287 Technical Service Charter
Who we are
Karndean Designflooring's Technical
Services department works closely
with our partners, offering technical
support and information to help
ensure the best support to you and
your customers.
What we do
Our team of fully trained technical
service advisors are available to
support partners, installers, specifiers
and contractors with technical
installation queries, product
specification advice, product issues
and general aftercare enquiries.
Site inspections are carried out by
Karndean's own product technicians,
so that we can understand common
issues and identify how and where
problems occur. In addition, our fitting
instructors run training courses to help
make sure all installers are completely
up to date with new techniques,
tools and sub floor materials. We're
constantly developing and improving
our service, with the aim of helping
with your enquiries and resolving any
issues and complaints as efectively
and eficiently as possible.
Our commitment to you
We guarantee a friendly and helpful
service, fair appraisal of issues and
complaints, and a determination
to work to the best solution. Our
assessment will be impartial and
honest, and in turn we request that
you inform us as soon as possible
before or during the fitting process of
any potential problems, so that we can
give you specific help and advice.
Our Service Standards
We follow best practice guidelines in
our commitment to quality service.
We aim to resolve your issue or
complaint within 20 working days
and promise that during the period
of investigation we will communicate
regularly with you to keep you up to
date with developments.
Our process for handling issues
and complaints:
• Any issues or complaints received
before 4pm will be logged and
acknowledged on the same day
(next working day for those
received after 4pm).
• Our product technicians will contact
you within 2 working days to discuss
the issue.
• Site inspections will be carried
out within 10 working days, at a date
and time convenient to and agreed
with you.
• Following investigation we will supply
you with a full impartial assessment of
our findings and recommendations.
We're here to talk
We are constantly looking to improve
our service and encourage our
partners, specifiers, installers and
contractors to contact us with any
technical issues. To get in touch, call
us on: 0044 (0)1386 820102 or email
us: technical@karndean.co.uk//karndean.co.uk" target="_blank" title="Visit karndean.co.uk">karndean.co.uk.
Paul Barratt,
Managing Director
Technical Services Charter
Supporting you, supporting your customers