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Terms & Conditions for Blackberry Repair Centre
- Quotation
The repair price quoted by our system is an estimate only, based on the information you have provided to our system on the website. It is possible that the price to repair the unit is higher than the estimated price (for example, if the information provided was inaccurate, or if your unit has other faults). On these occasions you will be contacted via email or phone to authorise a new repair quotation.
- Minimum Charge
All repairs carry a "minimum charge". This cost covers engineer’s time and any parts used to attempt to repair the unit. After inspection, the minimum charge will become due when:
- The unit is Beyond Economical Repair
(i.e. it would be cheaper to replace the unit than fix it)
- We provide a new repair quotation and you refuse this quotation
Note that return postage cost will be charged in addition to the minimum charge. At our discretion we may waive the minimum charge if you give us permission to use the damaged unit for spare parts.
- Fast Track
If you select the "Fast Track" option on the website, your repair will take priority over non Fast Track repairs sent in to us. Note that if the unit is BER or you refuse a requote, the Fast Track fee is due in addition to the minimum charge and the return postage cost.
The following Terms & Conditions apply to Fast Track repairs:
- A Fast Track repair will take priority over other non-Fast Track repairs in the queue. It does not mean we guarantee to complete the repair on the same day we receive it (although we do try our best). Sometimes specialist parts need to be obtained and this can delay the turnaround time. We will keep you advised of the situation via the online tracking system if any delays are expected
- Fast Track repairs will be dispatched on the same day they are repaired provided payment has been made. Payment must be received before 3pm (UK time) for same day dispatch
- All repairs including Fast Track are sent via next-working day delivery. The Fast Track repair cost does not include a Saturday delivery. Saturday deliveries can be arranged by calling into our office (additional costs apply)
- If we cannot repair a Fast Track unit within 5 days of receipt, the Fast Track fee will be waived
- We do not take responsibility to delays due to Royal Mail or any other courier. However if a delivery date has been missed we will investigate and resolve as a priority
- To speed up the process we may phone you to arrange immediate payment (once the repair is complete). If you prefer not to provide details on the phone, you will need to have access to your email (for the payment link) and access to the Internet to make payment. Payments must be received by 3pm (UK time) to be dispatched same day
- Return postage
Please note that postage covers UK mainland only. We can send repairs worldwide - but prices vary per country. Please contact us for a price before sending in a repair.
- Repair warranty
Our repairs carry a limited 3 month warranty, however if the unit was liquid damaged, the repair the warranty is reduced to 30 days. In the unlikely event your unit becomes faulty within the warranty period please send the unit back with a copy of the receipt or Ref No. and a covering letter stating current fault (we are not liable for your costs to return the unit to us). We will investigate and respond within 3 working days. If the problem is related to the initial repair, we will carry out a further repair free of charge and return at no cost. If the unit has further problems not related to original repair or parts not replaced in previous repair we will contact you and let you make a decision with regards to the cost. We will attempt a re-repair on your unit up to 2 times after the initial repair. If after this, the unit is still faulty we will issue a refund (minus the minimum charge, postage and any Fast Track fee). We will need to see the unit and make sure its faulty prior to issuing a refund.
To clarify: If you send a unit to us under the repair warranty, the cost of the postage to send the unit to us will be covered by you, however we will return the unit to you free of charge if a problem is found. If the problem is not related to the original fault or no fault is found, return postage charges will apply.
- Unpaid repairs
Units will be held for a maximum of 60 days after they are either repaired, deemed BER or requiring a requote. We will make reasonable attempts to contact you by phone and email a minimum of 3 times. If you have not made payment within 60 days, the unit will be auctioned to recover our costs.
- Liquid Damage Repairs
Liquid damage repairs can be very temperamental and are carried out on a “best endeavours” basis. On occasions the original fault can reappear after the unit has been repaired and sometimes the faults can even get worse after a period of time.
- Accessories and Miscellaneous items
Please do not send any accessories in with repairs unless we have specifically requested them (e.g. for a power problem we may request the charger or power supply). We cannot be held responsible for any loss or damage to accessories whilst in our possession (SIM cards, memory cards, chargers, boxes, cases, cables, mounts etc). On occasions we may ask for certain accessories to be sent in after our initial diagnosis for further testing as they may be related to the fault.
- Payments
Payments are requested by email once a repair has either been completed successfully or if the unit has been deemed BER or you refuse a requote. Cheque payments will be subject to a clearance delay of approximately 5 working days.
We accept Visa, Mastercard, Switch, Maestro, Solo, Visa Delta & PayPal via our online payment system.
- Mistakes in bills, receipts or payments
Whilst we endeavor to ensure accuracy in all that we do, occasionally mistakes do happen. We will correct any mistakes in bills, receipts or payments as soon as possible, and no later than 30 days of agreeing to do so.
- Complaints
We have many satisfied customers, and our complaint resolution system helps us to ensure that our customers are satisfied, even when things go wrong.
If you have a complaint, please contact us either by email or by letter. Upon receipt of your complaint, we will investigate to see what went wrong so that we can resolve it to your satisfaction, and to avoid reoccurrence in the future. We undertake to:
- Acknowledge complaints your complaints within 5 working days
- Advise you how long it will take to resolve the complaint
- keep you informed throughout the process
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