- Response times
- Spares policy
- Corporate identity and confidentiality
- Indemnity and insurance
- Customer relations
- Disposal of customer’s property
1. Response Times
a) Field service
We make every effort to attend calls received before 5pm by the next working day but in any event within 2 working days, providing customer access is available.
b) Non-technical service
Non-technical service e.g. Adjustments, etc. will be charged at the standard rate.
We will agree a mutually agreeable time slot to visit your home or office. Our customer services will call you a day before the appointment to advise on a time slot. CESN will make every effort to meet customer requests where this is convenient. Any agreed Callout fee must be paid upon our technician’s callout visit at your premises.
3. Spares policy
CESN have a stock holding policy for spare parts and components. Where spares have to be ordered, we shall order them on the same day as the estimate is approved, 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 CESN.
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, CESN do not charge for any component unless the manufacturer refuses a free issue, free exchange or claimback value.
Repairs of all products are under guarantee against the recurrence of the same fault for a period of ninety days (this includes parts and labour). A similar fault in the same section of the product during this period will carry a parts charge only. Unrelated repairs will be charged for in full. Our repairs are covered under the Supply of Goods and Services Act 1982, the Sale of Goods Act 1979 and the Sales and Supply of Goods to Consumers Regulations Act 2002.
CESN undertake procedures 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.
CESN manages training in conjunction with manufacturers for all new products in order to develop further technical skills for the benefit of its clients.
6. Corporate identity and confidentiality
Field service engineers when attending calls will carry formal identification and will always quote the client company on whose behalf they are acting.
CESN ensures 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.
8. Indemnity and insurance
CESN 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.
The following items will not normally be covered under the CESN guarantee:
- Spares no longer available
- Liquid spillage of any kind
- Wilful or malicious damage
- Accidents (other than whilst in the company’s possession)
- Acts of god (lightning, flood, etc.)
- Intermittences (where a fault has not manifested itself whilst under test and has to be re-worked at a later date)
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.
10. Customer relations
CESN 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.
Please submit any feedback or complaints by email to firstname.lastname@example.org using your job number as reference.
Where agreed with the client, CESN will operate manufacturers’ spares and labour claimback facilities on behalf of the client.
To make an enquiry, please call us on 0208 337 8000 or email us at email@example.com
For our Refund Policy, please click here.
12. Disposal of customer’s TV/DVD sets
In a case where any customer does not respond to us or confirm on when or how to proceed with the repair on their TV or DVD set within 30 days of us giving them an update on the repair of their unit, then Consumonics ltd. reserves the right to recycle/dispose the customer’s property without any further notice or reminder. The customer must notify before the end of the period of thirty days if they require more time. Any storage period beyond the 30 days will be subjected to storage and administration charges.