Our Commitment
CD-Mediaworks will provide its customers with courteous, timely, and efficient service that will exceed customer expectations and surpass the best in
the business. CD-Mediaworks is committed to making existing hardware and software work
together, and to ensure that any new hardware and software sold or installed
works to your satisfaction, and meets or exceeds your expectations.
We are also committed to maintaining your privacy. No email names or personal
information is stored, sold, or redistributed to any other source. Our
transaction server is secured with 128-bit encryption, and credit card
information is not stored on any of our servers.
In order to continuously improve its services, CD-Mediaworks encourages ongoing customer feedback to help establish its customer service standards and performance measures.
For more information on Guarantees, Warranties and Software License Agreement, see our Warranty
and Software License Agreement Policy.
For additional information on our commitment to your privacy see our Privacy
Policy.
Since incorporation in 1998, CD-Mediaworks has grown exponentially in both the number of
employees in the organization and the number of products and services offered. The goal of this Customer Service Policy is to convey to you, the customer, what you can realistically expect from
CD-Mediaworks.
CD-Mediaworks is committed to improving the way it offers high quality services that
are easily accessible. With this in mind, the policy presented here is
organized for your convenience. For example, look in the On-site Standards section to find out how CD-Mediaworks will help your business with our On-site Service Policy. To find out about in-house contract work such as Web Design and Custom Software Development, see the Software Contracts section.
We hope that you find this policy to be as user-friendly as possible,
and we welcome your comments and suggestions.
This Customer Service Policy revolves around people --from industry to the
individual. It is based on ideas, suggestions, and feedback received from our
customers and staff. It defines our customer service standards and processes for building and maintaining high quality services to meet those standards throughout the world.
The following principles drive our customer service policy:
- Customers Know What They Want -Rather than sitting back and assuming
that we knew what customers wanted and needed, we went out and asked.
We listen to what our customers think about the types and quality of services and products we offer. What we discover helps us to refine our products and services to ensure that we are meeting your needs.
- Customers Needs Are Paramount -Based on feedback from our
customers, we respond immediately to comments and suggestions about improving
the way we deliver our products and services.
- Communication Is A Key to Our Success -Developing effective tools to
open lines of communication with our customers helps us do our jobs
better. By developing effective lines of communication, CD-Mediaworks is in a good position to address any customer needs and concerns.
The standards established here are partly based on industry standards. More importantly, our standards reflect the feedback we have received and address issues important to our customers.
CD-Mediaworks serves four primary customer groups -the
general public (e.g., home users), office professionals, small businesses,
and others in the computer industry. These four broad categories encompass the populations
that we serve and work with most often.
The standards described here represent our effort to
identify the needs and concerns of our customers and to establish and address these needs and concerns.
Time Estimates are a key ingredient to this policy. In contracts where time estimates are required, documented procedures will be followed to arrive at a clear estimate.
Job Progress - An informed customer is a happy customer.
We want our customers to be apprised of any major (or minor) developments in any
work undertaken by CD-Mediaworks. This serves to avoid any surprises at the end.
Job Auditing includes the review of all records, logs, and journals. All work performed on a worksite, location, or at CD-Mediaworks. All project time is be logged, as well as any additional details or info that might be useful to the work at hand.
Consistency - You can be assured that every representative of CD-Mediaworks holds to the same principles or practices across the organization.
Feedback- is welcome at any time both during and after any job. Please see our Contact Info page for ways to contact us.
Resource Control - You can expect careful control and use of resources, human as
well as fiscal and material, to maximize their impact and effectiveness.
Problem Solving- Proposed solutions or considerations are made in writing to resolve something that is an obstruction or prevents progress.
Prompt handling of complaints- Immediate management of
charges of dissatisfaction are addressed. Any deficiencies that are found as a result will be fixed at no-charge to the customer.
Timeliness- information and/or responses are provided early or on
time.
SUMMARY - All CD-Mediaworks Software Customers are entitled to:
- Fair, courteous and professional treatment;
- Information that is accurate and current;
- Timely responses to requests;
- Flexibility- the capacity to adapt to or change requirements is paramount in our goal of providing superior products and services. 'The customer is always right' is a defining principal of our company.
- Knowledgeable Staff- A representative will have familiarity with or understanding of all facts and/or conditions of any job assigned.
The standards described here represent our effort to
identify the needs and concerns of our customers and to establish and address these needs and concerns. The following standards apply to the customer groups where
on-site service is required:
Job Start and Completion Times will be presented, in writing, before any job is started. If extra time
is required in order to complete a job satisfactorily, the customer will be
notified by telephone or email immediately.
Follow Up Contact- is our standard procedure. A follow up contact will be made within 48hrs of the job completion time. A Maintenance Agreement of 1 to 12 months may also be negotiated at this time at a highly discounted rate.
New Equipment is often the easiest 'fix' when it comes to on-site service- but this option is also balanced with the notion that the customer may not be in a position to purchase new equipment. Our policy is to only replace when absolutely necessary. This is determined by assessing the repair costs including labour against the replacement costs, or if the near/long-term maintenance of the original equipment will outweigh the cost of replacement.
Consistency - You can be assured that every representative of CD-Mediaworks holds to the same principles or practices across the organization.
Feedback- is welcome at any time both during and after any job. Please see our Contact Info page for ways to contact us.
Our on-site representatives adhere to the following standards:
Courteousness- Respect and consideration will be given at all times by any representative of CD-Mediaworks.
Flexibility- The capacity to adapt to or change requirements is paramount in our goal of providing superior products and services. 'The customer is always right' is a defining principal of our company.
Knowledgeable- A representative will have familiarity with or understanding of all facts and/or conditions of any job assigned.
Listening- The representative gives attention and/or careful consideration to what is said.
Reliability and Trustworthiness- All of our representatives are dependable, confident, truthful, and highly qualified.
SUMMARY - All CD-Mediaworks On-site Customers are entitled to:
- Fair, courteous and professional treatment;
- Information that is accurate and current;
- Timely responses to requests;
- Confidence that efforts are made to assure that all installed products are in compliance with all laws and regulations;
- Consideration of their opinions and concerns;
- Accurate and timely information about job progress.
CD-Mediaworks will continue to embark on a variety of initiatives to ensure that
it continues to address customer needs. Ensuring that quality service is
provided is an on-going process that requires changes in the way we do business.
By continuing to listen to our customers and by learning from the best in the industry,
our company will strive to reinvent itself-to become more
efficient and effective-and to provide the types of services the public expects.
Over the coming months, CD-Mediaworks will:
- Develop programs and initiatives that continue to help address customer needs. The people who make up our company will use the information gathered from their experiences to develop and enhance services.
- Benchmark against the best-in-the-business. CD-Mediaworks will
determine an internal process that needs to be improved, benchmark with
leading industries, and establish performance standards.
