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Terms of service
Response Times
 Field service
We make every effort to attend to booking to your site at the time specified.
 Appointments
We will agree on a mutually agreeable time slot to visit your school or business.  Our customer services will call or text you a day before the appointment to advise on a time slot.  We 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 to your premises.
Spares policy

We have a stock-holding policy for spare parts and components. Where spares have to be ordered, we shall order them on the same day, but in any event no later than the day following. Customers will be advised of any delay due to spare order placement. An effective order progress system is maintained by us.

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An effective “work in progress” system is maintained in our service center and clients will be informed of any repair in progress with an excessive delay.

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All components will be at least equal to the original manufacturer’s specification or British standards institute specification, whichever is relevant.

Warranty
Repairs of all products are under guarantee against the recurrence of the same fault for a period of 6 months (this includes parts and labor). A similar fault in the same section of the product during this period will carry a parts charge only. Unrelated repairs will be charged 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.
Training

We 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.

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We may also record our calls for quality and training purposes.

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.

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We undertake steps and training to ensure that our staff keeps any personal information strictly confidential, that has been given or gained on behalf of any client. We may also record our phone calls from time to time for quality and monitoring purposes. Please check our Privacy Policy.

Control

We ensure 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.

Indemnity and insurance

We 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.

Exceptions

The following items will not normally be covered under our guarantee:

  • Spares are 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 that may have been supplied by the manufacturer or supplier.

Customer relations

We 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 inquiries or difficulties arising.

Please submit any feedback or complaints by EMAIL using your job number as a reference.

Disposal of customer’s Interactive Display screen

In a case where any customer does not respond to us or confirm when or how to proceed with the repair of their equipment set within 30 days of us giving them an update on the repair of their unit, then ClassrooID Ltd. reserves the right to recycle/dispose of the customer’s property without any further notice or reminder. The customer must notify us before the end of the period of thirty days if they require more time. Any storage period beyond 30 days will be subjected to storage and administration charges.

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