Support

We kindly ask that you read the information below prior to contacting us

Support
Do please read this small section before you do anything else as it's our aim to make customer support as easy as possible for you and with minimum fuss

We do not charge a premium rate for technical or customer support like many other companies do, however, this is why we have chosen email contact on "technical support questions" as it does become difficult when we receive communication from a customer who simply declares "I bought this system from you three weeks ago and I've got a problem" - unfortunately this type of introduction does not help us help you at all, we do require the 14 digit order number you were issued so we know who you are and what you bought - if you don't provide the order number then it makes it all but impossible to help you and we've all been there before!!


What type of support do you provide then?
We answer all technical questions via email and it's not the type that takes 3 days to reply to that's for sure! - we've tested other suppliers and they are terrible or they charge a fortune via the phone for support......due to the prices we charge can we not provide such a service, to be honest it is a rip off and disgusting to say the least! - we provide round the clock email support including weekends and 95% of emails are answered within a couple of hours!

Ok, this might not be good for some customers on site needing instant help, then again if we increased our prices by 25% then we could offer that type of service! There is very little need for you to require our technical services as each item has a downloadable manual or drawing to follow together with an "FAQ this system" however if you do need our help then just drop us an email and we do reply to everyone!! :-)


Common technical support FAQ's

System problems & returns
I have a problem with a purchase and I want a replacement?
This will come under our Terms & Conds policy which can be read via the link at the top right hand side of this website, however, the general rule is:
We do not send out advanced replacement items under any circumstances whatsoever, this is due to the fact that we cannot absorb the cost of an item that is not returned to us
If you require a replacement item the you must pay for a replacement item/system in the first instance, then return the item to us and we will refund you subject to our Refunds policy

Installation
All the systems we have online are designed for ease of use and installation, we are presently compiling a list of installation contractors that we can put you in touch with should you wish

If you need help in connecting or installing the equipment you purchased then we suggest you employ a competent person who knows what they're doing, by this we mean someone who has experience in door entry and video entry systems and not the local electrician who may well have all the qualifications under the sun but has absolutely no experience in door entry systems whatsoever! - you will be surprised how many queries we receive simply because instructions are not read and the lack of previous experience!

Payment and accounts
I'm a new customer, how do I pay?
You simply add your item to the cart via the "Add to Cart" icon found to the right side of every item we have online and take it from there - it's very easy to buy online with us!

Do you accept Visa or any other credit or debit card?
Yes we accept most credit/debit cards except AMEX

Is payment secure?
Absolutely, we use SSL (Secure Sockets Layer) encryption technology to Industry Security Standard that ensures all private and personal details are 'scrambled' whilst being sent via the internet. For more information on SSL click here or type SSL into your search engine. Payment is taken via Sage Pay or Paypal if you prefer

Can I set up an account with you?
Send us an email requesting an account application and we'll email an account application form back to you

What are your payment terms?
Account holders are invoiced with payment required within 30 days. Non account holders are required to send their payment with their order

Delivery
What is your delivery time?
Within 2-3 business days - although most items are sent out within 24 hours from receipt of order with exception to special orders that may take longer but the average time is next day so you don't have to wait too long at all