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Our clear company policies give you a transparent and consistent framework with guidelines and rules that we can both understand to ensure we develop a harmonious, fair and productive working relationship
In regard to our customer service standards, consider this: our aim is not simply to meet your expectations but to surpass them. We are steadfast in our dedication to providing exceptional service, and here’s a detailed overview of what you can expect:
Prompt Response:
We understand that time is of the essence, so expect quick responses to your inquiries, whether it’s through email, chat, or a phone call. Your time is valuable, so we want to make every interaction with us as efficient as possible.
For telephone inquiries regarding stock products, our aim is to provide verbal quotations and promptly email you a confirmation. If you email your enquiry directly or from our website and again, it’s a stock product, our target is to call you, check the details, validate your delivery expectations & quote within 1 hour of receipt.
If your enquiry is for a non-stock product to some extent, outside influences can impact our service as differing suppliers have variable reponse times . However, we will keep you up to date on our progress and deliver your quotation as soon as possible.
Empathy and Understanding:
We’re not just here to solve problems but to listen. Our customer service team is trained to approach every situation with empathy and understanding. We want to ensure we grasp the nuances of your concerns to provide the best possible solutions.
Knowledgeable Assistance:
Our team is well-versed in our products & service expectations. You can count on us to provide accurate and comprehensive information. No question is too small, and no problem is too big for us to tackle.
Proactive Communication:
We believe in keeping you in the loop. Whether it’s updates on an ongoing issue, new features, or just checking in, we’ll keep the lines of communication open. You won’t have to wonder about the status of your request; we’ll keep you informed every step of the way.
Problem Resolution:
Challenges are inevitable, but so is our commitment to resolving them. We approach problem-solving with a positive attitude, ensuring that you feel supported and valued even in difficult situations.
Our aim is not only to meet your expectations but to leave you amazed. If there’s ever a moment where we don’t quite meet that standard, please inform us, and we’ll promptly address it.
Continuous Improvement:
We’re not content with just meeting the status quo. We’re always looking for ways to enhance our services. Your feedback is invaluable, and we use it to improve and refine our customer service standards continuously.
Complete our customer survey here
Quotation are valid for 30 days from date of issue
The precision of a quotation relies significantly on the reliability and accuracy of the information provided. We commit to delivering precise solutions based on this data through our expertise. However, it is imperative that you verify that the quoted items align completely with your application requirements before placing an order. A courtesy email may be sent before the expiration of the 30-day quote period for your convenience in case you would prefer a re-validation. We reserve the right to change the price, the delivery or withdraw the quotation at any point. The
quotation will not include VAT, carriage or packing unless stated.
Delivery information:
Any delivery time given is our best estimate at the time of quote and is not guaranteed.
Please be aware that it may be subject to change due to unforeseen changes to factory lead times and current global disruption to supply chains and shipping. We progress orders regularly and will endeavour to update you ahead of the scheduled delivery date should anything change.
Next Day & Next Day Timed Delivery Services.
At least 95% of the time, next working day or timed deliveries arrive as planned. However at this time with disruptions impacting all couriers, unforeseen delays can occur. Consequently, if your order is absolutely critical & the service must be guaranteed, please ask us about our dedicated courier service. In the event our courier fails to deliver ‘on time’ providing inventory allows, we can on request arrange for a replacement to be dispatched using our dedicated courier service, but this would be at your cost.
Residential Addresses:
We use FedEx and James Wilby Logistics (Pallet Track) for our deliveries, both of whom are business to business couriers. In our experience, deliveries to residential addresses will not be a next day service. You should allow 2 to 3 working days for delivery.
Provide Detailed Specifications:
When enquiring or requesting services, be as specific as possible about your requirements. Providing detailed specifications upfront can minimise the chances of misunderstandings & quotation errors.
Ask Questions if Uncertain:
If you’re unsure about any aspect of the quotation or need clarification on certain details, don’t hesitate to ask questions. We’re here to assist you and ensure that you have a clear understanding of the order details.
Keep Records of Communications:
It’s helpful to maintain records of all communications related to your orders, including emails, messages, or notes exchanged. This documentation can serve as a reference point and aid in resolving any issues that may arise.
Provide Feedback:
Your feedback is valuable to us! If there are any improvements or changes you’d like to suggest regarding the quotation process or format, please share them with us. We’re committed to continually enhancing our services to better meet your needs.
By following these steps and maintaining open communication, we can work together to ensure that the quotation accurately reflects your requirements and contribute to a successful outcome.
Ensuring that the order confirmations align with your specific requirements is crucial to guarantee a smooth process and satisfactory outcomes. Here are some steps you can take to help us help you effectively:
Review Order Confirmations Thoroughly:
Take the time to carefully examine each order confirmation provided to ensure that all details, specifications, quantities, and pricing match your expectations.
Communicate Any Discrepancies Promptly:
If you identify any discrepancies or concerns in the order confirmations, don’t hesitate to reach out to us immediately. Clear communication allows us to address any issues promptly and make necessary adjustments. If discrepancies are not brought to our attention immediately and your order has entered production or been delivered, it may not be possible to rectify, the supplier may refuse to accept returns, and you may incur additional costs.
Non-Betech stock items:
Production and or custom builds, modification work etc: Please note that for orders of this nature (If you wish to clarify what type this order is, please contact your Sales Person found on your order confirmation) once production is commenced, any cancellation will incur a handling charge of up to and including 100% of the order value. Additionally, once these items are delivered, it may not be possible to return them for credit unless suspected as faulty.
Provide Detailed Specifications:
When placing your initial order or requesting services, be as specific as possible about your requirements. Providing detailed specifications upfront can minimise the chances of misunderstandings or errors in the order confirmations.
Ask Questions if Uncertain:
If you’re unsure about any aspect of the order confirmation or need clarification on certain details, don’t hesitate to ask questions. We’re here to assist you and ensure that you have a clear understanding of the order details.
Keep Records of Communications:
It’s helpful to maintain records of all communications related to your orders, including emails, messages, or notes exchanged. This documentation can serve as a reference point and aid in resolving any issues that may arise.
Provide Feedback:
Your feedback is valuable to us! If there are any improvements or changes you’d like to suggest regarding the ordering process or order confirmation format, please share them with us. We’re committed to continually enhancing our services to better meet your needs.
By following these steps and maintaining open communication, we can work together to ensure that the order confirmations accurately reflect your requirements and contribute to a successful outcome. If you have any further questions or need assistance, please feel free to let us know. We’re here to support you every step of the way!
Typically, our list prices are determined by each individual manufacturer with resale discounts offered depending on customer type, market sector and business volume. Historically, these list prices would undergo an annual increase. However, the unprecedented demand caused by the global shortage of components, exacerbated by the challenges of the COVID-19 pandemic, has disrupted this traditional pattern. Additionally, the substantial rise in delivery costs, driven by excessive inventory levels to counteract extended lead times, has further contributed to unexpected and frequent manufacturer price increases. It’s worth noting that these factors do not even encompass the impact of escalating energy costs. However, hopefully we can begin to see a return to a more predictable pattern.
When it comes to our overnight shipping policy for next day delivery services, we’ve got you covered. Here’s a concise outline:
Order Placement and Dispatch Cutoff Time: The cutoff time for order placement and dispatch varies, depending on whether it’s a straightforward product pick or involves a gearbox or geared motor assembly. We are highly flexible and can often accommodate urgent last minute dispatch requests, but it’s always advisable to check with our sales advisor when discussing your specific needs.
Our commitment is to provide you with the most accurate delivery estimates, but it’s important to note that these are our best projections at the time of the quote and are not guaranteed. Unforeseen changes in factory lead times, disruptions to supply chains, and shipping issues may impact the initially provided delivery time. We diligently monitor orders and will inform you well before the scheduled delivery date if any adjustments are necessary.
For our Next Day and Next Day Timed Delivery Services, we proudly maintain a success rate of at least 95% for on-time arrivals. Despite our commitment to excellence, occasional unforeseen delays may arise. If your order is of paramount importance and demands an ironclad guarantee, we recommend exploring our
dedicated courier service, which offers a higher level of precision. Please note that in the event of a courier failing to deliver on time, arranging same-day transport for replacement goods can be facilitated, but this will be done only upon your instruction and at your expense.
Regarding deliveries to residential addresses, we exclusively use FedEx and James Wilby Logistics (Palletline), both recognised as business-to-business couriers. From our experience, deliveries to residential addresses might not adhere to a next-day timeline. To manage expectations, we recommend allowing 2-3 working days
for the delivery to reach your residential address.
Our goal is not only to meet but to exceed your expectations. Should you have any specific concerns or require further clarification on your delivery, don’t hesitate to reach out. Your satisfaction is our priority.
Export restrictions and none authorised use (excerpt from T&Cs*)
11.1 Unless expressly agreed otherwise in writing by Betech, the Product Is provided on strict condition that:
a) the Product is solely for civil use
b) the Product Is not to be supplied to any country whether directly or indirectly or for an application where such supply or application Is prohibited by any law or regulation binding or effective in that country, in the UK, the US or the country of manufacture;
c) the Product will not in any way be installed, used or applied in or in connection with the operation of a nuclear facilities such as but not limited to nuclear power plants, nuclear fuel manufacturing plants, uranium enrichment plants, spent nuclear fuel stores or research reactors; and
d) whenever Betech 100pt Ltd so requests, the Purchaser shall provide Betech 100pt Ltd with an end-user certificate, which shall be on such terms and in such form as Betech 100pt Ltd may require and signed by the end-user confirming that it shall comply with Article 11.1 (a) to (c) . Until such time as Betech 100pt Ltd has received such end-user certificate, Betech 100pt Ltd shall be entitled to suspend the performance under this contract. The end-user certificate shall form part of this contract. The Purchaser agrees and accepts that it shall be liable for any acts or omissions in relation to the use of the Products (including (without limit) the acts or omissions of its employees, agents, subcontractors, customers, any end user of the Products and/or any third party) in breach of any of the provisions set out In Article 11.1 (a) to (c) and further agrees that such a breach shall be deemed a fundamental breach of contract by the Purchaser, and shall entitle Betech 100pt Ltd to terminate the contract forthwith by giving notice to the Purchaser.
We understand that there may be occasions when purchased items need to be returned for various reasons. To ensure a swift and efficient process, we kindly request that all customers reach out to our customer service team to initiate a return.
Provided the goods are appropriate for return you will be emailed a return delivery note which needs to be included in the package. This is important as goods returned without this form may face rejection at our goods inward department or, at best incure a significant delay in processing.
We encourage you to use your preferred courier for the return.
This approach serves a dual purpose. Firstly, coordinating our courier with the diverse opening times of our customers proves to be challenging. Additionally, relying on our courier to collect often leads to difficulties in locating goods or encountering unavailable personnel, resulting in multiple collection
attempts and associated costs , which will be deducted from the appropriate credit.
Moreover, using your own courier often improves the quality of packaging, ensuring that returns are received in excellent condition, thereby facilitating a successful and prompt return process.
If you are returning items due to a Betech error, courier damage etc, we will of course refund your reasonable standard carriage costs of returning the item to us. Please submit a copy of your carriage invoice to [email protected], including the above Betech returns number.
Unless the goods were originally received damaged, all items returned must be in the same excellent condition they were received. Betech cannot accept any responsibility for damage to goods in transit whilst being returned to us regardless of who’s carrier is used.
Restocking Policy:
Betech Stock Items:
Returns made within 30 days of delivery are eligible for a full credit.
Returns within 90 days of delivery will incur a 25% restocking fee.
MAC Returns (Motovario Assembly Centre)
Stock build orders within 30 days of delivery will receive a
credit less a 20% restocking fee.
Items returned within 90 days will be subject to a 30% restocking fee.
Betech Non Stock
return eligibility will be assessed on a case-by-case basis
ABB Baldor custom motors
once in production will incure a 100% cancellation charge
All Electrical Items
Including variable speed drives and soft starts, must be returned unused and in their original packaging. Items that have been unpackaged or installed may be accepted but are subject to a restocking fee.
Our commitment is to ensure customer satisfaction by delivering exceptional products/services and addressing concerns promptly and effectively.
How do you give Feedback?
We encourage feedback through various channels – email, phone calls, and social media. All feedback will be acknowledged within 24 hours and routinely reviewed to identify trends for improvement.
Complaint Resolution:
Upon receiving a complaint, a thorough investigation will be conducted within 5 business days. Clear and transparent communication will be maintained throughout, with regular updates provided if more time is needed.
Resolution Action:
If a valid complaint is identified, we commit to repairing or replacing the goods as necessary to ensure customer satisfaction, T&C’s apply
Escalation Procedure:
In cases where a complaint cannot be resolved initially, it will be escalated to a higher authority within the organisation for further attention.
This policy will be regularly reviewed to ensure its effectiveness in maintaining the highest customer satisfaction standards.
Complete our customer survey here
This Privacy Notice explains in detail the types of personal data we may collect about you when you interact with us or use our web site. It also explains how we’ll store and handle that data, and keep it safe. Betech 100pt Ltd is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when communicating with us or using our website, then you can be assured that it will only be used in accordance with this privacy statement.
It’s likely that we’ll need to update this Privacy Notice from time to time. We’ll notify you of any significant changes, but you’re welcome to come back and check it whenever you wish @ www.betech.co.uk
What we collect
We may collect the following information:
Explaining the legal basis we rely on
The law on data protection sets out a number of different reasons for which a company may collect and process your personal data,
including:
Consent: In specific situations, we can collect and process your data with your consent. For example, when you tick a box to receive email newsletters.
Contractual obligations: In certain circumstances, we need your personal data to comply with our contractual obligations to you. For example, if you order an item we’ll collect your address details to deliver your purchase, and pass them to our courier.
Legal compliance: If the law requires us to, we may need to collect and process your data.
Legitimate interest: In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business but which does not materially impact your rights, freedom or interests. For example, we will use your purchase history to send you or make available offers.
Here’s how we’ll use your personal data and why:
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
How can you stop the use of your personal data for direct marketing:
There are several ways you can stop direct marketing communications from us: Click the ‘unsubscribe’ link in any email communication that we send you. We will then stop any further emails. Write or email us at the address on our web site. Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.
Security
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure,we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect.
Contacting the regulator
If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.
Our web site & links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
We hope this Privacy Notice has been helpful in setting out the way we handle your personal data and your rights to control it.
To view our rems and condtions click here
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