We would like to assure all of our customers that we will remain open for business during this difficult time. Since the 18th of March, all of our staff have been working remotely and are fully equipped to provide the usual support and advice for our customers. The websites remain live and functional as ever, with all phone, email and live chat support continuing uninterrupted.
We want to reassure you that we will continue to function as normal and our teams are fully committed to our customers, our staff and our partners. Below are the latest specific updates:
Quotes & Placing New Orders:
Our sales teams are all working as normal and all websites remain live to take orders 24/7. Orders are now being allocated on a ‘first come first served’ basis, and once manufacturing resumes these will be processed and delivered in the order that they were received.
Our staff remain on hand to answer your questions, help you with your quotation and process your order. We do anticipate high volumes of demand in the coming weeks once the government rules are relaxed, so if you do have a project or order requirement we advise that you place your order as normal to avoid disappointment or delay.
If you wish to place your order and postpone the survey until after the self isolation period, this is completely fine and your appointment will be given priority once the government rules are relaxed.
As of March 25th, the majority of our manufacturing plants have temporarily halted production. This is in line with government advice and to protect the health and wellbeing of staff. If you have a delivery booked in the coming days or weeks, you will be contacted by a member of our staff to confirm what is happening. Many customers are asking us to postpone deliveries, particularly for heavier items where assistance is required. This is completely fine and we are happy to do this.
If you have an installation booked, we do still have installers available for essential work only, observing the social distancing advice from the government at all times. You will be called before the visit to confirm if anybody in the household has any symptoms, in which case the visit will be postponed. If you prefer to postpone your installation date this is no problem, please let a member of our team know ASAP.
Warranty Claims & Remedial Visits:
Any warranty claims for replacement parts etc. will be dealt with as normal, although please note the delivery of any replacement items will now be delayed for at least three weeks as most of our manufacturers have temporarily shut down. All parts will be sent out as soon as staff are back on these sites.
Any remedial visits will be carried out as normal, subject to the social distancing measures outlined above. Please allow for extended lead times on remedial visits during this difficult period, as we do have limited installers available. We also politely ask that customers delay any ‘non essential’ remedial work requests until after the government rules are relaxed and work life is returning to normal. This will allow us to better serve customers who have more urgent requirements.
Please note all measures are subject to change given the current fast-changing situation, and we will always act in line with government advice for the safety and well-being of our staff and customers.
We would like to thank you for your understanding and continued support. We wish all of our customers the very best during this testing time, and encourage everybody to stay safe and healthy.
GFD Trading LTD