Schneider Electric Support: Frequently asked questions

This page contains a list of frequently asked questions, please view the list of contents below and click the links to be taken directly to the relevant part of this page.

• Q. How to contact us?
• Q. How to obtain technical support?
• Q. How to place your orders?
• Q. Our service level agreement?
• Q. Collection of goods
• Q. Who do I contact if I have problems with my order?
• Q. Where can I find catalogue information?
• Q. Where can I purchase Schneider Electric Products?

 

 How to contact us

 You can contact us using the following methods: 

E-mail:

Please click on submit an enquiry through the online contact us form

Fax:

National Customer Care Centre 0870 608 8 606 

Phone:

National Customer Care Centre 0870 608 8 608 – normal business hours 08.00 to 17.00hrs Monday to Thursday & 08.00 to 16.30hrs on Friday’s (If you have an account number please make sure you have it to hand).

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 How to obtain technical support?

 Please submit an enquiry through the online contact us form.

Alternatively call the National Customer Care Centre on 0870 608 8 608. For out of hours emergency technical support please contact 01256 305292. Please note that customers not holding Telecare and Telecare plus accounts will be charged for this service.

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 How to place your orders? 

 There are four options available to place your order:

Orders can be sent via fax:

To the National Customer Care Centre on 0870 608 8 606.

Express orders

Call the National Customer Care Centre number on 0870 608 8 608.

Online

Using your MySchneider Account. To set up an account contact the Customer Care Centre on 0870 608 8 608 or contact your local Schneider Electric Merchandiser.

Via EDI:

To set up an account contact the Customer Care Centre on 0870 608 8 608.

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 Our service level agreement

 Standard orders:

2 day delivery or twice weekly for authorised distributors. Cut off time for dispatch (our works) the next day - 12 noon.

Express orders via telephone for next day delivery before 17.00hrs: 
Charged at a rate of £21.00 for the first 25kg’s and then 45 pence for each additional Kilo. Cut-off time 16.30hrs.

Premium Express next day delivery before noon:
Charged at a rate of £30 for the first 25kgs and then 45pence for each additional Kilo. Cut off time 16.30hrs.

Premium Express next day before 10.30am: 
Charged at a rate of £45.00 for the first 25kgs and then 45pence for each additional Kilo. Cut off time 16.30hrs.

For same day delivery quote 
Please contact 0870 608 8 608

Pack service offer 
A once a fortnight service that enables you to earn extra rebate for ordering pack qty’s of fast moving items. Please note that pack service orders are non returnable.

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 Collection of goods

 By prior agreement for emergency replacements only.

For details on other delivery methods please see our service level agreement above.

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 Who do I contact if I have problems with my order? 

 If you have a query when you have received your order

Please contact our Concerns team on 0870 608 8 607.

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 Where can I find catalogue information?

 Catalogues can be downloaded from our website.

If you require a hard copy or a PDF version you can either use our online contact us form or call the National Customer Care Centre on 0870 608 8 608.

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 Where can I purchase Schneider Electric products?

 You can purchase Schneider Electric products 

from any Distributor from the Distributor list on our website.

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