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Norbain Services

Norbain’s range of industry-leading services ensure that you have the most fluid and hassle-free experience. We’ll support you before, during and after the buying process, supporting you every step of the way.

Norbain’s Technical Support Group helps customers resolve product issues and ascertain the cause of any problems. Their extensive product knowledge helps them to quickly find the source of any faults and advise on the solution.

If the product is in warranty, the issue will be transferred to the Customer Services team to open a return and liaise with the manufacturer to ensure your repair is quickly and efficiently dealt with.

For those products out of warranty, the Customer Services team will arrange for an assessment for the repair, along with pricing, and organise for the work to be carried out.

Please contact us to discuss your repair requirements.

Norbain’s pre-configuration service reduces the amount of time engineers spend on site by preparing the system prior to delivery. Norbain will unpack all the equipment, configure the IP CCTV system and re-pack it before shipping to site. In addition to saving time, this also reduces the risk to the installer as the equipment is fully tested during this process.

Norbain’s purpose built configuration centre is capable of delivering a variety of services such as:

  • Programming of IP addresses into cameras and servers to make all devices present on the network
  • Installation of software onto servers
  • Configuration of software/NVR to communicate with cameras
  • Setting up camera streams for quality and rate in accordance with client requirements
  • Configuration of software/NVR to record streams
  • Delivery of camera and equipment schematics detailing IP address and MAC address

These configuration services are designed to be flexible and can be tailored to respond to a customer’s needs, so please contact your account manager to discuss any requirements you may have.

Norbain’s technical staff are available to assist and support on every product we sell, providing installers with the reassurance of expert technical backup.

  • Open from 8:30am-6:00pm, Mon-Fri
  • Expert advice across the whole of the Norbain product set
  • Advice on specification, configuration and implementation

Collect your orders at a location convenient to you
Norbain understands that getting products to different sites at exactly the right times can be a tricky process. This is why we’ve teamed up with UK Mail to give you the option of collecting orders from one of any of the 58 UK Mail depots across the country. All you need to do is follow this simple process:

1. Visit www.ukmail.com/find-a-depot

2. Choose a location most convenient to you

3. Give this UK Mail depot address as the delivery address when placing your order

IMPORTANT INFORMATION:

Pick ups

  • You will be charged at your standard next day rate
  • Collections can be made between 8am and 8pm
  • Photo ID is required, and you must quote the name of the company you work for, along with proof such as a letterhead or business card
  • A signature will be required
  • If any of the above is not provided, UK Mail will not release the goods

Returns

  • You can also return goods to our Distribution Centre at Ashton via the same network of depots
  • You will need to call Customer Services to get a returns number and request that the goods are collected from the identified UK Mail depot
  • Please fix a yellow returns label with the XR number to the goods and take them to the UK Mail depot
  • You will receive a receipt for the goods
  • Goods will be returned to our Distribution Centre at Ashton only

Norbain returns

Simply telephone the customer service department to ask for a returns number.  It is most helpful if you can provide the invoice number on which the goods were originally dispatched and the product serial number.

Units being requested for credit are subject to our 21 day no quibble policy. Items for repair are subject to the specific manufacturer’s warranty.  Chargeable repairs are subject to an inspection fee if they are not included on our extensive Fixed Price Repair List.

We will then arrange for the product to be collected and sent to our Service Centre for processing.

To monitor the progress of your return, please telephone the customer services department quoting the returns number.

Vista returns

To provide quick, direct access to Vista Technical Support, a new dedicated hotline has been introduced. Simply call 0118 9 125 125 for any support issues related to Vista products. This is a standard rate call.

For improvement of the returns procedure a new process has also been introduced. If you wish to return any Vista PTZ dome or DVR, you will now need to call the new Vista Technical Support line to qualify any problems prior to an RMA being issued.

The following process should be followed:

  • Call the Vista Technical Support hotline on 0118 9 125 125 to confirm details of the query. This is a standard rate call.
  • Once they have confirmed there is an issue they will provide you with a reference number and transfer you to Customer Services.
  • You will then need to quote the reference number to Customer Services to receive an RMA for a return and service replacement unit as per our normal service.

Norbain’s technical staff are available to assist and support on every product we sell, providing installers with the reassurance of expert technical backup.

  • Open from 8:30am-6:00pm, Mon-Fri
  • Expert advice across the whole of the Norbain product set
  • Advice on specification, configuration and implementation

Norbain realises that when it comes to demonstrating CCTV equipment to customers, the hardest part is establishing the products’ performance in-situ. To help solve this problem, customers can book the Vista van to take demonstrations right to the end user’s doorstep.

The van is managed by its own dedicated driver who is fully qualified to perform in-depth demonstrations. As well as taking the installer and end user through the various security solutions onboard, they can also offer tips and advice on how to get the very best images for the end user’s specific environment.

Visit the Vista web site to find out more.

Situated in Berkshire and Greater Manchester, our Demonstration Rooms contain the latest IP and analogue products from our huge range of industry-leading suppliers.

These rooms are ideal for:

  • Product shoot-outs
  • Customer demonstrations
  • Keeping up to date with the latest technologies

Speak with your Norbain Account Manager to find out more.