When you purchase a Direct FuelCell® (DFC®) from FuelCell Energy, we embark on a long-term relationship together. Our goal is to provide complete support to each of the company’s valued customers for the life cycle of the product. We stand by each DFC in the field, and embrace a customer-focused and customer-driven culture. FuelCell Energy offers customers a broad range of services that can be matched to the specific needs of the facility. Whether a single, 300 kW system, or a fleet of DFC products generating multiple megawatts of power, the service department will work with you to identify the ideal service agreement for your needs.
Availability of the products is a key metric for meeting customers’ expectations. FuelCell Energy’s cummulative fleet availability has improved to nearly 95%, an industry benchmark for distributed natural power. This improvement can be attributed to the establishment of a 24/7-call center and regional service teams to provide around the clock support. DFC units are monitored remotely and, in many cases, problems are solved without dispatching a technician to the field. Since about 40% of service interruptions are due to external influences such as grid disturbances and loss of fuel or water supply, our current focus includes reducing the effect of grid disturbances and improving the water treatment system to accept broader ranges of water quality. Additionally, one of the key product development efforts is to extend stack life from the current three years to five years, which will improve availability and reduce operating costs.
Our customer service department is available to answer any questions you may have regarding our stationary fuel cell products. Call 203-825-6000 Monday through Friday from 8 a.m. to 5 p.m. (Eastern) and ask for customer service.
The service team at FuelCell Energy has more than 500 years of combined experience. Some unique advantages offered by the industry’s leading service department include:
- Global Technical Assistance Center: 24/7 real-time monitoring of more than 60 global DFC installations
- Long-Term Service Agreements: five years of protection with varying levels of support, depending on specific maintenance priorities
- On-line Support System: web portal allows DFC owners access to documentation, performance, and logistical support
- On-Site and Classroom Training: basic, intermediate, and advanced programs for fuel cell operation and maintenance are held at customer locations
- Preventative Maintenance: regional service technicians and comprehensive warehousing support keep DFC products operating as expected
- Parts and Supplies: regional stock supplies and a central stock warehouse ensure the timely delivery of new parts, or can refurbish or recycle exising parts
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