SCG Customer Service — Expert Guide for Procurement, Projects and After‑Sales

Overview and purpose

SCG (Siam Cement Group) operates a multi‑channel customer service function that supports retail customers, construction contractors, distributors and large industrial accounts. The service mission is to ensure product availability, installation quality and post‑sales performance across building materials, chemicals and packaging lines. SCG’s corporate portal (https://www.scg.com) centralizes contact points while local business units (SCG Cement‑Building Materials, SCG Chemicals, SCG Packaging) run specialized technical support teams.

For customers in Thailand the main SCG Head Office address is SCG Center, 1 Siam Cement Road, Bang Sue, Bangkok 10800. The general inquiry line is +66 2 586 2222 and the corporate website hosts product manuals, safety data sheets (SDS) and warranty documents. Use the official contact form at https://www.scg.com/en/contact to route queries to the correct business unit and preserve traceability.

Channels, hours and first‑contact expectations

SCG supports inquiries through four primary channels: telephone, online contact form, on‑site technical visits and social/digital channels for retail support. Typical business hours for office support are Monday–Friday, 08:30–17:30 (local time). Emergency and industrial account support often has 24/7 escalation paths for safety, production stoppage or logistics incidents—these are assigned to account managers and emergency hotlines for critical customers.

Operationally, aim for the following response benchmarks when interacting with SCG: automatic acknowledgement within 2–6 hours for online forms; telephone hold times under 3 minutes during peak hours; initial case triage within 24 hours; and a target resolution or mitigation plan for non‑safety issues within 3–7 working days. For safety or production‑critical incidents, standard escalation expects an initial onsite or remote technical intervention within 24–48 hours depending on location and stock availability.

What to prepare before contacting SCG

• Order and delivery details: purchase order number, delivery note (DN), invoice number, date of delivery and receiving site address. These accelerate validation and warranty checks.
• Product identification: product name, model/code, batch or lot number (often printed on the bag or box), production date. For chemical products include SDS code and CAS number if available.
• Site documentation: photographs (high resolution), short video of the issue, site coordinates, installation drawings and contact details of the site foreman or maintenance lead. For logistics issues, include container/truck number and time stamps.

Complaint handling, escalation and KPIs

SCG uses a structured complaint handling workflow: intake → classification (quality/logistics/service/technical) → triage → corrective action → verification → closure. All formal complaints should be logged through the SCG contact form or by phone so they receive a case number. That case number is the primary reference for follow‑up and for any warranty claims.

Key performance indicators (KPIs) typically tracked on cases are: acknowledgement time (target < 6 hours), technical response time (target < 48 hours), root‑cause analysis delivery (target < 7 calendar days for non‑critical issues), and corrective action verification (target < 30 days). If progress stalls, ask for escalation to the regional service manager or the business unit’s customer care leader; retain the case number and request an escalation ticket code.

After‑sales support: warranties, spare parts and technical services

Warranty terms vary by product category and country. For building materials and roofing systems, manufacturer warranties commonly range from 1 to 15 years depending on product class and installation scope; for specialty chemicals and performance additives, warranty is typically limited to conformity with the specification and is validated against the Certificate of Analysis and original batch. Always request a copy of the warranty certificate at purchase and retain the original invoice—these are the primary documents for claim validation.

Spare parts, repair kits and technical service are available regionally through SCG’s distributor network and authorized service centers. For project customers SCG assigns a dedicated account manager who coordinates inventory reservation, scheduled maintenance visits and training for site crews. For industrial customers, service contracts with defined SLAs are available (example: quarterly preventive maintenance, annual site audit, replacement parts guaranteed within 72 hours when stocked locally).

Practical tips, fees and documentation

When requesting a technical visit, clarify whether the visit is under warranty (no inspection fee) or out‑of‑warranty (a standard inspection fee may apply). Typical out‑of‑warranty inspection fees in Thailand range from THB 1,500–5,000 on standard site visits depending on location and required specialist equipment; detailed repair or parts pricing is quoted after diagnosis. Always obtain a written quotation and a purchase order for paid services to avoid disputes.

Keep the following documents accessible for any interaction: purchase invoice, delivery note, warranty card, product datasheet and photographs. For expedited logistics or replacement parts, provide the nearest SCG warehouse or service center address—SCG lists regional warehouse locations on their website—and confirm access hours and site safety requirements in advance.

What is the best way to contact SCG support?

Non Emergency Contacts

1. Customer Care. 800.659.8299. Live Support Hours: Mon-Fri 7:30 a.m. – 6:30 p.m. Self-Service Automated Phone Support 24×7.
2. Email Us. Send us an immediate email.
3. Credit & Collections. 866.659.4140. Mon-Fri: 7:30 a.m. – 6:30 p.m.

What is SCG’s customer service reputation?

SCG’s 4.9* Trustpilot rating, across more than 1,300 reviews, showcases our skills and expertise to offer advice and recommendations, all supported by the highest level of customer service.

What is the 24 7 number for NJNG customer service?

800-427-5325
If you smell natural gas or have a natural gas emergency, immediately call our 24-hour hotline at 800-GAS-LEAK (800-427-5325) from a safe location. If you are calling from out of state, dial 800-221-0051. Our emails are not monitored 24/7. Contacting us by email will delay our response to your natural gas emergency.

How do I contact Southern Connecticut gas?

800.513.8898
Then call us immediately at 800.513. 8898 or call 911 from a safe location.

Who owns Southern CT gas?

Avangrid Connecticut Energy Corporation (function(){
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Southern Connecticut Gas/Parent organizations
Southern Connecticut Gas (SCG) is a wholly-owned subsidiary of AVANGRID, Inc. View the most current financial information, including quarterly and annual filings at AVANGRID.com.

How do I talk to someone at Socal gas?

1-800-427-2200
Our customer service representatives are available to respond to your needs 24 hours a day, seven days a week. Just call The Gas Company toll-free at 1-800-427-2200 or visit www.socalgas.com. If you’re a property owner, you are responsible for maintaining all gas lines on your side of the meter.