Jim Lancaster has been a CTC customer for over 15 years.
- "I have been a CTC customer for over 15 years. I continue to purchase CTC Products for many reasons, quality products, friendly customer service and technical support, prompt delivery and their unique Unconditional Warranty.
The warranty is not only unconditional but remarkably easy to exercise. It has been my experience with warranties from other manufacturers in general that they look great when I purchase a product but much harder to negotiate when a claim is necessary! CTC is very different, if you have any reason to process a claim, all that is required is to go to the website and ﬁll out the RMA form, return the failed hardware and it will soon be returned either repaired or replaced.
I have had customers run into the CTC hardware with heavy equipment, beat the hardware while servicing their manufacturing equipment, catch their equipment on ﬁre (there wasn’t much left to return) but remarkably without any need to do more than described above their CTC hardware was replaced.
There is one particular circumstance that I wish to mention. I ﬁnd this to be even more extraordinary than the more typical warranty scenarios mentioned above. I have a customer that is a municipal water utility. Their water supply pumps are substantially larger than average. In fact, they hope to not remove these pumps due to their large size and expense of installation in any time period less than 10 years.
I have been using CTC accelerometers and cables on underwater pump applications for many years very successfully. This customer was planning to remove and repair several of their pumps for a routine upgrade. I was able to persuade them that obtaining vibration measurements directly from the pump would be beneﬁcial. Within a few days of installation, both sensors failed. CTC not only replaced the failed sensors (without a product return, as they were inaccessible) but in this circumstance, they doubled the volume as we felt bad about their unusual experience and this would allow them to place sensors on the next two pumps.
About a month after the second pump was installed these sensors also failed. CTC Owner, Todd Cook was notiﬁed of the failures. Immediately testing was done for water incursion and it was discovered that recently an automated welding machine was updated at the factory, regrettably, it was not set up properly by the manufacturer after purchase, which allowed water incursion into the sensor.
Todd requested that the sensors and cables be returned, so he could replace them. Unfortunately, this was not an average installation and it was cost-prohibitive to remove the pumps from the river. Todd asked if there was any other way to access the sensors. The customer somewhat jokingly mentioned that they occasionally use a dive team. Todd requested they get a quote and commissioned the dive team to replace all the sensors.
Previously, leak testing was not performed on every sensor that was produced. Now, as a result, 100% of the sensors are leak tested. The replaced sensors currently remain in service many years later.
In a world of sometimes less than satisfactory customer service, it is a pleasure to write this testimonial!"