Gold Service Upgrade
Product Code: GOLDUPGRADE
What's in the box?
This page goes through the most common questions regarding the 5 year extended warranty and on site swap out included with your Gold Service 6 package and outline our terms and conditions. These also cover the Gold 12 and 18 packages and extra 6 just the number of items covered would change. For details on the other parts of the service related to this package please read the description page.
If you have any further questions or something is not covered that you have a question on please get in touch with our sales team.
What is the 5 Year Extended Warranty?
Our warranty offers an extended period of peace of mind. You will be offered a like for like replacement within this 5 year period or a credit to use against another proudct based on the current market value of the item (or similar) that is faulty.
What does the 5 year extended warranty cover?
Only those faults deemed caused by the manufacturer are covered under this 5 year extended warranty. We may request pictures and videos of the product during our analysis of the fault. Faults or damage caused by accident negligence or usage not in accordance with manufacturers guidelines will not be covered.
If we reasonably suspect the fault is not a manufacturing fault we reserve the right to request an item be returned for further analysis. In these situations an advance replacement can be offered for critical items such as a recorder or bridges however the cost would be met by the customer and refunded if the fault is verified to be a manufacturing fault. Postage would also be refunded if the fault is verified as a manufacturing issue.
If an item is returned to us following an onsite swap out and we can identify it is not a manufacturing fault the customer will be liable to pay for the replacement item(s) and postage of the new items.
What products are included?
Each item you purchase with an individual cost of £333.33 excluding VAT is covered under the extended warranty.
What about the items £400 or more?
With items that exceed the cover of £400 including VAT we will require the item to be returned to us for assessment. We will cover the repair of the item up to a cost of £400 inc. VAT or if the item is too expensive to repair you will receive a credit of £400 inc. VAT towards a new item.
How do we make a claim?
All faults and issues will need to be verified by one of our engineers by either email or telephone. You will be required to provide photo and sometimes video evidence of the issue. Our engineer may also need to log onto your system using remote software to identify the fault. In most situations returns can be avoided by simple fault rectification.
Please have your order number date of purchase and product name available when you contact us. If a return or exchange is required advice will be given as to the next step in the process to get your item exchanged or assessed. In the event we receive notification from our assessment team or the nominated repair agent that the fault occurrence is due to an issue outside the warranty remit we will contact you. If we have already exchanged the item you would be liable for the cost of the new item if the fault is not covered under warranty.
How long will a repair take?
If we are able to determine the item is faulty over the phone or by email we will simply provide you with an on-site swap out for a like for like age and specification item this may be brand new or used depending on the age and condition of the item that is faulty. If this is in stock this could be as fast as next day. If not it could take a few days depending on availability from our main warehouse or supplier.
If you wish to upgrade your system or item you will be credited the current market value of the faulty product towards a new item.
For repairs unfortunately we cannot offer a definite timescale for fault resolution. This is mainly because we do not have an in-house repair team. Any necessary repairs are carried out by either the product manufacturer or an accredited agent. As a general rule though most repairs will take between 5 and 8 weeks to complete. Temporary replacement items can be offered in special circumstances however the cost of this item must be met by the customer until it is returned to us.