Thames Restek Commitment Statements

When you come to Thames Restek you'll soon see that we know what we're talking about. We have the technical back up you need when you've got a technical issue. If something does go wrong we're here to find you a solution. We can help save you time, get you back up and running, and avoid unnecessary delays for you and your own customers.

You are important to our business
We recognise that without you we don't have a business. Knowing that it costs a vast amount to win a new customer, our focus is on keeping you.  That's why you'll benefit from the very best in terms of both products and service.

Getting to know you…
As you get to know us, we'll get to know you, what you do, what equipment you run and the sort of analysis you undertake. We know what questions to ask to help you work out what you need Understanding what you do means we are able to help you identify the parts you need so you get relevant information quickly to help you decide what you need.

And if we don't know the answer, we can usually put you in contact with someone who does. This avoids delays and often expense, for you and your own clients.

Honest
If we say we'll do something… we'll do it. We don't make false claims and will never sell you something knowing it won't work. If we should make a mistake we will admit it. You're far more important to us than a single sale. You can be certain that you will always be treated fairly.

Personal Service
You won't ever be passed from pillar to post around a faceless call centre. You can get someone on the phone straight away or arrange a visit from one of our technical specialists. You will have one contact for all technical problems and advice. You won't waste time on the irrelevant, so you will be able to get to the point quickly.

Technically competent
It's good to be able to talk to people who have the same understanding. If you have a problem you can talk to someone who will give you the right answers and help you solve it, even if it's just confirming you were on the right track. You won't get passed around the office. You will get all the technical advice you need quickly, in plain English, giving you the confidence you need to make the right decision.

Communication is key
You need to know what's happening to your order or enquiry. If there are delays we'll ensure you are kept informed at all times. Sometimes things do go wrong and systems are in place to track your order from our supplier to your door. Thanks to accurate scheduling you can expect to receive your orders on time.

Established in 1985
Wouldn't you rather deal with a long established, well respected and professional company? With a wealth of experience built up over the years we've probably seen your problem before, so we can give you the answer quickly. This means you are more likely to end up with the most appropriate part to suit your application.

Strong support from international partners
Thames Restek is part of the US based Restek group of companies who currently supply their products to 88 countries around the world. You will benefit from our superb working relationships and partnerships with all our suppliers, ensuring you always get the very best advice and service.

Guaranteed Service…

When you choose a supplier you want the whole process to be as painless as possible. We have considered ways in which to help you achieve this and are proud to offer you the following service guarantee.

When you contact us you are guaranteed that…

• Your telephone calls will be answered in a friendly, professional manner within 15 seconds.
  
• Your orders and enquiries will be dealt with quickly and efficiently. If we need to phone you back we'll tell you when to expect the call.  Even if we have no further information we'll call to let you know we are still working on it.
  
• We, and our suppliers, will keep 95% of the lines detailed in our catalogue in stock.
  

When you have placed your order we guarantee…

• Our standard courier service means that stock items will be delivered to you by 5pm of the next working day.
• You will be notified immediately of any changes to the scheduled delivery date.
• Your order will be delivered in accordance with our terms and conditions. If we ship the wrong item, we will credit you in full and supply the correct or missing item, as a matter of urgency.

When you need help we guarantee…

• You will be given the right information, combining technical advice with on-going support for our entire product range.

When you need the best, our aim is to…

• Provide you with an unbeatable service.
• Continually monitor and improve quality on your behalf.
• Deliver your orders promptly and correctly.
• Exceed your expectations.

As part of our commitment to ISO9001 we guarantee to monitor and evaluate our performance on a regular basis to ensure to continue to enjoy the very best service.

We are a technically strong company manned by people with many years of experience in chromatography. Take advantage of this knowledge by giving us a call on 01494 563377.