6.4.1 What system will be used for processing orders, shipping, and billing?
Our services are simple to serve. For processing orders, shipping and billing there are two systems that we have provided for our convenience
Self-billing
In this self-billing, clients just only come to office for settle all of the processing orders, shipping and billing. Figure 1.0 shows the flow of costing in self-billing process
Tendering method
This method of payment are involved a client who enter the project up to RM 500,000.00. When clients enter the tendering process, all the process of orders, shipping and billing will be allocate under tender and the receipt as return. Figure 2.0 shows the tendering process
6.4.2 What methods of payment will customers be able to use?
As we are provided bigger services major in geotechnical, all of the payments about our services will be turn in form as below:
Our services are simple to serve. For processing orders, shipping and billing there are two systems that we have provided for our convenience
Self-billing
In this self-billing, clients just only come to office for settle all of the processing orders, shipping and billing. Figure 1.0 shows the flow of costing in self-billing process
Tendering methodThis method of payment are involved a client who enter the project up to RM 500,000.00. When clients enter the tendering process, all the process of orders, shipping and billing will be allocate under tender and the receipt as return. Figure 2.0 shows the tendering process
6.4.2 What methods of payment will customers be able to use?
As we are provided bigger services major in geotechnical, all of the payments about our services will be turn in form as below:
Cheque
Electronic payment system such as credit card
Electronic payment system such as credit card
Down payment
Self Billing
Clients who are in self billing, they are not considering to pay a down payment for some limitation. They are free to pay for a certain amount. Generally is 30% and above from total cost of the project
TenderingClients are able to pay a down payment first before running the project then the balance will be settled after completion of the project. There are actually 5% from the total cost of the all project
Pay after completion the projectPay all the costing after completion of the project. Client who pays the total cost after the completion of the project without any down payment, interest about 2% will be added to the total cost of the project. Otherwise, clients will give a penalty for the late of the payments. All the payments should be paid a week after completion of the project.
6.4.4 What is your return policy?
If you receive an incorrect, damaged or defective result, you can request a replacement. Return it with the original receipt and original report of the date of purchase. All units are subject to a comprehensive set of tests/ analysis as part of the service, recalibration and test process. Any customer reported faults or concerns are investigated and rectified. Based on our company, if our customer complain about the test that had already done at site, maybe the result is not fulfill the standard, we will give the service in order to comply the request of our customer. As for example, the test will be able to run are soil investigation, boring test, mackintosh probe test and others. Besides that, we also provide the new report which is contain with the current result of test that already done base on the customer demand. For the payment, we'll also pay the return shipping costs if the return is a result of our error. The shipping cost of that returned item will be deducted from your refund. The amount deducted will be equivalent to ourstandard shipping cost for that item. The delivery report is depending on the distance between head office and site area
6.4.5 What warranties will the customer be offered? Describe these or any other service guarantees?
Our company will provide the warranty for the customer. We stand one year warranty on all supplied such as material and machinery. Besides that, for any incorrect and defective data we even give warranty for 6 months. Based on our business, which is give the geotechnical services, absolutely our company will fulfill the customer demand in order to give the best result and good quality according to the SAMM (Skim Akreditasi Makmal Malaysia) standard. All the result after done the field and laboratory testing is officially obtained the confirmation from the SAMM accreditation. Between the SAMM, other warranty is obtain the requirement base on ISO/IEC Guide 25 (1990) certified company. We have our own recognized test laboratory to check the quality & for pre shipment inspections.
6.4.6 What after sales support will you offer customer and what will you charge (if anything) for this support?
Our company will provide the consultancy especially in design services. The design services are including designing in geotechnical structures such as foundation, retaining wall, soil improvement and geo-materials. Between this services, we also provide the second copy of the report if had a request from the customer, but the testing that will be done is based on the test that offered to the customer
6.4.7 Is there or system for customer feedback so customer satisfaction (or the lack of it) can be tracked and addressed?
