FAQS

FAQS – How to start your repair and other FAQs

The Repair Process

So you device is faulty? Simply select an option below.
Drop the device off to us – No appointment necessary (see contact us page for opening hours).

Select your make of device and model number if applicable and add the relevant repair service to the shopping cart. Check out and pay. Print the order off or write the order number on a sheet of paper and include with your device and send the device to us. Please ensure your device is well packaged so it does not get damaged during transit. (for low cost methods via our network of collect+ outlets please scroll down)

Arrange a local collection – if you live in the GL20 postcode we can arrange a low cost collection and return for your repair.

Arrange a collection – we can collect your device using our insured courier service, and return the device back to you safe and sound when completed.

We have your device, what happens now?
Your device is booked onto our system and entered into the repair queue. You will receive email and SMS updates as your device progresses through our repair system. You can also track the repair, print invoices and pay invoices and perform a variety of tasks online in your account.

How long will the assessment/diagnostic take?
Your device is being assessed by a qualified and experienced technician.
We aim to provide your assessment within 2 working days after receiving your device.
As we need to recreate the fault before the repair can take place, in the case of intermittent faults this can sometimes take longer.

The fault has been found now what?
If you have selected the Diagnostic Service – You will be given a no obligation quotation for the repair of your device. If you do not wish to go ahead with the repair, your device will be assembled back together and made ready for collection or shipping back to you.

If you have selected a repair service other than our Diagnostic Service, we will proceed with the repair. If your device requires a non-stock part we will order this part from our suppliers.
Normally, most parts arrive within 1-3 working days.


Part Arrival
As soon as the part arrives it will be allocated to your repair and fitted.
Once the part has been fitted the device will be reassessed to ensure the fault has been resolved.
We will contact you to let you know that your device is ready for collection or to be shipped.

Any Issues?
You will receive an email inviting you to leave a review. Please try to do this as it shows other potential customers how well we are doing.
You will receive a follow up email to check you are satisfied with your repair 2 weeks after the return of your device and a further email 3 months after your repair.
If you have any issues with your repair please contact us straight away.

 

Sending your Device to us?
Simply follow these 2 simple steps to get your device repaired:

Step1:
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Select your make of device and model number if applicable and add the relevant repair service to the shopping cart. Check out and pay. Print the order off or write the order number on a sheet of paper and include with your device and ensure your device is well packaged so it does not get damaged during transit.

Step2:
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For your convenience we now use CollectPlus for you to send your device to us. With thousands of parcel stores across the UK, and prices from £4.99, CollectPlus is a convenient and easy to use parcel delivery and returns service.

Click here to create your return Click here to send your device to us using Collectplus

Please print your label, attach it securely to your parcel and drop it off at any shop offering CollectPlus services:

You can send your parcel from your nearest drop off point: Click here to find your nearest drop off point. Remember they are open from early ’til late, 7 days a week.

Once we have received your device we will notify you by SMS/Email and you will be able to track your device through our system.

Once your device has been repaired we will return the device to you by courier to your chosen address or back to your CollectPlus drop off point – ready for you to collect.

If you require help with returning your device, we are always happy to assist. Please call 0330 088 1964 or email repairs@complexsystems.co.uk

The CollectPlus Store Network Comprises over 5800 stores so there is certain to one very near you:
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FAQs:

 

Q: How long will the repair take?
A: From when we receive your device, repairs typically take 2-4 working days. We normally try to turn all repairs around two days after they are received. Where your device requires parts it depends on if the parts are in stock or need to be ordered.

Q: Is there any warranty on the repair?
A: Yes, unlike most competitors whom offer only a 30 day to 90 days warranty, we provide a full 12 month warranty on all repairs (excluding software repairs). If your device fails with the same fault and it is a failure of the repair or the components replaced we will pay for the shipping to and from and any repairs or replacement of components that were replaced by us.

Q: Can I send or drop my device off to you without using CollectPlus?
A: Yes, if you use your own postal/courier method – just follow Step1. Please ensure you package the device well to avoid damage in transit.

Q: Do you provide a priority or express service?
A: Yes, we do. We provide a 24 hour turnaround upon receiving your device. You may want to contact us for our express same day collection by courier (only available from your home or work address) to ensure we receive your device the next working day after collecting your device. If we fail to ship your device back to you within the 24 hour period as specified – your express premium will be refunded and you will only have paid the standard repair charge. Please ensure you notify us that you would like the Express Service as it may not be able to add it later.

Q: Can I track my device repair status?
A: Yes. You can track your repair on our website and you will provided with updates everytime your repair is updated by us automatically by email. SMS notifications are also sent at key stages of the repair.