TRIO DOMESTIC APPLIANCES TERMS AND CONDITIONS OF SERVICE
Initial charges to be paid by card or BACs prior to callout or in cash on booking with our office. Once paid, Trio have 30 days to attend the appointment. Where the appointment has not taken place due to a delay caused by Trio Domestic Appliances you will be reimbursed the full inspection fee. Where Trio Domestic Appliances are booked to attend and the customer wishes to cancel, providing the engineer has not attempted a failed visit you will be reimbursed the initial inspection amount.
Trio Domestic Appliances are unable to return or cancel parts to any supplier once ordered unless received faulty or damaged. If you request or proceed with a quotation the balance due for parts is payable on go-ahead to secure the part order. Once an order is placed it cannot be cancelled and therefore if you terminate the repair you would not be entitled to a refund or reimbursement. If parts are delayed longer than 30 days or no stock confirmed once an order is placed, we will process a refund or reimbursement of the particular part costs, along with additional labour not yet carried out.
Parts are supplied with a 90-day guarantee from the time of ordering from the supplier; cosmetic/plastics and accessories are excluded from this as a general rule but can be confirmed on a case by case basis. If a part fails with 90 days of previous booking date and is confirmed a manufacturing fault, this would be replaced FOC. If faults occur and the part previously replaced is not a fault a repair quotation would be provided.
Once a quotation is accepted, we will endeavour to complete the repair within our target turnaround of 10 days subject to spares availability, but we cannot guarantee a completion date. Once a repair has been completed, we will confirm to you either by telephone or email to confirm. Outstanding payments are to be settled in full on completion of the job.
While every effort is made to provide customer satisfaction, we cannot guarantee that other faults may develop in the near future or even on the same day.
Warranty terms and Conditions
These are unaffected and remain with your warranty provider unless we provide a chargeable repair, then we will give a 90-day warranty on the parts fitted only. If your product was to fail within 90 days, we would inspect free of charge. If the problem is related to the parts fitted, the repair will be covered free of charge, however, if the problem is confirmed to be with a different part, a repair quotation will be provided before we continue. Please see manufacturer warranty terms and conditions for callout where applicable.
Escalation Process: We trust that the above information will be of use to you. However, if you should have any additional questions, please do not hesitate to contact us and we will endeavour to assist.
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.
To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.
In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact us on 01174 566 031 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/.
Either call us on 01933 400590 or email us at firstname.lastname@example.org
We will respond within 2 working days of receiving your complaint.
Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted Trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction, you may wish to refer your complaint to them. If you wish to do so, please contact Which? Trusted Traders in the first instance on 01174566031.