Customer Support

Our Aims

We want you to experience an excellent standard of service every time you contact us, through knowledgeable and helpful staff utilising efficient, cost-effective systems and processes.

We aim to provide high quality services and information for all our customers.

We will ensure that if a complaint does arise it is dealt with promptly, openly and fairly.  All complaints are thoroughly investigated.

We will always consider any new ways to improve our service and welcome any comments you want to make to help us achieve this aim.

We will strive to ensure all our customers are satisfied, and will measure satisfaction levels on an annual basis and publish those results.

Our Customer Service Commitment

All calibrations will be completed within 3-days of receipt

Repairs of Sonatest manufactured equipment will be dispatched within 6 working days of receipt (subject to availability of spare parts). Alternatively, a replacement unit will be sent out on loan.

Any repairs will be covered by a 3-month warranty.

We will endeavour to inform customers of any critical design or software issues.

Notification of arrival of equipment will be made within 24-hours

We will support all equipment for 5-years after cease of production.

What Our Customers can do for us.

Send support paperwork with ALL equipment, stating “For Repair” ,”For Investigation” or “For Calibration only”.

Provide order number wherever possible with equipment.

Equipment will only be kept at Sonatest for 3-months so please ensure you respond promptly with your order numbers, payments etc.