Customer Support
Welcome to Dawsongroup TCS customer support
At Dawsongroup TCS USA, your operation stays running because someone is ready when you need them. Our support team helps you keep temperature-controlled environments stable, whether you’re managing a busy season, an equipment failure, or a planned upgrade.
Have a question about your refrigeration units, monitoring, or service? Our team is here to answer it and keep things moving.
Contact information
General Inquiries:
- (843) 901-6694
- info@dawsongrouptcs.com
- Operating Hours: 08:00 to 17:30 Monday to Friday
Breakdown/Technical Support:
- (843) 901-6694
- Operating Hours: 24/7, 365 days
Servicing and Maintenance
Certified Inspections
Every unit is fully refurbished at our specialist workshop before it reaches your site. Our engineers handle all repairs, maintenance, and modifications. Once complete, each unit passes through our Refrigeration Workshop for a 49-point pre-delivery inspection, F-Gas leak check, and electrical safety verification, carried out by qualified Dawsongroup engineers.
All inspection records are available upon request. Equipment arrives pre-set for your specific application.
Remote Support
We offer remote logging systems for all units, enabling our support engineers to monitor performance, diagnose faults, and adjust system settings without requiring a site visit.
Our technical team works alongside our Service department and is available to assist customers and attending engineers as needed.
24/7 Breakdown Support
Our Service team is available 24 hours a day, 365 days a year. When you call, you reach us directly. We target a four-hour response time on all callouts.
Our nationwide team of directly employed engineers and approved contractors is trained to identify the root cause of a fault, not just address the immediate symptom.
Manual and Training
We provide a customized support manual for every unit on hire, covering operating instructions specific to that equipment. Commissioning and operator training are scheduled at a time that works for your team.
Our engineers remain available throughout the full hire period for any technical questions.
Servicing
All units on hire receive two fully inclusive services per year. Bodywork repairs are included in the service package. Every three years, a thermal image inspection of all insulation, capping, and seals is carried out to confirm the unit is operating at full efficiency.
This proactive approach helps ensure your equipment continues operating at peak efficiency and performance.
Customer satisfaction
One month after delivery, our Customer Care Manager will contact you to conduct a satisfaction review. This gives us the opportunity to address any concerns early and ensure the service is meeting expectations throughout your hire.
This proactive approach enables us to address any shortcomings promptly and effectively, facilitating continuous improvements to our customer support framework.
The impact of TCS
Customer satisfaction after one month
Communication from verbal agreement through to deliver
Aesthetic condition of equipment delivered
Delivery Performance
Performance of equipment post delivery
FAQ - Customer Support
What should I do if there is an issue with my equipment?
Operating instructions are located on the door of each unit. If you need additional support, please contact our Service Department at (843) 901-6694 and our team will assist with any questions about your equipment.
Can I change the temperature set point on my unit?
Yes. To change the temperature set point, please contact our Service Department at (843) 901-6694. Our technical support team will walk you through the process and document the change for future reference.
Will I be charged if my unit breaks down?
Repairs are covered under the rental agreement, and there is no charge for standard repair work. Charges only apply if the issue is caused by misuse or damage.
Are rental units serviced?
Yes. All rental units receive service every six months to help maintain performance and reliability.
Is training available for operating the unit?
Yes. Training is available upon request. Please contact our Service Department at (843) 901-6694 to schedule support.
Who should I contact for billing questions?
Please contact our Billing Department at (843) 901-6694 for billing-related questions.
What should I do if there is an issue with the equipment?
Operating instructions are located on the door of each unit. If you need additional support, please contact our Service Department at (843) 901-6694 and our team will help troubleshoot the issue and answer any questions about your equipment.
