Emergency Equipment Service
When a line goes down, you don’t want a ticket queue. Call 800-356-7591: a real person picks up, and the call routes through four field crew leads until one answers. We talk through what’s down and, depending on crew availability, get someone to you as soon as we can.
How Emergency Service Works
1. You call
One number, 800-356-7591, answered by a person. No ticket queue, portal or case number.
2. The call finds a lead
It routes through four field crew leads until one of them answers.
3. We talk through what is down
What it was doing, what it is doing now and what changed. A lot of lines come back up on this call.
4. We get somebody rolling
Depending on crew availability, we get a tech to you as soon as we can, and tell you honestly what that looks like.
5. We tell you what caused it
Getting the line back up is the first half. Knowing why it went down is the half that keeps it up.
Scope of Work
- One phone number, answered by a person
- Automatic routing through four field crew leads until one answers
- Remote triage on the call, before anybody drives anywhere
- On-site repair as crew availability allows
- Common parts pulled from stock
- A written account of the root cause once you are back up
What We Will and Won’t Promise
THG does not staff a round-the-clock crew, so we don’t sell a dispatch window we would miss. On the call we tell you what we can actually do and when. Every hour a line is down is product you aren’t making, and we treat it that way.
Industries Served
Common questions
What number do I call?
800-356-7591. A real person picks up, and the call routes through four field crew leads until one of them answers.
Do you have 24/7 coverage?
No, and we won’t say we do. THG doesn’t staff a round-the-clock call center or an on-call rotation. What we have is a number a person answers that routes to four field crew leads.
How fast can you get someone on site?
It depends on crew availability, and we won’t quote a window we can’t hold. Call and we’ll tell you honestly what we can do and when.
Can you help before a tech arrives?
Often, yes. We triage on the phone first, and plenty of lines come back up on that call.
Do you carry the parts, or do we wait on a shipment?
Most common failures are covered by parts in stock: ignitors, flex hoses, gas lines and controls are the usual suspects.
Can I use the request form instead?
For a line that is down now, call. Sending the request form doesn’t dispatch a crew.
Tell us about the work.
Start with the equipment, the site and the work you need done. Line down now? Call 800-356-7591.