Our Service Charter
The Welnet Lesotho Service Charter is our commitment to our clients to deliver on our service promises, on time, every time,
with a smile. We're always there, and it's always a pleasure...
Our Promise to you
While relentlessly running after new business, we shall leave the old customers fully satisfied, that's what you can expect from us. We will:- Be open and honest in our dealings with you.
- Treat you with fairness, courtesy and respect.
- Identify ourselves to you.
- Listen carefully, take account of your views and be responsive to your needs.
- Work with you to find the best solution.
- Give you timely, useful, understandable, current and accurate information.
- Demonstrate technical and professional competence in providing advice.
- Treat confidential information appropriately.
- Give you reasons for our decisions and respond to your feedback.
- Comply with our company policies.
- Keep our charges, where applicable, reasonable.
- Monitor, review and report on our services at least annually.
- Refer you to the appropriate area if the matter is outside our area of expertise.
- You have the right to expect us to always be there for you.
- You have the right to call us 24 hours a day, 7 days a week, and at all times we will have a decision maker available to respond to your needs.
- You have the right to constant feedback.
- You have the right to be heard by a caring, professional consultant.
- You have the right to be called back within 25 minutes, when you leave us a message.
- You have the right to have your disputes resolved quickly and fairly by calling +266 58008648
- You have the right to a pleasurable claims experience.
- You have the right to have your system set up or repaired right the first time & always.
- You have the right to a five year guarantee on all computer repair work.
- You have the right to be installed stand by system within 24 hours of your system being stolen or non-usable.
- You have the right to hire system hardware at our discounted rate if you have not selected the hardware hire option.
- You have the right to ask us to obtain a good deal in buying a new hardware system.
- You have the right to be kept informed of the progress of your claim.
- You have the right to be contacted after completion of your claim to ensure you are satisfied with the repair or replacement of your goods.
- You have the right to hold us accountable.
You have the right to request a R300 penalty payment whenever you believe that we have failed to meet any of the promises in this Service Charter, and we will report publicly in this regard.
You can help us to help you by:- Being open and honest in your dealings with us.
- Providing timely, complete and accurate information.
- Giving us sufficient time to respond to your requests.
- Giving us feedback on our service.
- Treating us with courtesy and respect.
- Treating IT facilities and property with due care.
The Complaints Procedure
We believe that the best way to solve a complaint and to achieve customer satisfaction is to deal with the issue at the point of initial contact. However, if you continue to be dissatisfied with the service(s) you are receiving, please contact The Managing Director, at the following Details
Feedback
As we are committed to customer service and continuous improvement, we value feedback on how we can improve our service. If you are in anyway still unsatisfied, please let us know so that we can continue to help resolve your issue and prevent it from happening again. If you are happy with our level of service, then please also let us know -We like to know if we are getting things right!
One Company.
Infinite Solutions!