Customer Service
FoneAway is a Trading Division of Insight-Security.com
At Insight Security, we don`t just pay lip service to the concept of “Customer First” but fully embrace it as the fundamental ethos of our company.
In addition to delivering Tried, Tested and Trusted products which we know will guarantee customer satisfaction, we strive to make every contact between our customers and ourselves, an easy, informative and enjoyable experience.
Here are just a few of the things you can expect from us:
Initial Contact
Whether your initial contact with us comes from requesting information via our informative, easy to navigate website, or you approach us directly via email, phone or any other media, you can be sure that our response will come from one of our experts.
Whilst we know that there is a growing culture among companies to cut costs by using automated telephone answering systems (confirming periodically how important you are to them, while you are held for hours in a queue waiting to speak to someone), when you call Insight Security you will get through immediately to one of our friendly team who are always happy to help.
Free Help and Advice
If you know exactly what you want, then you can buy from us quickly and easily by purchasing on-line through our Insight-Security website, or by placing your order by phone, fax or Email, but if you are not quite sure what you need, call us immediately for free help.
As our objective is to deliver best value, effective solutions to our customers, we will always be happy to talk with you, in order that we can understand the problem you are trying to tackle.
When you speak to one of our specialists, you`ll get honest, practical, impartial advice, expressed in everyday language, and you certainly won`t be bamboozled with technical jargon or marketing hype.
Importantly, even the best security product in the world, could be totally useless if used in an inappropriate way or in the wrong environment, which is why we believe that discussion which leads to understanding your problem, is the first step along the road to finding the best solution for you.
Our team of specialists are not only trained to have a fantastic knowledge and understanding of our products but they are also a really friendly bunch (don`t tell them we`ve told you!). All of them are delighted to talk to people on the phone or via email, or even come out to visit you if appropriate, so please don`t be frightened to contact us, to take advantage of our vast store of knowledge and experience.
After Sales Support
We want our customers to get the very best from their purchases (in fact we have built our reputation on it), so you`ll find it just as easy to contact us and we`ll be just as helpful, after you have made your purchase, as we were before.
Need advice about your product?, how or where to use it? or anything else, No Problem – just give us a call.
Deliveries and Returns
We use reliable national (and international) couriers for the delivery of our products quickly and efficiently and keep our customers advised of order progress.
Thanks to the quality of the products we sell, coupled with informative details of each product as provided on our website or through discussion with our team, it is rare for a customer to want to return goods but it does occasionally happen.
To return an item, simply contact us to get a “Returns Number” and to establish whether you would like a refund, a replacement product or an alternative solution to your original problem.
Easy to Contact
Although Insight Security is basically an internet-based company, unlike many, we are always easy to contact and really easy to find. Our physical office / warehouse premises are open daily (weekdays) and although not set-up as a retail outlet, we are happy to welcome visitors by appointment. Our phones are manned during normal office hours, whilst our website is available 24/7 for information and on-line sales.
Privacy and Data Protection
We value our customers and are committed to respecting their privacy. Any data we collect during any conversation or sales transaction is treated in the strictest confidence and Insight Security is fully compliant with all Data Protection legislation including the most recent GDPR requirements. Any information collected is used solely for internal use i.e. to facilitate a sales transaction.
We will never share your data with any third party, unless implicitly needed to fulfil our service to you (i.e. providing delivery details to our couriers, etc), or in exceptional circumstances should we be required to do so by law.
In a Nutshell
We want our customers to be much more than simply happy with the help and service we deliver, we want them to be amazed and delighted, which is why we happily go that little bit further …and the testimonials and feedback we get from our customers indicate that we normally succeed!
In spite of our rigorous internal quality controls and procedures, very occasionally things will go wrong (after all we live in the real world), but importantly, if you should be unfortunate enough to experience any sort of problem with the goods or service we have supplied, you can be sure that whatever the problem, we will work with you to quickly put it right.