Fiora processes: our after-sales service

PORTADA

A few months ago, we decided to tell people about our daily activities, to let everyone share in our day-to-day routines, to find out about how we work and to understand our relationship with our customers. We began with a tour of our facilities and we told you how we manage orders. And on this occasion, we want to talk about our after-sales service, which, for us, is our most important value.

Fiora provides all of its products with a 5 year guarantee, covering all defects that arise as a result of the manufacturing process. We work to make all the possible improvements and minimise errors; but, when these occur, our obligation is to accept our responsibility and respond as quickly as possible.

Our distributors are always the point of contact with Fiora for our consumers, both in terms of sales and after-sales care. Through them, we channel all requests and complaints.

When a consumer has a problem with a Fiora product, they must contact their dealer, who will give us all the documentation we need to provide the appropriate solution: invoice number, pictures of the damaged product, etc.

This solution, depending on the severity of the damage, may involve one of our repair kits or the intervention of our Official Technical Service, which will visit the consumer’s home to carry out the necessary repairs.

This process also applies to the repairing of any damage that may have occurred as a result of improper installation, misuse or poor maintenance of our products. Logically, in these cases this will not be at Fiora’s expense. But it is part of our service, designed so that all our consumers can enjoy our collections in the best possible condition.

The customers are centre stage for the third Fiora Brand Day

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How often have you felt that the rhythm of everyday life does not leave you time to think? It’s the routine; it doesn’t leave much room for improvisation. The daily obligations define your agenda, and it seems that inertia wants to direct your steps. That’s why it’s very important not to be just carried along by the tide, but to establish mechanisms that allow you to regain control, to pause and be calm.

At Fiora, being aware of this need, we decided to organise an annual day of working differently. A special day, dedicated to the Fiora brand. It was to be a day to think about and discuss its present and its future, its needs and values; a few hours of coexistence, to speak freely, to express our opinions and listen to each other, and so to make the best possible decisions. And it was such a good experience that last Friday 9 October we celebrated the third edition of Fiora Brand Day.

As on previous occasions, we met at the Hotel Viura, in the village of Villabuena de Álava. We enjoyed the company and advice of our colleagues from the agency Contrabriefing and also the presence of a reputed consultant: Eugenio Palomero, one of the leading figures in financial marketing, services marketing and management skills in Spain.

At the end of the day, we were very pleased with the results, and reaffirmed the need to promote the values of the Fiora service to its customers in our communication: everything that goes on behind the making of each of our shower trays, panels, radiators or pieces of bathroom furniture, which is a lot. The 5 year guarantee, the professional staff waiting to assist you in your own language, the wide range of options for the customisation of our products both in terms of sizes and also in textures and colours… The effort that we make every day to ensure that we attain the standards that our customers deserve.

This is something that we should not just say, but that we also have to prove. And so we carry on working!