Customer Services

WDS is committed to providing all its customers with the best possible service before, during, and after a purchase. All WDS employees are well-trained across the entire product range and can help you place an order, recommend alternatives, check stock, advise on availability, and quote the best possible product prices and delivery options. For more technical queries, they can direct you to our technical engineers, who can provide detailed product information or bespoke product designs.

Here to help

WDS Components International Customer Service Centre is our own one-stop customer contact centre. We offer our customers many ways to contact us: website, email, webchat, Facebook, and the good old-fashioned phone. Our team has almost 150 years of experience in components, spare parts, and machine accessories, and is trained to help our customers. Our experienced sales and engineers can offer advice and ensure you get the right components for any industry you may be working in.

WDS Components engages with all our customers; we provide customers with a single point of contact, supported by our large warehouse and in-house production facility. Our customers benefit from having access to over 55,00 SKUs and a modern manufacturing facility. WDS Components is proud to be a member of Made in Britain.

The most popular methods of contact are online, chat, social media (Facebook and LinkedIn), phone, and, of course, email. Please note that we route all customer communications through our customer relationship system, which connects our customers to the right colleague to help. If you are provided with a ticket number, please quote this in all communications. You can log in to our help desk for more FAQ's and support.

WDS Online

The WDS Components website allows our customers to log in, order and receive quotes. Customers can also order and pay on agreed account terms.

Once logged in, you can make changes to your account, set up users within your company, view invoices and past orders, and even load your item numbers into our products.

Our website is designed to provide you with our full range of products, CAD drawings, technical specifications, related products, alternative products, 3D drawings, pictures and videos, along with our latest news items and much more.

The site is mobile-friendly and will adapt to the device you are viewing the site on. Please note this might give you a different experience when shopping on mobile devices, and images and information may be presented differently.

Sales and Support

Introduction

WDS Components operates with a system that logs all calls, chats, and emails. It is a service that allows clients to log tickets. This service collates Emails, Webchat, Social media channels, and other communication methods our customers use.

Contact and Support

We try to progress all tickets through four stages:

WDS Components provides a ticketing system for sales, after-sales and general communications. All our customers are granted access to the ticketing system to log tickets through our dedicated online helpdesk.

In addition to this, tickets can be logged via your Account Manager or the WDS sales team.

Ticket Submission

Tickets are entered into our system individually and may be grouped under one ticket number. This allows each issue to be addressed on its merit, resolved and closed individually.

Please note that once tickets are resolved and closed, any new issues related to them may need to be logged as new tickets to avoid repetitive changes to the ticket status and to maintain a clear thread for that ticket through to resolution. WDS reserves the right to merge or reopen tickets as required.

Triage

All tickets are triaged after they are logged. They will be accepted, routed into our business, assigned to an agent, allocated to a team (such as technical support), and assigned a priority status. WDS Components will acknowledge the ticket and migrate the request to our internal CRM and ticketing system.

Priorities

Ticket priority is determined by many factors, not always client preference, to maintain a clear understanding of what to prioritise when there are often multiple tickets in the system at any one time. If you require urgent attention, please mark your ticket with “urgent” in the topic or subject fields.

Urgent Ticket

Urgent tickets are deemed to affect critical factors, such as the replacement or maintenance of essential machines.

Normal Ticket

If we have sufficient information, we will label the ticket as we see fit and set a rapid resolution. You can prioritise open tickets within the ticketing system, but this only affects the ticket run order—i.e., which one you want to work on first, second, etc.

Scheduling

Our support tickets are worked on based on the receipt date so that dedicated resources can be assigned to them. If you have priorities agreed in advance, we will resolve them in the order of those priorities. If you do not have tickets agreed or prioritised, a call may be needed to clarify.

We aim to:

Reply to all quote requests within 24 hours.
Confirm all orders within 24 hours.
Respond to all RFI/RFQs within 72 Hours.

Resolution

Agents will work on your tickets as soon as possible during normal working hours. Once resolved, you will receive a notification, and you can get updates via our live online helpdesk. Updates on progress will be noted against the tickets.

We will work through the tickets until your enquiry is resolved. We will notify you by email, phone, and messages as required.

Fast-track resolution of normal priority tickets

Should you wish to resolve normal priority tickets quickly/same day, dependent on resource capacity, this may be achieved under the agreement.

This would need to be discussed with the WDS Sales or After-Sales Teams.

Helpdesk

The WDS Components helpdesk provides an online portal for all customers to manage their tickets with us, as well as access to news, knowledge, and FAQs. Customers will receive links to this portal in replies from WDS.

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