Tag Archives: construction manual

How Important is Technical Support?

At least here at Hansen Pole Buildings, we feel it is pretty dayem importantish!!
And just how important, enough so the information on how to get unlimited free technical support is found on the second page of our over 500 page illustrated Construction Manual.

Here is the language from the manual:

“Technical Support:

No technical support is available through our Sales or Production Departments.

For questions regarding proper installation or for any additional information not outlined inthis guide, technical support is available via the following:

FREE (and fastest):

Send an Email to TechSupport@HansenPoleBuildings.com. Include in Email: Project number, an accurate description of challenge, as well as a photo or photos if applicable.

AVAILABLE for a nominal fee (may be pre-purchased via login):

Purchasers of a technical support plan will be given contact information for our Technical Support Department. In the event a technician is not available when you call, leave a detailed message – which includes your project number. NO PROJECT NUMBER MEANS NO RESPONSE! All requests are taken in order received. Answers will either be emailed back (quickest), texted to your cell phone (please leave cell phone number and name of cellular service provider),  or next available technician will return your call. Depending  upon  call  volume,   telephone  calls will normally be returned  the following business day.

Keep in mind pole buildings are highly complex structures, involving thousands upon thousands of components. Our technical support staff may not have a solution to a particular challenge immediately. However, they will research the situation and respond with answers as quickly as is reasonably possible.

Do not contact either component manufacturers or Engineer of Record for Technical Support as wrong information may be given. Large charges to you may apply (calls or Emails to engineer WILL result in you being charged hundreds of dollars, even if question was not answered).”

Why not just let anyone answer technical support questions? Shouldn’t my Building Designer or the person ordering my materials have all of the answers?

building-plansIn a word: NO! We have highly skilled people in place to most expertly handle their portion of your post frame building project. Even though they might know the right answer – when contacted for a technical support question, it takes them away from the tasks they are most proficient at – which slows down the process for not only you, but also the rest of our clients. Rather selfish, isn’t it?

Please let the people who have the expertise answer your questions.

Why not do all technical support by phone?

While you might fully understand your building and the particular challenge at hand, it is important to accurately convey what those challenges are – putting them in writing and including any relevant photos has proven to be best at avoiding miscommunications.

We want to be able to give you the correct answers first time and every time.

With Recent Improvements – Less Building Technical Support

I am not much different than probably most of my readers, when we get to the end of the work week, it is time to kick back and relax. It was on one of these “after the work week” evenings, that I met with a few friends to indulge in our favorite beverages, grab a bite to eat and swap stories. One of my friends, knowing I do technical support for people who are constructing their own pole building kits (or have hired a contractor to build for them), wanted to know how much building technical support I actually do.

The question sort of caught me off guard. While I am officially, “Technical Director”, most of my time and energy is spent in educating staff, researching new products and structural design work.

Truthfully, I had to say, “Not very much”. I only talk to one or maybe two clients a week about true technical support issues.

Much of this I have to attribute to the rewriting of our Construction Manual, which was completed earlier this year. Previous versions just had more material added to the old ones, as we strove to add the solution to any question which was posed to us. We hadn’t changed the format in several years, and the book became, well…cumbersome.

Hansen Buildings Construction Manual

The latest edition is a complete rewrite, from the table of contents to the glossary. It was made more user friendly by having numerous, very focused chapters, and hundreds of new drawings and photos were added. We also now have it posted online, where clients can login to view and chapters specific to their building are highlighted.

My experience is, rarely will a new pole building owner contact us with a question. Why? Because it is their building, they take pride of ownership. The plans are carefully followed and the instructions read.

By far the greatest majority of my support work ends up being done with contractors, building for others, who made assumptions about how things should be done, or failed to follow the plans. Many builders are experts at what they do, but “not all pole buildings are alike”.  And ours is truly a hybrid of just about any style of pole building out there.  These tech support questions are usually not as fun to take, as some builders can become overly defensive.  For some of them,  mistakes could “not possibly have been theirs”. The nice part is, I have yet to ever be presented with a problem, which did not have a solution – often times, without the client or builder having to order more materials.

For me, I am thankful and tip my hat to the wonderful clients and builders, who do their part, pay attention to the plans, use the instructions and in the end – have gorgeous brand new pole buildings they will enjoy for years!