Tel+44(0)208 819 6310 Fax+44(0)208 819 6311 |
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| Q. Where are you based?... | |
| A. Our main workshop is based in Parkroyal London. Unit 1, 30 Gorst Road, London NW10 6LE. Back to top. |
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| Q. What times are you open?... | |
| A. We're open 9am until 6pm Monday to Friday. At the weekend by appointment only. Back to top. |
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| Q. Why can't I buy accesories online from you?... | |
| A. YOU CAN! Have a look on our other site, www.cimplespares.com However, that said it only costs an additional £15 in carriage, to get your unit to us. You then have the peace of mind that qualified engineers will fit it. ALL accessories are fitted 'Labour free' if purchased from us. Options purchased elsewhere will incur a fitting fee, the value of which will depend on the option being fitted. Then once ready you CAN pay On-Line to organise its' safe return. Back to top. |
| Q. Can anyone see my credit card details, when I use your OnLine payment system?... | |
| A. NO, not even we get to see them.
Briefly, the way it works is as follows: When you get to the stage where you press the "Proceed to Secure Payment" button, we route our "Payment details" page via a secure server, owned by a bank approved payment solution provider. They pass your details electronically to our bank. All we get from them, is Your Job number(s), ammount paid and when you did the transaction. It's as secure as it gets. To be honest it's more secure than giving your card details over the phone, some engineer in the depths of a telephone exchange is far more likely to be listening in, than a hacker trying to decode a secure server communication. Back to top. |
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| Q. What route does my gear take to get to you?... | |
| A. Using a taxi - it would be a door to door service. We only offer door to door for Local London addresses. Next Day deliveries go with UPS, because it is an Overnight service your gear takes the following route: 1. A Local driver collects from you and takes it to his local depot. 2. Overnight, a lorry then takes it to the destination depot. 3. The following day, a local driver by us, then delivers it to us. All in all 3 vehicles or more may be involved in getting it to us, HENCE why it NEEDS to be packaged well. Back to top. |
| Q. Which Couriers do you use?... | |
| A. For Next Working day (overnight) we use UPS.
For same day local, we use a reputable taxi Co. Back to top. |
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| Q. When does my item go in to your queue?... | |
| A. Might seem like a simple question, but not always. You'd like to think that as soon as an item arrives with us - that it goes in to the queue of things to be repaired. Well with non-warranty items, and warranty items that have a valid proof of purchase with them, that is the case. However when a warranty item turns up without a valid proof of purchase, or simply no proof of purchase at all, then the item in question can NOT go it to our queue of jobs to be looked at, until the proof of purchase has been provided to us. This is to try and keep our queue system as fair as possible. Bottom line - we don't get paid unless we can provide a valid proof of purchase to the warrantor. No POP = No Repair. Back to top. |
| Q. How long will it take to repair my gear?... | |
| A. Normal turnaround is approx 10-14 days.
However, we do offer another option: 1. The 'Hit List' Please see our Repair Terms for further information on this. Back to top. |
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| Q. My unit has been physically damaged - is this covered under warranty?... | |
| A. Short answer, NO. Long answer - Maybe. It's down to your supplier and of course when the damage actually happened. For instance, if you're a dealer and the item was damaged on delivery to you from the supplier - then first port of call is to tell the supplier that there's been damage. They may just replace items rather than have you send them to us for repair. If an item arrives with us and it's found to be damaged - we should always let you know about this when it arrives. It may be that this is what it's come in for - but sometimes not. Either way - unless your supplier (warrantor) has authorised us to repair a physically damaged item under the terms of their warranty - then these items will normally be treated as NON Warranty. Back to top. |
| Q. We can't provide a proof of purchase because..... We're a dealer and this item has now been exchanged for a new item for the customer. This is now our stock.... | |
| A. Either way, we still need a proof of purchase. If it's easier for you, then a copy of the original bill of sale for the original faulty item will suffice - even if the customer no longer owns that unit. Or a copy of the invoice from your supplier to you is just as good for us. Back to top. |
| Q. We can't provide a proof of purchase because..... We're a dealer and the item we're returning for warranty repair has never been sold, just been on demo or it was an out of the box failure.... | |
| A. We still need a copy of the proof of purchase from the manufacturer or distributor to yourselves. Back to top. |
| Q. My speaker is still within its warranty period - but you say my speaker has been overdriven.... | |
| A. When a speaker fails because of overdriving, then this is classed as misuse and cannot normally be repaired under the terms of a manufacturers warranty. Back to top. |
| Q. ADAM Warranty period.... | |
| A. All ADAM units sold prior to April 2009 had a 2 year manufacturers warranty as standard from ADAM. Serial numbers greater than P-71434 or sold during or after April 2009 have a 5 year manufacturers warranty. Warranty is to the ORIGINAL Purchaser only. Back to top. |
| Q. KRK Warranty period... | |
| A. All KRK speakers sold in the UK have a 1 year manufacturers warranty. Warranty is to the ORIGINAL Purchaser only. Back to top. |
| Q. Loan Stock... | |
| A. Some dealers get loan stock from Distributors or Manufacturers. If these items even go wrong and you need to send them to us for repair - you still need to book them in as normal using the Book-A-Job system, claiming warranty - however once it arrives with us, you WILL get the reminder emails sent to you about a proof of purchase (which you obviously won't have) until we get an email from the supplier loaning the equipment to you that they authorise us to repair the item under the terms of their normal warranty. So YOU need to tell your supplier when one of their items has failed. Back to top. |
| Q. What is a valid Proof Of Purchase.... | |
| A. A copy of the invoice from your supplier (Distributor or Manufacturer) for shop owned items. A copy of the bill of sale to your customer if it's been sold. If you are the customer and you don't have a copy of your receipt - the dealer/shop you bought your goods from should be able to provide a copy, as they have to keep copies for 6 years in UK law. Back to top. |
| Q. What is NOT a valid proof of purchase.... | |
| A. What's NOT a valid proof of purchase is a Purchase Order from you (if you're a dealer) to the supplier, or a Pro-Forma invoice from the supplier to you - these just prove intent to buy - not that you actually did. For dealers or end users, a bank statement showing a purchase from said supplier or store - as all this proves is that you bought "Something" from them and not necessarily the item you're claiming a warranty repair for. Back to top. |
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| Q. I booked my speaker in as a warranty repair; however when you looked at it you found that it had been overdriven, and therefore not under warranty. How do you proceed with charges.... | |
| A. For ALL Non Warranty jobs, we give estimates based on our estimate policy (which can be found in our terms and conditions). However the only caveat to this, is that if when a unit is booked in as a warranty repair, and we then later discover that it's not failed due to a manufacturing problem, we would contact you as a matter of course to let you know. We would also have a good idea of repair cost at this point. Back to top. |
| Q. I want to pay by Credit/Debit Card but I need my gear sent to my work address?... | |
| A. OK - Here's a problem. To prevent fraud, we only ship out goods to the card holders statement address. This is to protect you and us. When we take Credit card details over the phone, it is known as a Customer Not Present transaction (CNP). If we ship out goods to a different address other than that on the card holders statement for a CNP, and it turns out to be a fraudulent transaction, WE are liable for the money - and the card company simply takes the money back out of our account, this is known as a ChargeBack. There is one way around this however. While booking in your unit - if you can, make sure that we can both collect and deliver to the address you enter into the website, that way, if you pay OnLine our system will send it back to that address. Because the security is already in place in the website - and only you can get to your online details - plus, changing your online address will NOT change the delivery address. Only we can do that. Back to top. |
| Q. What if I have to go out on the day I've arranged for a collection.... | |
| A. As with all couriers, if they have a wasted journey, we'd still get charged. PLEASE, if you really do need to go out on a collection day, please inform us so as we can inform the couriers. If you don't, you run the risk of being invoiced for a missed collection. Back to top. |
| Q. Do you charge for Estimates?... | |
| A. That all depends on what we've done to reach the estimate. A two second "Oh Yeah, it's that!" estimates that are refused, are free. But if we have to spend half a day diagnosing the problems then refused estimates get charged at no more than £50 +vat. Back to top. |
| Q. Why do you charge for carriage while others don't?... | |
| A. WYSIWYG (What you see is what you get)
Unlike other service centres, we show you exactly what you're paying for. We don't hide the courier costs in the repair charges.
Collections are charged at £15 + Vat and Deliveries £11 + Vat, upto 20Kilos, then 30pence per Kilo thereafter. Back to top. |
| Q. Would the collection charge of £15 +vat cover all items I need to send for repair?... | |
| A. The £15 collection charge is for as many boxes as you like, up to a total weight of 20Kilos. After 20Kilos you will be charged 30pence per Kilo.
i.e. a 22kg consignment would cost £15.60 Back to top. |
| Q. Do you give estimates over the phone?... | |
| A. We don't do crystal balls!
We can only give you an estimate once we've actually looked at your machine.
However, we would only give an estimate should the repairs come to more than £150.01 Ex VAT or 50% of the declared value (which ever is the greater).
Any less than that and we'd just fix the problem. Back to top. |
| Q. Why do I get charged a surcharge when paying by credit card?... | |
| A. Not a lot of people know this. The credit card companies win both ways, they get interest on your purchases, and they charge us (The merchant) a percentage for taking the payment in the first place. The two main types of card are DEBIT and CREDIT. With a DEBIT Card, we're only charged 50p for taking the payment, so we don't bother to pass this on. However, with CREDIT cards, we're charged a percentage of the value of the transaction. This is true with ALL Merchants, most of which build this extra cost into the price of what you’re buying without you knowing. We feel that this is unfair to charge everyone for this, especially if they're not using a credit card. Therefore, to keep our prices lower, we only charge the surcharge when you use a CREDIT card. Back to top. |
| Q. Why are you charging me for packaging?... | |
| A. In some cases, the nature of the packaging we receive your equipment in, may not be reusable or even suitable, to return your equipment to you. In the event where we have had to use alternative packaging or we have spent a great deal of time reusing your own packaging to package up your equipment, a charge is made for this. Any applicable packing charges will be added to the courier delivery charges when it is summarized online. Back to top. |
| Q. How much does it cost to return my goods to me?... | |
| A. Normal Next Day Delivery in the UK is £11 +vat. Upto 20Kg then the usual 30pence per kilo thereafter. Back to top. |
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| Q. Do I need to insure my goods if you collect or deliver them, and how does it work?... | |
| A. Firstly, for 99% of all transits, it's not us that collects or delivers your goods. We employ the services of UPS. It's up to you - but we do strongly recommend that you take advantage of their optional insurance, selectable on the confirmation booking page for collections; and once your goods are repaired, you may also select to have the optional insurance for the return journey too, on the final payment page. This optional carriage insurance costs 1% of the total value you have declared your goods to be (minimum value for insurance purposes is £365 - So charged at a minimum of £3.65 even if you declare your goods to be £150), and is added to your final bill. This is cover for the entire loss of, or damage to your goods. If you don't select the additional insurance cover, should anything happen to your goods in transit, you will only be entitled to the couriers Free £10 per kilo; this will literally mean that if your £1000 worth of kit which only weighs 10Kgs, goes missing in transit, you'll only be entitled to £100 less the cost of the carriage fees, and less the £50 excess. The first £50 of any claim is not recoverable in any case. Back to top. |
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| Q. Who do I make cheques payable to?... | |
| A. CIMPLE Solutions Pro Ltd. PLEASE Remember we have to wait 7 days for ALL non account holders cheques to clear, before we can release/ship goods. Back to top. |
| Q. What terms can I expect from holding an account?... | |
| A. Standard 30day. Interest is currently not charged on late payment however persistent late payers will be penalized. Back to top. |
| Q. Can I open an account with CIMPLE Solutions?... | |
| A. Yeah Sure. As long as you fall into one of the following catagories: 1. A Dealer. 2. You spend £500 a month or more with us. Download an Account application form. This is an Adobe PDF file, it can be read by downloading Adobe Acrobat Reader. Back to top. |
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