Service and Support - Repairs (Televisions)
In the unlikely event that you have any problems with your purchase you are encouraged to contact the store in the first instance. This can be done by calling 01324 630064.
If we believe that the problem can be resolved remotely then we will do our best to assist you over the phone. If the problem cannot be resolved over the phone then we will advise on the next steps which vary depending on the specific product.
If your product needs the attention of an engineer, we will contact the relevant repair centre on your behalf to book a repair, requesting documents from Sony as applicable.
Televisions with screen smaller than 43” – Under warranty, these are covered for faults on a full parts and labour basis. They do not however qualify for free on-site servicing. Collection from your home or office, if required, is chargeable.
Televisions 43” screen or larger - Under warranty these are covered for faults on a full parts and labour basis including the cost of a field call where required.
Timescales & Updates
On receipt of a request for repair, we will pass the details to the relevant repair centre. We would expect them to contact you within 1-2 working days to book an appointment which will usually be within a few days. Occasionally a repair can be affected on site but typically the TV will need to be taken to their workshop. Note that the repair centres do not normally operate at weekends or on public holidays.
Repairs usually take between 2 and 4 weeks to complete. This is dependent on a number of factors including availability of parts and the workload of the repair centre at the time of booking your repair.
If your item cannot be repaired or is deemed beyond economical repair, then the repair centre will normally arrange for a replacement to be issued by the manufacturer. This must be of the closest possible specification to the model purchased. The balance of any warranty would transfer to the replacement.
Communication from the repair centre is usually on an exceptional basis. They will call you only when they need more information, when there is an unusual delay or to book an appointment to return your TV once repaired.
We keep a small stock of loan televisions which are available on request. Conditions apply and we make no guarantee of availability. Size and specification is unlikely to be similar to the original purchase.
Repairs of faulty items are still proceeding in the normal way but we would ask customers to understand that the process may take longer than usual due to operational restrictions in place at the repair centres including unexpected staff absences. If you need assistance we would ask that you call us on 01324 630064 or use the message option on our website. We currently expect the repair centres to contact clients within 2 working days and to complete repairs within 2-4 weeks from receipt of the defective product. While COVID remains a live issue we are unable to offer any cast iron guarantees in respect of the timescales for repairs.