Equipment failures don't always
occur between 8 and 5.
This number is answered 24hrs a day, 365 days a year by a live person located in central call center. We do not use a pager, handed off cell phone, answering machine or automated attendant.
Please let us know if we were able to meet your expectations, or if you were not satisfied. We strive to resolve after hour problems as quickly and professionally as possible, so any feedback you can give us is greatly appreciated.
If you have any questions or would like to learn more about what ESE has to offer. Please feel free to call us at 800-632-0268 or email us at:
sales@ese-co.com
Our 24 Hour Support Process
FIRST: Call is answered by the call center
SECOND: The call center will ask for your name, company name, the best way to reach you, and what you need help with.
THIRD: Your primary contact will return your call, but if your primary contact was unavailable, your call will be returned by the first person the call center was able to contact on our phone tree. It should be no more than 5-10 minutes from when you hang up with the call center, but we ask that you call back if you have not had a return call within 20 minutes.
FOURTH: Once your call is promptly returned, we will check our local inventory first, then our other branches for your desired part or an acceptable substitution. We provide you the option to pick up the part or have it immediately delivered. In the event that your part is not in ES&E's inventory then the person on the phone will be able to check the manufacture's inventory. If your desired part is manufactured by Rockwell/Allen-Bradley and is not available at their central warehouse, then we will check the Rockwell repair/exchange hubs. We will arrange for the part to be flown out on the first available commercial flight to a local airport. You will be given the option to pick up the part or have it delivered to your facility.
We hope that you are able to avoid after hours downtime, but please give us a call if you find yourself in this situation.
Download our After Hours PDF