FAQ
General FAQs
What is a Manufacturers Authorised Service Centre?
Why use a Manufacturers Authorised Service Centre?
What do I need to verify my product is under warranty?
What do I need to verify my product is under an Extended Warranty?
Why do I need a copy of my Proof of Purchase?
What is covered under the terms of my warranty?
Do I have to pay for an engineer to call to my home if the product is under warranty?
What warranty do I get on a repair?
What warranty do I get on an installation?
What is a Manufacturer Authorised Service Centre?
This is an Independent Service Company appointed and trained by a manufacturer to provide After Sales Service for its customers in a given geographical area. Some who specialise in particular products are appointed to provide national coverage for it, such as digital cameras. Back to top.
Why use a Manufacturer Authorised Service Centre?
They are appointed directly by the manufacturer and therefore receive all of the relevant training and technical information to enable them to both Install and Service your product to the highest level. They also have the full support of the manufacturer should they ever run into trouble. As they have a direct account with the manufacturer this also means they can purchase original spare parts which is not only safer but also cheaper than buying from a third party and paying their additional mark up. Back to top.
What do I need to verify my product is under warranty?
You must be able to produce some form of Proof Of Purchase, ideally a copy of your original purchase receipt which clearly shows the date of purchase. Back to top.
What do I need to verify my product is under an Extended Warranty?
You need your Extended Warranty Policy Document. This will have your policy number on along with the procedure to follow to obtain a repair. You will normally be required to contact the policy underwriter to get an authorisation number before booking a repair. The document should also include the Terms and Conditions of the policy with regard to what is and isn't covered. Back to top.
Why do I need a copy of my Proof of Purchase?
This is required by most manufacturers to confirm your product is still within the warranty period. Without this most manufacturers will not authorise payment for the repair. Back to top.
What is covered under the terms of my warranty?
You will need to check with your particular manufacturer or in your documents provided with your product but in general the manufacturers warranty only covers technical faults i.e. component failure. It does not generally cover wear and tear, physical/accidental damage or cosmetic parts replacement. For most product types it is also a 'carry in' or back to base repair' warranty which means you are required to take the product to your nearest Authorised Service Centre for repair. If this is the case it is worth talking to your Authorised Service Centre as most will collect for a small fee. The general exception to this is large screen TV where the manufacturer does generally cover the cost for an engineer to call to your home. Back to top.
Do I have to pay for an engineer to call to my home if the product is under warranty?
See 'What is covered under the terms of my warranty?' Back to top.
What warranty do I get on a repair?
A 3 month warranty is given on all repairs covering any re-occurance of that particular fault. Should an unrelated fault occur within that period this will not be covered. Back to top.
What warranty do I get on an installation?
All Installations come with a 3 month warranty. This covers the ‘labour’ aspect of the installation should any issues occur such as loosening of fixings etc. In such a case please contact the installation company directly, who will call out and rectify the problem. Any problem occurring with the ‘structure’ of any wall a bracket is fitted to will not be covered under the installation warranty unless it has occurred directly as a result of work carried out by the installer.Problems occurring with any item supplied by the Installer, such as a bracket, cabling etc. will be covered under the product’s own warranty. For further details please see the information provided with the product or contact your Installer directly. Back to top.
In the unlikely event you are not satisfied with the service provided by your Authorised Service Centre you should firstly discuss this with them directly. Our members pride themselves on their customer service and would want the opportunity to rectify any issue that may arise. Should you feel your issue has not been rectified fully or dealt with fairly you may contact us for an independant opinion. Although we can advise on what we consider to be a reasonable resolution we have no legal right to impose this nor can we take any legal responsibilty. Back to top.
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