Customer Delight Our Mission

Forbes Marshall operates on the core values of the innovation, quality and customer delight. This is achieved through our highly professional team of customer support engineers who exceed customer expectations all the time.

At Forbes Marshall we lead through constantly listening and extending the best possible solution to the customer. From the smallest steam solutions to the most complex Instrumentations systems, from Packaged Boilers to complex Turkey systems, our customers rely on us to the fullest. That is Forbes Marshall’s unending mission called Customer Delight.


Service Activites

Customer Service Department is powered by a team of engineers. These engineers are based at 26 service centres across the World.

We also have product specialists based at the headquarters for providing critical technical support to all locations.


Facility

At the headquarters all our strategic business units are equipped with independent test facilities that are capable of servicing the entire range of current and past product models.

Adequate capabilities and redundancies ensure quick turnaround of items for servicing.

At branch level, our local service engineer is equipped with latest portable test equipment’s to facilitate quick and reliable services to local customers. Meticulously documented manuals service instruction sheets ensure quality of service. We have expert and competent engineers for different product ranges at Branch level, who also extend customers satisfaction beyond their branch boundaries.

The on-field engineers are responsible for the day to day operations. They are trained hands on all products and handle service calls at the branch level.

We have a dedicated Complaint Monitoring System in place, which allows us to log all type of complaints reported by the Customers across the World. We have a facility of sending alert to customers on receipt and closure of complaint.

Forbes Marshall has a norm of resolving 90% of complaints within 7 working days.

We provide service support which encompasses Installation / Commissioning and servicing of all products we manufacture in India and as well as for marketed products. Our engineers are well trained at our principal’s facilities.

Additionally we also undertake Annual Maintenance Contracts for items like Steam and Water Analysis (SWAS), Magnetic Flow Meters, Gas Analysers etc. We also enter in to rate contracts for repairs of flow meters.

We are also equipped with the calibration facility of Flow Meters with valid Certification as per the ISO norms. Our Flow Meter Lab is NABL Accredited.

We also take up calibration jobs of gauges of any make. We have NABL Certification for this activity.

At Forbes Marshall, we put all the efforts to satisfy our customers in every possible manner. We have a dedicated team working towards this, which includes member from Top Management. We regularly make visits to our customers to gauge their satisfaction level and also listen to their problems. We also conduct External Customer Satisfaction Survey to validate the Satisfaction Level of Customers. The feedback received from customer is very valuable for us and this keeps us motivated.


Training

The best way to ensure that customers draw the maximum possible milage is to educate them on the products. Training on Installation / commissioning and servicing of the products go a long way in making customers self-reliant, and add value to the product.

At Forbes Marshall Customer Care is about delight which leads to a very fulfilling relationship. Your expectation is our mission and we strive to achieve this time to time. Please mail us for support at support@forbesmarshall.com

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