None of the below affects your statutory rights
Once we have arranged for DPD to collect your unit you are not able to cancel. For local drop off or mail in customers, once a repair has been started, you are not able to cancel.
On some occasions a unit may need further repairs than that quoted at the time of placing the order. If this is the case, we will always discuss this with you prior to repairing extra faults and will notify you of any other payments that arise as a result.
Once we have repaired and tested your unit you will receive an email and/or a phone call notifying you that we are ready to dispatch your unit. If we don't receive contact within 30 days of notification, we shall forward a second notification. If we still cannot get in contact after a further 30 days (60 days after initial notice) we shall dispose of your device.
Your unit, once repaired, will under no circumstances be returned to you unless full payment has been made.
All invoices must be paid within 30 days of completion of the repairs unless an alternative arrangement has been formally made.
When we receive your unit we shall inspect it to see if the original manufacturer's warranty seal is present and untampered with. We shall also inspect the unit to see if there is any other evidence of tampering with the unit's internal workings. If the original manufacturer's seal is present on your unit, and there is no evidence of an attempt to open the unit, once repaired it will be covered by a 3 month warranty. If the original manufacturer's warranty seal is not present or there is evidence of an attempt to open the unit, a 1 month warranty will be issued on return of your unit. You shall receive notification on the length of your warranty when we return your unit.
The PS3 Yellow Light Of Death (YLOD) repair is exempt from the 3 month warranty. All YLOD repairs will come with a 1 month warranty. We offer this service as a recovery service only, and advise customers to recover their data and trade in their unit once repaired. This is because due to the nature of the fault, it can come back again, quite quickly.
Please note that the original manufacturer's warranty seal shall be removed by us to gain access to the unit during repair. If your unit is currently covered by a manufacturer's warranty, this will become void on removal of their warranty seal.
We use tamper proof warranty seals that are uniquely numbered. If any attempt is made to remove our warranty seal your warranty with us immediately becomes void.
The warranty covers your unit for the repairs carried out by us only. If the same fault occurs, it is covered by our warranty. All warranties are Return To Base (RTB) warranties. This means that courier costs associated with returns are to be met by the customer. Courier costs at this time are £15.00. This payment must be made by you prior to us arranging collection of your unit. If the same fault has occurred we shall repair the unit free of charge. We shall repair your unit 2 times under warranty. If your unit fails a third time under warranty, we shall issue a refund of the original repair cost, less the non refundable deposit. Refunds on warranty issues will only be made after inspection by us.
If you make a warranty claim and there are signs of miss use or accidental damage, including broken screens or water damage - the warranty becomes void and a repair will be chargeable if requested.
If on return of your unit to us under warranty, your unit cannot be repaired, your original repair cost shall be refunded - less any courier fees for collection or delivery.
If we collect a unit from you under warranty at our cost using our courier and there is no fault found or that a fault has been caused due to user error, the courier fees will be payable by the customer.
This does not affect your statutory rights
If we find no fault after work has begun on your device, and you request the unit back, the refund due is the total cost, less that of an inspection fee of £9.99 and courier charges.
Full repair refunds shall only be issued if your unit is returned under warranty and is unrepairable, or, fails 3 times while under warranty.
This does not affect your statutory rights
On receiving your unit we shall inspect it to confirm the fault it has been booked in for. If the fault is different, we shall contact you to discuss any change in price. We will then after confirmation proceed to repair the fault and extract any game that is stuck inside the unit. Once the fault is repaired, the unit will then be passed on to our testing department where all units are tested for a minimum of 4 hours. Once your unit has successfully completed the testing phase we shall be in contact to arrange the units return. If your unit is deemed unrepairable, either at the time of repair, or if it fails testing, the unit shall be returned to you in its original state.
Our repairs will not affect other areas of a unit. If another fault is identified you will be notified of any further repairs needed and we will request authorisation for any additional cost.
Repair time is usually between 3-5 working days. This can be extended at times during unusually high workload or availability of spare parts. An express service option is available for a fee.
We advise testing the unit out for all functionalities within 24 hours of receiving your device back from repair. Please contact us immediately if any issues have been found so we can make steps to resolve them.
If We Can't Repair Your Item
In the very unlikely event we are unable to repair your unit we shall refund the money paid minus the courier costs and our inspection costs. This will be £9.99 for our inspection cost and which ever shipping you select.
If your unit has a game stuck inside it when it is sent to us, you must state this on the packing sheet, and to the sales person who placed your order. We shall not replace any game that we have not been notified as being stuck in the unit. If you have the original case for said game, please include this with your unit.
When packing your unit, please pack the unit and hard drives only. No wires or game pads to be included unless requested by us for fault finding reasons.
The packing of your unit for delivery to us is your responsibility. Please make sure that units are packed sufficiently. We recommend wrapping your unit in bubble wrap, or a towel or other soft material. Place the unit in a box (original boxes are best) and pack out the box so the unit does not move around inside the box. DPD will not cover the costs of damage to units during delivery to us. We stress the importance of packing your unit properly as any additional costs as a result of damage in transit to us will be passed on to you.
All of our deliveries are insured for loss and damage with DPD up to £100.
All orders are delivered on a next working day delivery service.
Units shall be delivered to your agreed delivery address, provided to us at the time of your order. If this address changes we must be notified by 12.00 noon on the day of the delivery.
If there is no one at the delivery address when the DPD driver attempts to deliver your unit, a card will be posted with instructions on how you can get your unit. You can either arrange re-delivery or pick it up yourself from your local DPD depot.
If there is no one in to give your unit to the DPD driver on the day of your arranged collection, a £15.00 charge will be made for rearrangement of your collection.
If your unit is damaged on arrival we shall instruct DPD to pick your unit up free of charge and return it to us for repair. Damages must be reported to us within 24 hours of receipt in order to submit a claim with DPD
If your unit is unrepairable after being damaged in transit, we shall arrange a replacement unit for you at no cost to yourself.
If your unit is lost in transit we will put a claim in with DPD and aim to provide you with a replacement unit at the earliest time possible.
In order to make a claim with DPD you must have proof of purchase of your unit. This can be your receipt or other proof of purchase that shows what the item is, date purchased and the amount paid.
Claims with DPD can take up to 8 weeks to investigate. We aim to provide you with your unit, or a replacement unit at the earliest time possible.
If the box in which you have sent your unit to us is damaged or we deem it unsuitable for return delivery, we shall replace the box and packaging up to a good standard at no cost to you. Your damaged box will be destroyed.
Calls made to or by us may be recorded for training and monitoring purposes. We reserve the right to refer to recordings when it is deemed necessary.
Your name address and contact details will be held by us for administration reasons. We will not contact you for marketing purposes, nor pass your details on to 3rd parties excluding DPD for delivery, collection and claim purposes only.
We will record your unit details for security reasons. We shall record your serial number and model type, and the work we have carried out on the unit. We also assign your unit a warranty number and this also is kept on our computer systems.
CUSTOMER COMPLAINTS POLICY
Our priority is for you to be completely satisfied with the service you receive from us. We run a professional business, so we aim for the highest standards in everything we do. Complaints are rare, but we take them seriously, so we have a complaints policy and process we follow to make sure things are put right where needed and we learn from your feedback.
Tell someone you are not happy with the service you’ve received, either while you’re in the repair centre or as soon as possible after leaving. If your order has been placed with us online, please contact us via telephone as soon as possible from completion of the works to raise your concerns. Calmly and clearly explain the problem.
We will listen to your feedback and ask questions as necessary to understand why you are making a complaint. We aim to resolve all complaints within eight weeks. If you have already left the repair centre or have been posted your device/s back and are in receipt of them, don’t go to another repair centre as we have the right to see exactly what the repair you received from us looks like. We will arrange a suitable time for you to come back into our repair centre or to courier the device/s back and discuss your complaint in private.
Where we think your complaint is reasonable, we will redo a part or all of the repair again as soon as possible, free of charge. The work will be done by a different repair technician or the repair centre Manager if you prefer. If we believe we are at fault and cannot fix the problem, we may offer a partial or full refund depending on how reasonable we consider your complaint to be.
Please note – We would ask you to refer to the Terms & Conditions on our website prior to making a formal complaint for further information on our services.
If you are unable to reach us via phone, or do not wish to speak with someone in our customer service team and would prefer to email or write to us, please contact us via the addresses below:
Unit 37 The Raylor Centre,
We will aim to respond to all complaints within 5 working days, this enables us to review your customer journey with us and speak to all relevant parties to ensure we can provide an informed response.
ALTERNATIVE DISPUTE RESOLUTION
If, after following our complaints policy, we still can’t agree on how to resolve the complaint to your satisfaction, as required by the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we will refer you to a certified alternative dispute resolution provider.
As mediators, they listen to both sides and help us work towards a fair and reasonable compromise which is acceptable to both parties.
It is not legally binding unless both parties agree on an outcome, but it is a cheaper and quicker alternative than taking legal action.
Please note there will be charges involved to take your complaint to mediation and charges will be provided as required.