All escalations for repairs will be sent to KAT in our repairs department.
We will only arrange collection of a unit for repairs if it is still within the warranty period (12 months).
Before arranging collection of the unit the agent will advise the client to do a troubleshoot with the technical department first as the problem could be diagnosed and resolved in one friendly call.
HP technical: 0860 00 1030 (notebooks) / 0860104771 (printers)
Samsung technical: 0860 726 786
Should the technical team not be able to assist customer telephonically the e the agent must follow the below procedure and arrange collection.
However if we are collecting a Notebook/ laptop we require that the client send us pictures of the notebook to show that there is no physical damage to the unit before we can arrange the collection.
The agent must request the below details from the client when arranging the collection.
- Detailed fault description
- Date and time of collection
- Address to collect from
- Contact person
- Contact details
The agent must advise the customer to:
- Ensure the product that is being collected is securely packaged in a box to prevent any damages while on route to us, as we will not be held liable for any physical damage to the unit.
The agent must advise the customer of the Turn Around Times (TAT’s) for repairs:
- Repairs can take between 10- 14 working days depending on the extent of the damage/ problem
Once the unit is sent to the suppliers for assessment, KAT from our repairs team will receive feedback from the suppliers based on the process going forward and he will keep the client up to date with the progress of the repair or replacement.
This will have every 2nd day.
VM, Samsung and Lenovo: Within 7 working days we will replace. After 7 working days we will repair.
HPshop : Within 30 working days we will replace. After 30 working days we will repair