Mail-In Repair

Mail-in Repair Instructions

To proceed, please follow the simple 2 Step Process:

STEP 1

To get your repair logged onto our system:-

Fill out the form here:

https://www.complexsystems.co.uk/mail-in-repair/mail-in-form/

and

Include in the box the following information:

First Name:
Last Name:
Mobile Number:
Email Address:
Full Postal Address Including Postcode:
Details regarding the issue you are having:
If you fill out the form – you only need to include the ticket number that you receive by email and SMS (but including a note as above is recommended).

 

STEP 2

Getting Your Device to Us:-

Please call us to arrange and pay for your chosen shipping service and diagnostic charge as detailed below.

 

Shipping Services:

DROP OFF IN PERSON

If you live locally or just want to bring your device to us in person you can! No need for an appointment (to speed up the process please complete step one though). Simply visit us during our opening hours (available on our website Contact Us page).

There is a loading bay directly outside our shop but this is under the jurisdiction of the parking wardens so leave boot up and hazard lights on. Or there is 1 hour free parking opposite if a space is free. Or there are a number of pay and display car parks near by.

 

YOU SEND DIRECT – RETURN SHIPPING FREE*

You send via your own method. Please ensure you package your device well to avoid damage. If the box you sent the device in is not adequate in our opinion to protect the device from possible damage during shipping, we will replace the box for an additional £5. Return shipping is FREE when a paid for repair service is undertaken. Where a repair is declined, return shipping costs £11.95.


POD BOX – PACKAGING, COLLECT AND RETURN SHIPPING

If you do not have a box or packaging and want us to take care of sending you a box taking care of shipping both ways, please email or contact us and we can send an appropriate box, packaging materials and prepaid shipping labels to you for £30.

 

In some cases a Diagnostic charge of £35 will apply and if you authorise the repair this is deducted from the total repair cost.

Mail-in Repair FAQs

I live far away and need you to fix something for me: how does this work?

Fill out the form, include your full name in the box, then send in your Device to: CSD, 6 Barton Street, Tewkesbury, Gloucestershire, GL20 5PP. We will provide you with an estimate after we’ve received it. Once we receive your device we email you a ticket number.

Before mailing something, please Fill out the form.

Sometimes we receive devices with no note in the box, from people who have not filled out the form. We don’t know who sent them, or what they want fixed. Please click and Fill out the form and include a small note in the box with your name on it. This way, we can match up the machine we receive to your online intake form and swiftly process your repair. If sending a device for  a software fix/service we will also need your password/passcode/pin.

Why Can’t you figure out what’s wrong for free?

Some Mac repair companies claim to offer a free diagnostic but in the case of those we have researched, we found their terms and conditions state that if you do not agree to carry out the repair after the repair quote has been given, you will have to pay the hourly rate for the diagnostic so it’s not really free at all unless you pay for the repair. One way or another, you have to pay. That’s effectively the same way we charge, it’s just that we prefer to be straight and say it like it is.

OK, but even so, why won’t we offer free diagnosis? The reason is because to be 100% sure that the diagnosis of an unknown fault is correct, you have to replace the suspect part which means doing much of the work involved in the repair up front which costs us in time, test equipment costs and parts. If we offered a true, free diagnosis then we could not afford to work this way and like some other repair companies, would have to make a best guess without opening the machine up and confirming the fault, and that’s a false economy which we don’t believe is in our customer’s best interests.

It’s also important to note that the diagnostic fee is deducted from your total repair cost if you decide to proceed. So in effect, you only pay a diagnostic fee is you choose NOT to proceed with the repair.

 

If you have tried to repair it yourself and failed in a manner that will make our tech’s life harder, please let us know what work has been carried out we will still be able to help you, but it will speed up the process if you are upfront.

How much does a repair cost?

You can click around the site for some typical pricing but please note the price of the repair will be provided once a diagnostic has been completed. The prices may differ due to part price fluctuations so the pricing on the site is for guidance only. If you have a specific issue not addressed here, feel free to call us, or drop us an email. Knowing the model number and year of your machine is helpful to give you a price. If you can, provide the serial number. It is normally found on the base.

What Does a Diagnostic Involve?

Our diagnostic is an in depth assessment of your device covering all main areas of your device for correct functioning using a variety of test and diagnostic hardware and software as well as of course an experienced tech. For a full breakdown of our standard checklist of items tested during a diagnostic click HERE

How may I pay?

Mail-in repairs can be paid via most major debit/credit card (excluding AMEX) or you can pay via Paypal.

Are there issues you won’t service?

There are some devices we do not service due to lack of parts, age, & other reasons. Do feel free to call, email, or chat us to ensure that your issue is serviceable before sending it in.

We do not service boards with prior work. 

We do not work on boards that have been already worked on. If sending in a board that has had prior work, please contact us first to see if an exception can be made in your case. We MAY still be able to help.

We do not accept board-only repairs.

We only work on devices when the full machine is sent – we do not work on board only repairs where the logic board is sent by itself.

We do not work on iMacs over the mail.

We have told several people over the phone that they should not send us iMacs because of potential for shipping damage. Unfortunately, they send us iMacs anyway, and they wind up damaged in shipping. To be clear, we take no responsibility for shipping damage on iMacs since our site says that we will not work on them if mailed to us. Please do not mail us iMacs: bring them in person or find someplace local.

How much is return shipping?

Return shipping costs £11.95 per item. If the box you sent the device in is not adequate in our opinion to protect the device from possible damage during shipping, we will replace the box for an additional £5.

If you do not have a box or packaging and want us to take care of collecting and returning the device from you, please email or contact us and we can send an appropriate box, packaging materials and prepaid shipping labels to you for £30.

Where do I send my device to?

We accept mail-ins at our store location, but only after you’ve Filled out the form. The address is as follows.

CSD

6 Barton Street

Tewkesbury

Gloucestershire

GL20 5PP

How long does a repair take?

This really depends on what you’re having done. Most repairs are completed within 2-5 working days of receipt of the device. Motherboard repair can take longer depending on the severity of the issue.

For your particular situation, feel free to email or call us to inquire about the turnaround time for your particular device.

Is there anything else I need to know?

Yes: before you send a repair, don’t forget to Fill out the form. 😉