A regional warehouse fleet went down at 10:30 on a Tuesday morning: a hydraulic ram failure on a critical reach truck. Genuine OEM parts were pulled from our Bridgend parts store, fitted on site by a manufacturer-trained engineer, and the truck was back in service before the afternoon shift handover.
The Challenge
The reach truck in question was the only unit on site rated for the client’s tallest racking: a 9.5-metre lift across the top three bays. Without it, around 18 % of the SKU range goes from one-day to three-day fulfilment overnight. The OEM had quoted a six-day lead time on the replacement ram, which would have meant a full week of degraded service.
What We Did
Our service controller confirmed the exact ram was held in our Bridgend parts store, dispatched a manufacturer-trained engineer within 90 minutes, and arranged a calibration check on the lift sensors at the same visit. The engineer also flagged early wear on the secondary lift chains and quoted for proactive replacement at the next planned service.
- Same-day parts lookup and dispatch from local stock
- Manufacturer-trained engineer on site within 90 minutes
- Hydraulic ram replacement + full lift-sensor recalibration
- Proactive wear inspection on adjacent components
- Preventative-maintenance quote issued the same day
The Outcome
The reach truck was back in operation the same afternoon, less than four hours from the original call. The client has since signed up to our preventative-maintenance package across all eight of their trucks, with quarterly inspections and OEM parts stock held in reserve for the most critical units.