FAQ

Delivery Information.

 

 

 

 

What delivery agents to use?

We use a combination of: Royal Mail, Citylink, DHL and ANC, depending on the item and location.

 

What are your shipping costs?

Shipping costs are automatically calculated by the weight of the items in your basket.

 

What shipping options do you offer?

Standard delivery: Royal Mail or standard parcels and courier 2 to 5 day.

Next day: Is only available on certain products. Please check your item information.

 

What shipping insurance do you offer?

You are able to choose through a number shipping insurance options at the checkout. (Enhanced insurance is unavailable for collect and return repair services. Insured for loss only).

 

I received more than one parcel. Do you not combine orders?

We warehouse some items at a different location; items are shipped directly from their location.

 

What do I do when I receive my parcel?

Sign for items and marked delivery note as unchecked unless you are able to check the parcel contents for damage.

 

What do I do if the box/packaging is damaged?

Check the content of the damage and/or mark the delivery note with “box/packaging is damaged contents unchecked".

 

My parcel is damaged, the contents are broken. What do I do?

Contact us immediately, do not use the item and keep all packaging as the delivery agent will need to inspect.

 

 

 

 

Warranty and returns.

 

 

 

 

Are your items covered by a warranty?

All items are covered by one year’s warranty, unless stated otherwise in the item description.

 

My item is faulty, and it's still within the warranty period?

Contact us and we will arrange RMA (returns material authorisation) returns number and/or warranty support for your item.

 

What do I do with my RMA number?

Keep a note of it, use it in all correspondence with us and write it on the outside of the box when returning an item to us.

 

I have returned an item to you without an RMA number on the box?

Items missing an RMA number can be subject to delays for up to 60 days. Item may go to the wrong location and/or the wrong department.

 

I damaged my item, can I return under warranty?

No, warranty does not cover wear and tear or damage. Consult our services section, as we may be able to repair your item.

 

My item is faulty, and the warranty has expired?

Consult our services section, as we may be able to repair your item.

 

Do you comply with distance selling guidelines?

Yes. We follow government guidelines on distance selling. Full details available here.

 

I've received my item and decided I no longer want it?

In Compliance with DSR. We can offer refunds for unwanted items within seven days from receipt (high value items maybe subject to restocking fee). Items must be un-used and returned to us in its original, undamaged packaging. Please view our return policy.

 

I no longer want my item but I have used it?

We can offer partial refunds for used, unwanted items within seven days of receipt. Contact us for details.

 

What warranty do you offer on your repair services?

All repairs on used equipment that is carried out by us, either on site or in workshop facilities, are covered by a 30 day warranty specific to the repair carried out. Any parts fitted are covered under the standard manufacturer’s warranty. (Charges may be incurred by you or the manufacturer/supplier of the defective part for extraction/replacement or repair of the said part).

 

 

 

 

Payments.

 

 

 

 

Do except credit and debit cards?

Yes. Our payment services provider is currently PayPal for payments in GBP. For payments in Euros, our payment provider is Moneybookers.

 

Who are Moneybookers?

Moneybookers are a UK based payment service provider, much like PayPal. Find more information here.

 

Do you accept payments in USD?

We can accept payments in USD through PayPal, at an additional charge. Contact us for details.

 

Can I pay with cash?

We suggest a postal order for this purpose. However, if you must, please only send notes together with your printed order form and send by registered post only. (We cannot be held responsible for any loss of payment whatsoever).

 

I want to order, can I pay by cheque?

Yes. Use the "order form” facility at the checkout. Then send us a copy, together with your cheque (our addresses on the order form).

 

Do you accept payment by bank transfer (BACS)?

Yes. Use the print order form facility at the checkout. Instruct your bank to make payment to us, (our account number and sort code are on the order form) use the cart checkout number for the reference with your bank. Please ensure that you have the reference number correct. So we can match your payment with your order!

 

What is the cart reference number?

It is a long number that looks like this....071XX8-1XXXX5-61XX near the top your order form.

 

I've paid by BACS/cheque how long till I receive my order?

Payment by BACS/cheque has to be cleared before your item is dispatched. Please allow five working days from receipt of your payment before the dispatch of your order.

 

What if the item I ordered goes out of stock, whilst I'm waiting for payment to clear?

However unlikely, if this should happen, we will either; refund your payment, offer you an alternative or advise you of the time frame for restocking of the item you ordered.

 

Do you offer credit facilities?

No.

 

Do you offer discounts?

Our product prices are very competitive, for single orders we are unable to discount. For large orders of £1000 or more, we may be able to arrange discount. Subject to the items purchased. Contact us for details.

 

 

 

 

Information Security.

 

 

 

 

Is my information secure?

Yes. Security of your information is very important to us, read our privacy policy.

 

Do you keep my credit card details on file?

No. All transactions take place on PayPal or Moneybookers secure servers.

 

Does PayPal keep my credit card details on file?

If you have a PayPal account, they do keep your credit card details, to enable you to make safe secure payments over the Internet without having to enter your credit card details. If you do not have a PayPal account, they do not keep your details.

 

Do you sell customer information to third parties?

NO. If you are from such an agency, don't even bother asking.

 

I don't have a PayPal account, do I need one?

No, PayPal gives you the option to pay by credit or debit card if you have no account on the payment page.

 

 

 

 

Refurbished/A-Grade Items.

 

 

 

 

Why buy Refurbished?

The benefit to buyers: Lower cost and equal performance of brand new product.

 

What is "Refurbished"?

In general terms, refurbished could also be referred to as remarketed, equivalent to new, or remanufactured. They are products that have been returned to manufacturer for a variety of reasons and then put through a rigorous re-manufacturing process to bring them back to "same as new" condition and performance.

 

Where do refurbished products come from?

Products can originate from a variety of sources, including:

Customer returns and cancelled orders – Fully-functional products that leave the warehouse and therefore can no longer be sold as new.

Package damaged during shipment. Demonstration and trial equipment – Products have been provided to customers for demonstration purposes.

Factory or reseller overstocks – Items that are returned by the seller to make room for newer product lines.

Factory loaner equipment – Products that have been used for purposes such as trade shows, customer events, or solution centres and have been returned to manufacturer. Trade-in programs – Products customers have returned in order to upgrade to new technology. These products are not old, out-of-date machines. The only difference (besides their lower cost) is that these products have, for one reason or another, left warehouses and can no longer be sold as new.

 

Is Refurbished common in IT market?

Yes, it is common. Many large firms such as HP, Dell, Compaq, and Toshiba have Refurbished products.

 

Does the Refurbished product have warranty?

Yes, items can have DOA (Dead-On-Arrival), 30 days, 60 days, 90 days, 6 months or 12 months warranty. Check the item description for details.

If Dead-On-Arrival or defective within 30 days from the day of purchase return to base and we will arrange replacement. (Contact us for RMA number before returning).

 

 

 

 

General questions.

 

 

 

 

What are your opening times?

Lines are open 7 a.m. to 9 p.m. Monday to Friday. 9:30 a.m. to 4:30 p.m. Saturdays. 11 a.m. to 4 p m.

 

How can I contact you?

For the best response from the right department, please use the form on the contact us page.

Alternatively, you can call us on 08450 346 456.

 

I've got problem on my computer and it’s out of hours, what can I do?

Leave a voicemail with your contact details. Our phone system automatically forwards your message to the engineer that is on-call.

 

How much does it cost to call you?

Calls are charged at local rate (0.3ppm at peak times. 0.1ppm off peak) from BT landlines. Mobiles and other networks may vary.

 

What is your VAT number?

We are not currently registered for VAT.

 

What is your address?

Our registered address is:

The Computer Engineers

Briarswood Road

Poole

Dorset

BH16 5JW

 

We use various workshops here and around the country, your computer is shipped directly to the repairing engineer.

 

I want to ask a question about product or service you supply?

Use our contact form.

 

How long will it take view to get back to me?

During working hours (Monday to Friday), we aim to respond to all enquiries within 2 hours.

 

 

 

 

Any further questions please contact us