It is some time now since GN Netcom introduced their
‘Fast Swap’ repair service. We pioneered it from the
beginning and have worked closely with GN Netcom to make it
a success. Our in-house team have dealt with all kinds of
problems and equipment repairs. The team on the repair desk
have compiled a ‘Frequently Asked Questions’ check list all
about the repair service. Below are the answers to the most
commonly asked questions:
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What is
the new repair process ? |
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The new
repair process is called ‘Fast Swap’.
This means that you receive your
replacement unit within 3 working days
of registering your repair. You have 5
working days to send your faulty unit
off to the repair centre.
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When I
send off my faulty product for repair,
what do I get back as a replacement? |
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You will
get a ‘Factory refurbished ‘
replacement. The replacement will be
sent to you in Excellent condition ‘as
new’.
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Why
can’t you invoice me for my chargeable
repairs through my GN Netcom account
which I currently have? |
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GN Netcom
selected Communications Solutions UK as
a repair partner. Due to the Data
Protection Act, GN Netcom are unable to
transfer your account information to us.
We therefore require you to open a new
account for any chargeable repairs.
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Do I
need to wait to receive my replacement
product before sending my faulty product
off to the repair centre? |
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No, you
have 5 working days from the day you
register your repair to return your
faulty unit. Your replacement product
should be with you within 3 working
days.
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What
happens to any items ie, cords which are
not listed on the emailed receipt for
repair which I have sent in error along
with my faulty product? |
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If the
repair centre receive any items that are
not listed on the receipt for repair,
you will be contacted. You will be asked
whether you need the items back. If you
request the items to be returned to you,
you will be invoiced for a
shipment/administration charge. It
clearly states on the return
instructions that such items should not
be sent.
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How am
I to send the faulty product off, and
who pays for the cost of postage? |
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Your
faulty product should be sent so that
you have a ‘Proof of Delivery’. In most
cases this means by Special delivery or
by courier. Your product warranty does
not cover the cost of carriage to return
equipment to the repair centre. This is
at your expense.
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Why do
I need to wait to receive the ‘ Receipt
for Repair ‘ e-mail before sending off
my faulty product? |
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The ‘
Receipt for Repair ‘ e-mail contains all
the information on the faulty product
that you have registered for repair. The
e-mail also provides you with your
Repairs Authorisation Number (RDN). A
copy of the email should be used as a
despatch note and included in the
packaging with the items returned.
As the repair service is now a ’forward
replacement ‘ system, your email
authorisation included in your shipment,
enables us to match up your units with
the replacement units already despatched
to you. If we are unable to do this, it
is likely that you will be charged for
the units sent to you.
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What
happens if I do not send off my faulty
product within the 5 working day
timescale? |
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If the
repair centre do not receive your faulty
unit, we will invoice you for your
replacement product.
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Why has
the repair process changed, we were
happy with the old process? |
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After
reviewing the old repair process GN
Netcom found the turnaround time for you
receiving your repaired product back was
taking anything up to 14 days. The new
process provides you with a replacement
product within 3 working days.
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I know
I have a GN Netcom headset, but how do I
tell what ‘ Model ‘ it is? |
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Take a
look at our new website where you are
able to ‘ Identify your product ‘ before
calling to register your repair. You
will find listed both current & Older or
obsolete products. The website address
is :
www.gn-headset-repair.co.uk/equipment
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I have
some headsets which I know are GN Netcom
headsets, I also know what model they
are. They do not have any barcode
stickers on them, how do you know if
they are in warranty or not? |
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If there
is no barcode sticker on the headset,
even if you believe that the headset is
still in warranty, then the warranty is
void. The barcode sticker clearly states
that if the barcode is removed then
warranty will be void.
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What if
I have Plantronics headsets not GN
Netcom headsets, do I have to go
elsewhere? |
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You can
contact us on 0844 477 1622, we
can arrange the repair of these headsets
, but this will not be under the new
fast swap process.
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Do you
supply new headsets as well as
processing repairs? |
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Yes, you
can call us for all your needs, be they
for new headsets, amplifiers and
consumable items such as microphone
covers and ear cushions.
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If I do
not get my original faulty headset back
once repaired, what happens to the
remaining warranty that I am entitled
to? |
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Your
remaining entitlement is transferred to
the replacement headset., i.e. if your
faulty headset is replaced under
warranty, and it has a further 12 months
remaining warranty, your replacement
headset will have the further 12 months
warranty put on it.
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If I
have a headset repaired that is out of
warranty, what is my warranty
entitlement on my replacement headset? |
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A further
3 month warranty will be put onto your
replacement headset, when sending it to
you.
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I have
got a GN9120 cordless headset and I have
lost the sound in the headset. What is
the first thing I can try before calling
yourselves? |
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The most
common fault in this case is where your
headset has lost ‘ Pairing ‘ with the
base unit. There is a way in which you
can ‘ re-register ‘ your headset with
the base unit. To ‘ re-register ‘ your
headset with the base you simply
complete the following:
- Unplug the power adaptor.
- Place the headset into the base
unit.
- Plug the power adaptor back to
the power socket.
- All lights flash for app. 4
seconds. After this only the battery
indicator will be lit.
- Your headset should now be ready
for use.
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I have
just purchased a new GN9120 cordless
headset, I am unable to get a ring tone
in the headset. What should I do? |
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There is a
setting wheel on the side of the base
unit, the wheel has the letters A – G on
it in white. If you have the setting
wheel on the correct letter you will get
a dial tone. If you are not sure what
setting you should have it on then you
should either refer to the set-up
literature in the box OR you can contact
us on 0844 477 1630 and we will be able
to advise you. |
