The following table defines the procedure you should follow in the unlikely event there is an on-site issue.
|
Issue |
Technician’s Action |
Customer’s Action |
|
Product cannot be installed at all because the brackets (or other parts) are the wrong type, or were not supplied. |
Note for customer what has to be re-ordered. |
* Customer order missing parts. * Customer contact the Technician once product is on site. Customer and Technician to agree on payment for additional trip charge. |
|
Product is defective, damaged, not delivered as ordered, wrong color, etc. |
* At the customer’s request, install or do not install product. * Note what the problems are, for the customer to reference when placing the reorder. |
* Customer reorders the product. * If needed, contact the Technician once product is on site. Customer and Technician to agree on payment for additional trip charge. |
|
Blinds are the wrong size because the customer ordered incorrectly. |
* At customer’s request, install or do not install the product. * Note what the problems are, for the customer to reference when placing the reorder. |
* Customer reorders the correct product. * If needed, contact the Technician once product is on site. Customer and Technician to agree on payment for additional trip charge |
|
Blinds are the wrong size because the Technician measured incorrectly. (Product can be altered). |
* Technician will repair, on or off site, to meet customer’s reasonable satisfaction. * If a return trip is necessary there will be no additional trip charge. |
* Customer should be patient while the Technician takes the necessary steps to solve the problem. * There will be no additional charge for either altering product, or return trip. |
|
Blinds are the wrong size because the Technician measured incorrectly. (Product cannot be altered and must be reordered). |
Immediately phone NBI (877) 658-3196. Technician to supply NBI with: * The web site the order came from * The order number and date * The style & color of the blind * The correct measurements * The original ordered measurements NBI will order the correct product which will be delivered to the customer. |
* Customer should be patient while NBI orders the product. * Contact NBI and Technician once the product is on site. * There will be no additional charge for product, or return trip. |
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