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
How much can I order? Whilst we are temporarily operating to a more manual process, and to ensure we maintain a high level of service, a specific number of loads per day will be assigned to each customer, which will be communicated to you via your Knauf representative. Any orders received over the assigned number of loads will be rejected and will need to be re-submitted in line with the new temporary process Can I amend the order once placed? No, we are unable to amend orders that have already been placed and confirmed for delivery. Can I cancel an order already placed? Yes. As per the order process above.
Order confirmation How I will know that my order has been confirmed Once the order is processed, and stock allocated, a member of the Customer Service team will call you to acknowledge and advise of the delivery reference number for traceability. Will I receive an email order confirmation? No, we will however provide a reference over the telephone at the point of order placement
Delivery / Lead time What is the new delivery lead time? We are now working on a lead time of up to 4 days (GB), and 6 days (ROI/NI) What if my delivery arrives damaged or is missing product? Please ensure the POD is noted at the point of delivery and advise Customer Services, who will endeavour to resolve the problem as soon as possible
Technical / Sales Support Is full technical support still available? Our online technical support is now running across both webchat, and email. Our design office is available to support our customer projects, as well as onsite support from our technical and specification teams. Can I still contact my local Knauf representative? Yes, you can still contact your local Knauf representatives by telephone
Other Will the cyber-attack at Knauf have any impact on my/our IT network or data? At this moment, we are not aware of any impact outside of the Knauf Network and we took all necessary measures to isolate the issue.