Customer Update 4th July 2022
Frequently Asked Questions Order Placement The global cyber-attack has forced us to have to introduce a manual process for order placement until further notice. The new process is outlined below and will take effect from the 5th July.
Please place orders via telephone, and have a PO number ready o
UK 0800 521050
o
Eire 01 4620739
Orders can only be placed for a limited range of products, see separate PDF Please place your orders in daily amounts in line with your daily allocated number of loads. This will be communicated directly to you by your Knauf contact
Any orders received over your daily allocated load number will be rejected. The order will need to be re-
submitted in line with the process Order confirmations will be provided verbally within 2 hours of order placement
We will provide you with a delivery reference number for traceability Our lead time will be day 1 order, for up to day 4 delivery in GB / day 6 ROI/NI o Any deviation from this will be advised by a telephone call from Customer Service
Order amendments and balance orders will not be permitted Unless by prior agreement timed delivery windows remain unavailable
Order cancellations are permitted up to 48hrs before delivery date free of charge. Order cancellations within 48hrs (96hrs for Ireland) of delivery will incur charges, which you will be informed of at the point of
cancellation Orders for non-standard / special products are not permitted at this time All calls will be recorded, as per normal
Why is there a restricted range of product available to order? As we adapt to a new order process, along with our European Knauf partners, we need to phase in product to ensure inventory control. We will increase the product lines being offered as soon as possible, and we will communicate when this is the case I placed an order before the cyber-attack (pre 29th June), will it be processed? If you have received an order confirmation, your order will be processed and delivered. A small number of deliveries have been rescheduled and these have been notified at branch level. If you did not receive confirmation, then the order will not have been processed and will need to be resubmitted under the new order process as outlined above I placed an order after the cyber-attack (29th June) will it be processed? Any orders placed on the 29th,30th June, and the 1st –4th July will not have been processed UNLESS you received an order confirmation from Knauf. Where order confirmation has not been received these orders will need to be cancelled and resubmitted under the new order process outlined above I send my orders via EDI, will they be received? No, these orders should be cancelled and placed with our Customer Service team by telephone. EDI orders are not visible to us for the time being. They must be resubmitted under the new order process outlined above