At Forney Industries, there is nothing more important than providing our customers with an experience they deserve. That’s why whenever problems arise, our top of the line engineering and technical service departments work together to provide unparalleled service for end-users and dealers alike.
When it comes to product returns, the number Forney receives is incredibly low. Forney attributes this to their willingness to help, no matter the problem. They've found that most issues customers experience can be solved with a bit of troubleshooting and helpful tips. In addition to this, Forney also offers a helpful warranty policy.
Jason Mahugh, Director of Engineering and Technical Service at Forney Industries, believes most issues with Forney's machines can be solved with education. “We’ve found that if we can educate the customer more about the machine, we are able to reduce our returns significantly by supplying good technical service. Right now, our warranty rate is about .25%, which is extremely low," he explains.
This is exactly why Forney has made it simple for end-users to connect with trained service technicians so they can help solve a multitude of problems. Forney also understands that sometimes issues are hard to explain, which is why they also offer a Skype or FaceTime option. This allows technicians to see the problem first hand and address the steps to fix it.
Mahugh believes that keeping the line of communication open between engineers, technicians and their customers simplifies the problem solving process. “The reason we want end users to call directly into Forney tech services is because we don’t want them to go through multiple steps of translation. Things can often get lost in translation, especially if they’ve bought a product from a dealer or one of our sales staff," Mahugh explains.
If Forney's technicians find that the machine isn’t behaving properly, they offer customers two options. The first, is take the machine directly to one of Forney's 200+ service centers in the United States and Canada. However, sometimes this can be a lengthy process, which is where the second option comes in. If a machine must be repaired as soon as possible, Forney will mail the customer a prepaid shipping label. This label will directly ship the machine to Forney's warehouse in Fort Collins, CO. After it arrives to the warehouse, Forney guarantees repair within 24 hours of receiving the machine. So rather than going weeks without a machine, Forney can get it back to the customer in a few short days.
Mahugh claims, “while some of our competitors will fix machines, none of them offer prepaid freight. We go above and beyond to help our customers, it’s so important to us.”
Commitment to repairing machines and listening to customer's feedback benefits both the end user and Forney Industries. When a common problem or complaint arises, Forney's engineering department begins developing a solution so future machines continue to be innovative, dependable and even better than the ones before. Mahugh explains, “when we do find a problem with a machine, we have our engineers and technicians right there working together on it so we can immediately address the root cause. Having our technicians and engineers be part of that technical experience makes our engineering department more efficient in designing new machines.”
No matter the situation, Forney Industries strives to maintain a trusting relationship with their customers. Forney wants everyone to know that if you purchase their products, they have your back. Mahugh trusts this philosophy and believes, "in my opinion, we have the best and most customer-friendly warranty and service protocol in the industry."
The number of product returns Forney Industries receives diminishes each day. Even so, Forney understands that things happen. That's why if a return is necessary, they've made the process as painless as possible. If you would like to make a return, please refer to the information on our website.