Posted by Desert Dry Insulation Work UAE
Dear CEO Graco,
I am writing to express my deep frustration and disappointment with the recent service experience we have had with our Graco Reactor 2 machine, which we purchased through your authorized distributor, Innochem UAE. Our company, Desert Dry Insulation, relies heavily on this machine for our operations, and the ongoing issues have resulted in significant disruptions and financial losses.
Over the past few months, we have sent our Graco Reactor 2 machine for maintenance a total of six times, yet we continue to face the same persistent problem. We have incurred substantial costs, approximately 15,000 AED, in replacing multiple parts, and I have attached the relevant invoices to this email for your reference.
Despite the considerable investment in replacement parts, we are still encountering a critical issue with the machine's pressure balance during the raw material spraying process. We have diligently followed the guidance provided by Innochem, changing components such as pump seals, lube oil bottles, spray guns, and numerous other parts, as suggested. However, these efforts have proven futile as the problem persists.
What concerns us even more is the lack of professional technical support available within the UAE. When we initially chose Graco, we were drawn to its reputation as a trusted brand. Regrettably, we have not experienced the expected level of technical support and after-sales service. Our business heavily relies on the PU spray process, and the persistent issues with our Graco Reactor 2 have already resulted in substantial losses.
To compound our frustration, our machine has been in the possession of the Innochem team for the past seven days, and yet they have been unable to identify the root cause of the problem. It appears that they are resorting to changing parts indiscriminately, driving up our maintenance costs without offering a solution.
I urge you to take immediate action to resolve this matter. We need a competent and professional technical team to rectify the issues with our Graco Reactor 2 machine promptly. Our business cannot sustain the ongoing disruptions and financial burdens caused by this situation.
I want to begin by expressing my sincere appreciation for Graco's reputation as a trusted brand in the industry. Desert Dry Insulation initially chose Graco over other options, driven by the confidence in the quality and reliability of your products. However, our recent experience with the Graco Reactor 2 machine has left us deeply disappointed and questioning our decision.
We have encountered persistent issues with our Graco Reactor 2 machine, which has resulted in significant disruptions and financial losses for our business. Despite our trust in Graco, we have been unable to fully leverage the potential of this machine due to the ongoing technical problems we've faced.
As a result, we find ourselves in the difficult position of regretting our choice to invest in Graco over other brands, such as Gama. This is not a position we anticipated when we made the decision to purchase Graco equipment.
To move forward positively, I would like to offer some constructive feedback. We believe that Graco has the potential to provide exceptional products and services, but our experience has highlighted some areas that require improvement:
1. *Technical Support:* We strongly urge Graco to enhance its technical support services, especially in regions like the UAE. A professional and competent technical team is crucial to promptly address and resolve issues, ensuring that customers can fully benefit from Graco products.
2. *After-Sales Service:* Investing in after-sales service is equally important as delivering quality products. Graco should consider developing a comprehensive after-sales service strategy that includes regular maintenance, troubleshooting, and timely support for customers facing technical challenges.
3. *Quality Assurance:* Maintain a rigorous quality assurance process to ensure that products meet the high standards that Graco is known for. This will help prevent issues like the ones we have encountered.
4. *Customer Feedback:* Establish a channel for customers to provide feedback and suggestions. Listening to customers' experiences and concerns can lead to continuous improvement and the development of more reliable products.
Despite our current frustration, we believe in Graco's potential to regain our trust and continue being a reputable brand in the industry. By addressing these concerns and improving your services, Graco can not only retain its existing customers but also confidently recommend its products to others.
I kindly request that you investigate this matter urgently and provide us with a clear plan of action to address and resolve the technical issues plaguing our Graco Reactor 2 machine. We look forward to your prompt response and a swift resolution to this matter.