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Discord/Challenge Procedure:
Our mission is to provide the best business ISP & design services in the western USA. We take pride in the reliability of our service provision and the maintenance of high quality customer support in every department. To ensure that any complaints can be fully investigated and resolved satisfactorily, a Ninth Commerce Group has a clearly defined procedure that is readily available to all customers as follows.
Step 1
In the first instance, we ask that customers should contact a member of staff in the relevant department. If the complaint is account related, an Accounts/Credit Control adviser should be contacted; if the complaint is support related, it should be a Technical Support adviser; if more general, a Customer Services adviser. Telephone contact numbers for various departments may be found at: Click Here. An adviser will take all relevant information regarding the complaint and will investigate thoroughly and, where possible, resolve the issue directly.
Step 2
In most cases, no further action will be necessary. However, if the adviser is unable to resolve the issue to your complete satisfaction, your complaint will be escalated to the department's Team Leader, who will contact you within one hour and undertake further investigation. The Team Leader will then report back to you within 24 hours.
Step 3
Customers not satisfied with the resolution or explanation provided can make a further written complaint to the relevant department's manager who will respond in writing within 10 working days of receipt.
Step 4
In the event that all the above procedures have been followed and completed without eliciting an acceptable response or proposed resolution, the manager will provide the necessary instructions to enable a written complaint to be made to the Managing Director who will respond in writing within 20 working days of receipt.
Step 5
If you are not satisfied with the terms of any proposed resolution or explanation contained in the reply sent to you by a Ninth Commerce Group's Managing Director, you will have the option of raising a case with American Arbitration Association who will act as independent arbitrator. To initiate this procedure, you should contact American Arbitration Association directly as per the details below:
American Arbitration Association
http://www.adr.org/
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