16/01/2024
It’s always a pleasure to receive a Customer’s positive feedback when we have been able to help them out of an impossible situation.
We recently had a call from a customer with a B trailer that was broken down on the M1, near Ballina NSW (2.5 hours south of Brisbane). The trailers had been serviced in Brisbane by a renowned company, loaded with fruit and headed to Sydney overnight to the markets. But one hub had lost grease, seized and caused a fire, melting the guard and wheel. The fire was out and all was safe, but the truck and 2 trailers were stranded on the M1, with a seized hub, so was unable to move.
The solution they had was to unload the B trailer by hand, organise a crane and lift the trailer onto another flat-top trailer. But by that time, the fresh fruit would be rotten. The time and cost of these actions were very undesirable.
I received the call at 5pm Friday from the Sydney Manager asking if there was any help at all that I could offer, given the location and type of failure, as he realised this was an extraordinary request. We discussed the situation, talked through possible options and we headed south in one of our service vehicles. It took three hours in Friday evening traffic out of Brisbane, but the Driver was pleased to see us when we arrived.
Prior to leaving Brisbane, we had discussed options, so we were prepared for various solutions. Surveying the situation and selecting the most effective and safe option, I made the axle safe to travel and the truck headed off to Sydney, arriving safely with no further issues.
It was a late night, as we returned to Brisbane, but a happy customer and calls of appreciation from the Company leadership on the following Monday were proof that going the extra mile (no pun intended) for our customers is the foundation of our business here at Rotrix Group, 1300-RIG-FIX division.
