Computer systems, barcoding, digital images, guarantees, customer services

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Sending in repairs -We use the Royal Mail special delivery service for our postal service. A collection and delivery service is available depending on location. The item and repair docket should be placed in a transparent resealable bag with the repair docket clearly visible. Any separate stones or small loose items such as charms must be sellotaped to the repair docket and a note made on the docket that they are included in the package. The repairs should be sent in with a despatch note which lists the repair numbers and total volume of items being sent. If the items are being collected by our driver, the repair clerk and driver should count the items together and both sign the worksheet before they are placed in the collection bag.
Processing Repairs -When a parcel is received by Maker Mends it is opened and the numbers of jobs contained in the parcel are counted and checked against the number recorded on the dispatch note. If these amounts are the same the items get booked into the system (if there is a discrepancy we will immediately contact the shop). This will involve entering the shops unique account number and the job reference number in to the computer to produce a bar coded label that is attached to the repair slip. At the same time a digital photograph is taken, this is kept on file by us. Now that the job is on the system we can scan the bar code as items as transferred from one department to another. We sort through the work to separate Estimates, Watch repairs, Engraving and any Speedmends(see turn around times) as they are dealt with in different departments from the general repairs. General repairs are batched so they can be processed in manageable quantities. Each repair is given a coloured, coded basket, depending on the day it is due back to the store e.g. Speedmends are all in white baskets. The items are repaired in the workshop, from there they will go into the polishing room and finally through to the quality control department where each item is individually checked to ensure the work required is carried out to the proper standard.
Returning Repairs -The items are then packaged up and sent back to the shops with a delivery note and/or invoice depending on the shops preference. When the parcels are received by the shops the numbers of jobs contained in the parcel should be counted and checked against the number recorded in the dispatch note(if there is a discrepancy contact us immediately).If the items are being delivered by our driver the repair clerk and driver should count together the items being returned and the repair clerk should sign the worksheet. Some items are sent out from us to other organisations e.g. to the London Assay Office for hallmarking. We record on our database where the item was sent to and the date of dispatch so that we can monitor that the items are returned within a reasonable time.
Computer System - our computer systems have been written to cater for the needs of the modern day retailer. We use Real Time Track and Trace software whereby all items accepted for repair can be readily located. (See the barcoding section).
We can supply delivery sheets that only show the retail charges or purchase invoices.
We can provide various reports that can help our customers analyse current trends and plan for the future e.g. the number and type of repairs, the number of estimates given and how many of those are proceeded, the total value of the work we carry out, the average cost per repair.
This information can be emailed, faxed or sent by post.
Turnaround Times - the basic repairs such as ring sizings or chain repairs take on average 7 working days to complete. Please go to the individual pages in the Service section for more detailed and specific information on the named jewellery items. Normally the more complicated repairs come via the estimated processes and we advise the approximate time the options will take to complete with each individual estimate. We also offer a Speedmend service - for £7.80 extra we can offer a 3 day turnaround on standard repairs.
Insurance -Our insurance is provided by Lloyds Jewellers Block Insurance.

Barcoding - as each item is accepted for repair it is entered into our computer system. This involves entering the shops unique account number and the job reference number in to the computer to produce a barcoded label that is attached to the repair slip. Now that the job is on the system we can scan the barcode as items are transferred from one department to another. By checking on our computers we can advise date items are received, the current status of repair, who is working on the repair and the expected date of return. This system makes dealing with your enquires speedy and efficient.
Digital Imaging -Every item that comes into the workshop is photographed using a digital camera before it is repaired. The image is stored by us so that in the event of a query such as the item breaking again we can establish if it is a new break. These images can be printed out if necessary.
Customer Service -the department is available Monday to Friday from 9am to 5pm (not on bank holidays)
telephone - 01268 546546
fax - 01268 546 100
email - enquiries@makermends.com

We strive at all times to deal with our customers in an efficient and professional manner to provide the best service we can.
FAQ'S - Click on the thumbnail to see our FAQ section.
Guarantee of items - we will guarantee all our workmanship, which is the work we do on an item. The guarantee is supported by our digital photography. In the event of a return job we can identify whether the problem is a repeat of the original repair, if so we will carry out the repair free of charge.
Security -our building is fully secured to our insurers requirements.