Amazon Filters - Customer Services

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Customer Services

Amazon Filters believe in not only satisfying our customers but in exceeding their expectations.

We believe that, in the modern world, where product quality is a necessity rather than a desire, and technology allows manufacture of products world-wide, outstanding customer service is the key to our ability to differentiate ourselves from our competitors.

We are regularly shocked by the stories we hear (and sometimes experience) about the service delivered by some companies, often large and prestigious, and the half-truths, exaggerations and lack of response that customers are subjected to.

We are determined to ensure that Amazon Filters are viewed as reliable, trustworthy and of excellent integrity in all our dealings with our clients.

Some examples of our commitments in order to achieve this aim are:

We will commit to answering 95% of telephone calls within two rings, and 100% within 4 rings (during our office hours)

We will always aim to tell you when we will return your call if we are not able to answer a query immediately, and then we will make sure we honour that commitment.

We aim to turn all quotations around within 3 days, and we measure ourselves rigorously against this target.

If a product that you have ordered is in stock we will aim to ship it that day; if it is not, then we will endeavour to acknowledge the order within two days of receipt.

When we advise a delivery date, you can rest assured that we are committed to achieving it - no lies, no telling you what you want to hear in order to win your business, just an honest assessment of what is achievable. Then we go out and achieve it!

We are completely committed to resolving any problem you may have with our products or service quickly, efficiently and to your complete satisfaction. We firmly believe that most customers accept that mistakes can sometimes happen (though we obviously aim to minimise these!), but that people will judge us on our ability to rectify that problem.

We are well aware that these pledges are easy to make and more difficult to achieve, and that you may have heard them all before.

We understand your cynicism.

However, you do not have to accept poor service and the arrogant attitude of companies who do not value your custom - there is an alternative.

Amazon Filters greatest strength is that we are small enough to care, and big enough to deliver.

Problem Reporting

Amazon Filters have a serious commitment to the resolution of any problems that may occur with our customers, in a timely manner. We take any problems you may have personally and resolve to find solutions and take preventative actions quickly.

In the event of a problem, then please inform us by the method which bests suits you - telephone, fax, letter, or email.

We will respond with either an immediate action to resolve your problem or a communication to inform you of our investigation procedure and likely timescales.

If at any time you are dissatisfied with our response to your problem, then please contact one of our company directors, who will personally look into the issue and report back to you on the findings.

We hope and expect that you will not experience any problem with our products or service, however, if you do, we believe that we will be judged on our ability and commitment to resolve the problem quickly.

Frequently Asked Questions

Amazon is often asked about our history, stability and capabilities, and below we have listed some of the questions we are most often asked, along with our answers.

If you would like to receive clarification as any of these answers or have any further questions, then please do not hesitate to contact us.

Q: Who are Amazon Filters and what do they do?

A: Amazon is a manufacturing filter company servicing process industries around the world from our base in the South East of England. Full details of our history and capabilities are available in our Company Profile.

Q: You have a lot of products shown on this website. What do you know about applying them to my industry?

A: We certainly don't claim to know everything! However, with the level of experience our filtration engineers and the wide range of different industries we service (from pharmaceuticals to petrochemical, power generation to photographic, automotive to beverage) we can safely say that we have encountered most problems and issues that might occur.

Q: How can I be sure of your product quality?

A: There are two main strands underpinning our quality system. One is the formal side of things, demonstrated by our accreditation to ISO 9001:2000 via the British Standards Institute, as well as a serious management commitment to improvement and preventative action.

The other side is the absolute commitment to quality that is driven from the very top within Amazon, our founder and Managing Director takes a personal pride in our products and this attitude is one that is shared throughout the company.

Q: I've heard of a lot of your competitors, why have I never heard of Amazon Filters?

A: Amazon is a relatively new company, we were formed in 1985. In that time, we have grown dramatically but are still quite small compared with the big names in the industry. Our name is very well known in the filtration trade but not yet by filtration users - something we aim to change!

Q: Does this mean Amazon Filters only has limited capabilities?

A: Not at all. Amazon Filters is a manufacturing filter company, with world class expertise in filter housings, spunbonded filter cartridges and pleated filter cartridges. We also are major suppliers of carbon filters, Microfiltration cartridges, filter bags and a whole range of peripheral products.

Q: But surely your technical knowledge is restricted?

A: Not when you have people with as many years' experience within the filtration industry as we have! Although Amazon itself is relatively new in terms of years, our employees include some of the most experienced filtration engineers around, and our technical expertise is second to none.

Q: You are still a small company though; why should I deal with you rather than some of your bigger rivals?

A: Remember that size is not a benefit in itself! One of our strengths is our relatively small size - this allows us the ability to make decisions quickly due to our flat management structure, and it means we are willing to do that little bit extra to please our customers - we are not complacent!

Q: What about your financial stability?

A: We are proud of the fact that we have been profitable throughout our existence and that this leaves us in a very strong position financially. Coupled with this, because we are privately owned company, we are able to plan for the long term rather than having to compromise stability for short-term expediency.

Q: I'm not based in England but am still interested in your products. Can you supply me?

A: Of course we can! Our location in the South East of England is ideal for distribution of products around the world, being that we are only 25 miles from London Heathrow Airport (one of Europes major gateways to the world) and close to the Channel Tunnel, the major route into Europe for road haulage from the UK. In addition to this, we have highly skilled Distribution partners in various countries around the world that can not only offer local stockholding of product but also technical and application expertise to help you solve your filtration problems.