Hello,
My name is Dean Rowe, Managing Director of Quality Tools Ltd. Hopefully my responses on this page can help to answer any questions you may have.
Before you start trading with us I want you to know, with crystal clarity, who you are dealing with. So here are my straightforward, sometimes blunt, responses to some of your more frequently asked questions:
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Do all your prices include VAT?
Yes I wouldn't have it any other way! It's my absolute pet hate not knowing if VAT is included in a product's price! I could spend hours searching online for the best price and when I get to the checkout, after entering in all my details - they spring VAT costs on top of the original price - it's infuriating!
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Why do you need to call me after I order a Stihl product?
Stihl do not like their products to be sold online - their sales policy applies to all online retailers of Stihl products. Stihl believe that their products should not be sold to customers without a certain level of customer/sales person interaction. Therefore our sales staff shall call you shortly after you place your order (or in the morning of the next working day if you place your order outside of office hours).
When we call our staff can provide you with advice, check that you are aware of the safety issues indicated in the manual, help to answer any questions or queries you may have, and also provide you with some good tips and tricks on how to keep your product in good working order.
All UK retailers are required to have this verbal communication. Retailers who do not follow this policy, and simply dispatch orders obtained at the click of a button are at risk of having Stihl stop them from selling their products in future.
Please ensure your contact number is correct when ordering. Stihl products WILL NOT be dispatched without this communication. If you have a specific time that you can only be reached, or need to provide an alternative contact number to be reached on - simply email orders@qualitytoolsltd.co.uk stating "CONTACT INFORMATION FOR STIHL ORDER" in the email header line.
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Are your online and telephone payments secure?
Yes they are. We use Protx and Streamline to process your payments securely, and your card details are never stored or recorded by ourselves.
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Can I have my order delivered to an address that isn't my card's registered address?
Yes and no! If you order online then you can have your order delivered to a different address, however if you order over the telephone we can only deliver to your card's registered address. Let me explain why...
When Chip & Pin was introduced it put the liability for fraudulent transactions on to the retailer. So if a thief used your card and then you claimed it back - the retailer would have to absorb the cost.
However 3D Secure (Verified by VISA/Verified by MasterCard) has now been introduced - if the retailer uses this system then the liability now passes back to the card issuer.
Quality Tools Ltd uses 3D Secure for all online payments, so you are more covered, and we are also. Therefore we allow orders taken online to be delivered to a different address. However there is no such system available for telephone payments, so the liability remains with us - therefore we only deliver to the card's registered address.
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What if my product becomes faulty and requires repair?
Although we specialise in "Quality" products, faults do occasionally happen. When they occur we aim to take care of the situation as quickly and efficiently as possible, and try to keep your inconvenience to an absolute minimum.
The first thing you need to do is contact us and let us know there is a problem - our team are trained to treat all problems with priority service. If your product is still under warranty we will arrange to have it collected from you the following day or at your convenience - it will travel back to us on a Next Day Delivery Service, our repair team will then take over, and send it back out to you again on a Next Day Delivery service.
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| If your question has not been answered here, simply call our free phone number or email info@qualitytoolsltd.co.uk |
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