Customer Service Policy

Standard Operating Hours: 7:00 AM to 5:00 PM Monday to Friday

Queries related to production progress and/or product information are recorded in the company’s Customer Relationship Management system (Comma5 CRM System). The system allows EME to track a customer’s enquiry from the time it was logged through to the time of resolution.

If we cannot respond immediately, EME endeavours to respond to customer queries or complaints on the “next 4 hours’ rule.” For example, if a query is received during the morning, a response should be expected by that afternoon. If a query is received in the afternoon, a response should be expected by the next morning.

The communication modes in order of preference are: cellular telephone, landline telephone, e-mail, fax and post.