The company core value is to clarify any issues quickly.

A pump is a vital, yet often overlooked component. Whether the pump is installed on a ship or on shore, a breakdown, a leak or a completely different issue must be solved quickly.

 
Service Manager Per Gudmand Jensen

“Our approach on complaints is built on our company’s core value, which is clarifying any issues quickly and thereby avoid further damages on the pump. We strive to answer all complaints within 24 hours" Service Manager Per Gudmand Jensen says.

"All new pumps, with no exception, undergo a performance test before leaving IRON Pump, and this is our guarantee that they will live up to the specifications defined by the client and that they are working 100 percent. The most common errors usually occur during installation and in the commissioning process. Of all complaints received in a year, only few concern pumps within the warranty period.

When we receive a complaint regarding spare parts sold for an older pump, we help track whatever could be the reason for the error. This is part of our after sales policy”, Per  explains and continues “It gives the customer a sense of security when it comes to their pump. Unfortunately, we often see damages on an otherwise well-functioning pump, caused by the use of non-original spare parts. This increases the risk of damage to both pump and engine. In turn, it adds greater risk of more frequent stoppages with the consequence of massive losses for the shipping companies. The quality of the material has shown to be poorer, and the service life will also be shorter".


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Impellar coating

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Impellar balancing


» I understand how it can be tempting to achieve a small saving here and now, but the consequences can be fatal, and I am sure that non-original spare parts are more expensive to use in the long run «- Per Gudmand Jensen, Service Manager

 

"It is interesting to see if the customer logs the service intervals and usage of non-original spare parts versus our original spare parts, as well as the time spent servicing the pumps. I understand how it can be tempting to achieve a small saving here and now, but the consequences can be fatal, and I am sure that non-original spare parts are more expensive to use in the long run.

We guarantee that our pumps and spare parts are of the highest quality, and if there is a shred of doubt, we take on full responsibility. But again, we also want to help the customer find out why there is a problem. It could be factors such as the pipe design and operating conditions that challenge our pumps. In this case, we are happy to help uncovering the problem and come up with suggestions to correct the issue, if possible. In some cases, this will also result in a visit onsite, examine the conditions for our pumps.

With our history, we have plenty of experience to go around. When we receive a complaint, we have a comprehensive knowhow catalogue at hand. This means that our customers will not only experience a solved issue, but we also work to prevent future breakdowns. There is often a cause of the problem, and we go to great lengths to find the explanation” Per Gudmand Jensen finishes.


 

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 Fair complaint procedure