In these most extraordinary of times, we hope this message finds you fit and well…
The current socio-economic situation is anything but normal, and continues to be challenging for everyone; we realise that as a Haas user, you rely upon us to support your business, and this is a responsibility we take with the utmost seriousness.
At the beginning of March we put plans in place to respond to the COVID-19 crisis, and have since implemented appropriate and proportional measures to ensure we look after the well-being of our staff and those of our customers, whilst ensuring we continue to provide the highest levels of engineering and spare parts support to keep you in production.
Since mobility restrictions were announced on Monday 23rd March, we have been adapting to a changing pattern of customer requirements; very many customers have temporarily closed their businesses, some are operating a strict no-visitor policy, whilst many have developed and evolved their own work-arounds and social-isolation protocols, with responsible, and effective arrangements like split-shifting for example.
We have established a team of regionally based critical response engineers, and subject to customers committing to our reasonable and responsible social-distancing policy, we are managing to maintain near-normal response times to on-site service requirements. We have plans in place to immediately extend our on-site capability subject to customer demand.
Our headquarters is operating on a reduced manning level, though many of our normally office-based staff are linked to our business through a remote-operations network, which we prepared at the beginning of March, and is proving very effective. In the first instance therefore, please notify us of any requests for support by completing this Service Request Form or emailing us at firstname.lastname@example.org
Understandably, we have seen a significant drop in spare parts requirements from end-users, though all of our engineers have vehicles equipped with over 180 critical parts, for fast deployment at the point-of-need. Additionally, our parts facility currently has over 25,000 parts, at a value of £4.6m, available for immediate despatch. Replenishment of spare parts from Haas in the USA is presently continuing as normal.
Our experience is that the UK courier network is currently operating on a reduced basis, and we are therefore delivering all parts for despatch directly to courier hubs, to help minimise their load.
We are creating a remote customer training provision, and anticipate providing customers with a live, one-to-one training arrangement via video link within the next week or so.
The Haas factory is maintaining production, and they will continue to fulfil and ship any factory orders, subject to ports remaining open. Delivery to end-user premises will be assessed on a case-by-case basis, and subject to our social-distancing policy.
Fortunately, we have a lot of machines either physically in stock, or in transit from the USA, so availability of most machine models, certainly in the short-term, is good. There is also a reasonable quantity of varied machine stock available in Haas’s European warehouse, which we can access.
We fully appreciate the uncertainty for business surrounding COVID-19, and are looking to support your cashflow requirements through this uncertain time. With this in mind, we have been in dialogue with our funding partners to review how they can assist our customers. The overriding message is that they are fully open for business and want to assist.
Wishing you, your families and employees all the every best,
The HAAS Team