Merridale warns against unauthorised third-parties

Following a spike in third-party companies canvassing fleet operators who use Merridale pumps and fuel management systems, Merridale have found it necessary to highlight the potential risks involved when dealing with unauthorised maintenance service providers. As the manufacturer, rather than just a distributor, you can rest assured that Merridale has a total commitment to the life of their product and not just the sales process.

“Our concern of course is that these may be just the tip of the iceberg and there could be many other cases where performance has been compromised by poor service support,” warned Stephen Hannan, Sales Director for Merridale.

A customer was sold a ʻnewʼ processor board for £1600 by an unauthorised vendor. After approaching us for technical advice, we discovered that the customer had been supplied an obsolete board, which was already more than ten years old. A new board purchased directly from Merridale, and to the latest build standard, would have been considerably cheaper. 

“A customer was sold a ʻnewʼ processor board for £1600 by an unauthorised vendor. After approaching us for technical advice, we discovered that the customer had been supplied an obsolete board, which was already more than ten years old. A new board purchased directly from Merridale, and to the latest build standard, would have been considerably cheaper. Fortunately, the customer was able to obtain a refund before Merridale proceeded with a review of the customerʼs operational requirement. This has led to updated hardware and the implementation of an enhanced system using web-based reporting.”

Merridale equipment is designed to support reverse compatibility and all equipment currently in service is fully supported and can be upgraded if necessary to meet new operational requirements. Indeed, there are many Merridale installations still operational with between ten to twenty yearsʼ of reliable service life. 

“There is third-party out there, who are not approved by Merridale, misleading people into believing their existing Merridale installation is obsolete and no longer supported because they have a vested interest in the sales of their own system” continued Stephen.

“I remember another incident where a Merridale commercial pump was fitted with a counterfeit meter. Although this component was claimed to be equivalent to the original equipment, its performance was noticeably below standard. This was brought to our attention because the customer complained to Merridale. Needless to say, this customer has now registered with Merridale for ongoing service support.”

With all Merridale products designed to achieve a minimum life of 10 years and meeting strict ATEX standards, there is no compromise on build quality. However, on the rare occasions that an emergency repair is required, Merridale’s service team always has genuine Merridale replacement parts available. As well as having a typical response time within two working days, they successfully repair over 95% of their callouts without needing full system replacements.

Furthermore, to help avoid any unwanted or surprise bills, Merridale offers two annual services so you can rest assured that your equipment will be taken care of. With Merridale Care, for a small annual fee, you will benefit from inclusive service calls for wear-and-tear repairs, with costs of parts, labour, and travel covered, as well as receiving priority attendance. Their professional on-site inspection and calibration service, Merridale Protect, helps to reduce unexpected breakdowns and improves system efficiency which in turn increases the equipment’s operating life.

Only by using Merridale directly, cutting out distributors or a third party, can you be assured of first-class support for your hardware, with Merridale having a vested interest in ensuring your equipment is supported to the highest standards. 

Stephen concluded, “If you have any doubts about the credentials of your service support provider or the advice that you are getting concerning upgrades to your Merridale equipment, please do not hesitate to contact our service department.”

To find out how a Merridale fuel management system could benefit your company, contact Merridale on 01902 350 700 or visit www.merridale.co.uk.