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 InCar Expert
Retail Specialists' Code of Practice
We as members of the InCar Expert Installer Network undertake
that we will:
- Act fairly, reasonably and responsibly in all our dealings with
you and ensure that all activities of the Association comply with
relevant rules and regulations.
- Not discriminate between consumers on any grounds of race, gender,
disability, ethnic origin or sexual preference.
- Do our utmost to assist the customer fairly when he/she is seeking
information and / or guidance.
- Act with integrity and try to ensure that all our suppliers
of goods
and services do likewise.
- Respect any confidential information given by our customers.
- Do our utmost to deal with any consumer complaints fairly, efficiently
and as quickly as possible.
- Follow any guidance notes or information provided by the Association.
- Provide adequate training for staff to ensure that the procedures
they
follow reflect the commitments set out in this code.
- Provide workmanship to a standard expected from the Association.
Furthermore, all retailers working under the banner of the InCar Expert Installer Network agree to work towards fulfilling the Association's Qualification Criteria as listed below.
To encourage an ongoing improvement in facilities, knowledge, customer
care and presentation within specialist in-car electronics retailers,
the Association encourages improvement and, wherever possible, monitors progress in the following areas:
1] Premises
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a] External Appearance & Facilities (ie. appealing
store frontage, car parking)
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b] Internal Appearance & Facilities (ie. cleanliness,
demonstration facilities, workshop)
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c] Additional facilities (ie. service department, woodworking/paint
rooms)
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2] Sales Staff
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a] Appearance
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b] Customer Care & sales manner
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c] Product and Vehicle Knowledge
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d] Specialised Knowledge (ie. system set-up, audio/technical
measurement)
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3] Installation Staff
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a] Appearance
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b] Qualifications and/or Experience
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c] Specialised Knowledge (ie. system set-up, high-end
installation experience)
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d] Specialised Electrical Knowledge (ie. product interfacing,
OEM solutions)
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e] Specialised Skills (ie. trimming, styling, painting,
use of metals/plastics etc)
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4] Business Procedures & Ethic
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a] Adherence to payment terms (in relation to their
Suppliers)
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b] Willingness to fully discuss with the MMSA any issues
that may arise
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c] Agreement to promote the aims of the Association wherever possible
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d] Adherence to the MMSA Code of Practice, as stated
above
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5] Service & Aftersales Care
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a] Telephone manner
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b] servicing arrangements and promptness in solving
faulty product issues
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c] promptness and success of dealing with installation
related problems
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d] willingness to support enquiries on products supplied
and/or fitted by
other specialist retailers working under the InCar Expert banner
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There is a mechanism in place that allows the Association to measure
adherence to the criteria and remove from our listing any companies that are seen to fall short. If a customer of any retailer listed on our web site feels they need to make a complaint, and that it is not sufficient for the situation to be handled directly between customer and retailer, our online
feedback form can be used.
We also encourage customers to use the feedback
form to give praise to a company or an individual where you
feel they deserve a special mention.
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