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DarkServices
08-19-2010, 06:32 AM
Hey everyone,

So some of you may remember that I was asking about company policies and how I could reduce no-show customers. I've completely drafted a company policy for my business and would love to know what you all think.

If you can, point out any clashes, imperfections, anything that you believe should be different or completely changed.

I'd love to hear from all you guys first before I take it to my attorney and he charges me up the wazoo.

Thanks!

P.S Thanks to SCOOTEK here on Technibble for allowing me to get ideas from his company policy. I drafted mine based on yours, cause it was awesome :) I hope you don't mind that some things were sort of copied. If you do, let me know and I will change them.
Company Policy.
For clarification, “you”, “the customer”, “the party”, “the owner”, and related terms addresses the person(s) who originally signed an estimate form and/or work order form. “We”, “DCS”, “Us”, “Our”, addresses Dark Computer Services and it’s affiliates, employees, owners, advertisers, shareholders, and other significant persons.
1. Our Responsibilities
1.1 Every computer that comes into our office will be thoroughly examined and diagnosed BEFORE any repairs are made. A diagnostic fee of $35 will be charged. If the repair is completed through us, this fee is waived.
1.2 We aim for our turnaround period to be 1-3 days for normal repairs. Advanced repairs may require up to two weeks. Availability of parts, shipping delays, and other factors may affect actual completion time. We cannot completely guarantee a set date and time.
1.3 We will repair the issue(s) that has been initially described to us, and that are listed on the estimate(s). We will not do any other repairs other than the one(s) listed without prior customer authorization.
2. Your Responsibilities
2.1 We cannot be responsible for any lost, damaged, destroyed, or misplaced files or folders that are stored within the system. We provide backup services when requested, but make no guarantees written, expressed, or implied that files can always be retrieved or backed up. The customer should backup any and all important data before the system is brought to DCS.
2.2 When bringing a system to DCS, it should only be accompanied by required accessories. For laptop systems, only the charger and relevant software should be delivered. For desktops, only the tower itself should be brought, along with software if needed. We will not be responsible for lost, damaged, or misplaced accessories.
2.3 You, the customer, are responsible for all authorized charges. Authorized charges are agreed on through an estimate, work order, or word of mouth between us and you.
3. Pricing and Payment
3.1 Our prices are subject to change without any notice. You, the customer, will not be responsible for the changed price if estimate or work order was drafted before the price change.
3.2 Balance is due in full within 7 business days of completed repair. If you are not able to pay the full amount, DCS can discuss options with you for a payment plan.
3.3 If payment is not received within 15 days, the customer will receive (2) phone calls stating their balance due. After 20 days of non-payment and/or no contact, we will submit the balance to small claims court or a collections agency.
4. System Pickup
4.1 You system will only be returned to you once: Balance is paid in full or we have set up a written payment agreement.
4.2 Systems must be retrieved within 7 business days of repair completion. If system(s) is/are not retrieved within 7 days, the customer agrees to a storage fee of $5 per day until system is retrieved and balance is paid in full, unless a payment plan is set. The storage fee will continue to be charged until the system(s) is/are retrieved. The only exception will be due to an emergency which did not allow you to retrieve the system, valid proof must be presented.
4.3 After 30 days of no contact or attempt to retrieve system, we will send out 2 certified letters stating your balance due and requesting that you retrieve your system(s). At the 40 day mark, the system becomes property of DCS and may NOT be retrieved unless balance is paid in full, along with all fees, and a 50% markup of the current balance at present time.

5. Disclaimer
5.1 No responsibility for the expiration of manufacturer's original warranty on equipment that has been sent to us for diagnosis, modification or repair.
5.2 No responsibility for any data loss during the repair procedure or unexpected events occurring.
5.3 No responsibility for equipment of an unstable nature which may deteriorate during inspection or repair.
5.4 No responsibility after unrepaired laptop being taken back or returned.
5.5 No responsibility for returning defective or replaced parts.
6. Part Ordering or sales
6.1 In case that parts that required must be ordered, the customer must put down a 50% down payment of the total cost of the part including shipping and handling, taxes, and applicable fees.
6.2 DCS offers NO warranty or guarantee on parts. All our parts usually include a limited warranty or guarantee from the manufacturer.
6.3 In the case that the customer wishes to cancel the repair for any reason, and parts have been ordered or purchased from us, there will be a 25% restocking fee applied to the balance due.
7. Other clauses
7.1 We reserve to make changes to this policy at any time without prior notice.
7.2 We reserve the right to make changes to any deals, specials, sales, prices, fees, or advertising material without prior notice.
7.3 DCS reserves the right to make the final decision in any matters pertaining to this company policy and it’s contents and practices.
7.4 DCS will NOT perform any services or buy/sell any products until all appropriate forms have been completed, and required information has been collected. See our privacy policy to learn what information and paperwork is required, and how the information will be used.
8. Refunds
8.1 Refunds will only be given for repairs that were not completed as stated in the work order. No refund shall be given until DCS has had a change to correct said problem through it’s 30 Day warranty. After 30 days, no refunds will be given, and the customer will be charged normal rate.
8.2 Any parts, accessories, or products returned to DCS will be subject to a 25% restocking fee.
Validity of Agreement: When you, the customer, signs our estimate form and/or work order for a service or product request, you enter a legally binding contract where you acknowledge and agree to all the terms and content of this contract. You understand that we will uphold this company policy. This policy can be found on our website at www.darkservices.com/policy.html (http://www.darkservices.com/policy.html) or on the back of our estimate, work order, receipt, or warranty form(s). DCS cannot guarantee that the policy will be displayed on the above locations except for our website.

morr
08-19-2010, 08:33 AM
Looks good, spotted a small error...

7.1 We reserve to make .....

should read

7.1 We reserve the right to make .....

PR Tech
08-19-2010, 09:19 AM
Second sentece..."It's" is a contraction for "It is". I am thinking that the apostrophe possibly needs to be removed.

1.2 - The line that says, "Advanced repairs may require up to two weeks" sounds sooo long to me. How about saying something along the lines of "Advanced repairs may require up to 10 working business days". Just a thought.

4.1 Says "You system" and should say "Your system".

DarkServices
08-19-2010, 09:38 AM
Thanks everyone so far,

Guess I need to do a bit of spell check :p That's what I get for typing this up at 1:00am. Thanks PR Tech for point that out, it does sound long, and i'll make sure to change that, morr.

Larry Sabo
08-19-2010, 02:21 PM
4.3 "along with all fees, and a 50% markup" ... You're kidding, right?

8.1 "until DCS has had a change to correct" should read "until DCS has had a chance to correct"

Personally, I would find the length and numbering format foreboding/intimidating as a customer. Streamlining and simplifying it, without compromising the policy, might reduce that apprehension. Otherwise, well done!

Martyn
08-19-2010, 02:41 PM
For clarity you need a paragraph space between each main section and each sub section needs an indent as it's difficult to read. It makes for a longer document but more readable. It probably needs further tweaking but I haven't the time. :)

Company Policy.

For clarification, “you”, “the customer”, “the party”, “the owner”, and related terms addresses the person(s) who originally signed an estimate form and/or work order form. “We”, “DCS”, “Us”, “Our”, addresses Dark Computer Services and it’s affiliates, employees, owners, advertisers, shareholders, and other significant persons.

1. Our Responsibilities

1.1 Every computer that comes into our office will be thoroughly examined and diagnosed BEFORE any repairs are made. A diagnostic fee of $35 will be charged. If the repair is completed through us, this fee is waived.

1.2 We aim for our turnaround period to be 1-3 days for normal repairs. Advanced repairs may require up to two weeks. Availability of parts, shipping delays, and other factors may affect actual completion time. We cannot completely guarantee a set date and time.

1.3 We will repair the issue(s) that has been initially described to us, and that are listed on the estimate(s). We will not do any other repairs other than the one(s) listed without prior customer authorization.

2. Your Responsibilities

2.1 We cannot be responsible for any lost, damaged, destroyed, or misplaced files or folders that are stored within the system. We provide backup services when requested, but make no guarantees written, expressed, or implied that files can always be retrieved or backed up. The customer should backup any and all important data before the system is brought to DCS.

2.2 When bringing a system to DCS, it should only be accompanied by required accessories. For laptop systems, only the charger and relevant software should be delivered. For desktops, only the tower itself should be brought, along with software if needed. We will not be responsible for lost, damaged, or misplaced accessories.

2.3 You, the customer, are responsible for all authorized charges. Authorized charges are agreed on through an estimate, work order, or word of mouth between us and you.

3. Pricing and Payment

3.1 Our prices are subject to change without any notice. You, the customer, will not be responsible for the changed price if estimate or work order was drafted before the price change.

3.2 Balance is due in full within 7 business days of completed repair. If you are not able to pay the full amount, DCS can discuss options with you for a payment plan.

3.3 If payment is not received within 15 days, the customer will receive (2) phone calls stating their balance due. After 20 days of non-payment and/or no contact, we will submit the balance to small claims court or a collections agency.

4. System Pickup

4.1 You system will only be returned to you once: Balance is paid in full or we have set up a written payment agreement.

4.2 Systems must be retrieved within 7 business days of repair completion. If system(s) is/are not retrieved within 7 days, the customer agrees to a storage fee of $5 per day until system is retrieved and balance is paid in full, unless a payment plan is set. The storage fee will continue to be charged until the system(s) is/are retrieved. The only exception will be due to an emergency which did not allow you to retrieve the system, valid proof must be presented.

4.3 After 30 days of no contact or attempt to retrieve system, we will send out 2 certified letters stating your balance due and requesting that you retrieve your system(s). At the 40 day mark, the system becomes property of DCS and may NOT be retrieved unless balance is paid in full, along with all fees, and a 50% markup of the current balance at present time.

5. Disclaimer

5.1 No responsibility for the expiration of manufacturer's original warranty on equipment that has been sent to us for diagnosis, modification or repair.

5.2 No responsibility for any data loss during the repair procedure or unexpected events occurring.

5.3 No responsibility for equipment of an unstable nature which may deteriorate during inspection or repair.

5.4 No responsibility after unrepaired laptop being taken back or returned.

5.5 No responsibility for returning defective or replaced parts.

6. Part Ordering or sales

6.1 In case that parts that required must be ordered, the customer must put down a 50% down payment of the total cost of the part including shipping and handling, taxes, and applicable fees.

6.2 DCS offers NO warranty or guarantee on parts. All our parts usually include a limited warranty or guarantee from the manufacturer.

6.3 In the case that the customer wishes to cancel the repair for any reason, and parts have been ordered or purchased from us, there will be a 25% restocking fee applied to the balance due.

7. Other clauses

7.1 We reserve to make changes to this policy at any time without prior notice.

7.2 We reserve the right to make changes to any deals, specials, sales, prices, fees, or advertising material without prior notice.

7.3 DCS reserves the right to make the final decision in any matters pertaining to this company policy and it’s contents and practices.

7.4 DCS will NOT perform any services or buy/sell any products until all appropriate forms have been completed, and required information has been collected. See our privacy policy to learn what information and paperwork is required, and how the information will be used.

8. Refunds

8.1 Refunds will only be given for repairs that were not completed as stated in the work order. No refund shall be given until DCS has had a change to correct said problem through it’s 30 Day warranty. After 30 days, no refunds will be given, and the customer will be charged normal rate.

8.2 Any parts, accessories, or products returned to DCS will be subject to a 25% restocking fee.

Validity of Agreement: When you, the customer, signs our estimate form and/or work order for a service or product request, you enter a legally binding contract where you acknowledge and agree to all the terms and content of this contract. You understand that we will uphold this company policy. This policy can be found on our website at www.darkservices.com/policy.html or on the back of our estimate, work order, receipt, or warranty form(s). DCS cannot guarantee that the policy will be displayed on the above locations except for our website.

IncrediblePCSolutions
08-19-2010, 03:05 PM
6.1 In case that parts that required must be ordered,

Does not make sense to me....

Should be: In case(s) where parts are required and must be ordered,

Otherwise looks great!

May I borrow some of this?

Chris

zhu
08-19-2010, 03:08 PM
a little complicated for our clients i think.

DarkServices
08-19-2010, 06:37 PM
For clarity you need a paragraph space between each main section and each sub section needs an indent as it's difficult to read. It makes for a longer document but more readable. It probably needs further tweaking but I haven't the time. :)

Company Policy.
For clarification, “you”, “the customer”, “the party”, “the owner”, and related terms addresses the person(s) who originally signed an estimate form and/or work order form. “We”, “DCS”, “Us”, “Our”, addresses Dark Computer Services and it’s affiliates, employees, owners, advertisers, shareholders, and other significant persons.1. Our Responsibilities
1.1 Every computer that comes into our office will be thoroughly examined and diagnosed BEFORE any repairs are made. A diagnostic fee of $35 will be charged. If the repair is completed through us, this fee is waived.1.2 We aim for our turnaround period to be 1-3 days for normal repairs. Advanced repairs may require up to two weeks. Availability of parts, shipping delays, and other factors may affect actual completion time. We cannot completely guarantee a set date and time.1.3 We will repair the issue(s) that has been initially described to us, and that are listed on the estimate(s). We will not do any other repairs other than the one(s) listed without prior customer authorization.2. Your Responsibilities
2.1 We cannot be responsible for any lost, damaged, destroyed, or misplaced files or folders that are stored within the system. We provide backup services when requested, but make no guarantees written, expressed, or implied that files can always be retrieved or backed up. The customer should backup any and all important data before the system is brought to DCS.2.2 When bringing a system to DCS, it should only be accompanied by required accessories. For laptop systems, only the charger and relevant software should be delivered. For desktops, only the tower itself should be brought, along with software if needed. We will not be responsible for lost, damaged, or misplaced accessories.2.3 You, the customer, are responsible for all authorized charges. Authorized charges are agreed on through an estimate, work order, or word of mouth between us and you.3. Pricing and Payment
3.1 Our prices are subject to change without any notice. You, the customer, will not be responsible for the changed price if estimate or work order was drafted before the price change.3.2 Balance is due in full within 7 business days of completed repair. If you are not able to pay the full amount, DCS can discuss options with you for a payment plan.3.3 If payment is not received within 15 days, the customer will receive (2) phone calls stating their balance due. After 20 days of non-payment and/or no contact, we will submit the balance to small claims court or a collections agency.4. System Pickup
4.1 You system will only be returned to you once: Balance is paid in full or we have set up a written payment agreement.4.2 Systems must be retrieved within 7 business days of repair completion. If system(s) is/are not retrieved within 7 days, the customer agrees to a storage fee of $5 per day until system is retrieved and balance is paid in full, unless a payment plan is set. The storage fee will continue to be charged until the system(s) is/are retrieved. The only exception will be due to an emergency which did not allow you to retrieve the system, valid proof must be presented.4.3 After 30 days of no contact or attempt to retrieve system, we will send out 2 certified letters stating your balance due and requesting that you retrieve your system(s). At the 40 day mark, the system becomes property of DCS and may NOT be retrieved unless balance is paid in full, along with all fees, and a 50% markup of the current balance at present time.5. Disclaimer
5.1 No responsibility for the expiration of manufacturer's original warranty on equipment that has been sent to us for diagnosis, modification or repair.5.2 No responsibility for any data loss during the repair procedure or unexpected events occurring.5.3 No responsibility for equipment of an unstable nature which may deteriorate during inspection or repair.5.4 No responsibility after unrepaired laptop being taken back or returned.5.5 No responsibility for returning defective or replaced parts.6. Part Ordering or sales
6.1 In case that parts that required must be ordered, the customer must put down a 50% down payment of the total cost of the part including shipping and handling, taxes, and applicable fees.6.2 DCS offers NO warranty or guarantee on parts. All our parts usually include a limited warranty or guarantee from the manufacturer.6.3 In the case that the customer wishes to cancel the repair for any reason, and parts have been ordered or purchased from us, there will be a 25% restocking fee applied to the balance due.7. Other clauses
7.1 We reserve to make changes to this policy at any time without prior notice.7.2 We reserve the right to make changes to any deals, specials, sales, prices, fees, or advertising material without prior notice.7.3 DCS reserves the right to make the final decision in any matters pertaining to this company policy and it’s contents and practices.7.4 DCS will NOT perform any services or buy/sell any products until all appropriate forms have been completed, and required information has been collected. See our privacy policy to learn what information and paperwork is required, and how the information will be used.8. Refunds
8.1 Refunds will only be given for repairs that were not completed as stated in the work order. No refund shall be given until DCS has had a change to correct said problem through it’s 30 Day warranty. After 30 days, no refunds will be given, and the customer will be charged normal rate.8.2 Any parts, accessories, or products returned to DCS will be subject to a 25% restocking fee.Validity of Agreement: When you, the customer, signs our estimate form and/or work order for a service or product request, you enter a legally binding contract where you acknowledge and agree to all the terms and content of this contract. You understand that we will uphold this company policy. This policy can be found on our website at www.darkservices.com/policy.html (http://www.darkservices.com/policy.html) or on the back of our estimate, work order, receipt, or warranty form(s). DCS cannot guarantee that the policy will be displayed on the above locations except for our website.

Thank you for formatting that for me, but I had it formatted in Word already :) It just removed when I copied.

Martyn
08-19-2010, 06:40 PM
Thank you for formatting that for me, but I had it formatted in Word already :) It just removed when I copied.

Damn :rolleyes:





filler

norm1320
08-19-2010, 10:05 PM
Section 5 makes no mention of WHO takes no responsibility for the items in the list. Just because it is obvious, doesn't mean that it shouldn't be specified in a quasi-legal document.

DarkServices
08-19-2010, 10:55 PM
Damn :rolleyes:





filler

BUT hey, you still pointed it out before others haha. 10pts for that epic find :p