Tierney Brothers 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 Tierney Brothers website.
Office hours 9:00 am - 6:00 pm et
Demo/evaluation product available Y
Product demonstration sessions upon request Y
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 Y
Summer deliveries coordinated with customer Y
Procurement/credit cards accepted Y
Convenience fee charged on procurement/credit card purchases 3.5%
 

Vendor conditions

Minimum order to avoid a shipping charge Y ($100 for awarded catalog discount manufacturers (normal shipping rates apply to non-contract items))
Required contract number N
 

Vendor has participated or will participate in the following conferences

MAEDS 2018 Y
MACUL 2019 Y
MSBO 2019 Y
REMC Summer Inservice 2019 Y
Other Michigan statewide K-12 conferences MANS Oct 11-13 2018; Tierney Tech Tour Fall 2018, 2019 and 2020
 

Delivery

Rush delivery options available at additional cost Y
Deliveries are drop-shipped by manufacturer Y
Delivery timelines from receipt of orders
     Equipment 5-15 days from receipt of order, pending manufacturer availability
     Supply/Paper 2-3 business days, pending manufacturer availability
     Software 1-3 days from receipt of order, pending manufacturer availability
Delivery Options Summary
Standard shipping will be via common ground carrier at no additional cost. Drop shipping from Tierney Brothers warehouse or manufacturer. UPS or Fed Ex expedited or overnight shipping will incur additional cost; charges vary depending delivery size, ship to location, etc. Tierney Brothers will ship via common freight carrier to loading dock for large orders at no additional cost. Lift gate provided on request for an additional fee. Inside delivery provided on request, additional fee applies. Additional handling fee may apply it items are "heavy weight" (over 100 lbs) over sized or require special handling. Special delivery instructions must be included on purchase order. Freight quote for special delivery options will be provided before order is placed.
 

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 both-ways
Customer dissatisfaction Returns (unwanted product or customer error) must be made within 30 days. Custom orders may not be returned.
Full refund within Within 30 Days for unopened, non custom, see terms below
Method of refund customerchoice
Restocking Fees 15%
Restocking Fees Within 30 Days for unwanted/customer error returns; returns not accepted after 30 days
Return Policies Summary
Tierney Brothers, Inc. requires customers to inventory/inspect product upon delivery. All claims for defective merchandise or errors in shipments must be made within five days after receipt of goods. Clients using their own carriers will be responsible for filing their own freight claims if product is damaged in transit. If product is identified as defective or damaged in transit by one of Tierney Brothers carriers, a replacement unit of the same model will be provided with no charge to the customer. Timing and procedures for obtaining replacements vary depending on current stock levels and the manufacturer. Returns (unwanted product or customer error) require an authorization number and must be made within 30 days. Custom orders may not be returned. Returns are subject to restocking fees with the exception of out of box failures and replacements under warranty. The standard restocking fee for this contract is 15%. Products need to be in original packaging, unopened, and in new condition. The client is responsible for delivery arrangements of product to be returned for unwanted product or customer error. In this event, Tierney Brothers, Inc. can provide a call tag, but shipping and handling charges apply. Credits to clients' accounts may be applied to open invoices or a check may be issued upon request if there are no past due invoices on account.
 

Warranty Policies

Product to be replaced with new if reported within Dependent on manufacturer policy. Most manufacturers will replace with new product within 30 days of invoice.
Product to be replaced with used/reconditioned units N
Call tag to be issued Y
Warranty Policies Summary
Tierney Brothers, Inc. will honor the manufacturers' warranties for all products bid on this contract. For situations where integration services are purchased, we offer a 90 day warranty or a one year warranty as specified in each individual integration proposal. All REMC customers may purchase access to our Lifeline Support through chat, phone and email for additional instructional and technical support beyond standard manufacture warranty.