We intend to satisfy all of our customers, and our complaint resolution system helps us to ensure that our customers are very satisfied, even when things may go wrong.
If you have a complaint, please contact us either by email (email@example.com) or by phone. Upon receipt of your complaint, we will investigate to see what went wrong so that we can resolve it to your satisfaction, and to avoid re-occurrence in the future.
We undertake to:
Acknowledge complaints within 5 working days
Advise you how long it will take to resolve the complaint
Keep you informed throughout the process
If a device is returned to us under guarantee please note that we reserve the right to refuse the guarantee return due to physical damage caused by the customer following the initial repair.
If you use the postal option and send a device back to us under the repair guarantee, the cost of the postage to send the unit to us will be covered by you. However we will return the unit to you free of charge. If the problem is not related to the original fault or no fault is found, return postage charges will apply.
Once you logged a warranty claim with us, either by e-mail or phone, we will require the phone to be returned to us within 48 hours to prevent any further damage. Should an item become further damaged due to user error (examples of this are trying to fix the device yourself, taking to a 3rd party repairer, or, for example, trying to push the screen or buttons back in place if applicable before returning to us) will have their warranty void. If you are unable to bring the device back for assessment within 48 hours, this must be agreed with a representative of Mobitech Group Limited.