Our aim at Braintone is to provide first-class customer service via our dedicated and fully trained customer operations team. Offering a professional and friendly service, our fully trained staff ensures we offer the highest level of service at all times in order to meet our customer’s varied needs. Our newly formed Customer Operations team is a one-stop shop so whether you’re looking to place an order, make a return, change delivery details or resolve an issue; you can now do all this via the same agent and through the one department. Now that’s worth shouting about!
We’re always looking at ways to improve our service offering and that’s why we now offer a freefone hotline to our friendly customer operations team. In addition, we also offer a comprehensive range of post sale functions providing you with extra confidence when purchasing from Braintone.
The customer operations team is a one-stop shop handling all customer enquires including:
- Placement of new orders
- Replacement orders
- Order tracking and confirmation
- Sourcing of missing items
- Provision of warranty information
- Approval of return requests
- Arrangement of collections (where applicable)
- Resolution of payment disputes & overdue invoices
- BSI audited complaints procedure
Service levels we like to shout about!
We pride ourselves on our rapid response to calls received and ensure that we always respond to all email enquiries quickly and efficiently.
- The majority of calls are answered within 20 seconds
- Less than 3% of all calls received are abandoned
- All emails received are given a unique ID number so that customers can track their progress
- 95%+ of emails received are resolved within 24 hours
- Telephone Service Level for June: Average speed of answer 15 seconds and we only missed 2.2% of our calls received
Contact details & opening times
Department |
Opening Times |
Contact Details |
Customer Operations |
Monday-Friday |
09.30 -06.00 |
Saturday |
09:30 - 03:30 |
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Technical Support |
Monday-Friday |
09.30 -06.00 |
Saturday |
09:30 - 03:30 |
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4000 4444
support@braintoneindia.com |
When you need to contact us we’re ready to take your call. We offer numerous contact channels that are open late into the evening and even at weekends. Customer Service and Technical Support are open six days a week to offer comprehensive support to businesses and consumers.
Polite manner...
Mistakes and late deliveries are extremely frustrating and whilst we make every effort to ensure you don’t encounter problems, occasionally mistakes may happen. In order to help us resolve any issues as quickly as possible we ask customers to provide the following details where possible.
- Order number
- Brief details on what has happened
- Expectations with regards to a solution
Please maintain a polite calm manner at all times as your enquiry will become easier to resolve if communications remain courteous. Verbal abuse towards team members will not be tolerated, and in extreme circumstances calls may be terminated. Calls may be recorded for training purposes.
Complaints procedure
We take complaints seriously and our BSI audited complaints procedure confirms our commitment to our customers, offering peace of mind when you need it most. If you have a complaint please write to the following address or email info@braintoneindia.com >
Our service level is 5-10 days depending on the complexity of the issue. We will ensure you receive a resolution in writing either via email or post.
What our customers think…
Our customers like to shout about the excellent customer service they receive from Braintone. Our testimonials section includes honest, up-to-date feedback from the people that matter – our customers.
Customer feedback
We pride ourselves on offering a first class customer service offering however if you feel we could improve or you simply want to voice your concern over a certain matter we’re ready and waiting to help. We value customer feedback as it enables our business to maintain and continually improve its processes and procedures.
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