TGI’s Satisfaction Guarantee
Posted July 2018
TGI’s Satisfaction Guarantee:
At TGI we are committed to the satisfaction of our customers. We stand behind our service and equipment so we provide a Satisfaction Guarantee, giving you peace of mind.
Guaranteed Response Time
When a service request is placed, a service technician will be on-site within an average of 4 business hours.
Upon requesting a loaner, the same or equivalent system will be made available after the 2nd visit within 1 month for the same problem. A Product Specialist and Field Manager will be scheduled in order to assess the situation. If your device is out-of-service for more than two consecutive business days or requires off-site service, after notifying TGI a loaner will be provided at no additional charge. This insures 100% up-time.
If your device or its accessories do not operate within TGI’s product specifications during the term of the agreement, and if the equipment cannot be repaired to perform within product specifications, TGI will replace it at no charge with a model of equal or better features and specifications for the lease term or for three years from the purchase date.
There may be times when your equipment requires a bit more than a service tech can handle onsite or maybe it has inherent flaws that can’t be fixed at all. In those cases, TGI has you covered as well. Our guaranteed loaner policy kicks in if your machine is going to be down for more than 24 hours. Our service replacement guarantee says that if we can’t fix it, we’ll replace it, no questions asked. This is included in our standard service agreement, however, if you need something else, just ask. All of our service-level agreements can be customized to make sure we have you covered from all angles.