York EMC Services (YES) - Service Quality Commitment

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Customer enquiries

We will make a response to all initial enquiries made by phone, email or in writing within 2 working days of receiving them. We will clearly indicate any additional information that we require in order to progress the enquiry and agree a date (where applicable) when any quotation etc is to be available.

The laboratories have systems in place, as part of their ISO 17025 accreditation, to ensure that quotations are checked in order that they meet customers’ requirements and are technically correct.

Our Consultancy, Research, Product/Development and CPD activities have a similar quality management system in place certified to ISO 9001:2008.

Support for Our Customers

YES offices are staffed by friendly, attentive professionals. Our technical consultants keep pace with the latest technology and our project managers, laboratory and field engineers and support staff are committed to our customers’ complete satisfaction.

We have the resources and capabilities necessary to serve our customers in every professional capacity.

Making a booking at our UKAS accredited laboratories

Laboratory staff are acutely aware that project timescales are often very tight and that the laboratory needs to be available when the customer demands; sometimes at short notice. Our aim is to operate a booking system that has maximum flexibility to meet customers’ needs. We will ensure, wherever practicable, that customers’ testing is completed in the timeframe that they require.

Customer support

Our engineering staff recognise that in many cases our customers are not EMC specialists and may need help and support in identifying the standards and understanding the tests that apply to their products. Our engineers keep abreast of the latest developments of standards and their interpretation and are able to communicate this using clear, jargon-free language.

Inevitably some products do fail tests and here the laboratory staff are able to apply their considerable experience to providing cost effective solutions. Stocks of components for many of the commonly applied practical solutions are kept at the laboratories.

Supporting documentation

Upon request, YES promises to deliver two hard copies and one electronic copy of the consultancy report to you.

The laboratories are able to support the testing carried out with comprehensive test reports. A wide range of organisations, including UKAS, have accepted the format of these documents and the test reports are used to support Technical Documentation.

For customers requiring a more summarised form of results, test certificates can be produced.

Our aim is to provide documentation when the customer needs it and to that end we are currently working on systems that will reduce report delivery times.

Health and safety

YES has made health and safety a priority for our test instrumentation, consultancy, testing within the laboratory and whilst on-site. We are proactive in the implementation, monitoring and communication of health and safety issues.

Our employees complete safety training that is reinforced with inspections, investigations, and company safety meetings on issues ranging from electrical safety to site and laboratory working. YES site staff always adhere to the relevant industrial safety standards.

Customer confidentiality

YES is aware that in some cases the products with which we are dealing are commercially sensitive in nature. The quality system in place incorporates confidentiality procedures, which ensures that the customer’s business is not divulged to other customers or outside YES. We are able to provide additional confidentiality and security, where this is necessary.

YES is well aware of commercial confidence considerations and every project is treated as strictly confidential until you, the customer, tell us otherwise. We regularly operate under non-disclosure agreements.

Our confidentiality procedures are a necessary part of our UKAS and ISO accreditation for laboratory testing and our BIS appointed EMC Notified Body status.

Limited Warranty for Products

YES warrants any product to be free from defects in material and workmanship for a period of one year from the date of shipment to the purchaser.

This warranty extends to the original purchaser only. It does not apply to any product or parts subject to misuse, neglect, accident, unauthorised service or abnormal conditions of operation.

In the event a product covered by this warranty fails, YES, will, without charge, repair and recalibrate the instrument if returned to their test laboratory within one year of the original purchase – provided that York EMC Services examination discloses, to its satisfaction, that the product is defective.

York EMC Services may, at its option, replace the product in lieu of repair. If the defect was caused by misuse, neglect, accident, unauthorised service or abnormal conditions of operation, repairs will be billed at a nominal cost. In such cases, an estimate will be provided before work is started, if requested by the purchaser.

For warranty service, contact York EMC Services. Provide the serial number of the equipment and complete details regarding the failure. You will then be given shipping instructions. Return the instrument to the factory. Repairs will be made and the equipment will be returned to you. York EMC Services assumes no responsibility for loss of, or damage to, products in transit.

Customer satisfaction

YES is fully committed to ensuring complete customer satisfaction. Our aim is to build long-term relationships by providing a service that meets or exceeds our customers’ expectations. If we do this, we would like to know about it; if we don’t, we need to know about it.

We are proactive in seeking the views of our customers and will respond wherever we can. Above all we recognise that without our customers’ business, we have no business and we will only retain that business by satisfying our customers’ needs.

Last Updated: 2012-Nov-21