When it comes to keeping your commercial generator in top shape, the choice of who handles the service can make all the difference. Do you go with the original equipment manufacturer (OEM), who knows your generator inside and out, or a general generator service provider who can jump in and fix any brand? There’s a lot to consider, but let’s break it down with an eye on the real-world benefits that come with building a strong relationship with a reliable general provider.
The OEM Generator Vendor Advantage: Expertise, But at a Price
There’s no denying that an OEM generator vendor knows your specific generator model like the back of their hand. After all, they built it. Their technicians have specialized training and know all the quirks, updates, and ins and outs of your equipment. When it comes to parts, they’ll stick to the original, brand-specific components, which can be a comfort if you like everything just as it was when it rolled off the assembly line. And if your generator’s still under warranty, sticking with OEM service might be your safest bet to keep that coverage intact.
But here’s where the road starts getting a little bumpy. That specialized knowledge and those genuine parts come with a premium price tag. And let’s be honest: when your generator’s out of warranty, those costs can sting. As Johnny Bradford, Duthie Power’s Quality Assurance and Safety Manager explains, “General Service companies, like Duthie Power, have the flexibility to use aftermarket parts that the OEM are not allowed to utilize, minimizing down time and costs associated with downed equipment. They also can use OEM parts, making a General Service company more versatile in emergency situations.”
On top of that, OEM generator vendors tend to be laser-focused on their brand. So, if you’ve got more than one type of generator or run a mixed fleet, you might find yourself juggling multiple service calls. And don’t forget the wait times. If their schedule is packed, you could be left hanging longer than you’d like.
The General Generator Service Provider: Your Go-To Partner for Flexibility and Speed
Now let’s talk about the general generator service providers. These folks might not have the brand-specific badge, but they make up for it in flexibility and responsiveness. When your generator decides to act up at the worst possible moment, a good general provider is often the one who can be there in a flash, tools in hand.
And they’re not picky—they’ll service just about any make or model. That’s a big win if your operations rely on different brands. Dewey Brunson, Duthie Power’s Service Manager who oversees hiring and management of all generator technicians, adds, “Most General Service companies employ technicians that have worked for OEM Companies in the past. Our factory-trained technicians are performing the same quality and type of work as that of a factory technician.”
One of the biggest perks of sticking with a general generator service provider is the relationship you can build. Over time, they get to know your equipment, your business, and how you like things done. You’re not just a serial number in their system—you’re a valued customer. And when that relationship grows, so does the level of personalized service you receive. Whether it’s routine maintenance or a last-minute emergency, having a provider who understands your needs and history can make all the difference.
The savings are another big plus. General generator service providers usually offer more competitive pricing for both labor and parts. Sure, they might use aftermarket parts instead of OEM originals, but for older or out-of-warranty generators, that can be a smart trade-off. Why pay top-dollar for a brand name when a well-made alternative can get the job done just as well?
Of course, there are some considerations. Aftermarket parts and a broader service focus might raise concerns about consistency and quality. But a seasoned general provider knows this, and many stand by the parts they use and the service they deliver. “Aftermarket parts get a bad rap, undeservedly in my opinion,” says Randy Gross, Duthie Power’s Director of Operations and former Service Manager, “All parts sourced by our team meet or exceed OEM standard. It’s, frankly, amazing how many parts our team finds for old generators whose parts seem all but impossible to replace.”
While they might not have the exact same brand-specific expertise as the OEM, what they do have is hands-on experience across multiple brands, giving them a broader perspective on troubleshooting and repair.
Finding the Right Fit
So, which route should you take? If you’re all about brand loyalty, like the idea of sticking strictly to factory guidelines, and want to maintain your warranty, the OEM generator vendor is probably where you’ll feel most at home. But if you value quick responses, flexibility, and the kind of long-term relationship where your provider knows you by name, a general service provider might be the better fit.
In fact, many businesses find a hybrid approach works best—relying on the OEM for critical maintenance and warranty-preserving repairs while turning to their trusted general provider for day-to-day upkeep and fast responses. In the end, it’s all about finding the balance that works best for you, your budget, and the demands of your business. After all, when your generator’s running smoothly, so is everything else. And having a service provider you can count on—whether they’ve got a brand-specific patch or a wide-ranging toolbelt—is what really keeps the power flowing.
