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Help and Support to our customers during COVID-19

VisionAid Update on COVID-19

 27th March 

For VisionAid, our customers are at the heart of everything we do, so with this rapidly developing situation I wanted to update you all personally. 

Even with the majority of the UK now in lockdown, I’d like to start by reassuring everyone that we’re making every effort to maintain our high standard of service during these difficult times. We are currently open for business as usual and are taking all the necessary precautions to help maintain the health and safety of our staff and customers.

We’re now running our main office with the minimum number of staff whilst adhering to the relevant health and safety guidelines. All other colleagues are now working from home. 

We have unfortunately (but very necessarily) had to cancel all of our usual on-site and home visits for demonstrations, meetings and training. We are now providing remote demonstrations and training sessions over the phone or via video call; WhatsApp, Skype, TeamViewer etc.

You are still able to contact us via phone, email or via our new website (including online chat) during our normal office hours of 9am to 5:30pm Monday to Friday to:

  • Place an order (orders are still being processed in the normal way and being delivered via DPD and Royal Mail)

  • Speak to us for advice on our range of solutions

  • Organise remote demonstrations, familiarisation or training (or register interest to schedule them face-to-face in the future)

  • Receive technical product support (repairs, issues, servicing etc.)

  • Have a remote assessment.

In the absence of our usual face-to-face visits, we are extending our standard returns period to 30 days. We hope customers feel this will provide them with plenty of time to fully test a solution and make sure it’s the correct one for their needs. 

It’s now more important than ever to have the right solution in place to help maintain independence and stay connected to the world around us. 

Please bear in mind that as the COVID-19 situation develops our timescales and level of service may be stretched, especially if our colleagues are forced to stop working, be it through illness or duty of care. If we are required to close our offices we will still be here to support you over the phone and online. As new information becomes available, we will endeavour to keep you updated with any significant changes to our business.

Finally, I would like to say a heartfelt thank you to all of our customers for their understanding and patience during this difficult time.

Best wishes and stay safe,

Ellis Ellis

Managing Director

Many people are feeling more anxious than normal at the moment, especially about their sight. For those with macular disease the Macular Society Advice and Information Service is there to help, please call them on 0300 3030 111 if you’d like to talk.