Terms and Conditions of Service

Repair Under Manufacturer or Extended Warranty

If requesting a repair under warranty, please ensure that your product is eligible before sending/collecting. If it was both sourced and purchased within the European economic area and, usually, within twelve months, it will be covered under normal guarantee terms. If purchased outside of the European economic area then a repair will be chargeable.

Please remember to include a copy of your original purchase receipt. Do not send the original. If appropriate, please also include a copy of your extended warranty certificate. These will be retained for a period of 6 months following repair completion, after which, they will be responsibly shredded and recycled.

If the required repair to your product is covered under the terms of the warranty, a repair will normally be completed within our target turnaround of 2 engineering days outside of spares availability.

If, on a warranty covered product, there is no fault apparent, your product will be returned to you or you will be notified to collect your product.

If the problem is found to be one that is not covered under the terms of the warranty, or if the unit is found to be one that does not qualify for repairs under the warranty, an estimate will be raised and provided to you by telephone or e-mail.

Once a warranty repair has been completed, we will confirm to you either by telephone or e-mail. At this point, arrangements can be made for you to collect the unit or, alternatively, we can return it to you depending on the contracted service agreed.

Repair Out of Warranty or Insurance Claim

You will be charged an initial inspection fee, and collection fee if applicable, as per our current schedule of charges which will be redeemable against the final cost of repair.

Once an estimate is accepted a repair will normally be completed within our target turnaround of 2 engineering days outside of spares availability.

Following issue of an estimate, if we receive no return communication, we will contact you a second time, in writing, 30 days later. If we again receive no response, we will write to you a further 30 days later. If there is no response to this final communication within 30 days from the letter date, we will issue a 14 day disposal notice after which the equipment will be disposed of with no further advice.

If the estimate is refused, you will have one of two options;

you can elect to collect (have returned) the equipment or,
you can authorise Videotechs to arrange disposal

The inspection (and collection) fee will not be refunded.

VideoTechs Collecting Your Equipment

Videotechs operates secure vehicles with trained personnel. Protective packaging is carried within the vehicles to ensure that no damage occurs to your equipment. All equipment is insured against accidental damage and theft.

Delivering Equipment to VideoTechs

To avoid damage occurring during transportation, please ensure that your product is securely packaged. We recommend that you cover the equipment in protective material, then pack in a sturdy box with suitable packing material to avoid movement within the box, to a suitable thickness all around. Secure fast with adhesive tape.

If sending your product, please ensure that you use a suitably secure, insured and traceable means of transportation. Videotechs make no guarantee to open and inspect any equipment delivered in to us within a set period of time.

Please do not send accessories with individual items of equipment, unless specifically requested to do so.

Loan Equipment

Where loan equipment is provided the equipment is borrowed at the equipment users risk. The borrower should ensure that any loan equipment is covered for insurance purposes. In the event of damage to loan equipment Videotechs will charge for the cost of replacement of the same or the next best available same or similar product at current market price.

Original Specification

Your product upon repair will be returned to original factory specification. This may include (but is not limited to) return to region code 2 on DVD product, addition of latest manufacturer recommended software and hardware upgrades.

We do not guarantee being able to restore any bespoke settings, configuration or functionality.

Repair Tracking

Please call our customer services number for a progress report on your repair or alternatively email us. You will also be able to track your repair on-line via our website and using your unique repair number.

Manufacturer Warranty Information

Please refer directly to the original warranty documentation supplied with your equipment or you can normally find manufacturer warranty information on the appropriate website.

Data Protection

Your personal details will only be used for the purposes of contacting you regarding your repair, including any required financial transactions. This would either be by Videotechs or in the form of feedback survey from the manufacturer of your equipment. Your details will not be passed to any other organisation without your permission. The exception to this is if we are required to submit a report either to the Police or other regulatory body for legal reasons.

We will responsibly destroy and recycle any documents containing customer contact or credit card details.

The repair to your equipment may result in the loss of personal footage. Videotechs disclaim all liability for the loss of such data and any other consequential loss or damage.

Escalation Procedure

If you experience any difficulties with your service request please call, email or write in for attention of the Manager at Videotechs and you will be contacted as soon as possible to address any difficulties that you are experiencing.

If the Manager is unable to assist with your query then please contact the Director as the final point of escalation.

Complaints procedure

In the unlikely event of a dispute occurring under this contract please contact The Director at Videotechs.