Solutions to improve the quality of life

Technical support - hints and comments from our techies

Typical questions about equipment problems and our technical team response

Connevans customer service staff are trained on a wide range of products. We do not have telephone operators so please have confidence in the first person who answers the telephone - our staff will be able to help you with most queries on the telephone, if necessary they can clarify specific points with somebody else in the team.

Note: Before discussing any equipment queries you will be asked for details as to when you purchased it from Connevans Limited, so please have details of the original invoice to hand including the postcode of the billing address. I am sure that you will understand that if we did not supply the equipment then we have no wish to get involved!

Hello, I have a problem with my equipment and I need to talk with one of your technicians.

In the first instance please discuss your query with Connevans customer services, our staff have good knowledge of the products we sell and are able to clarify specific queries with colleagues or our computer knowledge bank.

 


 

My amplifier has stopped working, can I please talk with someone to discuss it please?

If it was previously working fine and assuming you understand how the equipment works and nothing has changed (e.g. the addition of a new DVD or similar) then it is a very good guess that your equipment is faulty and needs returning for repair or replacing.

 


 

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?

Please be specific, there is a vast range of equipment that we supply. We either need the product code or perhaps recognise it from our website  catalogue - also can you please tell me when you purchased the product from Connevans? We need the invoice/advice number from when we supplied the product? (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, when purchased from Connevans Limited and your address(!) with the returned equipment - please never say 'as discussed on the telephone' because being fallible humans we may not remember!

 

Connevans Limited
Bridge House
1 Nutfield Road
Merstham, Surrey, RH1 3EB
United Kingdom
Customer Service
01737 247571
Minicom
01737 644016
Fax
01737 223475
Email
info@connevans.com
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