If you have any in warranty or out of warranty hardware issues we will try and resolve this with the manufacturer's Tech Support team ASAP. Warranty Terms and Conditions apply and should be read thoroughly. Here’s an overview of the process:
Step 1 - Create a Technical Support Ticket:
We need all the information requested on the form below to correctly raise a support case for the Tech Support team to review and provide a prompt response. You should hear back from the Tech Support team within 24 hours of creating a ticket between during working hours Monday - Friday.
Step 2 - Response from the Tech Support team
The Tech Support team will confirm if the hardware is still in warranty and if the fault is covered under the warranty. All new hardware has a commercial 3 year warranty as standard. However you may have originally ordered an enhanced warranty which includes an includes a De-Install / Re-Install service for a 3 year period across the UK. Or you may have ordered an extended warranty from 3 years to 5 years.
Step 3 - Repair or Replace
If the hardware is covered under the manufacturer’s commercial 3 year warranty and a replacement is approved by the Tech Support team, the standard process is to ship a replacement unit to you. You swap the hardware over, securely package the faulty hardware, send them a photo of the box or on the pallet and they will arrange collection.
If the hardware is no longer covered under warranty the Tech Support team may provide a price to repair the fault. The hardware can be packaged for return, collected, repaired and shipped back to you. If you no longer have the original packaging a box can be shipped to you at cost. We will send you a quotation to review and approve, send you an invoice for the repair and start the process. Out of warranty repairs will be covered by a new 1 year warranty on any replaced parts.