Updated as of 11/014/2023

Guarantee timescales & our 7 Day Fault Policy

 

All our repairs are covered under a fault guarantee. The minimum guarantee we provide for all services carried out is 28 days for all computer software-related repairs and 90 days for hardware-related repairs such as phones and tablets unless otherwise stated. The guarantee we provide is from the date of the repair carried out or service provided, not from the day the item is collected from our shop. We aim to repair most devices on the same day they are brought in to us, and we aim to contact customers as soon as gadgets have been fixed if they haven't been fixed on the spot. We have a strict "7 Day Fault Policy" which does NOT affect the Fault Guarantee on the parts that we have fitted to your device. The "7-Day Fault Policy" is specific to your device post-repair. Prior to and after any repair or service is carried out, a technician will inspect your device to the best of our ability. Should you have any concerns with your device after a service has been carried out, you have 7 Days to notify us.  Nothing in these terms and conditions affects your right to redress under the Consumer Rights Act 2015, for more information please contact Citizens Advice on 03454 040506.

 

What is exempt from my guarantee?

 

Battery Replacements and Charging port replacements. We provide a 12-month's guarantee on batteries and 6 months for charging port replacements for all Apple, non-Apple, laptop, and tablet repairs. This is because PC Revamp can't guarantee the lifespan of a battery as this differs from customer usage. As well as battery usage, each customer has their own way of handling chargers when putting the device on charge. Over usage or excessive usage can lead to physical damage to the port and not an actual fault on the port itself. With the market currently stocking a high number of aftermarket charging cables, we also can't guarantee that the aftermarket chargers being used will be beneficial to either your battery or charging port. However, some discretion will be considered should a battery or charging port become faulty after the warranty period has expired. This is in addition to your statutory rights and does not affect your right to redress under the Consumer Rights Act 2015.

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What will VOID my Guarantee?

 

• Physical Neglect - This includes dropping your gadget, cracks, or LCD bleeds. We aim to source and only provide OEM quality parts or Service Pack Parts on all of our repairs meaning we only use the best parts available to 3rd party suppliers without going directly to the manufacturer. We have to stress to all of our customers that should you drop your gadget and crack your screen or physically damage the screen, this will void your warranty, and under no circumstances will PC Revamp cover these costs. If a fault is reported surrounding the repair to your gadget, it's the customer's responsibility to return their device to PC Revamp in a timely manner. If however physical or accidental damage occurs from the date a fault was reported to the date booked in for a repair, this will again void your guarantee as we can't return damaged goods back to our supplier (despite faults being present or reported).

 

• Dents and knocks - We see a lot of gadgets come through the doors in all different conditions. From a simple cracked screen, to a badly dented chassis from knocks and drops. We can't provide a guarantee on gadgets that have "excessive" dents surrounding the screen (this applies to screen repairs only). Most screens on gadgets sit within a metal or plastic frame. Should a dent cause a screen to lift away or cause any kind of fault that's been influenced by a dent, PC Revamp cannot be held liable for this. This will be advised on the day of your repair or service by a member of staff.

 

• ​Timescale from reporting a fault - We have a strict but reasonable timescale for when a fault is reported to us, to when it's handed back to us for repair. Should ANY problem arise from a repair we have carried out we need to know as soon as possible so we can book this in for repair. Most warranty/guarantee repairs are booked in as a priority repair as we understand the importance of the service we provide. This is why we need to know as soon as possible when or should anything start to go wrong with the repair. In all instances where a fault is detected or noticed with a repair or service carried out, we ask customers to return their goods as soon as practically possible. Ideally, we would prefer this was done within 7 working days of the said fault being noticed. Should further damage such as cracks or bleeding LCD occur because it was left too long to return, this will void your guarantee. However, some discretion will be considered upon returning your items for more than 7 working days have passed due to circumstances. If we have carried out a health check or virus removal on your Laptop/PC, we again advise goods are returned to us as soon as practically possible (ideally within 7 working days) of noticing a defect as again, we need to be sure this is a doing on our part and not something that's occurred from misuse or something out of our control after a repair or service is carried out.

 

• Water Damage - Before and /or after the repair should your gadget be water damaged this will void any guarantee you have on the repair. We will always inform you of any water damage to your gadgets prior to any repair should this be present on the day we carry out a repair/service to your device. Should your device be repaired successfully despite being water damaged, we cannot guarantee your device will continue to function normally as intended after water damage has occurred. Simply because when water sits inside, it can develop rust around soldering points and connections which may lead to the device not functioning properly. However, some discretion will be considered depending on the fault surrounding the guarantee repair. If we detect water has affected the charging port (for example), we wouldn't void your warranty on a screen repair as the two repairs are totally separate from one another. Water Damage on the main logic board of a device is the main cause for a device to malfunction which needs to be considered before and after a repair is carried out. You may still have a right to redress under the Consumer Rights Act 2015.

 

• Tampering – If you or anyone else including 3rd party repair companies attempt to repair this device after PC Revamp, this will void your guarantee. Your guarantee with PC Revamp is covered on the grounds that we were the last party to open and fix your gadget. If a fault is reported to PC Revamp and your gadget is still within its guarantee period, the company will always ensure any issues are resolved in-house. If you choose to take your device to another company to be fixed, this will void your guarantee with PC Revamp. We stamp and date all of our parts with our warranty stickers to ensure fraud is prevented. Any tampering with these stickers will void your warranty with PC Revamp. We ensure all screws and parts are placed back into your device as they came out, if any screws are missing from the repair we did, this will void your guarantee. If screws are missing prior to any repair, we will notify and we’ll make notes on our booking system to prevent disputes should a repair be carried out under the guarantee.

 

 

Is my guarantee extended?

 

No - The guarantee starts from the day your device is fixed and is covered for the term of the guarantee period agreed. Should a 2nd repair be carried out, this will not come with an extended guarantee. Your guarantee still remains the term agreed upon the day it was originally fixed. Under rare circumstances, should your repair fail within 30 days or less than the expiry date of your warranty, PC Revamp will extend your warranty by 3 months. This does not affect your right to redress under the Consumer Rights Act 2015.

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Water Sealed devices

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 If you're having a repair carried out by PC Revamp and your device is deemed waterproof or water-resistant, we urge customers to be aware that your device may not 100% be watertight after a repair. While we aim to leave all seals intact and not disturbed, we can't guarantee this will remain sealed after the device has been opened. We'll aim to replace any seal where possible. Please note that devices classed as watertight or water-resistant by the manufacturers still aren't covered under warranty should your device become water damage. Please check the manufacturer's terms and conditions surrounding waterproofing for a better understanding.

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Booking Deposits

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 If you're booking a repair or service via our website, we kindly ask for a £10 booking deposit.

1) This secures your booking slot for the day and time specified

2) If parts need to be ordered into stock should we not have them in-store, this deposit amount covers our postage fees and in the event you cancel the booking after parts have been ordered, our return postage fees have been covered

3) Should you cancel your booking on the day of the appointment, the deposit is non-refundable. Reserving a booking slot is time we have set aside for yourself. If this time slot is canceled or not fulfilled, we aim to claw some of this time back via means of your deposit.

4) Paying a deposit eliminates non-genuine or wasted online booking slots.

5) Call-Out Deposits - This is taken in advance before your call-out booking date. We do this to cover fuel costs. In the unforeseen event that no one is present at the address provided on the day of your callout - our fuel costs have been covered via the deposit paid in advance.

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Charges and Fees for Online Bookings

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1) If we order parts into stock that aren't needed (due to customer error).

2) A booking slot has been allocated, and is then not needed (due to customer error).

3) If we have to return stock to suppliers where postage costs apply (due to customer error)

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Example: A 30 minute booking slot has been made online for an Google Pixel 8 Pro Rear Camera Lens. We place an order with a supplier for this part. On the day of your booking, you turn up for the repair and it turns out to be a Camera Lens screen Protector that needed removing.

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You may be charged for postage costs, and for the allocated booking slot which is no longer needed. PC Revamp won't be liable for return postage costs if errors have been made by customers.

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Financing your repairs and Services with Klarna

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We offer our customers the chance to split payments evenly over a 3 month period on services and repairs. PC Revamp has teamed up with Klarna to offer this service. While Klarna offers a "Buy Now, Pay Later, No Fees" service - PC Revamp will charge a 5% service charge and admin fee for anyone wanting to take advantage of this service. PC Revamp does not and will not profit from this Service or Admin Charge when adding this to your final bill.

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Your Klarna Finance deal with PC Revamp is a legally binding agreement between all 3 parties involved which includes the consumer/client, PC Revamp and Klarna. Failing to keep up with your Klarna Payments will affect your credit score should you fail to pay on time. Your finance agreement is with Klarna, not PC Revamp when you checkout. Should you have any disputes or concerns with the level of service provided by PC Revamp, these need to be addressed with PC Revamp. Finance concerns need to be addressed via Klarna.

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Non Collected Goods

 

When goods are dropped off at PC Revamp but cannot be repaired on the spot they will be held until collected. Customers will be communicated as soon as goods have been repaired, this being by text, call, email or social media. Timescales vary for collection depending on the individual needs of each customer. After 3 months of non-collected goods, we'll claim possession of goods to claw back expenses for repairs carried out. This will include the time it has taken to carry out the repair, the costs spent on the parts provided, the administration duties taken for our company to communicate with the customer plus the time spent holding your device on our premises. PC Revamp will advise via any communications possible to advise that goods need to be collected at least 3 times before we announce that we'll recycle the device to compensate for costs. PC Revamp will contact you via any means you provided at the time of drop off to ensure goods are collected. It is the customer's responsibility to collect devices and where monies are owed, it is your responsibility to make sure these amounts are paid. (no data stored on devices will ever be released and this will be disposed of before any action is taken to prevent a breach of data protection).

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• The Torts (Interference with Goods) Act 1977 provisions apply any time after the goods are ready for collection, subject to any terms imposed at the time the goods were left with you for repair.
  
  If you are in possession of a customer's goods and he/she is under an obligation to collect them (e.g. because you have repaired the goods for the customer), you are entitled to sell the goods if they remain uncollected and are not otherwise the subject of a dispute. Before doing so, you must satisfy two conditions:
  
  1. You must first send the owner of the goods written notice of:

• their obligation to collect the goods;

• details of the goods to be collected;

• your name and address;

• details of any sum of money owing in respect of the goods at the time the notice is sent (e.g. repair charges, storage costs).
  
  This notice may be delivered directly to the owner, left at his proper address, in writing to the owner, or posted to it. The 'proper address' means:

• in the case of a limited or public limited company, the registered office or principal office;

• in any other case, the last known address of the owner.
  
  2. If the notice does not result in the collection of the goods, you must send the owner, by recorded delivery post or registered letter:

• the same information as in the notice above, plus

• notice of your intention to sell the goods if they remain uncollected, and the date of the intended sale.

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• In the event that no postal address has been provided; you must be able to demonstrate adequate and reasonable grounds that all available means of communication with the owner have been explored.
  The period between the issue of the second notice and the date of intended sale must be reasonably sufficient for the owner to reclaim the goods. If any money is owed to you, this period must be at least three months.
  
  If the owner still does not collect the goods by the date stated in your second notice, you can sell them. You must give the proceeds of the sale to the owner of the goods, but you are entitled to keep any money owed to you, including the cost of the sale (e.g. advertising), any administration duties, downtime & Labor costs with the deduction of any costs occurred from services provided (if parts have been purchased and used).
  
  If the owner of the goods is not at the proper address, you can still go ahead with the sale after you have taken reasonable, unsuccessful, steps to trace him/her.

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Privacy, Confidentiality and your data

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While your device is in for repair, your data, privacy, and content is strictly never compromised. We take customer confidentiality very seriously and under no circumstances will we attempt to violate these terms. There are circumstances, where we need access to your device which may require your password, passcode, or pattern if this applies to fully diagnose or test your device prior to and after a repair, is carried out. This applies to Phones, Tablets, and Computers. We advise all customers and clients to carry out the necessary measures prior to using our services, if you feel that important data could be compromised or if you don't authorize access to your device. This involves data backup, setting up a temporary account for our staff to access, removing passwords, or encrypting your files.

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If staff at PC Revamp can't access your device to carry out the necessary checks this may put us in a position where the repair or service hasn't been completed to the standards we have in place. This involves not being able to test or diagnose certain parts of your device, or for us not to complete the repair/service at all. In some rare occasions, we may reject a repair or service if we're not able to carry out the checks needed for the specific task at hand.

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All staff at PC Revamp are trained and act in a professional and respectful manner that doesn't violate or compromise your confidentiality and we do ask that the above measures are acknowledged in advance before booking a service or repair with us.

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Please note that our company is registered on the ICO Data Protection Register which falls in line with the data protection law.

 

What if I don't agree with the terms and conditions?

 

While we'll always do our best to provide and cover repairs under guarantee, this is the discretion of the company. We feel providing up to 90 days guarantee will assure you, as the customer that we're confident as a company that we provide quality parts and a good service. We want you to use PC Revamp as your place to go for your IT and Gadget repairs, and we understand that problems can under rare circumstances arise - we want to help and we'll always do our best to ensure the outcome of any guarantee goes in favor of the customer.

 

Again, we'll be consistent with our guarantee however some discretion will be considered if we feel necessary.
 

Complaints

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We always endeavor to provide the best service and products for our customers. However, on rare occasions, we recognize there may be times when our customers may not be completely satisfied. To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction. As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

By either calling, writing or emailing us we aim to respond within 24hrs of receiving your complaint and where possible, will provide you with a date to remedy any issues raised. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. All complaints can be addressed to our email address complaints@pc-revamp.com

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Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted traders, we use "Dispute Resolution Ombudsman" for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? Trusted Traders in the first instance on 0117 456 6031.
Dispute Ombudsman
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted traders we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact them on 0117 456 6031 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/

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