Technical support & General website helpWe kindly ask that you read the information below prior to contacting us
Technical 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 have chosen to provide 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 constant 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 our systems are simple and easy to install - if you know what you are doing. There is very little need for you to require our technical support 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
Doorentryonline Ltd now offer a NATIONWIDE INSTALLATION SERVICE for our systems
Doorentryonline Ltd do not undertake the installations directly, however, should you require any of our items to be installed by an experienced company then please drop us an email and we will pass your details on to our nominated approved door entry installation company who will contact you on our behalf
If you should decide to accept the quotation provided to you then we would also appreciate any feed back on the service you have received
Whatever you decide, please do NOT accept a cheap quotation from the local electrician who states he has "Installed loads of these systems" - We promise you, this will not be the case
Employ someone who knows exactly what they are doing!
The following few crucial pieces of information will save you lots of expensive and annoying time wasting
Please note: Our systems are relatively easy to install, however, most of the time it will be much easier to get a qualified installer to put them in than to do it yourself. You will need quite advanced DIY skills to do it successfully, and we can't talk you through installing the system by phone or email
DO NOT install wiring before you have chosen a system. Each system has slightly different wiring requirements. Study the wiring diagrams we provide for download which can be found by clicking on the FAQ's on this system beneath each item description BEFORE you lay the first piece of cable. Show the wiring diagrams to your installer or electrician first
Another piece of advice to do with cabling is make very sure you buy the correct cable, not cable that looks the same as the correct cable. There are many hundreds of cable types on sale, and you need the correct one to ensure your system works. If you are unsure about what cable you need, read the installation manual or contact us first or read the FAQ's on this system beneath each item description
Very rarely can you use our equipment to replace an individual component of your existing audio or video entry system. Each brand of equipment is totally different, so mixing brands doesn't work. If you have an existing Videx, Commax or BPT system, you will not be able to use our equipment with them
Recently installed malfunctioning systems:
Most malfunctioning systems have loose or shorted wiring. Before sending equipment back to us which is perfectly fine, test your system with a known-good test cable. It will save you delivery cost aswell as our test cost
Quotations
Let us know what you're after and we'll do it for you or you can produce your own quotations in a matter of minutes with our website?
It's easy, all you need to do is choose the item/s you require and click the "Add to Cart" icon next to each item and when you have finished simply "view" your shopping cart, everything will be totalled up including your delivery cost and VAT which you can copy and paste to a word document etc and edit as required such as the example below
DESCRIPTION
Magnetic lock 10020 £49.50
Complete access control 2 £90.13
Voltage 24/12 reducer £19.50
Sub total £159.13
Delivery is made by (Courier) £7.95
VAT £29.23
Total £196.31
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
We are PCI accredited and accept most major credit and debit cards and operate a strict security policy that can be read in full here http://www.sagepay.com/security_policy.asp
We also accept payment via PayPal. For further information we kindly invite you to read our Terms & Conditions
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
Website help
If you have come to this page then I assume you need a bit of help or perhaps want to know a little more about who and what we are? - Ok then...
This page details what we do, don't or can't do for you, where to get advice, help, support, installation and of course a very boring bit "About us" towards the bottom of the page just so you know who we are!! :-) - We hope you find this helpful
Doorentryonline Ltd is a web based 'supplier only' company - we do not install our systems, however, we can provide details of companies that do undertake installations - all the links you require are at the top of every page
Navigating the website
Is simple, if you are not sure where to go then all you need do is click on any of the blue links to the left side for the items you are interested in, each link will take you directly to the relevant item section providing you with a choice of items, description and price - much like any other website, however, if you're looking for a particular item that isn't listed on our website then we don't supply it
Product information
Most items have an 'FAQ' beneath their description as well as a downloadable file which includes drawings and additional information in .pdf format
There is also an optional "drop down menu box" allowing you to add extra items to your order - simply click on any extra item you require and this will be added to your final order and if the itme is not listed in the drop down menu box then please go to the items directly to your left hand side
About us
Doorentryonline is a Limited company based and established in the UK in October 2004, (A quick search on Companies House website will verify this for you) - its owners are original door entry service and installation engineers with 25 years of experience within the market of installing, repairing & selling audio door entry intercom systems, video door entry systems, door entry handsets, magnetic locks, digital keypads and associated accessories since the 1980's |
