Excellence in Customer Care is a key philosophy of Doyen. Attendance and support for customers takes absolute priority over everything we do. Our response times detailed below are guaranteed anywhere in the world.
Doyen is not just a machine supplier. Our objective is to provide total long-term solutions for you our customer, and this is epitomised in our extensive Customer Care programme.
Location
For our customers' convenience, Doyen Medipharm has international service centers and personnel located around the world. These service centers include Lakeland, Florida; Kulim, Malaysia; and Wymondham, U.K.
Response time
Doyen guarantees to provide technical assistance by telephone within one hour of the request and where appropriate a service technician on-site within 24 hours.
Warranty
We recommend that all service of Doyen machinery be carried out by our qualified service personnel. Customers electing to do their own service may jeopardize warranty privileges (typically 12 months for all machines) if machines are not maintained in accordance with our procedures.
Cost estimates
The estimated time required to effect repair will be given in writing upon request. There will be no minimum charge for a service call.
Service Rates for the United States service center are as follows:
| Service rates |
United States |
| Monday to Friday (8 hour day) |
$95.00/hr |
| Overtime (in excess of 8 hour day) and Saturday |
$142.50/hr |
| Sunday and Legal Holidays |
$190.00/hr |
| Travel time |
$70.00/hr |
| Hold over pay* |
$550.00 |
*Hold Over Pay will be charged if, at the Customer’s request, the service technician does not return home over a weekend and has no work scheduled in the Customer’s plant for either of the weekend days. This will not apply to national holidays occurring mid-week.
Service Rates for the United Kingdom service centre are as follows:
Emergency call out single premium charge _______________£200.00
(Applies where less than 48 hours notice of service requirement can be provided)
| UK SERVICE TECHNICIAN |
DailySubsistence rate (weekdays) |
Hourly Service rate (weekdays normal hours) |
Mileage |
| Normal hours |
£120.00 per day
(€ 190.00) |
£58.00 per hour
(€ 90.00) |
£0.55p per mile
(€ 0.90) |
| s |
Daily Subsistence rate(weekends/bank holidays/nights) |
Hourly Service rate(weekends/bank holidays/nights/overtime*) |
Mileage |
| Overtime |
£120.00 per day
(€ 190.00) |
£90.00 per hour
(€ 140.00) |
£0.55p per mile
(€ 0.90) |
| UK SENIOR ENGINEER ¬ |
DailySubsistence rate (weekdays) |
Hourly Service rate (weekdays normal hours) |
Mileage |
| Normal hours |
£120.00 per day
(€ 190.00) |
£75.00 per hour
(€ 120.00) |
£0.55p per mile
(€ 0.90) |
| s |
Daily Subsistence rate(weekends/bank holidays/nights) |
Hourly Service rate(weekends/bank holidays/nights/overtime*) |
Mileage |
| Overtime |
£120.00 per day
(€ 190.00) |
£105.00 per hour
(€ 160.00) |
£0.55p per mile
(€ 0.90) |
* Overtime is in excess of 9 hours per day including travelling time.
¬ Senior engineers include mechanical design engineers and software engineers.
Other expenses charged at cost (flights etc).
Service Rates for the Malaysia service center are as follows:
| Service rates |
Service Technician |
Europe / US Senior Engineer |
| Daily Subsistence Rate |
RM220.00/day |
RM1000.00/day |
| Normal Hours Service and Travel Rate |
RM95.00/hr |
RM350.00/hr |
| Weekends, Bank Holidays, Nights and Overtime Service and Travel Rate |
RM140.00/hr |
RM500.00/hr |
| Emergency Call Out Single Premium Charge* |
RM200.00 |
RM200.00 |
*Emergency Call Out Single Premium Charge applies where less than 48 hours notice of service requirement can be provided.
Method of transportation will be at Doyen’s option and billed at the following rates:
| Transportation |
United States |
Europe |
Malaysia |
| Automobile |
$0.37/mile |
£0.55/mile (€0.90) |
RM0.85/kilometer |
| Air Fare |
actual ticket cost |
actual ticket cost |
actual ticket cost |
Invoice
Once the service project is complete, the invoice will break down the on-site time, travel time, and travel and accommodation expenses.
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