Case Study 6: Customer Service
Company: Yacht Owner - USA
Situation
A Yacht Owner hadn't used their Steelhead SM1500 crane for a year. It was their first outing of the season, they'd just launched their tender and were stowing the crane again.
Problem
Every time they tried to retract the boom, the rope lowered to the deck. They couldn't find the accompanying user manual that came with the crane to check the stowing procedure.
Solution
The Yacht Owner called Steelhead customer service who discussed the details of the problem and asked him if he had hung the weight on the hook before retracting. Steelhead referred to the user manual instructions, learned the customer had misplaced their original manual. and emailed them a .pdf version of the manual.
Customer Service then walked him through the stowing procedure on the phone.
Results
The Yacht Owner was able to get immediate help from Steelhead, stow the crane right then as needed and received another copy of their user manual with no charge or delay.