Assuming the product is still less than 1 year old, and subject to the usual guarantee use and misuse terms, the repair/replacement should be under warranty so please return the faulty item to the address on the original advice note. Please remember to pack it well, include your name and address together with details of the problem you are having and when you purchased it from Connevans Limited.
Please remember that the product is at your insurance risk until safely received at Connevans Limited.
If the product is over 1 year old but covered by an extended manufacturer's warranty please return the product direct to the manufacturer rather than Connevans Limited.
What are the typical questions you ask when somebody contacts customer services about a non working product?
1) Exactly which product are we talking about? Can you either please give me the product code or perhaps recognise it from our catalogue - also can you please tell me when you purchased the product from Connevans? Please either give us the invoice/advice number or alternatively the postcode of the billing address so we may check our computer records?
(If Connevans neither manufactured nor supplied the product we have no wish to get involved!)
2) Has the equipment ever worked?
(if no, we would consider customer operational error - re-read and follow the operating instructions, we sometimes find that some people have never read them!)
3) When the product was working did you have any problems with the general operation of it?
(if no, we would have confidence that the problem was not caused by operational error.)
4) Has anything changed with the way that the equipment is used?
Have you added to or changed the accessories used with it - e.g. a new TV or DVD player? Alternatively has the equipment been re-installed after moving house? Or (and we have known it happen!) do you have a new person cleaning the house who has unplugged things to use the hoover?
(if yes, we would consider whether the problem has been caused by the change of circumstances rather than equipment failure)
5) Can you see anything which could have caused the problem?
A damaged lead, an unplugged lead, controls not set as usual, try replacing any batteries in the product or controller with new ones or lastly (following a once reported problem to a help desk about a computer failure and the user was not able to read the serial number because the room was dark) are you currently having a mains supply power cut?
(ah well, if yes, perhaps you have the clue to the problem!)
Conclusion - your product is faulty and it will need to be returned for repair or replacement - unless it is out of warranty and not a repairable product so you will need to buy a new replacement anyhow - e.g. T-Link, direct input shoe, connecting lead, telephone etc.
Remember to pack the unit well, using the original packaging if possible and include details of the fault, please especially mention if the problem was intermittent, and details of when you purchased the product from Connevans Limited - after you have packed the unit if you would be worried about dropping the parcel on the floor (because your shipping company might) we would suggest repacking it in a larger box with some more protection - remember that the package is at your insurance risk, including any damage in transit, until safely received at Connevans Limited.
Return products to the address on the original delivery note, with the addition of 'Repairs department'. Avoid marking for a particular person's attention - this only delays your repair if they are not available when your parcel is received. Likewise please include full details of the problem, (and your address!) with the returned equipment - never say 'as discussed on the telephone' because being human we may not remember.
