Modern Quarrying Q1 2019

money, but with an extended warranty of this nature, customers have a peace of mind,” adds Abelho. Marais says the pertinent reasoning behind the extended warranty is the fact that the initial capital investment on these machines is very high. Therefore, to retain the value of the product, the warranty is a significant component. “If everything is done according to OEM spec and standards, the machine will definitely give the owner a longer lifespan, while it retains the value of the investment,” says Marais. Change of mindset Abelho says the new extended stan- dard warranty changes the mindset across the industry – instead of just pushing tonnages, it’s now about getting the life out of the machine – 30 000 to 40 000 hours life without major issues. “From the customer and the operator to our technicians, the mindset will change because the machine needs to run for the next 10 000 hours hassle-free, so the level of attention, even the smallest of details, is very high,” he says. Abelho says the new extended warranty will also ensure the life out of a machine because for the first 10 000 hours, there is no temptation to go the pirate parts route for customers, ensuring that the machine is serviced and maintained the Metso way. “What I have noticed previously is that whenever a machine was still within the 2 000-hour warranty, the operator will always call the service provider to come and have a look if any problems accur. Once the machine is out of warranty, the operator “makes a plan”, because they feel “it’s now their problem”. Now if you tell them that we have got you covered for the next 10 000 hours, they will always call on you to do the proper repair required on the machine, giving it the life it deserves in the process.” From a supplier point of view, Abelho says this also means that Pilot Crushtec is getting involved in customers’ businesses a lot more. “Within the first 10 000 hours, we will learn a lot. The constant engagement helps us stay in touch with operational reality and we can also transfer the lessons learnt from one site to the other,” concludes Abelho. l

ON THE COVER

By focusing on preventative maintenance, with the use of 100% OEM parts as required, an EPS plan helps customers proactively manage and reduce the risk of machine failure throughout the extended warranty period.

ning and reporting for mobile equipment through Metso Metrics Services. The extended standard warranty gives equipment owners the much-needed confidence in their cost structure by anticipating and minimising unexpected equipment failures. Along with extended warranties that cover repairs or replacements on key parts that need to be replaced, the plan includes comprehensive inspections and other services to keep Metso equipment running smoothly at all stages of operation. The Metso extended warranty covers the whole machine, excluding wear parts, for the first 4 000 hours, which is double the industry-wide standard warranty. From 4 000 to 10 000 hours, which is when fatigue often starts setting in, Metso covers all the critical components. “It made sense for us to package it as a standard offering. It’s a massive leap in our value offering and draws a line in the sand for our competitors. We believe in our quality and know that if customers prescribe to OEM servicing levels, their equipment will last longer and perform better. The extended warranty also assures our customers that the OEM and the supplier are ready to deliver on their promise,” says Marais. “By focusing on preventative maintenance, with the use of 100% OEM parts as required, an EPS plan helps you proactively manage and reduce the risk of machine failure throughout the extended warranty period. As part of the warranty, our Metso certified technicians will undertake field inspections every 1 000 operating hours. During the visits, they will identify preventative and/or correction actions and provide recommendations accordingly,” explains Abelho. Changing the landscape The new standard warranty from Metso and Pilot Crushtec is definitely a game- changer in the industry. Marais is of the view that because of the hard industrial applications crushing and screening machines are subjected to, it’s almost guaranteed that they will at some point break. He therefore reasons that the industry-wide 1-year/2 000 hours warranty is definitely trivial. “The warranties and service plans in the industry are generally not geared at ensuring long-term plans for servicing and maintenance of equipment at an OEM level so that customers can retain their production levels and efficiencies,” says Marais. The same view is shared by Abelho, who says that the 1-year/2 000-hour warranty is not geared at supporting customers for the long term. “Warranty is easy to support in the first 2 000 hours. It’s after the 2 000 hours that you start getting real problems. When one buys a new machine, within the first 2 000 hours, the stuff that goes wrong is mostly mistake driven, not design based,” says Abelho. “It’s only after the 2 000 hours when serious problems such as cracks on track frames and broken feeder bins start to happen as fatigue sets in, with machines starting to be stretched hard. These failures are the ones that cost customers

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MODERN QUARRYING QUARTER 1 - 2019