~Steve-o~
24-07-2009, 09:13 AM
CUSTOMER SERVICES
In no particular order
1) "Something's gone wrong with my item! Can you help?" Of course we can! You can get us on this forum, via phone on 02392 322 500 or on our Livechat via the homepage. We can also be contacted by email using CONTACT US or click the following link: http://www.novatech.co.uk/contact.html.
2) "Will you repair my non-Novatech laptop/PC?" As of May/June 2010, Novatech offer to look at any PC or laptop (excluding Apple products) manufacturered by any company. Results and fixes will change from make to make but we will inspect the machine and if possible, advise on any replacement parts that will get it working again.
3) "Do you expect me to keep my packaging for the entire warranty period?" We don't expect anyone to keep their packaging forever. It is highly advised to retain it for at least the first 28 days and open it carefully (unless it’s a sealed pack). For large boxes, if you can fold them down and keep any polystyrene blocks you might save yourself future issues if you ever need to return the item. Sometimes we can find replacement packaging this will be subject to availability and a small charge. The 2-year Care Pack does not cover packaging so we recommend keeping it for the duration of that extended warranty period.
4) "Why do you want me to contact the manufacturer when it was you that sold it to me?" The reason we ask you to contact the manufacturer is actually in your best interest. It is often faster and you'll have access to the people that actually made the device. We're always on hand if you need us, but this is the best place to start.
5) "What should I do if I receive a delivery and the packaging looks damaged?" Insist you open the box while the delivery driver waits. If the contents look damaged, refuse them, log the damage with the driver and contact us immediately.
6) "My delivery is due today but it's 1 o'clock and it hasn’t arrived. Should I call?" No. If you are expecting the delivery on the day, it can be any time up to 5pm. For certain timed deliveries like pre-12's we'd recommend contacting us ASAP. Saturday deliveries can unfortunately only be investigated on the following Monday and would advise you call us as soon as we open on the phones at 9. Saturday deliveries however are expected to arrive before 1.
7) “It says on the website that orders placed before 6 are guaranteed to arrive next day (if that delivery option was chosen) but mine wasn’t despatched until the day after. Why?” We’ll try to get all orders invoiced before 6pm out for delivery the next working day but sometimes the smallest mistake such as a mistyped number on your card or perhaps a missing house name might delay it. We’ll address this ASAP but these issues might stop your order turning up as expected. By all means call us if you feel you have not received your item when you should have.
8) “I didn’t find my answer here and now I’m sad... is it the end for me?” Never! We’re bound to have found your answer on the forum somewhere. Check the unique threads or use the SEARCH feature.
In no particular order
1) "Something's gone wrong with my item! Can you help?" Of course we can! You can get us on this forum, via phone on 02392 322 500 or on our Livechat via the homepage. We can also be contacted by email using CONTACT US or click the following link: http://www.novatech.co.uk/contact.html.
2) "Will you repair my non-Novatech laptop/PC?" As of May/June 2010, Novatech offer to look at any PC or laptop (excluding Apple products) manufacturered by any company. Results and fixes will change from make to make but we will inspect the machine and if possible, advise on any replacement parts that will get it working again.
3) "Do you expect me to keep my packaging for the entire warranty period?" We don't expect anyone to keep their packaging forever. It is highly advised to retain it for at least the first 28 days and open it carefully (unless it’s a sealed pack). For large boxes, if you can fold them down and keep any polystyrene blocks you might save yourself future issues if you ever need to return the item. Sometimes we can find replacement packaging this will be subject to availability and a small charge. The 2-year Care Pack does not cover packaging so we recommend keeping it for the duration of that extended warranty period.
4) "Why do you want me to contact the manufacturer when it was you that sold it to me?" The reason we ask you to contact the manufacturer is actually in your best interest. It is often faster and you'll have access to the people that actually made the device. We're always on hand if you need us, but this is the best place to start.
5) "What should I do if I receive a delivery and the packaging looks damaged?" Insist you open the box while the delivery driver waits. If the contents look damaged, refuse them, log the damage with the driver and contact us immediately.
6) "My delivery is due today but it's 1 o'clock and it hasn’t arrived. Should I call?" No. If you are expecting the delivery on the day, it can be any time up to 5pm. For certain timed deliveries like pre-12's we'd recommend contacting us ASAP. Saturday deliveries can unfortunately only be investigated on the following Monday and would advise you call us as soon as we open on the phones at 9. Saturday deliveries however are expected to arrive before 1.
7) “It says on the website that orders placed before 6 are guaranteed to arrive next day (if that delivery option was chosen) but mine wasn’t despatched until the day after. Why?” We’ll try to get all orders invoiced before 6pm out for delivery the next working day but sometimes the smallest mistake such as a mistyped number on your card or perhaps a missing house name might delay it. We’ll address this ASAP but these issues might stop your order turning up as expected. By all means call us if you feel you have not received your item when you should have.
8) “I didn’t find my answer here and now I’m sad... is it the end for me?” Never! We’re bound to have found your answer on the forum somewhere. Check the unique threads or use the SEARCH feature.