How Smartbox repairs work
Before requesting a repair, the first thing is to contact our Support team. This will help us assess your issues and if there is anything we can fix remotely before you send a device to us.
For simple problems, like a faulty charger, we can normally send a replacement.
Otherwise we will arrange a collection via courier. Please pack the device securely. You will be given instructions and a printable label upon completion of the repair form.
We ask for a specific contact for the collection, this should be the individual who will be able to hand your package to the courier. On the morning of the collection, the courier will email or text when the collection will take place. Please get in touch if there are any problems with the collection.
What to send back
Please include all items related to the problem. For any charging problems, or if the device will not switch on, make sure that you return the charger!
How can I help the repair process?
Include the serial number or the original invoice number on the form. Describe the problem clearly, and how to demonstrate the problem, especially for intermittent faults.
Paying for the repair
There will be no charge for devices covered by SmartCare or non-accidental faults within the warranty period.
If the repair is not authorised, the device will be disposed of or returned to you at a cost of £120 if applicable.
For out of warranty repairs, a quotation for the repair cost will be emailed to you. Payment or a Purchase Order is required before the repaired device will be returned.
Swap out Loan Devices
A swap out loan device can often be provided for use while the repair takes place. This can be sent before your faulty device is collected to allow you to transfer your data on to the swap out.
Contacting the Repair team
Email firstname.lastname@example.org. Or ring 01684 578868, choosing the option for Repairs.