After-sales
This page answers one question: after the job is finished, what do you do when something is wrong.
The cover
Cabinets carry a three-year warranty, and Blum and Higold hardware carries ten years. The other fixed facts about us, from when we were founded to what we make, are on the company facts page.
Where to write
Send after-sales and spare part requests to thomas@moyisihome.com. That address is read by the people who can actually pull your file, which is why it is a different address from the one on the contact page.
Send these four things in the first message
Almost every case that drags on does so because one of these was missing at the start, so it is worth putting all four in one email rather than answering four separate questions over a week.
Your contract number. This is what lets us pull the original cutting list and the approved drawings, so we are looking at what was actually made rather than at a standard product.
What is wrong, in plain words. A door that no longer closes flush and a door that was made to the wrong size are two different problems with two different fixes, and the description tells us which one we are looking at before anyone measures anything.
Photographs. One wide shot showing where the item sits in the room, and one close shot of the problem itself. The wide shot matters as much as the close one, because it shows the run around it.
The drawing, with the item marked. Mark the affected unit on the drawing you signed off. On a whole-house order there can be dozens of units, and many of them look alike in a photograph.
Response times
You can reach us at any hour. After a call we come back within four hours. Emails are answered within 48 hours.
Those are response times, not repair times. What happens after depends on what it is: an adjustment we can talk you through, a part we send, or a component we remake and ship with your next order or on its own.
Spare parts
Hinges, runners, handles, shelf pins and door bumpers are ordinary consumables and we keep the specification of what went into your order on file, so a replacement matches rather than nearly matches. Ask by contract number and we will send the same part, not the closest one in stock.
If you want a spare set held from the start, say so before production. It is cheaper to add a few pieces to a container than to ship them separately later. How the order moves from drawings to delivery is laid out in the step-by-step ordering process.
If a panel is damaged in transit
Photograph it before it is installed and before the packaging is thrown away, and tell us the carton number from the packing list. Cases handled this way get resolved quickly. Cases where a damaged part was fitted first are much harder for anyone to work out. The fitting-side checks are on the installation page.
Getting in touch
After-sales and spare parts: thomas@moyisihome.com
New enquiries and quotations: thomas@moyisihome.com