Customer Terms and Conditions
THESE ARE THE TERMS AND CONDITIONS THAT APPLY TO ALL SERVICES SUPPLIED TO THE CUSTOMER BY MULTITEK SOLUTIONS. IT IS IMPORTANT THAT YOU READ THESE TERMS AND CONDITIONS BECAUSE THEY INCLUDE EXCLUSIONS AND DISCLAIMERS IN RESPECT OF LIABILITY AND LOSS ARISING FROM THE SERVICES SUPPLIED BY MULTITEK SOLUTIONS. 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.
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. 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 device has been repaired and sometimes the faults can even get worse after a period of time. We are not responsible for any further faults which occur after the repair process is carried out. Servicing of your game console (Loud Fan Overheating) is not a repair and therefore has no warranty, this service is to clean inside your console and replace the old thermal compound only. We do not guarantee this service will improve your game consoles performance.
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 all courier costs associated with returns are to be met by the customer. Courier costs at this time are £13.95. 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 minus courier costs. 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 any courier costs we have paid. 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 HDMI ports 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
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 2 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. HDD replacement repair will require removal of your old faulty HDD that we will safely despose of, If you would like your old HDD unit returned please state when completing the website booking form or within 7 days of return delivery. Our No Fix No Fee policy is only valid if your console has not been previously opened and the manufacturer warranty seals are intact or under exceptional circumstances where parts and labour have to be used, you will be contacted first before we proceed. If another fault has occurred you will be notified of any extra charges required. Repair time is usually between 3-5 working days and usually 2 hours if dropped off locally. This can be extended at times during unusually high workload or availability of spare parts. Please be aware that during the course of repair it is possible that the symptoms become worse whilst investigating the fault. Multitek Solutions do not take responsibility for additional faults which occur during investigation. 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. If you select the "Free Inspection" and the problem is identified by our engineers and the cost is given to you for the repair. Should you decide not to proceed with the repair or the console unit has previously been opened, then it's only fair for us to charge for the time spent on your equipment up to that point. This is a set fee of £20.00.
Courier (DPD) Delivery from you to us - 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 DPD collections have a standard basic cover of £50 If you require extra insurance please contact us before you complete your booking. Under no circumstances must you hand over your parcel to the DPD courier without the parcel labels attached.
Return delivery back to customer - 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 £13.95 charge will be made for rearrangement of your collection. 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. If your unit is lost in transit we will put a claim in with DPD 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. 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. Any damages must be reported within 24 hrs of receipt.
All claims must be logged within 14 days of the date of dispatch and a formal claim must be made within 28 days. If you have not received a claim form, please contact Customer Services on 0121 275 0500. They will issue a registered claim form and a reference number, specific to the consignment affected.
Data and Records we will keep
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 system.