With more stringent requirements and advancing technology, remediation and treatment systems are becoming more complex. Phone Support is often needed to help customers solve difficult problems with products (eg. a malfunctioning level switch) or services (eg. remote telemetry). Recognizing that, due to regulatory pressures, customers need to minimize any system downtime, our Phone Support team can help resolve these issues in a timely fashion. Our aim is to provide a single point-of-contact for technical support issues, thereby reducing the stress and inconvenience of interruptions to system operation.
Customers can contact our Phone Support team by dialing 1-800-420-4056 or emailing techsupport@mleequipment.com. One of our agents will attempt to resolve the issue immediately. Should this not be possible, the agent will initiate a Service Task Order (STO). STOs are a convenient way to track actions, parts orders, shipments, and all communication related to a technical support issue. All actions taken regarding a service issue are entered into the STO, and the customer is automatically copied on every entry.
Depending on the complexity, the support issue may be escalated to other groups within MLE (Engineering, Field Service, Parts) as appropriate. Even with the involvement of multiple groups, all actions are maintained and communicated using the STO.
Due to the large number of MLE Equipment systems currently operating, we employ a triage system for technical support issues. Incoming issues are handled according to the following priority:
- Issues where the system is under warranty; Issues with the customer on site; Requests for change orders
- Issues involving rental systems
- Issues where the system is not under warranty
The cost of Phone Support for a system under warranty is built into the system purchase or rental price. However, the cost of Phone Support for out-of-warranty systems is not, and as such there will be a charge for all out-of-warranty parts and most services. Please follow the links for the complete MLE Equipment warranty, and to view a description of our Return Material Authorization (RMA) procedure.
It is our goal that the name MLE Equipment is synonymous with quality and excellent customer support. Through continuous monitoring of customer feedback and technical support issues, we will achieve and maintain this goal.
