Warning over unauthorised third-parties offering service support
17th June 2021
After a spike in third-party companies canvassing fleet operators who use Merridale pumps and fuel management systems, Merridale is highlighting the potential risks of dealing with unauthorised maintenance service providers.
As a manufacturer, rather than just a distributor, Merridale says it has a total commitment to the life of its product and not just the sales process. Commenting on recent issues with unauthorised third parties, Merridale sales director Stephen Hannan said: “Our concern, of course, is that these may be just the tip of the iceberg and there could be many other cases where performance has been compromised by poor service support.”
One customer was sold a ‘new’ processor board for £1,600 by an unauthorised vendor and, after approaching Merridale for technical advice, found they had been supplied an obsolete board, which was already more than 10 years old. “A new board purchased directly from Merridale, and to the latest build standard, would have been considerably cheaper,” Mr Hannan said. Fortunately, the customer managed to obtain a refund and Merridale has since supplied updated hardware and an enhanced system using web-based reporting.
Merridale equipment is designed to support reverse compatibility and all equipment currently in service is fully supported and can be upgraded if necessary, to meet new operational requirements. Many Merridale installations are still operational with 10–20 years of reliable service life.
“There is a third-party out there, who are not approved by Merridale, misleading people into believing their existing Merridale installation is obsolete and no longer supported because they have a vested interest in the sales of their own system,” continued Mr Hannan.
Another incident saw a Merridale commercial pump fitted with a counterfeit meter. Although the component was claimed to be equivalent to the original equipment, its performance was noticeably below standard. The customer has now registered with Merridale for ongoing service support.
All Merridale products are designed to achieve a minimum life of 10 years and meet strict ATEX standards. On the rare occasion that an emergency repair is required, Merridale’s service team always has genuine Merridale replacement parts available. As well as having a typical response time within two working days, it successfully repairs over 95 per cent of its callouts without needing full system replacements.
Furthermore, to help avoid any unwanted or surprise bills, Merridale offers two annual services. With Merridale Care, for a small annual fee, customers can benefit from inclusive service calls for wear-and-tear repairs, with costs of parts, labour, and travel covered, as well as receiving priority attendance. The professional on-site inspection and calibration service, Merridale Protect, helps to reduce unexpected breakdowns and improves system efficiency, which in turn increases the equipment’s operating life.
Mr Hannan concluded: “If you have any doubts about the credentials of your service support provider or the advice that you are getting concerning upgrades to your Merridale equipment, please do not hesitate to contact our service department.”
