Optional extensions to your standard warranty
Ergo offers an extensive range of additional warranty options including:
3-year Standard Warranty Extension
Providing a no nonsense extension of your standard warranty to give you a total of 3 years cover for a single payment of £65.
24 hour Service Plan
You may upgrade your standard warranty to ensure your equipment never spends more than 24 hours in our service department for an additional £75 for 3 years cover. Should we be unable to fix the problem in 24 hours you will be offered a free loan machine.
Ergo“s On Site Warranty
All on site warranty procedures are carried out by our own qualified engineers directly from our Nottingham facility. As a result we are able to achieve 95% first visit fix.
Out of Warranty repairs
Where products are deemed to be out of warranty, Ergo offers a chargeable
repair service. Again, all calls should be logged with our technical support
department and arrangements will be made to return the goods to our repair
centre. On receiving the equipment our engineers will assess the problem
and provide a formal quotation and report on what action is required to
resolve the problem. No work will be carried out unless you have agreed
to the cost and asked for the repair to commence by signing and returning
the order confirmation we send you or by sending a formal purchase order
to us.
If you do not wish to continue with the repair, a minimum charge of 1 hour's
labour, (currently £60.00+VAT per hour) plus carriage (currently £15.00+VAT
each way).
All repair work must be paid for (or purchase order/signed order confirmation,
in the case of account customers) prior to shipping the repaired system
back to you. Any out of warranty repair work is guaranteed for a period
of three months after it has been returned to you.
All repair work must be paid for (or purchase order/signed order confirmation,
in the case of account customers) prior to shipping the repaired system
back to you. Any out of warranty repair work is guaranteed for a period
of 3 months after it has been returned to you.
Repairs carried out on out of warranty equipment at Ergo's site is charged
at £60 + VAT per hour. Repairs carried out on out of warranty equipment
on client-site incur a charge of £75.00+VAT per hour.
Telephone Support Services
Each Ergo computer system is provided with free lifetime telephone technical
support via a direct telephone number: 0115 914 4160. This service is provided
Monday to Friday (excluding public holidays), between the hours of 8.00am
to 6.00pm. Our support team operates on a 'call-back' basis to ensure all
problems are dealt with in strict rotation, and therefore your call will
be logged and a unique reference number issued to you. Please keep this
number for any future correspondence as it will enable us to react quickly
to your enquiry. Our support team will then phone you back (at our cost)
within 60 minutes.
Scope of telephone technical support:
Ergo prides itself on its after-sales service and support and we try to
ensure that we are flexible and helpful as possible. However, there are
a few commonsense points that we should bring to your attention so that
you are aware of what we can and cannot do:
1. We are happy to provide help and advice on all aspects of the hardware
that we have supplied.
2. If you are experiencing a problem with a third party hardware device
(that Ergo has not supplied) that you are attempting to connect to your
Ergo system, we will try to provide guidance. However you should realise
that we do not have any specific responsibilities in this area. If we are
unsuccessful we may refer you to the appropriate manufacturer/supplier and
will try to provide contact information to help you do this.
3. We will provide support on the software supplied with your Ergo product
so that it functions as it should when installed and delivered. We do not
have any formal obligations to provide training on how to use the software
or covering any ongoing issues with the functionality of the software e.g.
bug fixes etc, matters that are the responsibility of the software publisher.
Again however, we will try to help as much as is reasonably possible.
4. We cannot provide specific support for any software products that you
have installed on an Ergo product. However if possible we will try to give
you some general guidance on how you could try to isolate the problem.
4. We will not provide telephone support for any products that we understand
to have been stolen, and reserve the right to contact the original owner
to check any transfer of ownership issues that may arise.
5. Ergo cannot accept any liability for loss of data and therefore we strongly
recommend that all users backup their data at regular intervals.
Electronic Support Services
Please use our electronic support services, especially when facing a problem outside working hours. The electronic support services can be accessed from our web site: www.ergo.co.uk/contact_support.html From the Ergo web site you can contact our support department by email. You can also access to driver downloads, help files and service packs which may help with your problem. To help us answer your emails more effectively, please provide the serial number of your system so that we can exactly identify the model you have.
If you have an ongoing problem
Ergo is committed to providing you with the same level of customer service
that we ourselves would expect. Howevr it is inevitable that from time to
time we will get things wrong, We are keen to ensure that this is the exception
rather than the rule!
If you feel that we have not performed to your satisfaction and you still
have an ongoing issue, we would suggest that you:
1. Firstly, contact our support department; inform them that the problem
is still outstanding and that you require more assistance.
2. If you are not happy with the outcome contact either your Ergo Account
Manager or our Technical Manager, Richard Ramshaw:
richardr
@
ergo.co.uk
3. In the unlikely situation that the issue is still outstanding please
address your problem to our Operations Manager, Clive Bonner:
cliveb
@
ergo.co.uk
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