REAL Chambers

Initial Business Response /* (1000, 12, 2015/11/02) */
10/30/15
REAL Chambers Corporation response to Revdex.com Case # XXXXXXXX
REAL Chambers Corporation (RCC) is both disappointed and frustrated by the experience of [redacted] Avionics
We are disappointed because RCC is a firm with high...

integrity that has gone beyond its obligations and reasonable efforts to satisfy [redacted] in regards to the HALT/HASS chamber it purchased from Chart Chambers in June, 2013.
We are frustrated because if [redacted] would simply order a routine service call, the performance of RCC products at [redacted] would again perform according to specifications. [redacted]’s complaint states that following work by field engineers in January of 2015, the “chamber performed to specifications” demonstrates that the issue is not with the chamber, but because regular service work is NOT being performed on the chamber as recommended by RCC. HALT/HASS chambers are complex equipment with powerful vibration systems, high performance heaters, and cryogenic systems that require regular service and maintenance, which, as demonstrated in the below history, has not been performed unless RCC provides it at no charge to [redacted]. As we have demonstrated by the free service visit we made January 27, 2015, there is nothing wrong with RCC products as following a service visit, the product works satisfactorily.
It seems to RCC that [redacted]s Revdex.com claim may be an effort to obtain further free service rather than issuing a Purchase Order for $3,900 for RCC to make a scheduled preventative maintenance (PM) and service visit.
FACTUAL HISTORY:
DATE EVENT
6/26/2013 [redacted] Aerospace orders Real 30 HALT/HASS Chamber from Chart Industries
8/28/2013 Chart Industries ships Real 30 to [redacted]; 12 month warranty commences
8/28/2014 Warranty provided with chamber expires
11/20/2014 HALT/HASS Business of Chart Industries sold; REAL Chambers Corporation (RCC) established and control by [redacted] of Boulder Colorado commences.
- As part of sales contract, Chart Industries provides a Representation and Warranty to RCC that described its position on the vacuum jacketed piping dispute with [redacted].
- At some point unknown to RCC, Chart resolves its piping dispute with [redacted]
- Per [redacted]s Revdex.com compliant “For some time after the new pipe was installed the chamber performed to specifications”.
March, 2014 [redacted] contacts RCC technical support regarding accelerometer errors. RCC provides support AT NO CHARGE to successfully resolve the issue.
1/13/2015 [redacted] General Manager for RCC, visits [redacted] facility to inspect chamber and meet with [redacted] personnel and notes the need for touch up paint.
1/27/2015 RCC provides, at NO COST to [redacted], a Preventative Maintenance and Calibration (“PM”) service by one of RCC’s field service engineers. Upon completion of the visit, RCC’s field engineer states the chamber is performing to specifications and the customer ([redacted]) is satisfied as noted in [redacted]’s complaint, they state “…did a PM on the chamber to improve the functionality and the chamber did perform thereafter”.
9/14/2015 [redacted] contacted RCC regarding a new thermocouple error. RCC informed RCC that since the chamber was more than one year out of warranty, and that we have already provided a service call at no charge, that RCC would quote a service visit. RCC quoted the service visit for its standard charge of $3,900 and also provided free telephone and email support to try to resolve the matter without a visit, but its RCC’s conclusion that the chamber needs a PM visit.
10/15/15 Provided free touch up paint per commitment made by RCC’s General Manager
9/22/15 Revdex.com complaint filed by [redacted]
PROPOSED RESOLUTION:
[redacted] requests another free service call for PM on the equipment purchased in 2013. RCC has quoted its standard PM service visit at $3,900. In order to resolve this matter, RCC is willing to provide a [redacted] with a 25% discount and perform the service visit for $2,925 and will schedule the service call if it receives a Purchase Order from [redacted] in this amount. During this visit the service technician will review the reported SCADA issue. RCC recommends regular preventative maintenance (every 6 months) visits by a RCC Certified Technician to keep [redacted]s system performing to its specification.