PSSLTD Posted November 10, 2008 Share Posted November 10, 2008 DuncanIm assuming the site visit charge would not be charged IF it was an equipment or panel fault etc (ie you gear). If it wasnt an equipment failure then id see you would charge. That is true, if the item in question is in warranty and the damage does not look like it was caused through miss use you will not be charged. However like many other manufacturers we operate on a returns basis and this would be the first we would suggest we supply you a spare and you return the other to see if we can find a fault with the equipment etc. All equipment comes with 1 years warranty and beginning with all our other changes in the new year we will be able to offer an extended warranty period if certian conditions are met. (Test procedures and such) In the new year we shall be offering 24 hour support and a responce/site attendance to any who have problems on a fresh install (terms and conditions apply. again chargable if down to user error) and for any other occation we can normally attend within 5 days of you request/order. All details will be posted on our website in the new year. WRITTEN BY DUNCAN (FIELD SUPPORT) Link to comment Share on other sites More sharing options...
james.wilson Posted November 10, 2008 Share Posted November 10, 2008 i see, makes sense if we attended to a system and it wasnt a fault of the system or our fault we would also charge securitywarehouse Security Supplies from Security Warehouse Trade Members please contact us for your TSI vetted trade discount. Link to comment Share on other sites More sharing options...
esp-protocol Posted November 11, 2008 Share Posted November 11, 2008 All this 24 hour response and ability to attend site etc sounds great but to my mind if the kit works straight out the box like it should then why is there a need for such an encompassing support network ?? We install various other panels eg. Kentec/Advanced/Haes/EMS etc and 99/100 they're screwed to the wall, powered up, commissioned and they work. We don't need HNC's etc to get them working..... It sounds to me like you've had build quality issues.......? Link to comment Share on other sites More sharing options...
PSSLTD Posted November 12, 2008 Share Posted November 12, 2008 All this 24 hour response and ability to attend site etc sounds great but to my mind if the kit works straight out the box like it should then why is there a need for such an encompassing support network ??We install various other panels eg. Kentec/Advanced/Haes/EMS etc and 99/100 they're screwed to the wall, powered up, commissioned and they work. We don't need HNC's etc to get them working..... It sounds to me like you've had build quality issues.......? Like the other panels you have mentioned ours will do the same however like many things a few can spoil it for the rest and due to a bad spell we had when we switched delivery services we have had improved our build quality for trassit perposes. We are offering this service to rebuild confidence in people using our systems and being comforted in the fact that if for any reason at all your system will be operational. All of these issues could have been avoided by having obsevent engineers that check systems over before power up, however as you have said and we have also agreed to a panel should screw to the wall and work. This 24 hour response is mainly there for people, for when (and they do) occosionaly make a mistake and require a system to be up and running ASAP and due to this an engineer will attend to give the whole system a once over and replace anything nessecery at this time. We are a support company and so support is what we will give. WRITTEN BY DUNCAN (FIELD SUPPORT) Link to comment Share on other sites More sharing options...
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