A customer skipped their annual PM visit which made them a non active PM customer. Six months later a primary instrument went down on Saturday morning with no backup instrument on-site. Active PM Customers receive loaner equipment at no charge. Since they were no longer an active PM customer they had to rent the loaner and pay a higher repair costs. Also, PM customers get reduced rates on parts and labor for repairs. By skipping this one visit ended up costing this customer an additional $4,500 for the loaner and repair.
By skipping the normal PM, this customer paid for the repair and loaner. The additional cost would have paid for PM on all of their instruments that year and could have prevented the failure which cost them even more time and money.