Covid-19 Update

Monday, March 16, 2020 | Tags:

Dear Customers

COVID-19 Update 24.3.20

At Matthew Algie, we’ve continued to monitor the Covid-19 situation and follow government advice. Over the last 24 hours the government has taken steps to introduce a lockdown on all unnecessary travel and we’d like to clearly outline what this means for our customers and how we will continue to support you.

If you have questions or need support

First and foremost, we’re here to help you. Our Contact Centre will continue to work from home and be available to answer your questions or give advice where possible. That means our Customer Service and Accounts support lines will be there to assist you during this time.

You can continue to call us on 0800 263 333 / 1800 626 220

If your business has closed and you need technical guidance

Our Technical Support desk will also continue to work from home and be on hand to assist with guidance on how to safely switch off your coffee machine. Where possible, we will prioritise with Technical assistance over the phone only. We will run a limited Field Service response team to support customers in Healthcare and Grocery Retail and our Field Service Engineers will be given guidance on how to protect themselves and others in these environments which still support the public.

For a simple guide to switching off coffee machines, please follow the link here. Alternatively, you can call the Technical Support Desk who will be happy to talk you through these steps on 0800 263 333 / 1800 626 220

If your business is still open and you need a product order

As a Foodservice business, we’ll continue to support customers that require additional stock. Our Contact Centre remains open and available to answer your calls and our warehouse operatives will follow strict guidelines to ensure their health and safety is a priority. Our logistics partners will continue to deliver products, but we can expect short delays in the coming days - we’ll endeavour to update you accordingly at the point of order.

What next?

We’ll continue to keep in contact with you through our website, social media channels and email alerts in the coming weeks but in the meantime, we really appreciate your ongoing support and custom.

Please take care and we will get through this together.

Thank you
The Matthew Algie Team

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Covid-19 Update: 16.3.20

Given the unprecedented situation regarding Covid-19 in the UK, Ireland and rest of the world; we wanted to keep you updated with the steps we at Matthew Algie are taking to ensure we can continue with our customer support, regular supply of products and coffee machine maintenance. In particular the hospitality sector is experiencing one of the most challenging periods of a generation and we believe suppliers and customers across the industry must work together to keep sector alive.

 

We are continuing to follow official guidance from the government and health authorities. Continued support to our customers and the well-being of employees is a priority for our business and we will continue to keep you informed as new developments arise.

 

We’re here to help your business:

From Tuesday 17th March we will be transitioning our Contact Centre and other employees to work from home to ensure we minimise the risk to our  employees - this means our Customer Service, Accounts department, Technical support and Sales teams will be on hand to answer your calls. Your dedicated Account Manager will be continuing to visit face to face and travel by their car only. 

 

Keeping your coffee machine operational:

Our field service engineers will continue to support and we’re currently experiencing no impact to our response times. If this changes we’ll be sure to update you.

 

Continuing our supply chain:

We hold sufficient raw materials, packaging, products and machine parts in our UK warehouse to support ongoing business. Our production and warehousing continue to work and we’ve strengthened our hygiene procedures in this area to minimise the spread of Covid-19, including:

  • increased reminders to wash hands thoroughly and frequently
  • cleaning contact points within the warehouse i.e phones, printers
  • excluding entry to production and warehouse from any other colleague or supply chain partner

 

How we’ll keep you informed:

If there are any further developments or changes to our support or services we will ensure our website is updated and communication shared via email and our support teams. 

 

If you have any questions or concerns please contact our Customer Services team on 0800 263 333 (UK) or 1800 626 220 (Republic of Ireland).

 

Thank you

The Matthew Algie Team

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