The tests are performed in the Shell laboratory using modern equipment e.g. Atomic Absorption Spectrometry (AAS). Provision of lubrication equipment Lubricants supplied by Shell have been subject to the most exacting quality control standards to ensure that they reach the user in prime condition. It is essential for correct and trouble-free lubrication that they are maintained in that condition prior to application. One way of maintaining the lubricant in its prime condition up to final point of application is by using clean and dry dispensing equipment. The Shell Lubricants Team will provide some of these essential dispensing equipment to its customers. Disposal of dead stock and used oil From time to time a customer will replace some of their ageing equipment with more modern plant. The lubricant requirements for the old machines may not be the same as those of the newly acquired ones, and this will therefore render some lubricants as "dead stock". This is just one of many ways a lubricant can be rendered as dead stock i.e. not moving. Provided that this lubricant is unopened and in its original packaging, Shell will refund to the customer a sum equal to that quoted on the invoice at the time of purchase. The original invoice will have to be produced for a refund to be effected. A product exchange can also be organised instead of a monetary refund. Kenya Shell is committed to conducting business in consistency with sound Health, Safety and Environment (HSE) policies as outlined in our HSE commitment and policy statement. We shall continue to work in partnership with our customers on HSE matters through provision of technical advice and training of staff on proper use and disposal of used oil. Product re-certification If you are in doubt about the quality of a lubricant either due to prolonged storage, obliterated markings on packaging, unusual visual appearance or any other reason, place a request for the product to be re-certified. The Shell laboratory is capable of re-certifying any of Shell's lubricants. Field trials Some customer's equipment, especially the older equipment, may not have proper operating manuals detailing the type of lubricants to be used and frequency of changing these lubricants. A wrong lubricant specification due to errors in design could also be given for a machine, and this could lead to malfunctioning and poor reliability of the equipment. The Shell Lubricants Team can carry out field trials under such scenarios as above to ascertain the right lubricant and the optimum lubricant change frequency. Complaint investigation It is recognised that although extensive research is used in developing Shell products and extreme care is exercised in their manufacture and delivery to the customer, their effectiveness in service is determined to a great degree by the person finally applying the lubricants, or operating the equipment, or process in which they are used. The mechanical condition of the equipment in which lubricants are used also has a direct bearing on their performance. It must therefore be expected that service complaints will be made from time to time. When a complaint occurs the Shell Lubricants Team will carry out a thorough investigation, and corrective action taken to prevent any recurrence.
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