VNS
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About VNS


VNS Customer Service Manifesto

Engagement Process

Orders

Shipment

Payment Terms

Warranties

Returns & RMAs

Prices

Service Rates

Response Times

Security/Privacy

 

Our Customer Service 'Manifesto'

Sick of poor service from huge, apathetic companies that claim to be customer-focused, but care more about what Wall Street thinks? We are too. Here's what you can expect from VNS:

  1. We will deliver on what we promised - we will not disappear for the support after the sale is made.
  2. We will listen attentively to all your concerns.
  3. We will be easy to reach especially when things go wrong.
  4. We will resolve your issues in a reasonable time frame.
  5. We will admit when we made a mistake.
  6. We will empower our employees to solve your issue at the point it occurs.
  7. We will not charge separate nuisance fees or surcharges.
  8. We will treat you with respect and dignity at all times.
  9. When we decide to change something, we will tell you in advance.
  10. We will never sell any information about you without your permission.
  11. We will offer you several convenient ways to provide us feedback.
  12. In every situation, we will ask you what it would take to make you feel satisfied.

Engagement Process & Consultations

  • After an initial consultation (up to 1 hour at no cost) with a prospective client, we will determine if we feel there is a match between our capabilities and your needs.  If there is, we will then provide you with a Statement of Work (SOW) which is a document that defines the parameters of our engagement - what services we will provide to you, dates of engagement, requirements for completion, and estimated cost.  Once we have received an executed copy of the SOW and a deposit for services (see below for payment terms), we can begin work.

Orders

  • Orders for "in-stock" items placed by 2:00 PM ( PST, Mon. - Fri. ) ship same day.
  • We can only accept orders from U.S. Billing and Shipping addresses.
  • After you place your order, you should receive an email acknowledgment within one business day to confirm that we are processing your order.

Shipment

  • We use UPS ground service, and other common carriers. We attempt to minimize your freight cost.  Expedited delivery services are available upon request.
  • Actual shipping charges are billed at the carriers published rates - no upcharges or handling fees.
  • Shipping status can be found on our package tracking page.

Payment Terms

  • Payment by most credit cards accepted.  All pricing reflects a cash/PO discount.  Purchase by credit card is normally 2.5% more.  Purchase orders and company checks also accepted. 

  • Consulting projects lasting 16 or more hours require 50% pre-payment before work can begin, with the remainder due upon completion.

  • All payments are due within 20 days of billing date for established accounts.  Payments for new accounts are due within 15 days of billing date.

Warranties

  • We offer a 30-day parts and labor warranty against manufacturer defects on new parts we sell and install for Repair Services. This warranty is limited to replacement of these parts only. System configuration, applications, data and/or other equipment or components are not included.

  • Customer is responsible for all replacements needed for product failures. VNS can assist in this process, but customer should understand that VNS does not manufacture the products that we integrate, and that any labor that we expend to integrate a solution is billable to the customer, and that product DOA issues are between the customer and the manufacturer. Customer understands that VNS does not provide any hardware or software warranties directly, only a warranty on our professional services

  • Customer understands that VNS assumes no responsibility or liability for the functionality or quality of third-party products that customer has acquired from other vendors. Should customer-provided products be found to be faulty or defective, this may increase the amount of time required to perform services.

Returns

  • Before returning any product, email us to receive a Return Merchandise Authorization (RMA) number. We will not accept any returns without an RMA number. The RMA number is only valid for 10 days after it has been issued and must be clearly displayed on the shipping label.
  • All product returns must be processed within 15 days from the date of the invoice.
  • Non-defective returns for credit or exchange are subject to a shipping and a minimum 15% restocking fee. 
  • Returns are subject to the discretion of the vendor. 
  • Products must be returned 100% complete, in unused and in the original packaging.
  • Shipping and credit card processing charges are not refunded.

Prices

  • Prices, specifications and availability of products are subject to change without notice. We will contact you if pricing or availability effects your order.
  • Pricing is normally good for 15 days, however, on some highly volatile items such as memory, pricing can fluctuate by the hour.
  • Pricing reflects best discounts available at time of quotation, and is based on entire order of this quote. Reductions in quantities may result in higher per-unit pricing, and accordingly, higher order volumes can result in much better pricing.
  • Pricing presumes that client will pay their invoices within the agreed upon terms. Any client that does not pay within the agreed upon terms will be subject to late fees and interest of 1.5% per month on any balances not paid within the payment terms offered in this proposal.

Service Rates

  • Our service rates can be found on our rates page.
  • Clients are billed at the applicable hourly rate for all travel time beyond 30 minutes travel time from our office.

Response Times

  • VNS responds to all customers on a best effort basis.  Our NetCare™ customers receive highest priority, including 24x7x365 support, and we also make every effort to accommodate customers with system down or other business critical needs.  We maintain a full-time Service Dispatcher to insure that every request is handled in a timely manner, and that you receive follow up for any pending requests.  Most customer issues are addressed within 1 business day, and we'll always inform you of what to expect, and when.

Call VNS phone number  (559) 650-2600        Email VNS  info@vns.net        Like VNS on Facebook        Follow VNS on Twitter        Follow VNS on LinkedIn        Visit VNS YouTube Channel        Visit VNS Google Places page        Visit VNS Google+ page        Rate VNS on Yelp

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