Since purchasing our reefer last June, we've had two issues that combined have cost us several days of down time and several hundred miles of deadhead to resolve. One issue was a simple manufacturer's defect reparied under warranty. The other kept us from going in for T-Val testing since we knew the reefer would not pass the test until the issue was resolved. Lost T-Val opportunties in that time frame were the result.
While the reefer worked just fine from 0 degrees F to 85F, and we were able to successfully complete a number of reefer runs, we had problems at temps less than 0 degrees. While we could reach and maintain -20F, the reefer would not pull down the temps fast enough to meet T-Val standards (-20C).
That's the bad news.
The good news is we chose Crow's Truck Service in Memphis as our reefer dealer.
Crow's customer service was exemplary throughout our ordeal. Having done everything they could at the dealership level to fix the pulldown problem, short of replacing the entire reefer, they prevailed on Carrier to dedicate engineers to the task and get to the bottom of it. While Crow's was willing to replace our reefer, they wanted to be sure doing so would slove the problem we were having.
We got lucky with a run that delivered to Nashville. When we drove to Memphis the next day, two Carrier engineers with special equipment, flown in from Athens, GA, met us at Crow's. The senior reefer technician at Crow's is Joe. Joe and the engineers spent the day working on our reefer and solved the problem. There was no cost to us beyond those mentioned above (plus fuel and reefer hours used in reefer test runs before and during this visit).
We talked with several reefer owners before selecting our reefer dealer, and interviewed three dealers before selecting Crow's. Crow's came highly recommended by other White Glove operators who had reefer work done there. We priced installations at three reefer dealers. Crow's had the best price of the three.
While a number of dealers who do underbody reefer installations, Crow's does them right. More than once we've been at Crow's when a botched installation from another dealership has been sent to Crow's to make right.
While our reefer was not running as it was expected to and the solution was still unknown, Crow's stood with us, not against us. They believed as strongly as we did that the reefer should be performing better than it was and we should receive nothing less.
Crow's early support when we did not know what kind of fight we might have on our hands was a tremendous relief. While we were not happy that our reefer was not running as well as it should, we were greatly relieved to know that Crow's would be on our side in any reefer fight we might have to get into with the manufacturer.
Once when we were at Crow's, we met another FedEx driver who said, "Nobody touches my reefer but Crow's. If a problem develops, I unflag the reefer with dispatch (take the reefer out of service but leave the truck in to haul dry freight) and it does not get fixed until I get close to Crow's"
Diane and I have not risen to that level of Crow's loyalty, but we're close. Crow's Truck Service in Memphis is a great reefer dealer where the owner, sales rep, service manager and technicians all put their customers first.
While the reefer worked just fine from 0 degrees F to 85F, and we were able to successfully complete a number of reefer runs, we had problems at temps less than 0 degrees. While we could reach and maintain -20F, the reefer would not pull down the temps fast enough to meet T-Val standards (-20C).
That's the bad news.
The good news is we chose Crow's Truck Service in Memphis as our reefer dealer.
Crow's customer service was exemplary throughout our ordeal. Having done everything they could at the dealership level to fix the pulldown problem, short of replacing the entire reefer, they prevailed on Carrier to dedicate engineers to the task and get to the bottom of it. While Crow's was willing to replace our reefer, they wanted to be sure doing so would slove the problem we were having.
We got lucky with a run that delivered to Nashville. When we drove to Memphis the next day, two Carrier engineers with special equipment, flown in from Athens, GA, met us at Crow's. The senior reefer technician at Crow's is Joe. Joe and the engineers spent the day working on our reefer and solved the problem. There was no cost to us beyond those mentioned above (plus fuel and reefer hours used in reefer test runs before and during this visit).
We talked with several reefer owners before selecting our reefer dealer, and interviewed three dealers before selecting Crow's. Crow's came highly recommended by other White Glove operators who had reefer work done there. We priced installations at three reefer dealers. Crow's had the best price of the three.
While a number of dealers who do underbody reefer installations, Crow's does them right. More than once we've been at Crow's when a botched installation from another dealership has been sent to Crow's to make right.
While our reefer was not running as it was expected to and the solution was still unknown, Crow's stood with us, not against us. They believed as strongly as we did that the reefer should be performing better than it was and we should receive nothing less.
Crow's early support when we did not know what kind of fight we might have on our hands was a tremendous relief. While we were not happy that our reefer was not running as well as it should, we were greatly relieved to know that Crow's would be on our side in any reefer fight we might have to get into with the manufacturer.
Once when we were at Crow's, we met another FedEx driver who said, "Nobody touches my reefer but Crow's. If a problem develops, I unflag the reefer with dispatch (take the reefer out of service but leave the truck in to haul dry freight) and it does not get fixed until I get close to Crow's"
Diane and I have not risen to that level of Crow's loyalty, but we're close. Crow's Truck Service in Memphis is a great reefer dealer where the owner, sales rep, service manager and technicians all put their customers first.
