Dassault Ups the Customer Support Ante

To increase the level of support customers receive, Dassault Falcon recently doubled its replacement parts warranty and merged its help desk operations and field technical representatives organization into one department, called technical support. John Loh, previously manager of field service, was named director of technical support. Meanwhile, Dassault is doubling its warranty on all of its replacement parts to 24 months from time of installation or 30 months from time of purchase. The program kicks off today and will cover all new warranty claims on parts bought from Dassault since June 1, 2004. Parts that fail for causes other than normal wear and tear will be replaced at no cost, the company said. These product support announcements were made yesterday to some 1,400 people representing Falcon operators in 32 countries who are attending Dassault’s worldwide maintenance and operations gathering this week in Boca Raton, Fla.