I am taking the time to write this thank you letter to PDC because of the incredible customer support we received when we were in need.
I have never had to ask PDC to do any service or rush any parts on any of the 6 PDC compressors I have bought in the last 14 years. This is because your units have always run as expected and we have always had your recommended critical parts in stock. We had never previously experienced a failure on any of these units.
Our recent crisis came about because of an undiagnosed failure of our heat tracing, combined with a concurrent process upset. These conditions lead to extreme cold causing compressor oil thickening, causing higher than normal vibration. These excessive vibrations lead to an unrecognized oil leak. The oil leak eventually caused cavitation in one of the compressors which lead to a failure of lower end parts.
We were not able to properly diagnose this problem until we had Wayne come out to our site, He led us through a regimented trouble shooting approach, which led us to find that we needed to replace the entire lower end and crank case. This was of course on a Friday afternoon.
This failure showed the main Safety and Quality reason that we use your diaphragm compressors, even with a lower end mechanical failure, caused by cavitation, leading to extreme vibration; we never experienced any process leaks to atmosphere or any mixing of oil and process gas.
We had some parts in stock at a warehouse, unfortunately we had not rust protected these parts and when we opened our crate we found rust had made these parts not functional. We also felt that because of the mechanical failure we should replace the entire crankcase, because of the potential for metal particles to cause a future bearing failure.
In phone discussions with Jarrod, we agreed that the best course of action was for us to send the parts we had back to PDC, to see if the rusted parts could be fixed. PDC was going to see how quickly they could provide us with a new Crankcase. We knew at this point there was a crankcase close to ready but it needed to be finished and painted.
On Saturday I called Garry Gallo, our longtime salesperson. Garry answered the phone, even though he was on vacation, it was Saturday and he was at a car show. Garry told me that they were working on it but for more up to date information he gave me the cell number for Tom Greco.
When I first spoke to Tom early on Saturday he said that he had people working on everything, but he was not sure if we would be able to get all the parts on Monday.
I spoke to Tom later in the day Saturday, and was extremely relieved to hear that the parts would all be ready and driven to our site on Monday, with Wayne to help us rebuild the units.
I came in early (for me) on Monday at 7:30 am, and found out that Wayne had arrived at our site just before 6:00 am on Monday and had worked showing our maintenance team how to install the pistons, piston rings, and rider rings in the sleeves. Wayne must have left before 3:00 am to arrive at our site with the parts that early!
Wayne not only helped us rebuild the compressors, but also took the time to teach our maintenance team the right way to rebuild each component and the reasons it was important to do it that way.
Wayne also showed us a much better way to prime the compressors cutting our time from 4 hours to about 15 minutes.
Your team’s incredible response during this event, combined with how well PDC compressors have performed for us over the last 14 years, will continue to ensure that PDC Machines is our preferred compressor supplier.