Terms of Service

Response times
Appointments
Spares policy
Warranty
Training
Corporate identity and confidentiality
Control
Indemnity and insurance
Exceptions
Customer relations
Claimback
Refund Policy
Disposal of customer’s property

1. Response Times

a) Field service
We make every effort to attend calls received before 5pm by the next working day but in any event within 2 working days, providing customer access is available.

b) Non-technical service
Non-technical service e.g. Adjustments, etc. will be charged at the standard rate.

2. Appointments

We will agree a mutually agreeable time slot to visit your home or office. Our customer services will call you a day before the appointment to advise on a time slot. Consumonics will make every effort to meet customer requests where this is convenient. Any agreed Callout fee must be paid upon our technician’s callout visit at your premises.

Our field operatives will call their clients before coming over to give a more precise time of arrival. This visit will generally be a one-man pick up/delivery service. For large/heavy appliances, the driver will require assistance sometimes (especially if it the set is wall-mounted). The set will be bubble-wrapped and any blemishes/marks will be noted on the job sheet plus photographs will be taken. All drivers will carry a trolley to transport the appliance to the van once its wrapped.

For very large and heavy appliances, please note the drivers are only permitted to carry out ground floor (doorstep) collection/deliveries. Due to the nature of our insurance, we operate a door-to-door delivery service which means items are delivered to the threshold of your property. Our staff will take reasonable care when collecting/delivering the products, once inside the property we will accept no liability for any damage caused if the driver is requested to take the item from or to a room of choice. For collection/deliveries to apartments where communal stairs need to be negotiated in order to access the property, the drivers will assist where possible subject to unencumbered access. Consumonics are a pro-active company and will always endeavour to assist where possible. Where access is restricting the collection/delivery, drivers reserve the right to refuse assistance on safety grounds. In the event of a customer being unable/unwilling to assist, the item will be not collected/returned to us and you will be contacted in due course by a member of our dispatch team.

We cover a huge postcode area and strive to deliver within the hours of 8am and 6pm. However from time to time, it is necessary to work outside of these times and we appreciate your understanding in advance.

3. Spares policy

We have a stock holding policy for spare parts and components. Where spares have to be ordered, we shall order them on the same day as the estimate is approved, but in any event no later than the day following. Customers will be advised of any delay due to spares order placement. An effective order progress system is maintained by us.

An effective “work in progress” system is maintained in our service centre and clients will be informed of any repair in progress with an excessive delay.

All parts used in our repairs are genuine and OEM spares. In case of component level repairs, all spares will be at least equal to the original manufacturer’s specification or British standards institute specification, whichever is relevant.

Where a manufacturer’s warranty is applicable, Consumonics do not charge for any component unless the manufacturer refuses a free issue, free exchange or claimback value.

We provide no warranty on used parts. We may install used parts if they are supplied by the customer, but the repair will carry no warranty whatsoever and any resulting labour will need to be paid before that part is installed.

4. Warranty

Repairs of all products are under guarantee against the recurrence of the same fault for a period of 5 months (this includes parts and labour). A similar fault in the same section of the product during this period will carry a parts charge only. Unrelated repairs will be charged for in full. Our repairs are covered under the Supply of Goods and Services Act 1982, the Sale of Goods Act 1979 and the Sales and Supply of Goods to Consumers Regulations Act 2002.

5. Training

We undertake to ensure that fully trained and competent staff are used in all operational areas, and skills audits are undertaken by our quality department at regular intervals.

Consumonics manages training in conjunction with manufacturers for all new products in order to develop further technical skills for the benefit of its clients.

We may also record our phone calls for training and quality purposes.

6. Corporate identity and confidentiality

Field service engineers when attending calls will carry formal identification and will always quote the client company on whose behalf they are acting.

Consumonics undertake to use their best endeavours at all times to ensure that their staff keep strictly confidential any information given or gained on behalf of any client. We may also record our phone calls time to time for quality and monitoring purposes. Please check our Privacy Policy.

7. Control

Consumonics ensures adequate protection of products whilst repairs are being carried out.
All administration, invoices and statistics relating to any client will be controlled by our accounts department to whom any query or request for information should be directed.

8. Indemnity and insurance

Consumonics guarantees to indemnify the client and customer against any claims or costs arising out of faulty workmanship on the part of any of their employees.

9. Exceptions

The following items will not normally be covered under the Consumonics guarantee:

Spares no longer available
Liquid spillage of any kind
Wilful or malicious damage
Accidents (other than whilst in the company’s possession)
Acts of god (lightning, flood, etc.)
Intermittences (where a fault has not manifested itself whilst under test and has to be re-worked at a later date)

In addition, where any of the above causes the product to be beyond economical repair, the product will be returned to the point of origin accompanied by a written report showing full details, supported by all available documentation which may have been supplied by the manufacturer or supplier.

10. Customer relations

Consumonics will ensure that any complaints from customers and clients are dealt with quickly and effectively. It is expected that all complaints will be cleared by effective communication between our customer care team and the local client management. However, our senior management team would be pleased to help you with any enquiries or difficulties arising.

Please submit any feedback or complaints by email to enquiries@repairtv.co.uk using your job number as reference.

11. Claimback

Where agreed with the client, Consumonics will operate manufacturers’ spares and labour claimback facilities on behalf of the client.

To make an enquiry, please call us on 0208 337 8000 or email us at enquiries@repairtv.co.uk

For our Refund Policy, please click here.

12. Refund Policy

We (Consumonics Ltd) provide no refund for our call out charges or initial inspections fees. Further we do not provide a refund for any incremental labour costs unless there has been faulty workmanship on the part of any of our employees. Where costs are incurred for parts, refunds will only be accepted within the first 7 days of the repair and the part has developed a fault.

Also please note that if the part is no longer being manufactured for your set, then we will give you an option to install any used or refurbished part, but it excludes any warranty being provided (We DO NOT give warranty on used/refurbished parts). In any circumstance, if any spare is no longer available at all, then we can return the set to you or send it for safe disposal, BUT no refunds to the callout fee will be applicable as that is our service cost to the customer.

13. Disposal of customer’s TV/DVD sets

In a case where any customer does not respond to us or confirm on when or how to proceed with the repair on their TV or DVD set within 30 days of us giving them an update on the repair of their unit, then Consumonics ltd. reserves the right to recycle/dispose the customer’s property without any further notice or reminder. The customer must notify before the end of the period of thirty days if they require more time. Any storage period beyond the 30 days will be subjected to storage and administration charges.