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Statement of Trading Standards
1. Coverage periodsService centre staff are on duty from:
2. Response times1) Field service 2) non-technical service N.b. Unsafe connections will not be made where the customer's facilities are unsuitable and the uncompleted installation will be referred back to the client with full details. 3) telephone 3. AppointmentsIn order to facilitate engineer route planning and loading, customers will be requested to accept "all day" appointments. However, VideoTechs will use its best endeavours to meet customer requests where this is inconvenient, primarily by offering morning or afternoon appointments, or giving the customer direct contact with the engineer to arrange call times. 4. Spares policyThe VideoTechs group undertake to stock at their expense a reasonable holding of components. Where spares have to be ordered, every endeavour will be made to order them on the same day as the diagnosis is made, but in any event no later than the day following. Customers will be advised of any delay due to spares order placement. An effective order progress system is maintained by the company. An effective "work in progress" system is maintained in our service centre and clients will be informed of any repair in progress with an excessive delay. All components will be at least equal to the original manufacturer's specification or british standards institute specification, whichever is relevant. Where a manufacturer's warranty is applicable, VideoTechs will not charge for any component unless the manufacturer refuses a free issue, free exchange or claimback value. 5. GuaranteeRepairs of all products are under guarantee against the recurrence of the same fault for a period of ninety days. A similar fault in the same section of the product during this period will carry a materials charge only. Unrelated repairs will be charged for in full. 6. TrainingThe VideoTechs group undertake to ensure that fully trained and competent staff are used in all operational areas, and skills audits are undertaken by our quality department at regular intervals. VideoTechs also undertakes to manage training in conjunction with manufacturers for all new technology products in order to develop further technical skills for the benefit of its clients. 7. Corporate identity and confidentialityField service engineers when attending calls will carry formal identification and will always quote the client company on whose behalf they are acting. The VideoTechs group undertake to use their best endeavours at all times to ensure that their staff keep strictly confidential any information given or gained on behalf of any client. 8. ControlWe operate a comprehensive bespoke call management computer system, through which the administration of all jobs is carried out. A comprehensive and auditable stock control system is also maintained. The VideoTechs group undertake to ensure adequate protection of products whilst repairs are being carried out. All administration, invoices and statistics relating to any client will be controlled by our accounts department to whom any query or request for information should be directed within 10 days. In the unlikely event of any loss or damage occurring to any product through VideoTechs' negligence, appropriate compensation will be paid to the owner of the product. 9. Indemnity and insuranceThe VideoTechs group guarantee to indemnify the client and customer against any claims or costs arising out of faulty workmanship on the part of any of their employees. 10. ExceptionsThe following items will not normally be covered under the VideoTechs guarantee:
In addition, where any of the above causes the product to be beyond economical repair, the product will be returned to the point of origin accompanied by a written report showing full details, supported by all available documentation which may have been supplied by the manufacturer or supplier. 11. Customer relationsVideoTechs will ensure that any complaints from customers and clients are dealt with quickly and effectively. It is expected that all complaints will be cleared by effective communication between our customer care team and the local client management. However, our senior management team would be pleased to help you with any enquiries or difficulties arising. 12. ClaimbackWhere agreed with the client, VideoTechs will operate manufacturers' spares and labour claimback facilities on behalf of the client. In these circumstances the client must ensure his trading terms contain an intact guarantee and that the relevant manufacturer is advised in writing of VideoTechs' appointment as service contractor. The value of claimback will be deducted from the client's invoice prior to submission to the client for payment, subject to any valid rejection being invoiced to the client. 13. Loan productsVideoTechs will undertake to provide loan television equipment for customers wherever possible when a workshop repair has been protracted for a period not less than 5 working days. We would not normally undertake to provide loans of any other equipment type unless by prior arrangement with the client company. |
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