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CUSTOMER SERVICE
Diamond Wire Technology, LLC prides itself in world class service.
Our service technicians are factory trained
with extensive mechanical and electronic backgrounds.
We are firm believers that our sales department
sell the first machine to a customer, but any subsequent
orders are due, in large part, to our world class customer service.
Have a look at our customer service policy
to get an in-depth look at what's behind the most
important
aspect of our operation.
CUSTOMER SERVICE POLICY
It is our belief that customer satisfaction equals
success, both for the customer and for Diamond Wire
Technology, LLC. To that end we maintain a customer service
policy that is a living, breathing document. We review
and update it periodically and always strive to met
the benchmarks we set for ourselves. If you have comments
please let us know at info@diamondwiretech.com
- Always treat customers with courtesy and in a professional
manner, whether over the phone or at the customer's
facility.
- "Machine down" situations will always
take precedence over other service problems.
- Telephone response time to the initial call will
be one hour or less.
- Whenever possible, isolate and solve the problem
in a timely manner and when promised. The goal is
to respond within 24 hours.
- If a service visit is required, we will have
technicians onsite in a timely manner. When a machine
is down, the goal will always be to be on site within
24 hours, for other types of planned service, response
time will be no more than 3-4 days.
- While at a customer's facility, our service engineers
will always dress professionally, have the right tools
for the job, and treat customers with courtesy and
in a professional manner.
- At the completion of each service call, service reports
will be filled out accurately and neatly and signed
by a responsible party.
While at a customer's facility, the service engineer will observe general machine
conditions and operations (perhaps beyond the reason
for the service call) and be prepared to make recommendations
for improving machine performance.
CONTACT
We look forward to supporting your process needs.
Please contact our service/support for any questions or comments you may have.service@diamondwiretech.com |
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