Case Study 4: Customer Service
Company: Yacht Service Center - USA
Situation
A Yacht Service Center had just installed a Steelhead crane on a new yacht. The mechanic connected the hydraulic lines, made the electrical connections and powered-up the crane.
Problem
The yacht crane luffed up, the boom extended and then became stranded in the extended position and wouldn't move.
Solution
The mechanic called Steelhead customer service who got the details of the problem and told the mechanic that he had the pressure and tank lines mixed up. He suggested reversing those two lines and trying it again. The mechanic called back in a few minutes, now a bit embarrassed, and the crane was working great!
Results
The Service Center mechanic was able to get quick help from Steelhead and get the installation working perfectly in a few minutes.