Better Communication for Faster Service

What do our customers want? They want a fast response, technicians who arrive the first time with the right parts and the right tools, and a quick resolution to the problem.

The biggest obstacle we’ve found to nailing all three of these has been the lack of clear upfront communication about the situation. That’s why we’ve improved our information gathering process on our service request form.

Our Service Request form now allows you to upload ‘.jpg’ images and short cellphone videos, as well as applicable PDF documentation you feel may help explain your issue. There’s ample space to fully describe your problem in detail – and the description box includes prompts to help remind you to include information that may be critical to your situation.

When contacting Black Equipment for service, please provide as much helpful detail as possible:

• Important contact information like your name, direct phone number and email address. Please know that we only use this information to contact you about resolving your current service issue.
• Fill in all important fields such as Make, Model, Serial Numbers (vehicle and parts), Year, etc. (See the Service Request form for more prompts.)
• Use your mobile phone to take photos and short videos showing the problem from multiple angles and in good lighting. You can upload these directly from your phone or email them to the person sending the Service Request Form. This helps us visually inspect your situation and anticipate needed parts and tools.
• Use your phone or desktop to add comments, photos, videos, and other files to our online Service Form for our technician to review.
• Provide a thorough written description of the issue in the description box.
• Include operating manuals, schematics, or other PDFs you think might be helpful.