As you are aware Carrier Transicold UK Ltd provide a service that is utilised when your refrigeration unit requires repair, and operates under the name of Carrier Assistance.

Over the past 12 months we have been evaluating and reviewing the service we provide to our customers via Carrier Assistance and as a result we are planning to implement several significant changes that will result in an improved service. Amongst the changes being made are the following:

New bespoke web based software. This has been developed specifically for Carrier and will allow “live” time information to be viewed by our service network, with the ability for updates to incidents to be made by them which will result in an improved service to you the customer. Another new feature available will be the ability for you to receive automatic updates relating to an incident via e-mail, this option will be asked at the time the call is taken. It is also the intention that in the near future for units covered by Carriers Golden Cold contract maintenance, the customer will have the ability to access the live system and view the progression and history of incidents.

Dedicated Incident Management Service. Along with the implementation of the software we are moving to a brand new facility with the latest IT and Communication Systems available. A new team of incident co-ordinators will be 100% dedicated to ensuring that Carrier Assistance delivers the best possible service, 24 hours a day 365 days a year to our customer.

Over the past month our new team of incident co-ordinators have been involved in an intensive training programme with the objective of equipping them with the skills to able to meet and exceed your expectations. As with any project of this magnitude we have tried to ensure that we have covered all aspects of your requirements and expectations. However it may be that you are asked to provide information that you would assume that we were aware of or that you had provided in the past, this I’m sure will be minimal but we just ask for your understanding and help in this area.

The launch date for this new service will be mid morning on Wednesday 18th January 2006, however the telephone number 0800 521 442 will remain unchanged.

Finally, we welcome any feedback on your experiences and you are more than welcome to visit our new facility. Should you wish to do this please contact your usual carrier representative to arrange a visit. Once again many thanks for your co-operation and your continued support.

Ross Thomson After-Sales Development Manager