We represent premium brands, the users of which rightly expect an aftersales service to match. We also know that the service level a dealership provides is how repeat business is won. This policy sets the standards we wish to hold ourselves to.

1. Whether it’s providing parts over the counter or a conducting a service/repair our aim is to support customers in yielding satisfaction and value out of their equipment.
2. Our remit is to service what we sell, not necessarily products and brands we do not sell.
3. The service manager priorities the workshop department’s workload and aims to ensure a satisfactory turnaround time while bearing in mind:
   1. We prioritise customers’ jobs over internal work;
   2. We prioritise professional users’ jobs;
   3. We recognise customers expect a rough chronological order should be respected.
4. When appropriate, we keep customers advised as to the scope and cost of their jobs to preempt surprises when a job is completed.
5. In the event of a new machine proving to be faulty we ask the customer for an opportunity to fix it before engaging in a discussion about a replacement/refund. In the event of a new machine giving repeated issues we will treat the customer sympathetically while aiming to be fair to all sides.
6. We will represent the customers’ interests when engaging with suppliers regarding warranty matters.
7. If a repair needs to be re-worked we will do so at no cost to the customer unless the scope of work widens / additional parts are required to be fitted.
8. While we offer both genuine and aftermarket parts we favour genuine parts for young/premium machines and we will only fit genuine parts on warranty jobs.
9. We provide a mobile service where it is appropriate to conduct remote servicing/repairs. Likewise, we provide a recovery service where it is appropriate to bring the work in house. For the farming sector we provide an ‘out of hours’ service for parts and, in season, for service too.
10. We invest in the necessary training, facilities and tools for our mechanics and storespeople to enable them to be productive and skilled for the tasks they can be expected to undertake. Likewise, we commit to keeping our stores well stocked and ensuring efficient parts sourcing. 
11. Safety is taken seriously. We do not expect any staff member to undertake a task that puts him/her in harm’s way.
12. Customer feedback is welcomed. Any complaints are escalated internally.

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Mark Wolfe, Managing Director