Many of you may know that the courier service FedEx UK has recently been taken over by FedEx US and at the same time FedEx US has also taken over TNT in the UK. They are slowly integrating various systems at each TNT depot and adjusting the related FedEx depot around the UK. You may have also noticed as one of our customers that this has led to a decrease in the current quality of their deliveries and we understand that some of you have been affected adversely. We are actively monitoring the service FedEx are paid to provide. We have been assured by FedEx that their overall service will continue to improve over the next few months as the integration of various systems are completed. Because of the type of products we produce and deliver (long length boxes) we cannot use another delivery firm due to general policies on overlarge freight although we are constantly revisiting our options and investigating other courier firms to see if this changes. Thank you for your patience while FedEx complete their integration.
It has become increasingly challenging for us over recent months to handle the rapid rise in volume of incoming phone calls we are receiving and speak to our customers at the time that they try to contact us.
It is our desire to continue to provide the best possible level of service for our customers in these circumstances and on this basis the management team have made the decision to swicth to a telephone call-back service: we will not be directly answering incoming telephone calls to our business.
Callers will be directed to a messaging service and given the choice to send us an email on [email protected] which will receive a prompt response prioritised by level of urgency or to leave an answerphone message which will be responded to as soon as poissible by our dedicated Customer Services Team. All messages should include customer name, contact number and details of enquiry to ensure a swift response.
As an internet-based company, orders placed on our website and queries sent by email will always be processed more quickly than those handled by returned phone messages. Please be assured that those unable to order online can leave a phone message to that end and will receive assistance over the phone when we return the call.
Here is an explanatory guide and a DIY Guide to converting our poles to a hoseless or tubeless setup