Metallisation and Covid-19
Update 30 April 2020
This update follows a decision regarding service support.
During the current containment phase of Covid-19, Metallisation are following Government advice and taking sensible steps to protect the health of our staff whilst attempting to continue to provide the high-levels of customer support that we offer. We feel that it is important to take reasonable precautions but recognise the need not to create undue panic.
From 24th March, our assembly, production and stores facilities will remain open and operational. Our clerical support staff are all home working. We are setup well with VOIP phone systems and remote working which has settled down well over the past few weeks. Please can we ask for your patience if we don’t meet your expected levels of attendance and support – we are working hard to maintain our high standards.
From 30 April, we have reviewed working practices and considered site risk assessments to allow our service staff in exceptional circumstances to visit customer sites. There will remain some stipulations that customers will have to complete a risk assessment before engineers visit and if at any point, they feel unsafe, they will notify the customer and leave site. We are happy to review and complete your own site risk assessments for contractors too. We are also a little restricted with travel distance as there is little or no hotel accommodation available. So, if we cannot safely travel to the worksite, complete the work and travel back within a safe working day, we will not be able to attend site.
We continue to support customers remotely and are developing new ways of offering our great service. We have undertaken a number of remote instructor led installation, commissioning and training courses over video conferencing. We have improved cabling in our spray booths to assist with this. We can also use this to assist customers with fault finding. All of this is in addition to our usual telephone and email support service. We are still about to repair and service equipment at our factory. We have a great network of UK and international delivery couriers to get your equipment back to us and returned back to you quickly. Our service team are working hard to turn your repairs around withing 24 hours or often same day where possible.
All overseas travel is still not permitted and we will continue to do our very best to support you by phone, email or video conference.
As of 30th April, shipping and logistics is still working well. There remain some minor delays to all forms of shipping but not substantial delays. We continue to use DHL who are continuing to offer good service but have imposed Covid-19 surcharges to some of their shipments which we are obliged to pass on.
From 24th March, we will not accept any suppliers or customers for demonstrations/training under any circumstances.
As much as possible, we maintain the mantra of ‘business as usual’ providing excellence in our products, support and innovation. This is proving to be possible and we learn and improve day by day. We hope that the service that we continue to offer is of value to you.
Thank you for your understanding and we hope that you all remain safe during this challenging situation.