Using documentation from FORCE Technology, BM silofabrik transformed a customer complaint into customer guidance.
It is never pleasant when customers complain about your products, regardless of whether the complaint is justified or not. However, if you can document that the criticism is unfounded and offer the customer a way out of the problem, then a potentially negative situation can be transformed into a positive one – a fact BM silofabrik in Holstebro discovered when an overseas client complained that a delivered silo showed signs of corrosion.
The silo, which is made from galvanized material, had white stains on the inner surface and the customer suspected that the galvanized steel plates did not comply with the agreed specifications.
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FORCE Technology inspected a similar silo from BM Silofabrik for internal corrosion. |
"The silo in question is made in four different plate thicknesses, all of which showed signs of corrosion. We felt that it was improbable that there should be the same fault in plates of different thickness. Furthermore, we were only able to find evidence of corrosion in those areas of the silo where the forage mass that had been poured into the silo had remained stationery. In areas where the forage mass was in movement, there was no sign of corrosion", explains Claus Martinsen, CEO, BM silofabrik.
Silos for agriculture and industry
BM silofabrik in Holsterbro not only supplies silos to agriculture but also manufactures a great many silos for industrial use - both for the domestic and export markets. The factory supplies silos for nearly all kinds of storage of dried materials.
All complaints are handled with the utmost seriousness. The reasons for this are many: customers are entitled to expect the product they have ordered – to be without faults or flaws. If there are flaws, these must be pinpointed and corrected so they do not reoccur.
BM silofabrik therefore decided to contact FORCE Technology to determine whether the white stains were indeed corrosion, and whether the galvanized plates complied with the stipulated specifications. In addition, BM silofabrik wanted FORCE Technology to offer a possible explanation as to how the corrosion had occurred.
Moisture was the problem
"We received a small piece of the galvanized plate material for analysis and sure enough, our tests under the microscope showed evidence of corrosion. The analysis also showed, however, that the plates had the zinc coating stipulated in BM silofabrik’s specifications. We found no trace of chlorides or anything else that could have caused such corrosion but we had a suspicion that the problem might be due to moisture", explains Jesper Holst from FORCE Technology.
And as it turned out, moisture was the culprit. The customer had in fact filled the silo with animal feed. The feed was still warm when it went into the silo and this caused condensation on the inner surfaces of the silo. It was this moisture that had led to corrosion.
Complaints and information
"Armed with the report from FORCE Technology, we were then able to go back to the customer and document that our materials were not at fault and simultaneously provide the customer with an explanation as to how the problem had occurred. The customer was then able to modify his usage pattern so that future damage was avoided. There is no doubt that FORCE Technology’s documentation gave us credibility and clout when dealing with the customer. And that we have gained a great deal by transforming a complaint into factual information", says Claus Martinsen.
