Reassuringly, a goal supported by a fault reporting procedure designed to ensure that in the unlikely event that you do experience a fault or defect, you are kept fully informed of the situation at all times. All reported faults are investigated in a timely manner and we will endeavour to resolve confirmed issues as quickly as possible in order that your disruption is kept to an absolute minimum. Whatever the outcome, you will receive and impartial report on the cause of the problem and the actions taken in rectification.
All faults are, of course, assessed to ensure that the relevant processes are developed as required to avoid any re-occurrence in the future.
In order to assist our customers in solving issues related to user error or misuse rather than actual product fault in the most efficient manner, we have introduced Maintenance
and Frequently Asked Question
areas of this website. These areas will be continuously extended in response to difficulties experienced by our customers and provide an ideal first point of contact 24 hours a day, 7 days a week.
We also keen to receive input from both our valued customers and also potential new clients on areas for improvement. If you have a suggestion to make for either a product or service enhancement or a question to ask, please use one of the adjacent links.
If you should be unfortunate enough to experience a problem which you are unable to resolve using the Maintenance
or Frequently Asked Questions
areas of this website then you should follow the following procedure to ensure the earliest response to the matter.
Download the fault report form included on this page or alternatively you can request for the form to be emailed or faxed to you.
Complete the form fully in order to ensure that we have all relevant information required to identify the product in question and the problem being experienced. This will include exact information on the location of the product and details of any site access restrictions or other such considerations.
The form should be returned by fax to your normal point of contact at Alsim using the details provided in our contact section
You will then be contacted to discuss the problem in more detail before agreeing on the most appropriate response.
On completion of the matter, you will receive a report detailing the fault, the root cause of the fault, and the work done to rectify the problem. This document, like the procedure as a whole, will give an impartial view of the events acknowledging when the fault is the responsibility of Alsim.