Rapid Response: SANY's Global Service Team Rescues Crane in Rumania Within 24 Hours

On May 24th, a SAC600E all-terrain crane in Rumania encountered a sudden DPF regeneration failure. Since the engine is a Mercedes, the customer contacted the Mercedes-Benz service team immediately. Despite the best efforts, the problem wasn’t fixed even though the Mercedes team visited the site several times. Eventually, they turned to SANY for assistance.

After consulting with multiparty online, our service team targeted the problem as an unexpected error in the process of upgrading the onboard operating system. Therefore, the Crane Business Group decided to dispatch our R&D engineer Yu Xiaobin from China to fix the failure. Just when the solution seemed within reach, the display screen suddenly went black, causing a complete equipment shutdown.

Following an urgent communication, Ma Wei, one of our service engineers based in Poland downloaded the original data from another machine in the warehouse and removed the new screen. By the time Ma finished the work, it was already 11 o’clock at night. To reduce downtime and minimize losses, our service team decided to send the new screen to Romania immediately. About 4 hours later, in the early morning of May 25th, our service engineer Zhang Yihui landed in Romania with the new screen. After a short break, he started a series of inspections and prepared for the installation.

By about 4 o’clock in the afternoon, our R&D engineer, Yu Xiaobin, arrived at the site after a flight of about 18 hours and joined the efforts. Without any delay, he reinstalled the new screen and upgraded the onboard operating system with the local service engineer Jiang Ding. Thereupon, despite the initial setback, with the effort of the transnational service team, the crane backed to work within a remarkable 24-hour window.

The unexpected incident shows our unwavering dedication to providing top service to our customers. Service is always a top priority in our globalization strategy. We pledge lifetime support to our customers, promising a lifetime service and spare parts supply, as well as a swift response within 24 hours. With a dedicated team of services spanning the globe, we are ready to tackle any obstacle and provide solutions that inspire confidence and trust.