The repair warranty, and what to do when an appointment has to move

Two things matter once the technician has driven away: knowing the limits of the warranty you are holding, and knowing what to do when circumstances force a booked visit to move. Both are straightforward if they are written down plainly, and both become arguments if they are left to custom. This page is written for clarity, not for cover.

What the warranty covers

A Goldy Maintenance warranty is two warranties, not one: cover on the work carried out, and cover on the part fitted. The period for each is printed on the work order with its start date, so nothing rests on memory. It covers the same fault returning in the same unit we worked on: if we brought a control board back to life and that same board fails within the period, the repair is ours to put right, labour and part, with no visit fee and no fresh inspection charge.

What it does not cover

• A new fault in a different unit we never touched, even if it shows up the next day. An older device returned to full load will sometimes reveal weakness somewhere else.
• Misuse, impact or liquid, or running the device from an unsuitable supply.
• The device being opened elsewhere after us, or the security seal we place over the access points being broken.
• Work carried out under a written reservation at your insistence, such as a provisional repair to equipment with a history of liquid damage. That reservation is recorded on the work order at the time, never produced afterwards in answer to a complaint.
• Data, in any circumstance whatsoever. Backing up before handover remains your responsibility.

How to make a claim

Call 009004 or message us with the job number and a photograph of the receipt, describe exactly what has come back, and attach a picture or clip if there is anything to see. Warranty claims take priority in our scheduling. We re-inspect first, to establish one thing: is this the same fault or a new one? If it is the same fault, cost is not discussed at all. If it turns out to be a different one, we explain why in writing and offer a fresh estimate that you are free to accept or decline. "Outside warranty" is never a phrase we use without a reason attached — the reason is part of the undertaking.

If you need to postpone

Circumstances change and we expect them to. The only rule is that you tell us early:

• Well before the appointment: call 009004 or message us with the job number, and we rebook you into the next window that suits, at no difference to you.
• On the day itself: tell us the moment you know, even an hour ahead. A technician who has not yet set off is redirected, and the window goes to another customer who is waiting.
• After the technician has arrived: the visit counts as a visit made, because the time and the travel have genuinely been spent. That is the only consequence of leaving it late.

And when a visit fails for a reason at our end — a vehicle off the road, an emergency on the job before yours — we are the ones who call, we apologise, and we offer the nearest alternative. We do not let an appointment pass in silence and explain afterwards.

If the device is at the workshop

When the work is finished we call and message you, and the device is held for the period set out in our policy before any published storage charge can begin. So if you already know you cannot collect at the agreed time, say so now and we will fix another collection slot. Devices are released only to the holder of the receipt or to the registered number on the job; if someone else is collecting on your behalf, give us their name in advance.