Customer charter
Our customer charter details what we aim to achieve when dealing with both new and ongoing customers and projects. Although they do not make up part of our contract with you, they should provide a reliable guide of what to expect from The Design Mechanics. If, for whatever reason, we believe a project is not going to hit our aimed-for timescales by more than 24 hours we will always do our best to let you know!
Remember - if you need your project completing to a specific deadline, please inform us of this on ordering.
Our commitment to you and your initial enquiry:
We commit to respond to any enquiry (whether by email, online form or telephone call) within 1 working day.
We commit to providing written quotations for bespoke, non-listed items within 3 working days of request if not sooner.
We commit to your telephone call always being answered, by a human being, within normal working / office hours.
We commit to ensure an appointment time can be made available to you within 5 working days of your enquiry.
We commit to ensure that all quotations provided will not exclude any hidden costs and will include all design, e-proofing, artworking, printing, web-building and local delivery.
Our commitment to you and your meetings with us:
We commit to always be on time for agreed meetings. If there is any known delay outside of our control we will contact you beforehand.
We will always offer you a drink during our meetings.
We commit to never "hard sell" anything to you in a meeting.
Our commitment to your project delivery:
We commit to provide initial e-proofs to you within 7 working day of our order but wherever possible we aim to achieve this in less than 5 working days (assuming you have provided all information necessary to achieve this).
We commit to ensure that all amendment requests are dealt with and new e-proofs issued within 3 working days of receipt. Additionally, we will always endeavour to complete all amendment requests 100% accurately.
We commit to ensure that all print requests are delivered to you within 5 working days of print approval. Where a project will take longer because of bespoke finishing we will inform you of this.
We commit to ensure that all website projects will be fully built, cross-browser tested and live online within 5 working days of approval.
We commit to ensure all website amendments are completed within 3 working days of request.
