(Electronic) components are a valuable asset. This hasn’t only been the case at Pilz since the procurement crisis in recent years. Pilz established its Repair Centre as early as 2002, at which defective Pilz devices can be properly repaired and then reused at the same quality. A sustainability warehouse now gives many products a second life.
Around 6 000 devices are restored to their full functionality every year in the Pilz Repair Centre. “Generally it is defective electronic components or mechanical defects that make repair necessary,” reports Jürgen Strixner, who manages the Repair Centre. 16 employees literally put the devices they receive there under the microscope so that even the smallest defects on the circuit board are found and can be rectified. With products such as those from Pilz that protect the life and limbs of humans, the quality of the products is the highest priority. This is naturally also the case in the Repair Centre: “Only specialists are employed here who continuously undergo professional development and training. This is essential,” emphasises Strixner, who after 45 years at the company pretty much knows every product like the back of his hand.
A product on its way through the Repair Centre
1 Returns
Far too good to throw away: Devices whose packaging is defective or the housing has scratches are allowed in the Repair Centre.
2 Recording
The return is recorded in the system and an internal service order is created.
3 Preparation
The devices are refurbished, tested and repackaged. They are then 100% functional and meet the type examination.
4 Mission Completed
In the past, products below a value limit of 250 euros would have been thrown away. In the interests of sustainability, however, the additional costs for testing and repackaging are now accepted.
5 Delivery
In the sustainability warehouse, the devices are waiting for their second life. Customers can purchase this product at a cheaper price.
Quality – like new!
Trust in human capabilities is good, but control is better – especially for products such as safety relays. “We have fixed, ISO-tested processes with pre-tests and final tests. Added to this is the latest technology such as a flying probe system that supports us during the fault analysis. The repaired products fully satisfy all the requirements just like new devices – and naturally have the same warranty.”
Together with the Pilz management, the Repair Centre is constantly searching for new opportunities to minimise waste. The newest project is the Pilz sustainability warehouse.
“The Repair Centre is a win-win-win for Pilz, the customer and the environment.”
Jürgen Strixner, Head of Repair Centre
Sustainability warehouse as active environmental protection
Here you can find new devices that are 100 percent functional and fully satisfy the type examination. “Customers sent them back to us, for example because they were ordered in error or a warranty exchange occurred,” explains Jürgen Strixner. If these products or the packaging is no longer in the original condition, say if the packaging is defective or the housing has a scratch, then the company used to dispense of products below a value threshold of 250 euros. Today they are refurbished and given a second life. The Repair Centre accepts the additional costs for testing and repackaging. “From a strict business view, it is usually not profitable,” admits Strixner, but when it comes to sustainability monetary concerns cannot always be the top priority.
Pilz Repair Centre
1
repairs per year
Result of survey on customer satisfaction:
1 out of 5.0
Almost 1000 articles from Pilz’s active portfolio can be repaired
Turnaround time (customer–Pilz–customer) in 90 percent of cases:
1000 days and fewer
To ensure that products from the sustainability warehouse are used as quickly as possible, the team programmed its own app with which Sales can order the products and sell them to the customer for a low price. A true win-win-win situation – for Pilz, the customer and the environment!
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