customer service guide - vicaima · declan lynch rodrigo cruz chilterns, east anglia and north...

Notes:

CUSTOMER SERVICE GUIDE

This document can be changed without prior notice.

As a valued customer, Vicaima is committed to constantly improving the service we offer you. The following guide sets out our key performance indicators and useful contacts throughout the Vicaima UK organisation.

ESTIMATING AND QUOTATIONS:

YOUR ORDERS:

ORDER ACKNOWLEDGEMENTS:

EstimatesPaul HenlyLester PrattGary WaltonChris SinonNicole BakerChantelle Seickell

All quotation requests to:Senior EstimatorEstimatorEstimatorEstimator / DraughtsmanEstimating AssistantEstimator

01793 50763201793 50928201793 50763801793 50763101793 50763201793 50928001793 402073

[email protected]@[email protected]@[email protected]@[email protected]

Quotation requests Must be in writing and addressed to [email protected], with return date indicated. Please state site name where applicable.

Specials/Made-to-Order Doors

Information may be required from factory and customer will be advised if this will delay quotation.

Lead-time We aim to return “door only” estimates within 1 day and 'doorkits / set' estimates within 5 days, subject to complexity of enquiry.

Jamie HallAndy GriffinRichard RushtonDonna O’NeilNicola TaylorKellie AckersRob PattersonLuke StunellPaulo VitorioChris O’Shaughnessy

Sales Office ManagerMerchant AdministratorMerchant AdministratorMerchant AdministratorMerchant AdministratorSales AdministratorProject AdministratorProject AdministratorProject AdministratorProject Administrator

01793 50763901793 50763001793 40206401793 40206101793 40207201793 40206001793 40206601793 40207101793 50763301793 402060

[email protected]@[email protected]@[email protected]@[email protected]@[email protected]@vicaima.com

To ensure smooth and accurate execution of your orders, please be advised of the following:

Placing an orderInformation requiredSpecial InstructionsNon standard pricingDelivery schedulesSite access

Must be in writing complete with order number.Quantity, description (size/veneer), price, handing and ironmongery finish where applicable.Indicate if servicing is required.Order should be accompanied with quotation.Submit on purchase order form indicating code/size of doors required and total by plot.Details should be given, i.e., any restrictions or special requirements.

Stock ordersMade-to-Order/ServicingSpecial Instructions

Acknowledgement sent within 2 working daysAcknowledgement sent within 5 working daysAcknowledgement should be signed/dated and returned as confirmation of acceptance of termsCancellations not accepted once order placed with factoryOwnership of product must take place no later than 4 weeks from the acknowledgement delivery date

www.vicaima.comMarlow Avenue – Greenbridge Ind. Est. – Swindon – Wiltshire SN3 3JF Tel: 01793 532333 | E-mail: [email protected]

Vicaima LimitedMay 2016

Notes:


EXTERNAL SALES CONTACTS (See map provided):

DELIVERIES:

COLLECTIONS:

Andy Sainsbury-Brown

Gerry Crook

Jamie SimsStephen PearceDaniel PorterSyd DonnellyDeclan LynchRodrigo Cruz

Chilterns, East Anglia and North LondonSouth East England and South LondonChilterns, East Anglia and North LondonSouth East England and South LondonNorthern EnglandNorth Wales and West MidlandsSouth West and South WalesScotlandNorthern and Southern IrelandSpecial Projects

07584 236096

07824 436210

07841 67150807469 14086107551 17067307824 6923350035386050592307469 159344

[email protected]

[email protected]

[email protected]@[email protected]@[email protected]@vicaima.com

Please contact your external Vicaima Area Sales Manager to book a meeting.

Key points to be discussedInformation requiredInformation requiredNon standard pricing

Your project / order requirementsMatters relevant to Health & SafetySite delivery and access restrictions, previously not availableSite schedule of work and completion dates

Vicaima understands the importance of providing its customers with realistic delivery lead-times. However, whilst we are making every effort to keep our lead-times to a minimum and ensure we meet the requirements of our customer, we cannot guarantee delivery dates and provide estimated dates as a delivery

A collection service from our Swindon warehouse is provided subject to availability.

Collections must be pre-booked giving 48 hours notice, when a specific time slot will be allocated.

Collections are normally available Monday to Friday between 8.00 to 12.00 and 13.00 to 16.00.

To enquire about this service please contact your Sales Office Administrator

Stock items*Stock serviced itemsMade-to-Order itemsMade-to-Order/ServicedCall OffsTrades peopleDeliveries direct to siteChanges to delivery dateRefusal of delivery

1 week (subject to availability)3 to 4 weeks6 to 8 weeks8 to 10 weeksMinimum of 4 weeks prior written notice required. No stock allocated until the call off is receivedDo not book until receipt of doors has taken place24 hours advanced notice will be givenAt least 5 days written notice requiredSubject to re-delivery charge

* Please note that stock products should be allowed a longer call-off period to ensure that Vicaima can maintain stocks at the required levels. It is advisable to call-off both stock/stock serviced products at the same time, in order that they are delivered together, i.e., 4




TECHNICAL SUPPORT:

Andy GordonTechnical questions

Technical Manager

Installation instructions, specification sheets, drawings and other useful technical information can be found on the Vicaima UK website. Visit www.vicaima.com

01793 402067 [email protected]

Notes:


AFTER SALES - QUALITY/SHORTAGES/DAMAGE:

ACCOUNTS DEPARTMENT:

GUARANTEE:

Our aim is to deal with customer service issues as quickly as possible. To enable this Vicaima welcomes customers' assistance in providing as much notice as possible with regard to; changes in delivery dates, issuing fully complete Purchase Orders, and providing quotation references with special orders.

Julie Adair

Delivery / Shortage queries

Quality & Damage claims

Site inspections

Collections/Returns

Customer Service (Quality and Damage)

Write on delivery note at time of delivery and submit claim in writing no later than 3 days following receipt of delivery to your dedicated AdministratorWrite on delivery note at time of delivery and submit claim in writing along with photographs no later than 3 days following receipt of delivery to the Customer Services DepartmentClaims process may take up to 1 month to allow for further investigations and inspection wherenecessaryEstimated dates for collection of doors will be advised


Joanne WigginsSamantha LoveseyCharlotte Singleton

Credit ManagerCredit Controller Credit Controller

01793 50763601793 40206301793 402065

[email protected]@[email protected]

Invoice queriesProof of deliveryRemittance Advice

Must be submitted in writing within 7 days of receiving your invoiceA proof of delivery must be requested well in advance of the invoice becoming due for paymentPlease supply a remittance with each payment

Vicaima doors and frame assemblies are guaranteed for 10 years against faulty material or manufacture. This excludes ancillary items i.e. glass, ironmongery etc. which are covered by the appropriate manufacturers own guarantee.




MARKETING AND COMMUNICATIONS:

Paul KingLiterature

SamplesProduct Images

Head of UK Marketing

Price lists/brochures can be downloaded from website www.vicaima.com or email [email protected] Please email [email protected] for product samples, i.e. swatches/corner sections/door samplesImages of Vicaima products may be provided subject to use, please email [email protected]


Notes:


VICAIMA UK & IRELAND EXTERNAL SALES AREAS MAY 2016:




KA

KW

AL

B

BA

BB

BH

BL

BN

BS

AB

EH

EX

KA

KYKY

L M

ME

MK

ML

PAPA

PE

PH

PL

PO

PR

SASG

SK

SLSN

SOSP

SS

ST

SY

G

BT

IV

DD

FK

TD

NEDG

DHCA

DLTS

LAYOHG

BD

HULSWF

DN

LNS

HX

HD

NG

OL

WA

CHCW

LL

LL

DETF

WV LENR

IP

COCM

NNCVDY

WRLDHR

GLNP

OX

CF

LU

RG

TA

TQ

DT

GU RH TNCT

KYPA

FY

SR

BR

E

EN

N

SE

SM

SW

W

WD

HA

UB

IG

RM

DA

CR

TW

NW

KT

LONDON

CB

TR

seeinset

KA

WN

HP

WC

EC

Northern and S.Ireland

Scotland

Northern England

North Wales & Midlands

South West England & Wales

Chilterns, East Anglia, South East

England, North London & S. London

Not Area Specific

PA

PAPA

PA

Declan Lynch

Syd Donnelly

Jamie Sims

Stephen Pearce

Daniel Porter

Andy Sainsbury Brown

Gerry Crook

Rodrigo Cruz

BT & Counties of Ireland

AB, DD, DG, EH, FK, G, HS, IV, KA, KW, KY, ML, PA, PH, TD, ZE

BB, BD, BL, CA, CH, CW, DH, DL, DN, FY, HD, HG, HU, HX, L, LA,

LN, LS, M, NE, OL, PR, S, SK, SR, TS, WA, WF, WN, YO

B, CV, DE, DY, HR, LD, LE, LL, NG, ST, SY, TF, WR, WS, WV

BA, BS, CF, DT, EX, GL, NP, OX, PL, RG, SA, SN, SP, TA, TQ, TR

AL, BH, BN, BR, CB, CM, CO, CR, CT, DA, E, EC, EN, GU, HA, HP, IG,

IP, JE, KT, LU, ME, MK, N, NN, NR, NW, PE, PO, RH, RM, SE, SG, SL,

SM, SO, SS, SW, TN, TW, UB, W, WC, WD

Special Projects

customer service guide - vicaima · declan lynch rodrigo cruz chilterns, east anglia and north...

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