ACCO Brands USA LLC (GBC) Profile

Below is a summary of vendor customer service policies and procedures, as well as conferences they will be attending in the next year. The vendor provided the information below as part of a bid response.

Customer communication

One primary point of contact Y
Toll free customer service telephone number Y
Toll free customer service fax number Y
REMC specific web page Click to visit ACCO Brands USA LLC (GBC) website.
Office hours 8 AM - 6 PM et
Demo/evaluation product available N
Product demonstration sessions upon request N
24-hour response time to voice mail or email inquiries Y
 

Order verification, billing, and customer account information

Order verifications will be sent within 24 hours of receipt of the order upon request Y
New customer forms are required N
Summer deliveries coordinated with customer Y
Procurement/credit cards accepted Y
Convenience fee charged on procurement/credit card purchases N/A
 

Vendor conditions

Minimum order to avoid a shipping charge N
Required contract number Y (REMC 2019-2020 Bid)
 

Vendor has participated or will participate in the following conferences

MACUL 2019 Y
MSBO 2019 N
REMC Summer Inservice 2019 Y
Other Michigan statewide K-12 conferences No
 

Delivery

Rush delivery options available at additional cost Y
Deliveries are drop-shipped by manufacturer Y
Delivery timelines from receipt of orders
     Equipment 5-7 days ARO
     Supply/Paper 5-7 days ARO
     Software N/A
Delivery Options Summary
Fedex,& Holland Motor Freight are ACCO Brands USA LLC preferred shipping and freight delivery service. Ground/regular shipping and inside delivery are no charge on freight for awarded items; however rush deliveries are subject to additional charge.
 

Troubleshooting/Use/Setup-Assistance

Phone assistance Y
Onsite assistance at no cost N
Onsite assistance at extra cost Y
 

Return Policies

Call tag issued for company's incorrect shipment none
Customer dissatisfaction 30-90 days depending on product family
Full refund within 30 days
Method of refund credit
Restocking Fees 15%
Restocking Fees 30 days
Return Policies Summary
Please contact ACCO Brands USA LLC to obtain a Return Merchandise Authorization (RMA) number and detailed return instructions before shipping your product. Contact number: USA 1-800-723-4000. No returns of any type will be accepted without an RMA number. Subject to the written warranty from ACCO Brands USA LLC that accompanies a product, defective products will be accepted by ACCO Brands USA LLC for credit, exchange or repair within 90 days of the invoice date. ACCO Brands USA LLC is responsible for return freight on these items if applicable. Note that verification of the claimed defect by ACCO Brands USA LLC authorized personnel will be required prior to issuance of proper credit, exchange, or repair. Non-defective supply and non-installed equipment and part returns are subject to a 15% restocking fee and must be completed within 30 days of the date of the invoice. Product must be returned in the original selling packaging, quantity and must be in a condition for resale. Customer is responsible for return freight on these items. Non-defective installed equipment returns will not be accepted. All custom-made product sales are final and are not eligible for return. Adhering to ACCO Brands USA LLC's Return Policies allows us to provide you better service by processing your return and issuing appropriate credit, replacement, or repair more quickly. In regards to 1.210 Shipping Errors of Section 1, Statement of Work: When the customer orders incorrect items and/or incorrect quantity a restocking fee of 15% will apply and the customer will be responsible to pay for return mail or shipment back to the vendor.
 

Warranty Policies

Product to be replaced with new if reported within 30-90 days depending on product family
Product to be replaced with used/reconditioned units N
Call tag to be issued Y
Warranty Policies Summary
ACCO Brands USA LLC warrants that the ACCO Brands USA LLC product is free from defects in workmanship and material under normal use and service. This warranty is limited to repair or replacement at ACCO Brands USA LLC's option. This warranty shall be void if the product has been misused, damaged by neglect, or serviced by anyone other than ACCO Brands USA LLC's authorized agent. Laminator warranties vary by model. Warranties may be 90 Days, 1 Year and 1 Year Limited. Extended Maintenance Agreements are available for an additional charge and vary by model and age of the equipment.