Trox 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 Trox website.
Office hours 8:00 am -5:00 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 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 Y ($50.00)
Required contract number N
 

Vendor has participated or will participate in the following conferences

MACUL 2019 Y
MSBO 2019 Y
REMC Summer Inservice 2019 Y
MACUL 2020 Y
MSBO 2020 Y
REMC Summer Inservice 2020 Y
Other Michigan statewide K-12 conferences In the process of scheduling K-12 conferences throughout the state, dependent on COVID-19 restrictions and availability
 

Delivery

Rush delivery options available at additional cost Y
Deliveries are drop-shipped by manufacturer Y
Delivery timelines from receipt of orders
     Equipment 15 Business Days ARO
     Supply/Paper 15 Business Days ARO
     Software 15 Business Days ARO
Delivery Options Summary
Standard delivery by ground to front door, rear door or receiving area is included in item pricing. Rush shipping or next day delivery is available at customer expense (please contact Troxell for rush delivery estimate). Liftgate service and Inside Delivery options are available and vary by manufacturer. Inside Delivery and Liftgate service will be coordinated by Troxell with customer in advance. Liftgate and Inside Delivery Charges vary by the type of product(s), quantities, and freight carrier. Please contact Bob Clark for a customized Liftgate and/or Inside Delivery quote.
 

Troubleshooting/Use/Setup-Assistance

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

Return Policies

Call tag issued for company's incorrect shipment one-way
Customer dissatisfaction 30
Full refund within 30-60 days depending on Manufacturer
Method of refund customerchoice
Restocking Fees 15
Restocking Fees 15
Return Policies Summary
All returns require Troxell approval and issue of a Return Merchandise Authorization number (RMA) prior to shipment. Customer may return products that are damaged in shipment, defective (DOA), or do not suite their needs. No Charge Call tags will be issued for damaged or defective returns. Products received should be inspected for damage within 15 days to comply with Intersate Commerce Law guidlines. Some returns may be subject to restocking charges and return shipping costs. Troxell Customer Service will assist in all return issues by calling 800-352-7912 x 1. NOTE: Items permanently marked or inscribed for security purposes can not be returned as DOA and must go to manufacturer designated service location for warranty repair.
 

Warranty Policies

Product to be replaced with new if reported within Policies vary 30 days to 5 years, by Mfr, and indicate new or warranty-repaired
Product to be replaced with used/reconditioned units N
Call tag to be issued Y
Warranty Policies Summary
All product sold is covered by the manufacturer warranty terms and conditions. Defective returns for replacement or credit are eligible within 30 days of Troxell invoice. Beyond 30 days the unit must be serviced under warranty terms. Call tags will be issued for in warranty service delivery. Products returned as defective must be complete with all accessories and documentation for full credit or charges may apply.