WELCOME TO DAWSONGROUP TCS CUSTOMER SUPPORT!
At Dawsongroup tcs, we prioritise your satisfaction and aim to provide you with exceptional customer support every step of the way. Our dedicated support team is here to assist with any queries or concerns you may have regarding our solutions.
Contact information
General Enquiries
Operating Hours:
08:00 to 17:30 Monday to Friday
Servicing and Maintenance
Certified Inspections
Before delivery, all equipment undergoes a full refurbishment at our specialist workshops. Our team of engineers perform all repairs, maintenance, and modifications. Once completed and signed off by our in-house quality management team, the equipment moves to our Refrigeration Workshop.
There it undergoes a 49-point pre-delivery check, F-Gas leak inspection, and final electrical safety check, carried out by industry recognised, qualified Dawsongroup engineers. Copies and records of these checks are available upon request. Our engineering team ensure that all equipment is pre-set and ready for each application required, as per the customer request and requirement.
Remote Support
We have a range of online logging systems that can be installed on all units, enabling us to offer remote support, fault finding, and system setting changes where the need arises. Our support engineers work alongside our Service team and are on hand to offer immediate technical support to customers and attending engineers.
Breakdown
We provide customer support 24 hours a day, 365 days a year, ensuring that your call is always answered by our team, not a third party. We endeavour to respond to all callouts within 4 hours.
Our nationwide team of directly employed and approved sub-contractors are extensively trained in problem resolution, focusing on identifying the root cause of issues and not simply fixing symptomatic faults.
Manual and Training
We pride ourselves on delivering exceptional customer support. We create customised support manuals for each individual piece of equipment hired, ensuring customers have all the necessary information, including operation instructions. Commissioning and training will be carried out at a pre-arranged time and date to suit the customer.
Our team are available to answer questions and provide support throughout the full hire duration.
Servicing
All equipment on-hire receives two fully inclusive services per year. We include repairs to bodywork as part of this package, alongside a three-year bodywork review where a Thermal image inspection of all insulation, capping’s, and seals are carried out. This ensures that the equipment is operating as efficiently as possible.
CUSTOMER SATISFACTION
To ensure that our customers receive quality service at every stage, from initial order placement to post-delivery, our Customer Care Manager will reach out to conduct a Customer Satisfaction Questionnaire one month after delivery.
This proactive approach enables us to address any shortcomings promptly and effectively, facilitating continuous improvements to our customer support framework.
Customer Satisfaction after one month
0%
Communication from verbal agreement through to deliver
0%
Aesthetic condition of equipment delivered
0%
Delivery Performance
0%
Performance of equipment post delivery
94% Overall Satisfaction
FAQ - CUSTOMER SUPPORT
01
Is training offered for operating the unit?
Yes, complimentary training is provided and can be requested by calling the service team 01623 518518.
02
What phone number should I call for billing queries?
Please call our commercial department at 01623 518539.
03
What should I do in the event of an issue with the equipment?
Each piece of equipment has operational instructions located on the door of the asset. You can also call our Service Department on 01623 518518, where you will be assisted with any queries you may have about your unit.
04
What should I do in the event of an issue with the kit?
Each piece of equipment has operational instructions located on the door of the asset. You can also call our Service Department on 01623 518518, where you will be assisted with any queries you may have about your unit.
05
Can I change the set point of my unit?
Yes. To adjust the set point, please contact our service department at 01623 518518. Our technical support team will be able to talk you through the temperature change process and log the change on our internal systems for any future reference.
06
Will I incur charges if my unit breaks down?
All repairs are covered under the hire agreement, you will not be charged for repair works. Charges only apply if the fault is due to customer misuse or damage.
07
Do units on hire receive servicing?
Yes, all on-hire units are serviced at six-month intervals to ensure continued functionality and performance.
FAQ - TCS’S SOLUTIONS
01
Will the equipment be new or used?
All our equipment undergoes refurbishment at our depot workshops to ‘as good as new’ standards.
02
Can I change or resize the unit during the contract?
Yes, rental flexibility allows for adding or removing modules to meet your evolving needs. Please contact your designated project development manager or our service department at 01623 518538.
03
What service level do you provide?
We pride ourselves on delivering high standards of service. Our approach includes:
- Pre-delivery checks to set refrigeration plant/data logger parameters.
- Biannual maintenance services on the refrigeration plant and a three-year bodywork service.
- On-site response within four hours of a breakdown call.
- Collaborative equipment selection to ensure the right solution for your requirements and avoid common issues associated with poor selection.
04
Do you impose high damage charges?
We prioritise customer satisfaction and transparency. Our customer support manual outlines what constitutes damage versus wear and tear, and we promptly address any damage to maintain equipment performance and minimise costs. Our body shop engineer can also recommend measures to prevent repeat damage, benefiting both parties.
05
Do you provide product demos to customer?
Yes, we offer product demonstrations at our depot. Please contact our business development team at 01623 518538 to schedule an appointment.
06
Why rent instead of build?
Renting offers cost savings with no capital expenditure. Our solutions are ready within weeks, adaptable to market uncertainty, and offers contract flexibility.
07
Does the external storage break the cold chain?
Most units can be directly connected to your factory through a wall aperture or adjustable elevation platform. For specialised needs, such as with ‘free-from’ products, we can provide standalone multi-compartmental complexes.
08
Will hiring a portable unit compromise my HACCP system?
Absolutely not. Our units undergo inspection by independent HACCP inspectors to ensure compliance with customer or regulatory requirements.
