Re: [foxboro] Service Agreement

Our site has maintained a pretty comprehensive service agreement with
Foxboro for many years.  Like others have said, it has proven very valuable
to have fast access to a full range of spares without maintaining a large
inventory.  Our Foxboro field service guys are very good and there is an
intangible value to having immediate access to their cumulative years of
experience.  I have been up against a wall dealing with hardware or nodebus
issues in a high pressure startup environment, ran the situation by my
field service guy who said "oh yeah, I saw something like that once at
such-and-such a plant; here's how we fixed it" and saved the day; it is
hard to put a price tag on that kind of help.

In an earlier post, someone commented about TAC not being very helpful or
even up-to-speed.  Maybe my site gets special treatment because of our
large installed base and service agreement, but I have found the TAC folks
to be extremely sharp on some very tough I/A problems.  You just have to
get the right person on the phone, i.e. Juan Gomez or Hugo Reyes.  Anyone
remember working with Lisa Kanakry?  Always a pleasure and the problem gets
solved.  Just recently I was struggling to get an FBM224 to work with a
Japanese PLC.  I know, it should have been a piece of cake but the
addressing in the ModBus transaction configurator turned out to be more
cryptic than I expected.  Hugo took on the problem with me and we had it
solved before lunchtime.  This was a blessing since the Japanese field
engineer spoke about 3 words of English and was flying home to Japan in the
morning.

Just my $0.02.

Mike Adams
Mitsubishi Polyester Film, LLC
Greer, SC USA
864-879-5231

 
 
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