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  • I still need help / do you offer After Service support / Aftersales support?
    We will try as best as humanly possible to accommodate or rectify any issues that may arise. Such as outstanding issues or a partial fix or misdiagnosis of issues. If its a case of misdiagnosing the issue / returning within a reasonable amount of time after the repair has taken place we will look at the device labour free.
  • Do I get a warranty?
    All Labour has a Warranty of 1 month from date of Completing Repair (Provided customer or 3rd party has not attempted to repair anything in the device within that month) Anything over this duration requires that you use our premium service at the time of the repair. Warranty on Parts varies depending on where parts have been sourced. Generally 1 month - 1 year however if you are using our standard bronze service it is down to you as the customer to observe if this is something you require when ordering parts we recommend. Warranty on parts is only available if you as the customer order the parts (you therefore have the details of the warranty and an agreement with the 3rd party)
  • My device has gotten wet, what do I do?
    Turn off device immediately otherwise further damage may be caused and loss of data, Do not turn the device back on until it has been looked at by a professional. Power off the device straight away, remove all connected cables, USB devices any batteries if possible. Lightly dab off any excess water. Once done position the device unfolded / opened keyboard facing down on a table (So that liquid drops away from the components). Try not tilt or to spread the liquid further over the other parts of the device. Then Book a Service with us.
  • Can I leave my device / replacement parts outside your house or with a neighbour if you are not in?
    Generally it should be prearranged when you plan on visiting us. Leaving items with our neighbours is not permitted. It is highly discouraged leaving goods outside of our premises. We will not be held liable or accountable if if you decide to do this. Likewise we will not be held accountable if when dropping your device back to you and you request it be given to a third party or left somewhere else.
  • I want to sell or donate my Apple or Google Android Device what do I need to do?
    For Apple Devices Click Here For Google Android Devices Click Here For Google Chromebook Devices Click Here If you do not do the above steps the device which you are planning to sell or give away will not work and be unusable to the person that takes possession of the device. Please be aware that once devices have been donated to us (or exchanged for a discount) it may not be possible to return the device to yourself should you have a change of heart as we turn round devices within a few days, sometimes same day.
  • Are you recruiting at the moment or do work placements?
    Sorry we do not have the capacity to do this at the moment
  • Can you supply or install counterfeit software for me?
    No! 😝 Any software that has disappeared from you machine after bringing it to us (For example after replacing the main hard disk) will need to be reinstalled by yourself. Assistance can be given in this regard at an additional cost (unless it is counterfeit software). As a good will gesture small free programs may be reinstalled as part of the service.
  • Microsoft / Google / Amazon / eBay / McAfee / Norton / FBI / CIA / MI5... Phoned me wanting to log into my computer to pay them or purchase gift cards, is this normal?
    NO COMPANY WILL EVER MONITOR YOUR COMPUTER OR PHONE YOU TO WARN YOU THAT YOUR COMPUTER HAS AN ISSUE. This call is a scam and likely your computer has been compromised, it is strongly advised that you bring your computer in to remove any nasties lurking on it. It is also advisable that you potentially change your phone number and inform your bank to block any payments that may have been taken by these scammers.
  • Do I have to book ? Can I just turn up?
    We are a very busy small company and sometimes working off site so repairs are by appointment only. If prior customer contact has been initiated it helps to ensure a smooth service for both parties. Initially the quickest way to book an appointment is to fill out our Booking Form. The appointment will be confirmed either in SMS Text message or Phone conversation. Diagnosis and repairs can sometimes take hours so unless its a small issue it is generally not possible for customers to wait on-site while their device is being repaired and there are no publicly available facilities.
  • What if I Abandon, Cancel or my device is still not fixed do I still have to pay?
    "No Fix No Fee" is defined and applicable under the 4 following conditions only and does not cover consumables (Example Battery Deterioration during the repair process). 1: We exclusively have diagnosed and worked on the issue throughout the required service. 2: There is no diagnosis or possible solution within our power to fix the reported issue. 3: You have dropped off the device to us. 4: Covers the exact diagnosis / nature of the service or issue only (for example agreement to recover data from laptop but after recovering data and returning device to the customer it is discovered an unrelated issue such as an audio jack is not working on the laptop. The original service fee would remain valid) Else a diagnosis fee AND / OR a callout fee will apply. Diagnostic Fee is waivered if you proceed with proposed repair. Once price agreed upon the price is fixed. It is not possible for example to agree on a price then upon service completion ask for a discount or attempt to violate fair terms and conditions. Any legitimate discounts (for returning customers only) will automatically be applied within the initial quote that was agreed upon. (Unless prearranged) You have 28 days after a resolution has been completed to collect said device(s). In the event of any devices left with us after this we will repeatedly try to contact you and / or any other 3rd parties that know you in order to get the device(s) back to you (This will be recorded). After this stage if there is no clear arrangement or desire shown on the customer's part to collect the device(s) they will be deemed abandoned and will be destroyed as per Torts Act 1977. No device(s) will be released or shipped back to the customer until said payment is made for a completed service (If a successfully repaired device is seemingly abandoned with us before being collected weeks later the battery may have failed during that time and so is not covered under the No Fix No Fee terms). For further details please see our Terms of Service section. Sadly this in place due to abuse of services: I.e Bringing a device to us and trying to obtain free labour or information so that the customer can attempt to repair the issue themselves or elsewhere. Dont let this put you off! please take confidence in our Google Reviews section where there are over 100 genuine happy customers that have written testimonials about our services.
  • Why do you not have a shop?
    You can have confidence in our services, we have over 100 Genuine Google Reviews and testimonials of happy customers HERE. Business rates in general are sky high and due to future uncertainties World Governments generally want people working at home from now on. This works well for both the customer and us as a company. Offsetting costs by not having a shop allows us to offer you the best deal when fixing your devices.
  • What do I need to bring on the day?
    When dropping your device off please bring the charger or power cable (including any travel adaptors for imported devices). If this is not done it will delay how quickly your computer gets repaired. If possible please also include a note on your device showing your mobile number, description of problem and login details also. This makes for a quicker and smoother service.
  • How long will it take to repair?
    Diagnostics and Repairs take a few hours and as we fix many customers devices simultaneously it is not possible for customers to wait on-site while their device is being repaired. No parts needed: Same day to 3 Days on average Parts needed: Same day to 7 Days on average If you require Priority service please contact us so we can get your device up and running ASAP
  • Do you fix ?... Printers, Consoles, Cracked TVs, Cracked Monitors, Cracked Phone or Tablet Screens?
    At the moment we do not have the capacity to repair these devices however we do fix Cracked laptop screens and can recover phones or tablets that have crashed or need file recovery.
  • How do I pay?
    Bank Transfer Preferred, Details will be texted to your phone upon work being completed. Payment must me made upon collecting device. Alternatively Cash is accepted (we do not accept cheque , card / contactless payments however there is a cash machine nearby). For Remote Support £30 Bank Transfer Up-front^ then £40 per hour thereafter. Be aware that not all repairs can be undertaken remotely. After a price has been agreed upon and once the work has been undertakenso there is no manoeuvrability on price . For example if the cost of the parts to repair your device cost £150 and you then expect to pay £100 after the work has been done this is not possible. We do not make any profit on parts as they are at cost price.
  • How are replacement parts ordered?
    If using our Priority Gold Service we will take care of ordering and collecting replacement parts. If using our Standard Bronze Service a link to where the parts can be purchased for the best possible price will be texted or emailed for you to order. It is then up to you as the customer on how to get these parts to us: Ordering to YOUR address? Order parts to your own address and arrange a time with us so that you can deliver to us in person. Ordering to us? Please do not order parts to our address as they get left by the delivery person in a bad place or stolen. If parts are from eBay its best to order the items to Argos "Click and Collect" service inside Sainsburys when paying for your item on eBay. 1 Redcar Street, Shirley, Southampton SO15 5LL. Write the name as "Soton Computer Repairs" and email us the collection barcode email / receipt when the parcel has been dropped off in store and we will collect. If parts are from Amazon its best to order the items to one of the local Amazon Locker nearest to us: Amazon Hub Locker - steed Shell Shirley, 234 Winchester Road, Southampton, Hampshire, SO16 6TL Write the name as "Soton Computer Repairs" and email us the collection barcode email / receipt when the parcel has been dropped off in the locker and we will collect. If parts are from Other Couriers order it to any store closest to Shirley Warren or Shirley Southampton Town Center. UPS, DHL and many other companies now deliver to local post offices and news agents. Pleases write the name as "Soton Computer Repairs" and email us the collection barcode email / receipt when the parcel has been dropped off in the store and we will collect. Customer must specify at point of booking or quote if they want new genuine parts otherwise replacement parts may be genuine (new or refurbished ) OR 3rd party (new or refurbished parts). Sometimes the customer has no option depending on market forces, age of device and availability of components. If we have the parts in stock they are included in the final bill. All parts are tested after fitting to ensure the device is fixed. In terms of the manufacturing quality of all replacement parts we cannot be held accountable. For more details please see our Terms of Service section.
  • Estimates / Quotes
    Initially an estimate is given to you as the customer. Ideally for a more accurate estimate we need to see the device physically. Any estimates given can change at any time due to the following: Estimates are only briefly valid. Price of parts vary sometimes daily depending on availability, shipping fees and any importation fees. These costs are beyond our control. For example if the only place we could find the part for a decent place was on eBay and you did not see the link or order it promptly the price may have increased, decreased or the item may simply have sold out. Generally speaking Parts are given in terms of estimates and Labour fees are given in terms of quotes.
  • Can I cancel the proposed repair?
    If you as the customer cancel half way through the repair (After agreeing on undertaking a service) then 50% of the cost of the labour will still be charged and 100% the cost of all parts purchased on behalf of the customer. If you cancel the repair before agreeing to the service the device will be complete as it was left with us but may not be fully put back together as it was before the diagnosis. This may leave you or the next party to look at the device to put things back in place.
  • Where can I find your GDPR Policy?
    Click Here for our General Data Protection Regulation Info
  • Ordering Policy / Replacement Parts
    To keep prices low for the customer replacement components are mostly unofficial unless genuine replacement parts are specifically requested by you the customer. Unofficial parts may be better / the same / worse quality than the genuine ones. We as a company cannot verify the quality of the replacement components beforehand. If you as the customer are in any doubt then we recommend official parts (Official parts cost more and sometimes take longer to arrive). Sometimes official parts are in short supply or are no longer being manufactured. In this case the customer has no option but to use unofficial parts. If we have the parts in stock then they are all included in the final bill. If we do not have the parts in stock we will find the best deal on the part you need and give you the details on how to obtain it. You as the customer can then either deliver it to us or order it to one of many local delivery sites. There are a few good reasons why we get the customer to order the parts directly: GDPR: Keeping any kind of information is now strictly regulated by law. This is good however can cause complications for both the business and customer if the records are needed to be retrieved in the future. Warranty: If for whatever reason the replacement part has issues in the future and it is still under warranty you have access to all the return information without having to call us to get it. Tax Assessment: You may be able to claim tax relief on the replacement part if you have proof of purchase details. Also by getting the customer to order parts directly it simplifies our accounts for tax purposes. Out of Office: If a parcel arrives and we are away on a call-out (which is a common occurrence) the parcel may be returned to the depo or left with someone else. This can slow down the repair process, especially if the mail depo is closed or there are issues with the name or address on the parcel. Loss of items: Similar to the above. Sometimes parcels get left in bad places such as doorsteps, bins, dodgy neighbours etc. To avoid all these issues above it is best if you as the customer order the replacement parts and to drop them of to us or we collect from you. If parts are to be ordered it is best for you to order to one of the many delivery points below: Ordering from eBay? its best to order the items to Argos "Click and Collect" service inside Sainsburys when paying for your item on eBay. 1 Redcar Street, Shirley, Southampton SO15 5LL. Write the name as "Soton Computer Repairs" and email us the collection barcode email / receipt when the parcel has been dropped off in store. Ordering from Amazon? its best to order the items to one of the local Amazon Locker nearest to us: Amazon Hub Locker - steed Shell Shirley, 234 Winchester Road, Southampton, Hampshire, SO16 6TL Write the name as "Soton Computer Repairs" and email us the collection barcode email / receipt when the parcel has been dropped off in the locker. Ordering from Elsewhere? Order it to any store closest to Shirley Southampton Town Center. UPS, DHL and many other companies now deliver to local post offices and news agents. Pleases write the name as "Soton Computer Repairs" and email us the collection barcode email / receipt when the parcel has been dropped off in the store. All else fails? Order to your own address and arrange a time with us so that you can deliver to us in person or we can collect.
  • No Fix - No Fee Policy
    "FIXING" the device is defined as the following: After repairing the device it functions, booting into its operating system with stable performance. Standard I/O operations are functioning. Unless diagnosis of a specific issue was requested in the first instance, any knock on effects or specialist issues outside this scope we cannot be held accountable for. We may look at it as a goodwill gesture BUT the issue may also incur an additional fee (for example having to reinstall all of your requested programs and apps after a system crash). The "No Fix - No Fee Policy" Applies under the following conditions: You as the customer have dropped the device off to us and will collect the device from us. (Otherwise a fee will apply to cover fuel costs). Any previous repair attempts or diagnosis of the device by yourself or a third party have been disclosed. (Otherwise a fee will still be charged for re-diagnosing the device) We have attempted to repair the device but the solution has not worked. No Fix no Fee does not apply under following: - You the customer have forgotten the login or registration details or have no authorisation preventing the issue from being fixed. - In the event that you have decided the device is not worth fixing a diagnosis fee still applies. - File recovery (How successful the file recovery will be is not evident until the recovery is complete and so a fee still applies) - Faulty Design (We will help you contact the manufacturer or developer to get a resolution to the outstanding issue.) - You the customer have altered the device between the time of us fixing it and you returning it. - You the customer are not happy with the quality, colour, shape or performance of the replacement parts.
  • Full Terms of Service
    TERMS AND CONDITIONS – OUR AGREEMENT: In these terms and conditions, references to “we” and “us” are to John / Soton Computer Repairs. By using services provided by Soton Computer Repairs you are entering into a contract with us. The terms below set out our obligations to you and what you are agreeing to: By contracting with us to undertake your computer repair service you agree to the following. You agree that the device in question either belongs to you or you have authorisation from all 3rd parties involved to allow us to work on the device. You and any third parties that use the device are responsible for backing up all important data before bringing it to us. We can do this on behalf of all parties involved but this will incur an additional fee. We cannot be held accountable for any data loss. Please note, mechanical failure of your hard disk or other components inside your computer can occur without warning during our intensive diagnostics. Virus and malware infections can also damage your data and could lead to unpredictable problems and could result in data loss. For some jobs, we may need to re-install your operating system. This involves wiping your hard disk clean and re-installing the operating system back to the point when your computer was first purchased. We will contact you prior to doing this but if you require your data to be backed up prior to the wipe and restored back to your computer once the operating system has been re-installed please let us know. There will be additional charges associated with this service. As a company we adhere to the GDPR and CEOP Guidelines. If we suspect any services we provide will be used for nefarious purposes we will either not take on the customer AND / OR report it to the relevant authorities. We are a strictly a Computer Repair Company, not a Removal & Storage Company. Unless pre-arranged or extenuating circumstances arise in most cases items will be returned to where they were collected. In the case that the client has dropped the device off the client has 1 month after a completed repair to collect the item during which contact with the client will be attempted multiple times and logged. If no response the items will be held for up to 2 more months and then destroyed after continued logged attempts to make contact. During this waiting period an additional handling fee may be applied if the client eventually does show or prove to make contact. ON-SITE REPAIRS AND SERVICES: If you book an on-site service we will need the following at the time of appointment: Full access to the equipment being repaired, Electricity mains power & Lighting. Your agreement to follow our reasonable instructions. We are unable to work on unlicensed operating systems. Your computer system should have a valid Windows operating systems or Apple OS X operating system installed. If you have not, we will need to purchase and install a retail version of the relevant operating system for your computer. Additional costs and time may be involved. REMOTE REPAIRS: Some issues are not able to be resolved remotely but we will use reasonable amounts of skill and care to resolve problems you have requested us to do. It may be necessary for your computer equipment to be delivered to us to fully resolve your problem but we will talk about all available options at the time of the remote repair session. LIABILITY EXCLUSIONS: Although we do not have specific knowledge of your computer configuration we will attempt to minimise disruption to your system as much as we can but we cannot be responsible for any unforeseen issues that may arise from any of our services. Please note that if your computer system or equipment is under manufacturer warranty our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services on any manufacturer’s warranty. We cannot be held responsible or liable to any service performed for you regarding: Any loss data, data corruption, loss of images, documents or information Any financial loss, or loss and interruption to business or contracts Any failure by you to follow our reasonable recommendations or instructions Any losses or issues you may suffer due to your use of (or failure to use) any anti-virus software Any loss that is not reasonably foreseeable. LIMITED WARRANTY: Services carry a warranty tied to the warranty duration provided by the replacement parts. If in the unlikely event same problem happens that we have fixed or any fault which is related to the service provided we will either try again to fix the problem at no extra charge or, if we cannot fix the problem, we will refund your payment in full for the services performed. This excludes faults caused by the failure of other components after the repair has taken place, or by faults caused due to incorrect use of software or downloaded material, virus and malware infections, or by faults arising from accidental damage or incorrect use of the product. There are some exceptions where our standard warranty does not apply. We will indicate to you at the time of repair / collection of repair what items have a limited or exempt warranty. This includes but not limited to the following items: GPU / BGA / CPU Reflows – One Month Warranty Liquid Damage – No Warranty Data Integrity Electrical issues within the premesis For all warranty issues please contact us first for to authorise a return under warranty. Trade repairs carry a maximum 30 day warranty. Guarantees/warranties are not insurance backed FREE DIAGNOSTICS: It can take many hours to fully diagnose your computer. This is a free service we offer to all our residential customers on condition that we repair your device while your device remains on our premises. If you decide to not go ahead with the repair, a diagnostics charge of 50% of the cost of repair will be applied or if your device is beyond economical repair we are happy to recycle your device in lieu of our nominal diagnostics fee. Liquid damage items are subjected to a non-refundable cleaning fee before we start any repair/diagnosis to the device. The fee £30, This fee will be waivered if device is not possible to repair but you choose to proceed with our file recovery service instead. REPAIR / SERVICE CANCELLATIONS: It can take many hours to fully diagnose and repair your computer and often we need to purchase parts that are required for your repair. If at any time you decide to cancel the repair you will be liable to make 100% payment of any parts ordered for your repair and a diagnostics charge of 50% of the cost of repair cost of repair will be charged. The item will not be released in any fit state until the total payment is received. ABANDONED DEVICES: Any computer that has been left abandoned for over 90 days will be recycled or disposed if prior arrangements have not been made. It is important that you check your details at the time of booking to ensure that we have your correct contact details. We will not be held responsible for any inaccuracies in the details provided. We will make reasonable attempts to contact the customer using the information supplied by the customer as per Torts (Interference with Goods) Act 1977. REPAIR AND DIAGNOSTICS DURATION: Although we aim to get your device repaired / diagnosed as quickly as possible, the service can sometimes take longer than anticipated. We normally aim to diagnose and repair within 3-10 business days but sometimes the repair can take longer. We often have to source parts from outside of the UK and can take several weeks before we receive the parts and clear customs. We will not be held responsible for any repairs that exceed our estimated completion time. We will make every effort to inform you if we expect a delay in our service. If you would like a status update please get in touch with us. APPLE IPAD & iPHONE AND MOBILE DEVICE REPAIRS: When Soton Computer Repairs take on your device for repair there are many situations that we are unable to test for before we start the repair and this disclaimer is in place to protect yourself and ourselves from any potential misunderstandings. Unforeseen Damage of Malfunction I understand Soton Computer Repairs will be unaware of any other potential problems that could arise as a result of the initial damage or by opening / disturbing the internal logic boards and internal cables during dismantle / repair. This may result in additional charges to cover the costs of parts required to complete the repair. We will endeavour to make you aware of this at the time of repair / diagnosis. An example of typical faults that can occur with Apple iPhones and iPads as a result repair includes but not limited to: · Fingerprint Sensor Damage – If your Finger Sensor is damaged please go to Apple. · Internal Cables Damage · Internal LCD Screen · Casing Damage / Bent Chassis · Front/Back Camera Failure · Home Button / Lock / Volume / Off button Failure Parts We Use For Apple Macbook Pro, Air, IMAC, Mac Mini we can use official or unofficial parts. For Phones and Tablets, we may be limited to THIRD PARTY SCREENS only and these are not officially endorsed by Apple. If you prefer an original Apple Screen for your Iphone or Ipad this may only be undertaken by Apple themselves. For your total peace of mind all our screens are guaranteed for ONE YEAR (Apple only gives 90 days!). Original Apple Warranty Apple May refuse to undertake any work on your device if it is repaired by anyone other than Apple. This includes both in-warranty and out-of-warranty repairs. Waterproof / Water Resistant Devices To repair your device, we need to physically get inside it which usually means we have to break the waterproof seal (if any). Some items that are classed as waterproof / water resistant may not be waterproof on return to you. If this will affect the enjoyment of your device please only ensure you get it repaired with the manufacturer directly to guarantee a waterproof seal on return. Liquid Damaged Devices Any device that is found to have any signs of liquid damage internally will be exempt from any warranties offered. We may still be able to do the repair but due to the nature of liquid damage/corrosion we will not offer any warranty what-so-ever. We will stop working on your device and inform you as soon as we see any signs of internal liquid damage. Only after speaking with you will we continue with the repair. Your data – includes photos, emails, documents It is YOUR responsibility to ensure your data is backed up prior to repair. Soton Computer Repairs will not be liable for loss of data whatsoever. We do offer a backup service – please ask for this BEFORE we start the repair. PERSONAL DATA: During the booking in of your computer we will ask you for certain details which we require to perform the service. This includes your name, address, phone numbers and email address. We may also require your administrator password to access your computer to complete our service. We may temporarily record or keep a detailed note of our conversations for the duration of the repair and shortly after in case of any unresolved issues after the repair. REFUNDS FOR GOODS PURCHASED: Items Purchased For Faulty Items: If a fault occurs within 30 days of receipt, we will offer you a full refund. After 30 days, we will either repair or replace at our discretion. Please return it back with your original receipt of purchase, original packaging. If you change your mind and your product has been returned as “faulty” but no fault has been found you are not liable to a refund. Refund Exceptions Made to order items such as Custom PCs and laptops are exempt will not be refunded if you change your mind, Software is non-refundable. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
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