Fixed price repair terms and conditions

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Fixed price repairs exclude major physical damage and major electrical damage such as lightning strikes. To qualify for a fixed price repair, products must have been working properly originally, must have been purchased through an authorised distributor, and must not have been subject to unauthorised repairs. Bankrupt stock is not covered by this service. Products which do not meet these requirements may be accepted for repair on the basis that the standard fee is paid in advance but additional charges may be made. The unit will not be returned until such fees have been paid.

For UK customers, you pay for carriage to us and we pay for the unit to be returned to you. For customers outside the UK we will charge for return carriage. Make sure that it is adequately packed to protect it from damage in transit. We will not accept responsibility for damage during transit to us.

Most repairs can be completed within two weeks but, because of the variation in components, and design changes over the years, repairs may take up to six weeks to be completed, in rare cases even longer.

Repair at fixed price

Fixed price repairs exclude major physical damage and major electrical damage such as lightning strikes. To qualify for a fixed price repair, products must have been working properly originally, must have been purchased through an authorised distributor, and must not have been subject to unauthorised repairs. Bankrupt stock is not covered by this service. Products which do not meet these requirements may be accepted for repair on the basis that the standard fee is paid in advance but additional charges may be made. The unit will not be returned until such fees have been paid.

Packing

Units should be adequately packed for carriage to us and return to you, preferably in their original packing. If we consider units to be inadequately packed we will ask you to either pay for new packing or confirm that you will accept responsibility for damage to the units during their carriage back to you. Goods will not be returned until you have either paid for new packaging or accepted responsibility in writing for damage during return transit.

We will supply a transit box if required. There is a deposit and a small charge for this.

Damage in transit

The customer will be responsible for transit damage to and from us in cases where the customer has used their own packing.

Start of work

If you do not have a credit account with us, repair work will not be started until we have received payment in full. If you change your mind and no longer want the unit repaired see 'Cancellation' below. We may make a charge for storage of units returned to us but for which payment is not received.

Upgrades

We do not normally upgrade software or components when we repair a product because this can then lead to incompatibilities with the users existing equipment. In the case of MusicBoxes with hard drive failure we may need to install a newer version of software from that originally fitted, we do not accept responsibility for any incompatibility that that might cause.

Refurbishment

Repaired products are not reconditioned or refurbished, we simply fix anything that we find wrong with it at the time it is sent to us. There is no way to tell if any other components may be due to fail in the future and there is no action that we can take to prevent this. See 'warranty' below.

Media

Although we will make every effort to retain the media on MusicBoxes sent for repair we cannot guarantee to do this and no responsibility is accepted for lost media. The full repair price will charged even if all the media is lost.

Unable to repair

If a unit is found to have major mechanical or electrical damage and is considered unrepairable it we will return the unit unrepaired together with 2/3 of the repair fee.

If we are unable to repair a unit for any other reason it will be returned unrepaired and the fee refunded.

No fault found

In some cases it may be that we cannot find any fault in a unit sent back to us for repair. In such cases we will ask the sender what they would like us to do. We can send the unit immediately back to the sender for a fee of £50 for MusicBox, RoomBox, CVX or £25 for wall pads to cover our time in testing and return postage. In that case we offer no guarantee that the unit will work when you receive it, only that it worked when we had it.

Alternatively, if requested, we can try to investigate the problem and, if one is found, fix it. In that case, whatever we do, the unit will be returned with the standard repair warranty shown below and the full repair fee will be charged.

Components used

In some cases we may not be able to obtain new replacement components and we may therefore have to use recycled or recovered components. These will still be covered by the warranty described below.

Warranty

Repaired or replaced components are warranted for six months from the date of the repair. A repair does not turn an old product into a new one. This repair warranty only covers the items that we have replaced, it does not apply to other components in the same unit which fail within the warranty period. Our normal repair conditions apply to the new repair.

Cancellation

If you decide that you wish to cancel the repair and have the unit returned in an unrepaired state you must tell us in writing or by email, clearly stating that you wish us to stop repair work and return the unit to you in an unrepaired state. We will then charge for any work carried out up to the time of the cancellation. In some cases this charge could be greater than the fixed charge and the unit will not be returned until any extra charges are paid. If the charge is less than the fixed fee, the excess will be refunded. A minimum of £50 will be charged for storage and return carriage.

Goods will not be returned until the cancellation fee has been paid. If the fee is not paid the goods will be disposed of or used for spares after a period of 60 days from their receipt

Special requirements

Please let us know at the start if you have any special requirements, such as retaining media or replacing parts that are working, and we will do our best to help where possible. The standard repair fee is payable and we will give you a quotation for the additional costs before any extra work is started. Special requirements may delay your repair.