Customer Service Principles

At Shefah Group we are committed to providing exceptional customer service to all our valued clients in the scientific community. We understand the importance of reliable lab equipment and strive to be your trusted partner throughout the entire buying journey. Our customer service principles are built on the following:

Pre-Sales Support:

  • Expert Advice: Our knowledgeable team of sales representatives understands your needs and can answer your questions about equipment functionality, compatibility, and suitability for your specific applications.
  • Product Demonstrations: We offer product demonstrations, either in person or virtually, to ensure you choose the right equipment for your lab.
  • Technical Resources: We provide access to comprehensive online resources, including product manuals, application notes, and technical specifications, to help you make informed decisions.

Post-Sales Support:

  • Installation and Training: Our trained technicians can assist with equipment installation and provide on-site or online training to familiarize your staff with operating procedures and maximize equipment use.
  • Technical Support: Our dedicated technical support team is available to answer your questions, troubleshoot any issues, and provide timely solutions to keep your lab running smoothly. We offer support through various channels, including phone, email, and online chat.
  • Preventative Maintenance: We offer preventative maintenance programs to help ensure peak performance and extend the lifespan of your equipment.

Warranty Application Process:

  • Clear Warranty Information: We provide clear and accessible warranty information on our website and all product literature. This information outlines the warranty period, coverage details, and any exceptions.
  • Simplified Claim Process: Our warranty claim process is designed to be quick and hassle-free. We offer online and phone-based claim submission options, and our team will guide you through the process efficiently.
  • Prompt Service: We prioritize warranty repairs and replacements to minimize downtime in your lab.

Bilingual Customer Service:

We recognize the diverse needs of our clientele and are proud to offer bilingual customer service support in English, French and Spanish. Our representatives are fluent in both languages and can effectively communicate with you in your preferred language.

Our Commitment:

By adhering to these principles, we strive to build lasting relationships with our customers and exceed their expectations throughout their entire experience with Shefah Group. We are dedicated to providing you with the technical expertise, support, and resources you need to achieve success in your research endeavors.

Additional Information:

  • We encourage you to visit our website for more information on our products, services, and warranty policies.
  • Feel free to contact us with any questions or concerns. We are always here to help!