If you have any issues logging your fault, please contact us via any of the below methods:
Telephone number: 0333 241 3344
Email address: [email protected]
Standard Contract support hours: Monday to Friday, 08:30-17:30
When reporting your fault, either via telephone or email, our Support team will gather all necessary information from you at the first point of contact.
The following information will be required:
- Serial Number and/or Company Name and/or Post Code
- Contact Name
- Contact Telephone Number
- Contact Email Address
- Detailed Description of Fault
This information is entered on to our Service Management software and a Call Reference Number is raised and issued to you. An email notification confirming the call details will also be sent to you
This case reference number is used during the life of your fault until resolution.
Should you need to speak to our team regarding an update, please quote this unique case reference so that we are able to assist you.
The call will be subject to Call Vetting, so depending on the reported problem you may receive a call from one of the Vetting Team engineers, this is intended to try and minimise any downtime on your device.
In the event that you do not receive a call from the Vetting Team, a technician will contact you to notify you that he/ she has been assigned to your fault and their anticipated arrival time.
In the event that a part is required which is not carried by our engineer, a new call will be logged for a return visit and you will be contacted by our Support team to inform you of the date & time for the return visit.
When the call is complete, you will receive an email confirming the call closure details.