at their generator.

“During the process and talking with the potential customer, we were informed that there was a second location in Houston that also had a generator and that they were looking at potentially adding an additional unit to cover the entire facility for power outages,” continued Chris.
Caldwell-Houston-(Custom).jpg
“We provided a proposal for the Caldwell site and due to hurricane Beryl coming through, it delayed the site visit at the Houston location,” said Chris. “And due to the hurricane, the headquarters found out that the backup generator there was not running and had to be manually started because it did not automatically transfer. They also found out that they needed a battery and the provider that was currently servicing that location took three days to get a simple battery installed.”

After Beryl, Chris was able to get out to the Houston site to meet with the customer and the leadership team about their generator. The sidewalk tour quickly turned into an on-site inspection of the issues, which were noted as needing to be corrected.  

“The battery charger was inoperable, there was a dead battery, the block heater was inoperable, the alternator heater was inoperable, and it still had original OEM oil and fuel filters on the engine after 4-5 years,” said Chris. “The inspection quickly turned into a troubleshooting mission, which we determined that there was no power to the AC outlets. Upon further investigation, it was found that none of the low-voltage wiring had been terminated on the generator or at the breaker panel to supply the unit with the necessary voltage for the accessories.

“We wired and terminated all of the accessories to the correct terminal boards and luckily, we had an electrician on site as a part of the tour since we were looking at potentially adding a larger unit to the facility to ensure that the entire operation could be backed up,” added Chris.

The customer went and exchanged the dead battery that was just recently replaced with a new one and bought a trickle charger for the time being until their battery charger could get voltage, according to Chris. After installing the battery for them and trying to get the unit to turn on it was discovered that the control panels enter button was inoperable.

“With components out on the control panel, the unit would not allow for the acknowledgment of the battery charger fault, low engine temperature fault, low fuel level shut down, and not in auto alarms to be reset,” said Chris.

“Due to these findings and generator needing this attention, the owner and CEO along with the safety and operations mangers terminated the contract with their current service provider and began diligently working on getting Generator Source set up as their preferred service provider for both the Houston and Caldwell locations. They also cut a PO for the repairs needed to get their Houston generator back online properly.”

Generator Source prides itself on doing the job right the first time. We enjoy earning new clients just like anyone else, but our team will never take a client for granted and let a generator fail or become neglected. Now for that panel on the Generac in the photo!

Our field services teams handle annual maintenance plans and communicate with the customer through the entire process, especially when any failures or items that need repair are found.
Learn more about our generator field service options and capabilities in Texas, Florida and Colorado. For the Austin region, click here.    
https://www.generatorsource.com/Services/Local-Generator-Services/Generator-Services-in-Texas.aspx

Call (512) 631-9998 top speak with Chris and the team. They also offer rentals and buy and sell generators too.
For information on nationwide sales, see the current inventory here.   https://www.generatorsource.com/Inventory
If you have a generator to sell, learn more here. https://www.generatorsource.com/Generator_Form.aspx
For rentals, click here.  https://www.generatorsource.com/Services/Rental-Generators.aspx
For service in the other two regions, click https://www.generatorsource.com/Generator-Services.aspx.
 
Story Summary

What sets Generator Source apart from other generator service providers?
Generator Source prides itself on providing old-fashioned, customer-first service. They focus on doing the job right the first time and maintaining strong communication with clients throughout the service process.

What services does Generator Source offer?
Generator Source offers generator sales, rentals, maintenance, repairs, and field services. They also purchase used generators.

In which areas does Generator Source provide field services?
Generator Source offers field services in Texas, Florida, and Colorado.

How did Generator Source demonstrate their customer service in the Austin case?
The Austin Branch Manager proactively visited a potential customer, identified issues with their generator, and provided immediate troubleshooting and repairs. This led to the customer terminating their contract with their previous provider and choosing Generator Source.

What kind of issues can Generator Source address?
Generator Source can address a wide range of issues, including battery problems, inoperable components (such as battery chargers, block heaters, and alternator heaters), wiring issues, and control panel malfunctions.

Does Generator Source offer annual maintenance plans?
Yes, Generator Source provides annual maintenance plans and communicates with customers throughout the entire process, especially when repairs or failures are identified.

How can I contact Generator Source for services in the Austin region?
You can call (512) 631-9998 to speak with Chris and the team in the Austin region.

Where can I find information about Generator Source's current inventory?
You can view their current inventory at https://www.generatorsource.com/Inventory

How can I sell a generator to Generator Source?
You can learn more about selling your generator to Generator Source at https://www.generatorsource.com/Generator_Form.aspx

Does Generator Source offer generator rentals?
Yes, Generator Source provides generator rental services. More information can be found at https://www.generatorsource.com/Services/Rental-Generators.aspx



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