Customer services Charter
Our mission is to provide the customer with a level of courtesy and service necessary for the solution of any technical problem that may hinder the successful operation of our equipment.
Our objective is to determine the cause of any such problem and provide the necessary component and/or technical support to resolve it within 24 hours from the first point of contact.
Should a customer return a component for repair and a repair is not possible within three working days, we will provide a replacement from stock where such stocks allow.
Any problem that we have failed to resolve within three working days will be considered to be critical. At this point if no alternative solution is available, a service technician may be sent to resolve the problem on location at the discretion of the company.
If the unit is not repairable at our premises and no replacement stock is available, we will return the unit to the original manufacturer for repair within 24 hours of receipt and monitor its progress on a regular basis.
The customer must be kept informed of any potential delay or situation likely to impact adversely on his expectation of our performance.