Aftersales and support

Moda is ISO9000 certified. This means that we have systems in place to minimise human error, and to constantly check quality at every stage of design, production and installation. This means we have more chance of getting it right first time than any other company in NZ.

However, it does not mean we are infalible! Yes, sometimes things go wrong - and if it does, it might not be able to be fixed instantly. Your product is made to order, that means if something gets damaged, there might be a lead time to replace it. We cannot keep stock of every single colour of benchtop, board, edging (unless it is the limited BASIK range). This means we have to wait for it to come from our suppliers.

Most issues are usually things like a scratched panel, or there might have been an issue in production where lets say the edgebander had a mental fit and chewed a door up. These sorts of things don't affect the running of the kitchen and will mean we have to pop out and pop a door on a few days or 1 week later.

These things will get picked up on the installation inspection and the installer will fill out this form.

Major Issues

On very rare occasions, there is a major issue. These generally involve benchtops. It can take a couple of days to figure out the solution, then we need to order a new bench and get it fitted. In the worst case, this could take 3 weeks to complete. This is simply because this is how long it takes to get the new laminate delivered and then go through the process.

We can guarantee that we take these matters very, very seriously. It happens at Moda much less than anywhere else in NZ, but it is a risk that is unavoidable in this industry. On the rare occasion that it has happened (and we are talking 1 job every 300 or so - thats a 99.7% success rate) we have been threatened, there have been tears, and we have been called names. Even NASA gets it wrong from time to time - please work with us and please be reasonable in your expectations.

Years Later.....

Something might happen later on down the track. Lets say a hinge fails, or handle falls off - its rare, but don't fret. Give us a call and we will be able to fix it!