Here at FSIP, we are proud to offer our customers free technical support. Our Quality Department is fully staffed to assist you, and we provide several methods for you to get your questions answered. We offer a live chat through our website, a free online forum where you can post your questions 24/7, troubleshooting guides, technical manuals, frequently asked questions, videos, and more. Our tech support phone hotline (800-333-1194) is manned from 8am-5pm EST Monday through Friday.
How We Help Our Customers With Tech Support
Many of our customers work on all makes and all models of forklifts, golf carts, NEV’s, aerial lifts, mobile vehicles and more. If it has a battery, our customers fix it. FSIP repairs most of these controllers and has basic knowledge of the vehicle operations. When a customer is troubleshooting a vehicle problem and doesn’t recognize or understand a fault code or failure, FSIP tech support can assist in explaining the fault or failure. Our online technical manuals and guides can help to explain a fault code or give basic wiring information. We strive to help our customers understand how codes are ‘set’ or ‘turned on’, and get to know common failures that may cause a particular code. FSIP technical support also assists field technicians with which inputs are required for a motor controller to operate when a system is completely inoperative. You may have noticed that some of our products come with installation guides. These guides may address common failures seen in a vehicle, or important instructions on required calibration or setting changes to make the vehicle operate properly.
Help Us Help You
Since FSIP remanufactures over 8,500 part numbers, it is important that when you call us you provide our technicians with thorough information about your particular technical problem. We may start out asking you very basic questions, such as, “Have you checked the battery?” We try our best to help the novice as well as the experienced, so please don’t take offense if we ask you something that may sound obvious to you. When you contact us for assistance, we recommend you have the vehicle make, model and serial number on hand as our technicians may need these details. It is also important to have the part number(s) of the electronic controller(s) on the vehicle. We appreciate when you start by providing a quick summary of the problem and what has already been done to the vehicle, including a quick history if you have that available. The more information you can provide us, the quicker we can get to the bottom of your problem and get your vehicle back up and running!
Why Is Offering Tech Support Important To Us And Our Customers?
Technical support is a feedback mechanism for both the customer and for FSIP. Since our technical staff doesn’t do hands-on work with vehicles on a daily basis, they do not always know the intricate inner-workings of every make and model of electric vehicle on the market. So, when we speak with customers we learn as much from them as they do from us. This feedback enables our technical staff to help customers with problems that are common in the field, and also gives us valuable information to enhance our internal testing and troubleshooting processes. Every warranty return that we receive goes through extensive root cause failure analysis and evaluation by our Quality and Engineering departments to identify failure trends. We use this information to update our remanufacturing processes and procedures. When returning a unit for warranty, the more details we can obtain, the better. As an ISO 9001:2008 certified company, “Continuous Improvement” is required and cooperation with our customers helps us to our goal of 100% satisfaction with our products and services.
Meet Our Team!
This department is made up of 4 employees: Quality Technicians Stan Steinour & Rodger Gantz; and Quality Administrators Brian Johnson & Jeremy DeJesus. Together, these employees have a combined total of over 30 years of service at FSIP! They are continually learning new products and improving their ability to support the company mission and providing excellent tech support to our valued customers. As we continue to offer more technical support options, our team must grow as well, and we’ll be adding another employee to this department in the near future.
Visit the technical support section of our website to see what our technical support team can offer you, or give us a call at 1-800-333-1194. Don’t forget to subscribe to our blog to receive our posts directly to your inbox!