The real value of genuine OEM parts goes beyond the cost of the part. Learn how manufacturers, service technicians and parts distributors can work together to extend that value by delivering maximum equipment performance, as well as customer satisfaction.
When assessing whether to buy an OEM component or OCM alternative, consider that the value of OEM goes beyond the cost of the part. Performance of the equipment, expertise of the service technician and parts knowledge of the distributor all contribute to a service experience that extends well beyond that singular moment of repair.
With all three working together – manufacturer, service technician and parts distributor – we can improve first-time fix rate and minimize equipment downtime.
Manufacturers
Each piece of foodservice equipment represents a significant investment. Equipment is also a key contributor to an organizations’ success, be it a restaurant or other type of foodservice operation ― school, hospital, hotel. Protecting that investment requires up-to-date information, maintenance requirements, access to factory authorized service and overall technical support post purchase.
While each is available through the manufacturer, the equipment purchase is just the initial step in its lifecycle, and maintaining its performance over the life of the unit builds customer loyalty and ultimately a like-for-like brand replacement purchase when the time comes – a primary concern to manufacturers.
For example, take rebuilt or repaired circuit boards ― are these still considered OEM parts?
Mary Chiarot with Garland Canada, a Welbilt Company, shared the company’s position on this matter. They are not confident in rebuilt or repaired printed circuit boards for the following reasons:
- The need to transport the board without causing further damage
- The need to manually clean the board
- The need to unsolder and re-solder
- Requirements for testing with need to establish test procedures
- Quality process in rebuilding
- Potential reliability and safety compromises
The potential cost savings associated with rebuilt or repaired printed circuit boards are also not cut-and-dry. There is a cost to diagnose and find the failed component. Additionally, Chiarot believes that “in the event that a refurbishment line is set up and a board is refurbished to a good working order and sold as second hand (with a limited warranty), we believe the costs would be likely higher that a new board.”
In this case the value of genuine OEM resides in the fact that the board originated with the manufacturer. A rebuilt or repaired circuit board isn’t truly an OEM part anymore.
Service Technicians
Once the warranty expires, another consideration for every owner, foodservice director or manager is continued quality service and repair. It’s been our experience that 70% of equipment installs move away from factory service post warranty. That makes choosing the right service professional an important decision.
Certifications, through membership in organizations like Commercial Food Equipment Service Association (CFESA), give foodservice operators access to a directory of professionals with the expertise required to service and repair their equipment. With certification comes training ― often directly from the manufacturers ― keeping the technician current with preventative maintenance updates, parts upgrades and “watch-outs” relevant to a piece of equipment.
CFESA members stock OEM parts, which the organization deems “the best for any equipment.” Service agents using OCM alternatives run the risk of component failure and disappointing the customer.
When working with a certified technician you can be confident that the diagnosis of the problem and required repair will be done quickly and efficiently ― minimizing equipment downtime and contributing to the overall ownership experience.
Parts Distributors
When a part is needed, Parts Town is dedicated to serving the foodservice industry and can be a keystone in the service and repair lifecycle. We are an aggregator of both parts and information across hundreds of manufacturers. This access to information from manufacturers, combined with long standing relationships with service organizations, provides customers with a resource for more than just a part.
Distributors become trusted partners that deliver answers quickly and confidently when equipment is down. In combination with factory trained parts experts providing parts identification assistance, top-line technical support and access to a directory of certified service technicians; a parts distributor quickly becomes the first call for foodservice operations when equipment is not running at peak performance.
The trust we’ve built is why we will always advocate the reasons why OEM parts are superior. They optimize performance, reduce the risk of voiding warranties/certifications and minimize safety concerns.
When you are considering OEM versus OCM parts, consider the value Genuine OEM offers. It extends well beyond the part. OEM delivers relationships between manufacturers, certified service technicians and parts distributors that will deliver maximum equipment performance, as well as customer satisfaction.
Content sponsored by Parts Town & Heritage Parts.
