Product Manual

6.14
Maintenance
6.4.1 ELGi customer care system (ELGi
CCS)
ELGi provides dedicated customer care and after-sales
support through the ELGi customer care system (CCS), a
computerized system developed in-house. The CCS aims
to minimize the time taken to resolve customer
complaints.
Service requests/complaints
The CCS toll-free telephone number 1800-425-3544
(accessible within India through BSNL and MTNL lines)
takes the customer’s call to our centralized customer care
center in Coimbatore. Customers can register their service
requirements or complaints here.
A unique tracking number is generated for each call logged
by the CCS. The customer receives an automatic e-mail
acknowledgement with the tracking number and details of
the call for reference.
A service engineer is assigned to the call, and the date and
time of the engineer’s visit are communicated to the
customer by e-mail. Every requirement or complaint must
be resolved and closed in the CCS within a specified time
limit, failing which the complaint is automatically brought
to the notice of the manager. If the issue remains
unresolved, it will get escalated to the managing director.
The CCS ensures that not only the customer complaints
are logged but they are also attended to on time, every
time.
Enquires
A number of calls received by the CCS relate to customer
queries regarding products and spare parts. The details
are noted, and basic information on product specifications
and usage are provided. The caller is then referred to a
salesperson at the head office or the appropriate branch
for follow-up.
The CCS database
The CCS also creates a database of customers, adding
details of every new customer who calls, thereby building
a large pool of installation details. These details are used
to provide value-added services to improve customer
satisfaction with ELGi products.
CCS-working hours
The ELGi CCS works for six days a week from 08:30 to
21:30 IST (Monday to Saturday).
Multi-lingual capability
The coordinators at the CCS are multi-lingual. They can
handle calls in English and all the major regional
languages of India.
Coverage: The CCS toll-free number 1800-425-3544 is
accessible from the following areas:
 Southern Region: Tamil Nadu, Karnataka, Kerala,
Puducherry, Andhra Pradesh, Telangana, Andaman &
Nicobar Islands.
 Western Region: Maharashtra, Gujarat, Madhya
Pradesh, Goa, Lakshadweep Islands.
 Eastern Region: Orissa, Chhattisgarh, Jharkhand,
West Bengal, Bihar and the North-Eastern states.
 Northern Region: Rajasthan, Uttar Pradesh, Delhi,
Haryana, Punjab, Uttaranchal, Himachal and Jammu &
Kashmir.
Contact Numbers: You can contact CCS also with the
following numbers:
Telephone: [phone] / 241 / 242 / 243/ 244 / 245 /
97900 21100
Fax: [phone]
Please send the following details to the mail, thus enable
us to take immediate action.
1. Name of the customer
2. Compressor model
3. Fab. number
4. Contact person name
5. Phone number
6. Nature of complaint
7. Hour meter reading
You may use the CCS by sending e-mail to: [e-mail]
Customer satisfaction survey
If you have used the CCS, you may be contacted for your
feedback on our after-sales support. Your response helps
ELGi to improve its service.
International customers:
Refer contact information at the end of this manual book.
6.4.2 ELGi genuine spare parts
When ordering spare parts, refer to the lists provided in
the parts manual and identify the part number. Specify the
part number and quantity, in addition to the name plate
details. Global support center of ELGi ensures the supply
of the quality spares on time. Ensure that you are using
the genuine spare parts so that your Compressor will be
working efficiently and effectively. Refer to section 6.1.3
for details on need of using genuine spares.
Please contact our After sales team for any compressor
accessory requirements like VFD, Air-Dryer, etc.
6.4.3 Air audit
We extend our proven capabilities in energy efficiency
initiatives by carrying out air audits for our customers.
ELGi conducts audits and trains end users in key energy
oriented functional areas. The audit reports prepared by
ELGi experts’ team include recommendations on short,
ELGi Services 6.4