Customer care

Customer Care Policy

Purfleet Commercials Ltd. is committed to providing the highest standards of customer service. We strive to ensure that all customers receive an exceptional experience when engaging with our products, services, and team. This policy outlines our dedication to customer satisfaction, how we handle customer interactions, and the processes in place to resolve any issues or concerns.

1. Customer Commitment

At Purfleet Commercials Ltd., we value our customers and are dedicated to building long-lasting relationships based on trust and mutual respect. We aim to:

• Provide high-quality products and services that meet or exceed customer expectations.
• Treat every customer with professionalism, respect, and courtesy.
• Listen carefully to customer needs and feedback to continuously improve our offerings.

2. Customer Service Standards

We are committed to maintaining a high level of service across all aspects of our business, including:

• Product Quality: We ensure that all vehicles, parts, and services we offer are of the highest quality and comply with industry standards and regulations.
• Clear Communication: We will always provide clear, accurate, and timely information about our products and services, including pricing, availability, and delivery times.
• Responsive Support: Our customer support team is available to address inquiries, assist with vehicle purchases, and provide after-sales support. We will respond to all queries promptly, typically within 24 hours.

3. Customer Feedback

We welcome feedback from our customers as it helps us improve and serve you better. Customers can provide feedback through the following channels:

• Online surveys
• Email
• Phone
• In-person consultations

We encourage customers to share their experiences, whether positive or constructive, and we will take all feedback seriously to improve our service.

4. Complaint Handling Procedure

If a customer is dissatisfied with any product, service, or experience at Purfleet Commercials Ltd., we have a clear and fair process in place for handling complaints. Our steps are as follows:

1. Acknowledge Receipt: We will acknowledge your complaint within 24 hours of receipt.
2. Investigation: We will investigate the issue thoroughly and review all relevant information, including customer communication, service history, and product details.
3. Resolution: We will aim to resolve the complaint within 5 working days. If a resolution is not immediately possible, we will keep you informed about the progress and offer alternative solutions where appropriate.
4. Feedback: Once a complaint has been resolved, we will ask for feedback to ensure that the solution meets your expectations.

5. Customer Support and After-Sales Service

We are dedicated to providing continued support even after a sale. Our after-sales services include:

• Warranty Services: We offer comprehensive warranty options on our vehicles and products. If any issues arise during the warranty period, we will work quickly to resolve the problem.
• Maintenance and Repairs: We provide ongoing maintenance and repair services for vehicles sold by MAN Truck and Bus UK. Customers can schedule services conveniently with our service department.
• Parts and Accessories: Our parts department is fully stocked with genuine replacement parts and accessories to keep your vehicle running at its best.

6. Privacy and Data Protection

We are committed to protecting your privacy and ensuring that any personal data we collect is handled responsibly. We adhere to all relevant data protection regulations and guidelines, including the General Data Protection Regulation (GDPR), and will not share your personal information with third parties without your consent, unless required by law.

7. Continuous Improvement

At Purfleet Commercials Ltd., we are committed to continuous improvement. We regularly review and update our customer service practices to ensure we are meeting the evolving needs of our customers. Our staff undergoes regular training to enhance their skills and knowledge in customer care.

8. Contact Us

If you have any questions, concerns, or need assistance, please do not hesitate to contact us via the contact Page.

We look forward to providing you with exceptional service and ensuring your complete satisfaction with Purfleet Commercials Ltd.

This policy demonstrates Purfleet Commercials Ltd.'s ongoing commitment to excellent customer care and satisfaction. Thank you for choosing us.