This user story about the service PEAK Scientific provided to the Centre de Recherches en Cancérologie de Toulouse (CRCT) demonstrates our commitment to providing the best customer service we can and working with our customers until they are fully satisfied with their PEAK Scientific gas solution.
"I would like to thank PEAK for the effort you have made to propose a solution that meets the very high-quality standards required for our mass spectrometry platform..."
Organization: Centre de Recherches en Cancérologie de Toulouse
Location: Toulouse, France
Whilst the CRCT’s experience fell below the level of service we aim to provide to our customers, we have worked very hard to ensure they have a solution which is to their complete satisfaction.
Background
The Centre de Recherches en Cancérologie de Toulouse (CRCT) purchased a centralised nitrogen & air system to supply multiple mass spectrometers. A year after the CRCT purchased the generators from PEAK, the external compressor which was supplying these products failed. It was successfully repaired, however, a year later CRCT experienced a similar issue and after another repair was performed there was yet another fault.
The situation is extremely rare for PEAK Scientific and does not reflect our commitment to providing exceptional customer service. As a company we were extremely disappointed that one of our customers had not received the level of product quality and customer service we strive to deliver. We aim to provide peace of mind to our customers and complete satisfaction in their gas supply and gas solution.
Investigation
Following the notification of the latest fault, this case was quickly escalated to PEAK's CEO, Jonathan Golby, and General Manager for EMEA, Neil Robertson. Both travelled directly from our HQ in Scotland and visited the CRCT facility in person at the site in Toulouse, France to personally apologise for the experience they had to date and to find out first-hand what had gone wrong and how Peak could resolve the issues and get the gas system back up and running again.
Solution
Following an assessment of the issues Ludovic Brosse, Senior Field Service Engineer and Javier Tomas Davila Technical Product and Project Manager, attended the site to implement a solution which was to CRCT’s complete satisfaction. Ludovic and Javier installed an upgraded and fully functioning gas supply which fully met the requirements of the facility.
Customer Satisfaction
After the unfortunate initial experience with CRCT’s gas system PEAK are delighted that the team at CRCT now have a fully functioning gas supply system that they are 100% satisfied with. Furthermore, PEAK are pleased to have been able to deliver the exceptional level of customer service that our customers all over the world expect from us.
CRCT Research Engineer, Frédéric Pont, pictured with PEAK Scientific nitrogen gas generators at the CRCT facility in Toulouse
"I would like to thank PEAK Scientific personally as well as on behalf of Pr. Favre, Director of the CRCT, for your professionalism as well as for the effort you have made to propose a solution that meets the very high-quality standards required for our mass spectrometry platform. As our Research Engineer Frédéric mentioned in his message, we would be very honored if you take our installation in reference to your potential partners and customers and I confirm that the CRCT recommends and will recommend your services for this type of installation."
- Sébastien GUIBERT Directeur, Administrative Director, Centre de Recherches en Cancérologie de Toulouse
Customer satisfaction is PEAK Scientific’s top priority and it is this that drives us to continue to develop the best gas solutions and to provide a world class service level. We are proud that this is evident in our many user stories from satisfied customers. However, we know that the true testament to customer satisfaction comes from those very rare instances where someone has let us know that they are not satisfied with their gas solution from PEAK and we have worked with them until they have confidently informed us that they are now 100% satisfied with the resolution that has been put in place.
If you would like the peace of mind of having your gas solution provided by a company which is fully committed to customer satisfaction, contact us today to discover how a PEAK Scientific gas generator can improve your workflow.
Alternatively, you can browse our full range of nitrogen, hydrogen and zero air gas generators here.
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