Frequently Asked Questions
FAQ1.What if the customer doesnât have proof of purchase?
Ideally, the original receipt should be included. If unavailable, a copy or the order number can suffice as long as the product is covered by our service.
2.What if a customer misses their return delivery?
Most items are delivered by Parcelforce with card notification for redelivery or local pick-up.
3.Do we offer chargeable repairs/spares if an item is out/not covered under warranty?
Yes, we can offer a chargeable service dependent upon the product and model.
4.How long does the repair process take?
All repairs are typically completed within five working days, ensuring a fast turnaround to minimise downtime.
5.Can customers track the status of their repair?
Yes, customers can track the status of their repair through our online portal using the job number provided at the time of booking.
6.How can customers book a repair?
Customers can book a repair through our website or by calling our support team. Detailed instructions are available on our "Our Process" page.
7.What is an SLA?
An SLA (Service Level Agreement) is a formal contract between your business and Sertronics Commercial. It defines our service standards, response times, and repair commitments, ensuring predictable, high-quality performance and faster turnaround times. SLAs provide priority handling, transparent communication, and tailored service options to meet your operational needs.