We would like to take this opportunity to thank you for choosing Altech Autopage Business
Solutions as your preferred service provider. As we value your business and would like
to ensure that we enjoy a long and mutually benefi cial business relationship, we are
submitting for you perusal this document which will acquaint you with our service structure
which forms a part of our service commitment to you as a valued client.
We are also submitting
to you the cellular warranty terms and conditions document so that you will be able to
understand how the warranty claims process works as well as associated terms and conditions.
In order to ensure a seem-less and easy processing of your queries, please take note of the
contact numbers and email addresses of our dedicated client services team provided below:
Sales: |
Etienne |
083 225 1776 |
|
Customer Services: |
|||
Technical Support: |
Erna |
072 799 6869 |
|
Repairs and VAS queries |
Zoma |
(011) 316 1661 |
|
Contract and Voucher queries |
Corlia |
(011) 316 1621 |
|
Director Karien Jankovic 083 610 8880 - Managing Director Rad Jankovic 083 656 9134
Please note that our client care helpline is open from Monday to Friday 8.00 am – 5.00 pm.
Our sales and technical support number is available from Monday – Friday 8.00 am – 7.00
pm. Should you require after hours or weekend urgent support please do not hesitate to
contact Rad Jankovic on the cell phone number provided above.
Our team is committed in offering a superior service to you as our valued client.
Please do
not hesitate to contact us at any time should any of our products or services not meet your
requirements and we will work towards a speedy and mutually acceptable resolution. We
are your point of contact for all your services needs and as such would like to inform you of
turnaround times applicable to handling sales and client care related queries.
PLEASE TAKE NOTE OF THE FOLLOWING EXPECTED TURNAROUND TIMES ON RESOLVING QUERIES:
Approval of new contracts and upgrades - 24-48 working hours
Delivery of handsets and sim cards to your premises - 48 working hours from time
of approval subject to stock availability
Activation of services on the network - 24-48 working hours. This includes but is not
limited to sim swaps, sms bundles, data bundles and other value added services.
Account queries – 36 working hours for feedback, up to 30 days (next billing date from
date of query) for complete resolution of the account query which may include failed
migrations and service activations, account credits and refunds.
Technical queries – Immediate telephonic response, 48 working hours for call outs.
Please note that call out fee of R200 excl. VAT may be charged as well as an additional
hourly fee of R200 excl. VAT per hour for IT, broadband internet and other queries
depending on the nature of the query.
Other cellular and broadband related queries – 24-48 working hours depending on
the nature of the query
Cell phone repairs – There is a turnaround time of 2-4 weeks on cell phone repairs
(Menlyn repair centre) depending on the nature of the fault. Any other manufacturers
warranty repairs will have a turnaround time of 4 - 8 weeks. The faulty cell phone can
be dropped of at any of our retail outlets or we can arrange for collection from your
premises. We do offer loan units if required subject to a fully refundable security deposit
equal to the cost value of the loan phone.
LCR queries and repairs – Same turnaround time as cellular queries applies. Should
a Least Cost Routing or fi xed cellular unit be faulty, a loan unit will be provided free
of charge until the faulty unit has been fixed. Replacement turnaround time is
36-48 working hours.
PABX queries – Determined by the relevant Service Level Agreement
IT hardware and support – Determined by the relevant Service Level Agreement.
Relevant manufacturer warranty terms and conditions apply.
Security equipment and armed response – Determined by the relevant Security
provider.
Website and Mail Support – Support is offered to our clients via e-mail. Normally the
turn around time is 24-48 hours, depending on the issue. You will be contacted and
briefed on the status of your query and will also be informed, should more time be
required in order to resolve the problem.
If you feel that we are not living up to our commitment as well as our client service ethics,
please do not hesitate to contact Rad on his cell phone number. Our service guarantee
to our clients is that should the queries be escalated to the MD, a mutually acceptable
and effective resolution will be achieved and timeous and effective feedback provided.
We look forward to a long and prosperous business relationship with you.
The Altech Autopage Business Solutions Team
DEDICATED TO SERVICING YOUR NEEDS
Yours sincerely,
Rad Jankovic, Managing Director
