Our "Back to Base" Warranty

Our "Back to Base" warranty means that if either the device you bought from us or you brought the device into us for repair has or is having the same or similar issue(s) that it had when in for a repair or has developed them then it would be covered, if the device you previously brought in for repair develops or has different issue(s) than it had previously then that is deemed to be a separate issue it will not be covered unless previously agreed upon. For warranties to be upheld customer MUST keep there purchase or repair receipts to confirm the date of purchase or repair and the details surrounding the device.

In order to begin the warranty repair, replacement or refund process the customer must first bring in or post/mail in (where applicable) your devices to the workshop so we can deal with any issues their device(s) have, our procedure for any issues encountered with valid warranties are as follows:

• Step 1 - We will attempt to repair any and all issues in relation to and covered by the warranty, we may need a little time to complete these repairs depending on the current work schedule and if parts are in stock or are required to be specifically ordered in but a degree of priority would be given to your device to ensure a quick but quality repair. If this is not possible then we would look to implement step 2.

• Step 2 - If a suitable repair can NOT be completed and the device qualifies, we will replace the device with another device (the same or similar to the original purchase as is possible). If this is not possible and an alternative device cant be offered or agreed upon then and only then would go to step 3.

• Step 3 - We would offer either a Partial or Full refund if the previous steps couldn't be completed. This is subject to the item/device being in or as close to the original condition as is possible that it was sold to you in (taking into account any defect it may have developed would not be a reason to discount refund).

All consoles are tested before being sold or handed back to customers as best as possible but as with all previously owned and refurbished items as well as brand new ones there are variables that could aid in the issues and problems that can arise along with user error and as such, any issues found must be reported back to us A.S.A.P. (if you find an issue and don't report it to us within the warranty period, we reserve the right to deny any possible repair, replacement, refund or apply a partial charge for the parts or labour required to rectify the issue(s) this decision is at our discretion.

We will always aim to try to get your device(s) back in to repair it as soon as we are available and open to do so. 

Control pad/Controller repairs and sales.

Almost all of the devices we repair and sell have a 90 day warranty but the exception to this but not limited to are (Controllers/Control pads are excluded) and only have a 30 day "Back to Base" warranty. This is due to the fact that controllers/control pads are subject to a great deal of user error and if this is deemed to be the case you may be charged for the repair or replacement either partially or in full. Once the device has been assessed by one of our team you would be notified of the outcome of this decision and informed of the possible options moving forward.

When a device has been brought in and repair cost has been agreed upon and given the go ahead by the customer, whether it has been deemed as FIXED, A NO FIX (financially uneconomical to repair and a replacement device advised) or UNFIXABLE, we would update the customer of this and ask if they would like to collect or for us to dispose of the device and if there is any repair fees/costs due. If the device is not collected and any outstanding repair/repair attempt fee has not been paid and there has been limited or no response from the customer, then a time limit of 60 days would be applicable starting from the date of the last communication. Failure to do so would be dealt with as follows:

Customers that have not paid for repairs and who have been contacted and informed of their device(s) status after 60 days, may have there devices auctioned off, sold or even donated to charity. This would be at our discretion and would be to cover the parts, labour or repair value cost and time spent storing the device(s). Customers that have paid for the service or repair but yet to collect it would have 60 days (from date of payment) to have it collected or again their device(s) may be auctioned off, sold or donated to charity. If a customer doesn't respond to attempts to call, missed calls, messages or any other means of communication and do not get in touch within 60 days of handing in devices or the last communication update then the device(s) may be auctioned off, sold to raise the capital for the repair or donated to charity (this is at our discretion). 

I'm sure customers can appreciate that as a small business, cash flow is paramount to placing parts, stock, equipment orders as well as materials and other consumable items used to complete our day to day tasks and holding onto such items and devices for extended periods of time is neither in the remit or framework of the business and repeated attempts to contact customers through multiple methods is both costly and time consuming. This takes time away from doing our jobs and disrupts other repairs and schedules and is why we try our best to avoid these types of situations where possible. 

We appreciate your understanding and would be open to any feedback you have to help improve our service. 

Thank you and we hope to be of service.