We have restructured the free support service that we offer at Seaward. We receive a large number of incoming enquiries every day on very wide range of subjects - everything from "how do I switch it on" to requests for detailed application problems with a particular type of test or appliance. We have restructured the system to ensure that we can offer professional advice to all those who need our support and assistance
Some enquiries take a matter of minutes to address, others require either more detailed explanation or some research by our support staff which can several hours to resolve - and that is always our objective - to fully resolve the problem. With the previous telelphone based system it was not uncommon for a member of our support team to spend in excess of one hour talking a customer through a problem.
All of our support staff are qualified engineers with a broad experience of our products, their applications, legislation and regulations relating to our industry and I take great pride in the quality of support my team are able to offer. Our new web based system allows them to provide an appropriate level of detail and do this in a written format which the customer then has for future reference.
The service we provide is unique in our industry and its completely free in a world were the norm is to charge for support contracts which offer limited advice on a limited number of subjects. A telephone support system is a great vehicle for servicing straightforward problems which have an instant solution or when problems are best resolved by real time discussion and when this is the case we will use the telephone to support our customers.
I know that you have used our free support service on many occasions and I can assure you that your enquiry will be dealt with within the specified time.