Good Afternoon Carol,

Firstly, many thanks for taking the time to supply feedback, this is very important to ensuring we deliver the best possible service and we really appreciate any feedback from our customers.

I’ve spoken to the support engineer who handled this issue, I believe the delay was due to the fact the problem was emailed directly to the support engineer.

Whereas you are assigned a Lead Engineer and I understand people may prefer to deal with their lead engineer where possible, there are some days where that particular engineer is at a customer’s site or occupied with another job.

To ensure that a problem is picked up and dealt with as promptly as possible, it is better if your problems/queries are emailed to our support team, if your lead engineer is available it will be assigned to them but if he/she is unavailable this will then get picked up by another member of our team who should be able to assist.

The support email address is: support@transcendit.co.uk

Or of course, you can call the office and speak to one of the team: 0191 482 0444.

Please don’t hesitate to contact me should you have any queries.

Once again, many thanks for your feedback.

Best Regards,

Helen Littlewood

Helen Littlewood – 26 Feb 13