The Metrick System: Customer Service Manual

CUSTOMER SERVICE MANUAL

Hello & Welcome.

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We Are Pleased to Welcome You to The Metrick System Based in Toronto and Los Angeles we serve clients in three areas of specialization: Advertising, Digital and Video Production.

Founded at the height of the 1991 recession, we have developed a system of marketing that combines the art of traditional and digital advertising with the science of media.

We believe that advertising is not an art-form, it is a sales tool.

Making your tools different, creative and memorable is what builds your brand and is what we do best.

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Contents Contact Us

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Limited Warranty

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Studio Tours

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MET Talks

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The Metrick System Product Recovery Program

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Contact Us

By Telephone We try to make it easy to reach us by phone.

Unfortunately the manufacturer added two features: the ignore button and call display, both interfere with us speaking to you directly. There’s a rule that we must call you back within 24 hours unless you say it’s urgent, then we take it more seriously. A few of us are lucky enough to be on the company leash, so when our voice-mail kicks in, hit 3 and your call will be transferred to our cell phones.

Directory: 416 781-0151 press 2

Accounting: 416 781-0151 ext.53

Account Director: 416 781-0151 ext.50

Joke of the Month: 416 781-0151 ext.70

Creative Director: 416 781-0151 ext.51

PLEASE Hire Us: 416 781-0151 ext.51

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By EMAIL

By FAX

Like everyone on the planet, we are usually on our computers throughout the day. It stands to reason that email would be the best medium to reach us; likely we are on Facebook, maybe tweeting, but only for business so we may not answer immediately… email is not instant messaging, though we do respond to items marked “Urgent” pretty quickly.

Forget it. We have one but no one remembers where it is. If you want to try, dial 416 781-8455; if it beeps we’ll likely hear it.

TO EMAIL SOMEONE SPECIFIC: firstname@metricksystem.com to hire us: hello@metricksystem.com

By mail CANADA 100 Miranda Avenue, 2nd Floor Toronto, Ontario, M6B 3W7 USA 11601 Wilshire Boulevard, Suite 500 Los Angeles, CA, 90025

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Limited Warranty Welcome to the world of the The Metrick System. Since our founding in 1991, we have been committed to providing our customers with an outstanding ownership experience. We make three commitments to our customers.

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You will enjoy using our innovative products designed and manufactured just for you.

2. You will experience world class after-sales customer service.

3. For 5 years after you purchase a Metrick System product from an authorized Metrick System dealer, you will be covered by our limited warranty.

First Year of Ownership Worry-Free: with limited exceptions, your product (creative concept) will be exclusively yours. If at any time you are not completely happy with your Metrick System product, we will redo the creative concept at no cost to you.

The Metrick System will cover all shipping expenses caused by wear and tear to the concept. If we determine the product is damaged beyond repair, we will replace it.

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Years Two Through Five You are covered for defects from the second through to the fifth year you own your Metrick System product. The Metrick System will repair any items that are defective in materials or workmanship for a nominal processing fee. This includes all words including vowels, consonants, hyphens, lower case and upper case letters whether individual or grouped together in most type fonts.

However, we will not cover damage resulting from wear and tear that is not a result of defects in materials or workmanship. We also will not cover damage from verbal abuse and client changes to copy and direction from the originally proposed product.

Should you feel your product is defective, your only responsibility is to ship the creative concept (writing) for repair, postage paid or take it to an authorized Metrick System dealer who will be happy to process the repair for a nominal processing fee. Many repairs can be handled in store, though sometimes the product will have to be sent back to our facility for repair. We will repair it quickly and send it back to you at no additional cost.

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Total Commitment The bottom line is that at The Metrick System, we are totally committed to keeping you happy with our products and our service. Once you have had the pleasure of owning a Metrick System product, we hope it becomes a trusted companion for life.

You can reach us online at www.metricksystem.com or call 1 800 631 9858 to speak with a customer service representative during normal business hours.

First Year of Ownership Please save your receipt or invoice as proof of purchase. This will be needed to demonstrate your warranty coverage.

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Studio Tours If you wish to visit our facility for a studio tour with one of our Metrick System guides, just call us at 1 800-631-9858 ext.46 to make arrangements. Generally we need one weeks notice to guarantee your spot.

The visit begins at the VIP Tour centre with a special welcome drink. Groups of up to 12 are then taken on a walking tour of the studio lot through studios 6 and 7, our backlot streets, green screen stages and recording trailer.

The deluxe tour explores the in-depth craft of our work with lunch in our commissary trailer.

All tours end at the gift shop where we will answer any questions you may have.

If you would like to arrange for a private tour to watch the artisans work on your customized project, a half-day visit can be arranged.

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You’re Invited Every quarter we invite a luminary from the world of Literature, Film, Television and Music to treat us to an evening of insight and creativity. Join us for a light supper and presentation from an artist who will inspire, inform and motivate you.

For more information on our next presentation contact us at: hello@metricksystem.com.

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The Metrick System Product Recovery Program The Metrick System has developed a product identification system that can help reunite you with your lost Metrick System product.

The core of the Metrick System Tracer program is a unique code for each individual product registration, printed on a secure carrier and permanently identified by our Metrick System Security team.

Once you register with Metrick System Tracer Program, it is entered into our database with a secure 20 digit alpha-numeric code on a secure server.

Should you discover your Metrick System product has been lost, stolen or misplaced, call our Tracer hotline and we will recover your items in short order. You can feel confident in the Tracer program results with 100% recovery to date.

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Thank You.

100 Miranda Avenue, 2nd Floor Toronto, ON M6B 3W7 T. 416 781 0151 F. 416 781 8455 metricksystem.com