FREQUENTLY ASKED QUESTIONS
Should you have a fault and require a repair, we are certainly the people to assist. The following answers may help with queries you have before filling out an online repair form.
Q. How long will it take for my repair to be complete?
A. The repair from the initial call should take around 4-7 days approximately. This is dependable on the manufacturer’s part availability.
Q. Do you have to take my unit?
A. This will depend on the fault description we have received. A senior field engineer will contact you to discuss the fault you have once we receive the call/online repair form you have made/completed. The field engineer will endeavour to work out the best route possible to repair your product without causing you inconvenience.
Q. Will I receive a loan set (replacement) whilst my unit is being repaired?
A. 90% of our repairs are completed on-sight; rarely will you require a loan set. When necessary loan sets are offered to those who require a Samsung product repair or have purchased their product from John Lewis in Bluewater. Loan sets will only be obtainable when a repair is under guarantee.
Q. How long will it take to receive an estimate? (Chargeable repair)
A. An estimate will normally take 4-5 working days via post. You can contact the call centre after 2-3 working days if you wish, where our professional and friendly team will assist you with the engineers report as well as any enquiries you may have.
Q. What is the cost of an estimate?
A. This would depend on how we received your item. Should you wish to bring the repair to us directly a charge of £80.00 would be expected to carry out an inspection. We are aware that this is not the most convenient of methods so an alternative option is available. Please contact our call centre for quotations.
Q. How do you know the part I require without inspecting my product?
A. Our highly trained team of expert engineers are able to diagnose the majority of faults received via the description you have given. Nine times out of ten the engineer will have the correct part ready to repair your set upon arrival at your home.
Q. Is my product under guarantee?
A. In law, a guarantee is considered to be "an agreement to provide some benefit for a set period of time in the event of the goods or services being defective". For example, a television manufacturer will usually offer a guarantee with their products that, for a year, they will carry out free repairs for problems caused by a manufacturing defect.
Extended warranties are available from all retailers. This would normally offer a 3-5 year cover. Please Note: Proof of purchase will be required should you wish to go ahead with a repair under guarantee.
Q. I have a reoccurring fault/queries since my repair/dissatisfied with outcome of repair, who can I speak to?
A. Mr Denis McFarlane (General Manager)
Email: Denis@dkavs.co.uk
DDI: 020 8687 8809
Mr Jim Lane (Service Manager)
Email: Jim.Lane@dkavs.co.uk
DDI: 020 8687 8825