Catering equipment brand Alpeninox has made a series of tweaks to its dealer terms, including scrapping fuel surcharges and offering an optional delivery service on specific product lines.
UK managing director, David Jones, confirmed the company is now covering the cost of fuel surcharges itself, rather than adding them to the value of the order.
“With the continued changes to the charges made by the logistics companies in the UK, it has historically been very difficult to get accurate costs for project and multiple deliveries,” he explained.
“And fuel surcharges, although small in most cases, at some point would be passed onto the customer. Alpeninox UK has now scrapped this process and is paying for all the fuel surcharge levies on any delivery themselves. Therefore, the dealers have all their standard deliveries completely free of charge.”
Additionally, Alpeninox, which is based in Cambridgeshire, has introduced a specialist two-man refrigeration delivery service, mirroring an arrangement it already has for warewashing equipment.
Through the service, key refrigeration items can be delivered on a specific day, de-palletised, unwrapped, packaging removed from site, positioned and left in full working order.
“All of this can be done for the dealer from as little as £75, which all dealers agree is great value for money as this has constantly been a problem for them,” said Jones.
“There is no longer any need for their in-house teams to get involved in the process and, more often than not, the end-users are more than happy to pay for this additional service. On most occasions it would cost the dealer more in time and diesel to do it themselves.”
The refrigeration and warewashing delivery service form part of a new UK warranty and service set-up that is designed to provide more distinct product and geographic coverage. Investment has been made in the company’s demo kitchen and training rooms, while more dates have been added to its free dealer technician training calendar.
From a service point of view, all refrigeration and dishwashing products are handled only by their respective product teams, while three key teams cover all other equipment in four regions: London and the South-East; South West; Midlands and North; and Scotland.
“This has resulted in an even higher percentage of first-time fix and customer satisfaction,” insisted Jones.