Frequently Asked Questions
Your new device is an expensive piece of electronic equipment and you should take great care with it.
- Don’t leave equipment unattended, even for a short time.
- Where possible, lock it away when not in use. Ask your school if they provide a secure place to keep it.
- Keep any liquids well away from the device.
- If your device is left in a car, keep it somewhere out of sight, preferably in the boot.
- Always transport your device in a protective bag/sleeve.
- If insurance has been taken out, this will not cover negligence, abuse or malicious damage.
My device was faulty when I removed it from the box or became faulty shortly afterwards. What do I do next?
If your device has a fault as soon as it arrives – this is generally defined as within 14 days or purchase – in most circumstances it can be replaced. Please contact us on firstname.lastname@example.org ASAP with details of the fault, and when it was discovered. We will then assist with resolving the issue.
Please note, if the device is intended to be a gift and will not be used as soon as it arrives, we recommend trying the device out for a short period when purchased, as the 14 day DOA (dead on arrival) period starts when the device is purchased, not when it is first used.
My device is under warranty and has a fault. How to I organise the repair?
Most devices come with a one year manufacturer’s return-to-base warranty (this means the device is returned to the manufacturer for repair). This covers manufacturing defects not caused by the user (ie it does not cover things like user damage). In most cases, you will pay to freight the device back to the manufacturer for repair, and they will pay the return freight. However we recommend requesting a pre-paid courier ticket be sent to you first, as occasionally the manufacturer is willing to do so and this will save you the courier cost.
Before sending a device back for repair, please ensure any data is backed up as the manufacturer may reset/wipe your device during the repair process.
Who to Contact
If you need to make a claim on your device’s original warranty, please contact the corresponding manufacturer from the list below. Please have your contact details, date of purchase, and serial number handy:
- Acer 0800 223 769
- Asus (Tech Central) 0800 278 778
- HP 0800 449 553
- Lenovo 0800 449 553
- Samsung 0800 726 786
- Apple 0800 127 753
Extended Warranty Claims
If an extended warranty option has been taken out, please refer to the ‘Platinum Protection Extended Warranty‘ document that was provided at purchase for further details.
Extended warranty claims can then be made by contacting the provider Vero on 0800 809 700 or via email on email@example.com
If an insurance policy has been taken out, please fill in a copy of the Crown Insurance claim form and send to firstname.lastname@example.org. If your device has been stolen, it must be reported to the police and a copy of the Police Acknowledgement Form included with your claim.