Repair Terms and Conditions
In these terms and conditions “we“, “us" and “our" refer toEZ Computers Ltd
By using services provided by us you are entering into a contract with us. The terms below set out our obligations to you and what you are agreeing to.
We offer a free diagnostic service to all our residential customers on condition that we repair your item prior to returning it to you. If you decide to not go ahead with the repair, a nominal charge of £20.00 will be applied. If your item is beyond economical repair we are happy to recycle your item in lieu of our nominal diagnostics fee.
Please note we are not able to provide certification of safe data disposal.
No Fix No Fee
Our “No Fix No Fee" service is applicable if we are unable to diagnose the cause of the issues you may be having with your device or the device is deemed to be unfixable. When we are able to diagnose the cause but you decide not to proceed with the repair, our labour fee will still apply.
While we do not intentionally delete any data, we do not accept responsibility for the safety of your data under any circumstances. Ensure you have backed up any documents, photos, music, videos, etc. before sending your item to us.
We can offer a backup service for all systems before we carry out any work. Please include a data backup request when contacting us for a repair quote. All backups are restored to the original item unless external storage such as a USB Hard Drive or USB Flash Drive of sufficient capacity is purchased. A data backup may not be available if the original source is corrupt, damaged or otherwise non-viable.
Data recovery is a labour intensive process which may take longer to perform than a standard repair. Data recovery cannot be guaranteed in all situations. For example, if the source device is corrupted or otherwise faulty, data recovery may not be feasible.
Due to the nature of data recovery, the labour charge remains applicable even if no data is recovered.
Some repair jobs may require a wipe and re-install of the Operating System (Windows or OSX). A re-install will require a genuine license for the version to be installed. This will be a bare install with all necessary drivers and updates applied. You will need to re-install any other programs previously available on your system. We will contact you before going ahead and to offer a backup of your data.
We attempt to minimise disruption to your item as much as possible but we cannot be held responsible for any unforeseen issues that may arise from any of our services.
We cannot be held responsible or liable to any service performed for you including but not limited to:
- Any data loss, data corruption, loss of images, documents or other information.
- Any financial loss, or loss and interruption to business or contracts.
- Any failure by you to follow our reasonable recommendations or instructions.
- Any losses or issues you may suffer due to your use of (or failure to use) any anti-virus software.
- Any loss that is not reasonably foreseeable.
Please note that if your item is covered by a manufacturer’s warranty our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services on any manufacturers warranty.
Our Warranty Terms
One Year Warranty
Unless otherwise stated, we offer a one year Return to Base warranty on new hardware. If in the unlikely event the original problem re-occurs or any fault relating to the service provided, we will try again to fix the problem at no extra charge. If we are unable fix the problem, we will refund your payment in full for the services performed. This excludes faults caused by the failure of other components after the repair has taken place, or by faults caused due to incorrect use of software or downloaded material, virus and malware infections. Faults arising from accidental damage or incorrect usage of the item are also exempt from our warranty.
Please note you are responsible for the cost of returning your item to us. We can arrange our own courier at the standard rates if required.
Although we offer a warranty for almost all repairs, there are some exceptions where our standard warranty does not apply. We will indicate to you at the time of repair / collection of repair which items have a limited or exempt warranty. This includes but not limited to the following items:
- GPU / BGA / CPU Reflows – One Month Warranty
- Liquid Damage – No Warranty
- Laptop DC Socket – 90 Day Warranty
- Any unsupported software (e.g. Windows XP) – No Warranty
For all warranty issues please us or contact us via the Warranty Request form first to authorise a return under warranty. We reserve the right to refuse delivery of any item without a valid service/returns number.
Repair / Service Cancellations
We will always request your authorisation if any component purchase is necessary to complete the repair of your item. If at any time you decide to cancel the repair after this authorisation, you will be liable to make payment for any components ordered and a calculation of the cost of labour to the maximum of the agreed quoted labour charge. We will not release any item to you until we have received payment in full.
Courier Delivery Service
Sending Item to EZ Computers
We always recommend using a tracked and insured service when sending your device to Us. We cannot be held responsible for any loss or damage while the item is in transit to us. Please do not send any item to Us until we have confirmed the Repair Request and provided a Repair Tracking ID.
Any item sent to use without a valid Repair ID will be refused.
All Repair IDs are valid for 14 days. Any item not received within those 14 days will need a new Repair ID.
Returning Item to Customer
We will always aim to deliver your item on the day confirmed with you. Our courier service is provided by DPD or a similar national courier and we cannot be held responsible for delayed or missed delivery attempts. Please check your receipt or email to ensure your details provided are correct at the time of booking.
There will be charge of £10.00 for all missed or refused collections. If the courier attempts to deliver outside the pre-arranged date, then they should leave a calling card for you to reschedule the delivery. In this case only there will be no additional delivery charge.
Any item which remains unpaid for over 6 months will be recycled or disposed of if no prior arrangement has been made. It is important that you check your details on your receipt / email at the time of booking to ensure that we have your correct contact details. We will not be held responsible for any inaccuracies in the details provided.
Repair and Diagnostic Times
Although we aim to have your item repaired / diagnosed as quickly as possible, the service can sometimes take longer than anticipated. We normally aim to diagnose and repair within 3-4 business days but sometimes the repair can take longer. All repair time-scales excluded delivery times to and from us. We often have to order components in to complete a repair. Delivery for these components may add to the scheduled repair times. We will not be held responsible for any repairs that exceed our estimated completion time. We will make every effort to inform you if we expect a delay in our service. If you would like a status update please contact us through our Contact Form, by telephone (01202 267267) or email.
We reserve the right to record or keep a detailed note of your conversations with our engineers for security and reference purposes.