When considering a purchase form us, please read our plain English warranty designed to provide complete peace of mind. Here is a comprehensive description of our warranty T&Cs.
The Zen Computers Ltd Sales warranty covers all new and refurbished items purchased from any of our shops and online purchases.
Refurbished Macs and Windows laptop / desktop computers are covered by either a 12 month, 3 month or 30 day warranty. The warranty covers hardware only, so if a virus or misconfigured computer requires support this may be chargeable though we will always do our best to help however we can. In the rare event a hardware fault does occur within the warranty period, you’ll need to contact us to let us know and book the machine in for a repair. This repair will go through all the same processes and checks as our other repairs though there will be nothing to pay when complete. In the exceptionally rare event whereby a machine is brought back with a repeated hardware fault (we consider three repairs during warranty to be a repeat problem) then Zen Computers Ltd will offer a replacement machine of equal or more value to the one originally purchased.
It’s important for you to understand the difference between hardware and software. Software: Our refurbished machines come preinstalled with an operating system, or ‘OS’ (Windows / macOS / Linux) and this OS is not covered by any warranty either implied or expressed. Software and all of your files and folders or other data is the customers responsibility to backup and maintain. We are always happy to assist and advise on backup software to try or how to use Cloud based file replication apps but please bear in mind the warranty on your new machine is for hardware faults only. Some examples of hardware are: ‘Screen goes blank then laptop switches off randomly’, ‘will not switch on’, ‘fails to charge’ etc. Some examples of software faults are ‘I run a Windows update and now my computer desktop is different’ or ‘my email application is not sending emails anymore’. The latter, all software or configuration problems that may be fixed by us but will be chargeable as IT support labour.
We believe our repairs are performed to the highest standards. We offer a 90 day warranty on labour, 90 day warranty on refurbished parts used in any repair and 12 month warranty on any new parts used in the repair. We will always discuss and agree with you about the status of the parts used, so we’ll always tell you if we need to use new or refurbished.
What does a 90 day labour warranty mean? Let’s say we replace your hard drive with a new Solid State Drive. Then, ten months after the repair, the SSD unexpectedly fails. Under the warranty agreement, we will only charge for labour to replace the Solid State Drive, the new drive itself is covered by this warranty and so replaced free of charge if booked in with its twelve month warranty period.
What happens if you can’t book the machine in for a warranty repair during the warranty period? In short – please call us! We have had the odd occasion whereby a customer simply cannot make it in to any of our shops to book in a repair when it is nearing its end of warranty. We understand ‘life happens’ and sometimes it’s just not practical. You may live a long way away and have car problems or find yourself on an extended stay abroad. We are flexible and will always be reasonable in these circumstances. All we ask is that you call us within the warranty period so we can log the fault. We will then wait for you to book in with us, even if the actual booking in is outside the warranty period.
Customers who buy computers and services from us are welcome to pop in to any of our shops at any time for help and support. We do try to limit this free support to 10 or 15 minutes at a time and if the shop is busy, it may be that we need to ask you to come back when we’re quieter. For more formal IT support we offer service plans to both private and business customers.
Thank you for using Zen Computer Shop.