The Buderus Customer Service Principle

The Buderus customer service family works to give the best possible service to the user with its highly develop service approach and awareness. In order to promote the effectiveness and success of our customer service structure, all of our technical teams receive training on our guiding principle, to which we give great importance: «Proper technical service and clear dialogue». In order to ensure the maintenance of this quality of service, all our Customer Service Agents are periodically inspected by Service Centre officers for quality of behaviour, quality of workmanship, quality of spare parts, quality of dress, quality of repair organisation, quality of building and location, and quality of technical equipment.

All products sold are installed in accordance with Service Centre standards and handover over to the user only takes place after it has been commissioned by our customer service agent. The warranty process for our products commences after their deliver by our customer service agent. Appliances are registered at our information processing centre after delivery. Our products are now continuously monitored by our Service Centre and the Customer Service Agent. In addition to the product warranty, all services and spare parts provided are covered by warranty. Our customer service agents bear liability for all the services they provide.

Our Buderus Authorised Service Network

In Turkey we provide service on a wide range of products from combi boilers to industrial boilers, from split air conditioning units to commercial VRF systems through 277 customer service agents and 1500 expert technicians. The service provided to our customers by our customer service agents is maintained at the very highest of standards, because we gather feedback from an average of 30,000 telephone surveys are conducted every year.

Our customer service agents’ operational activities are also audited every year for compliance with the Buderus Corporate Identity. We give great importance to the personal development of our customer service agents so personal development training programs are held regularly for both managers and technicians.