MEMBER BENEFIT SERVICES
DIGITAL VIEWING EQUIPMENT REPAIR
1. |
MEMBER BENEFIT |
| 1.1 | This Membership benefit is a discretionary benefit available for all members of our club after initial 3 months of membership. Subject to engineer coverage in your area - please contact us to find out if we cover your area. |
| 1.2 | This Membership benefit includes all technical aspects of the equipment. When required this includes the priority provision of normally on the spot repairs to your Digital Viewing Equipment ("Equipment") with free call out and repair charges on a stand-by basis in the event of a breakdown caused by a mechanical or electrical fault with your equipment. |
| 1.3 | Your Membership repair benefit will include your personal equipment at the address shown on your membership certificate, unless we are informed of a permanent change of address. |
| 1.4 | In the event of a mechanical or electrical breakdown of this equipment becoming apparent, you should tell us by ringing 0844 310 5657. |
| 1.5 | All call out and repair charges will be included. There is no maximum number of service calls. The items included under this benefit are:
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| 1.6 | We will not provide services if you are behind in payment of your membership subscriptions. |
2. |
HELPLINE |
| 2.1 | We provide a telephone helpline offering help and assistance during normal office hours in respect of your Membership. First we will try to diagnose and fix common failures for you immediately over the phone through our customer care centre or in-house team of technicians. This helpline may be automated from time to time. |
| 2.2 | You can also go through our Technical Support page trying to fix your malfunction yourself by following our guidance notes. |
3. |
ENGINEER CALL OUTS |
| 3.1 | If, after telephoning our Members helpline, we agree to send an engineer to visit you to repair your system, we aim to send him to you within 36 working hours of that decision. This time limit is not guaranteed but it is our aim to meet this service standard whenever reasonably practicable. |
| 3.2 | Our engineers have been instructed to complete each service call on their first visit in a professional way. But it may, under certain circumstances, be passed to another team, keeping in view the nature of the fault or other surrounding circumstances, which could result in repair taking place slightly later than would normally be the case. |
| 3.3 | For security and insurance purposes our engineers are not allowed to enter any unattended premises or premises not attended by an authorised representative of the member who is over the age of 18 or to reach any satellite dishes that are classed as 'Special Heights'. |
4. |
REPAIR OR REPLACEMENT |
| 4.1 | If your equipment cannot be repaired, then we may in our absolute discretion, provide you with replacement equipment. No guarantee can be made of the make/model of such equipment, but the replacement equipment will have equal functions with the faulty one and may not be aesthetically the same. We also cannot guarantee if such replacement will be provided with a new or repaired component. All repair or replacement parts/box/boxes are subject to availability. If a particular box or part which needs to be replaced is out of stock, vCare will not be responsible for the delay in its repair/replacement. A replacement box/equipment, however, shall be supplied to ensure standard viewing till the faulty item is replaced/repaired. (Changing a recordable set top box will result in loss of recordings.) |
| 4.2 | We aim to repair or replace faulty equipment as soon as possible. However, vCare will not be responsible for the delay in its repair/replacement. Line of sight problems can only be repaired using the equipment that you already have, and if there is a suitable alternative position for your satellite dish. Any additional equipment needed such as extra poles and brackets are chargeable and available with the discounted rates. |
| 4.3 | We will not provide services if you are behind in payment of your membership subscriptions. |
5. |
Exclusions |
| 5.1 | Unfortunately, we cannot provide repairs or replacements to Equipment under your membership agreement for faults arising from or in the event of: |
| 5.1.1 | The Equipment being recalled by any supplier or manufacturer due to a generic manufacturing defect or any other reason. |
| 5.1.2 | Any non-standard modification of the Equipment including (without limitation) any non-standard upgrade or addition of any non-standard accessories. |
| 5.1.3 | Your failure to follow the Equipment operating instructions or remote control programming instructions or further instructions given by us from time to time or at the time of a problem being reported to us. |
| 5.1.4 | Accidental damage of any kind (but this may be supported by our membership discount rates to purchase new equipment). |
| 5.1.5 | Weather conditions damage (but this may be supported by our membership discount rates to purchase new equipment). |
| 5.1.6 | Theft, attempted theft, intentional or malicious damage. |
| 5.1.7 | Equipment that had never worked following installation because it was not properly installed according to standard guidelines. |
| 5.1.8 | Equipment previously repaired to a lower than acceptable standard. |
| 5.1.9 | Signal loss due to trees, objects covering the line of sight. If your dish needs moving from its current location in order to receive the satellite signals, the customer will be offered discounted member's rates. |
| 5.1.10 | Dish re-site/Non-standard brackets such as T & K's. |
| 5.1.11 | Any loss, damage or failure which occurred before joining our Membership. |
| 5.1.12 | Sky+HD 1 TB, 1.5TB, 2TB boxes or any box which has been upgraded to a larger hard disc drive than standard. |
| 5.2 | The membership repair benefit does not include: |
| 5.2.1 | Any equipment which is not working in accordance with the manufacturer's specification when you first qualify for this benefit unless such an existing fault is notified to us at the time and has been accepted. |
| 5.2.2 | Faults occurring within your system while your membership services are not operational which is any period where no subscription payment is received for that period. |
| 5.2.3 | Loss of programs saved to the hard drive of a Sky+ box or Sky HD Box. Loss or damage to viewing cards. |
| 5.2.4 | Components of integrated digital televisions (IDTV's). |
| 5.2.5 | Any part of a system that is not wholly owned by you such as a communal dish or distribution system. |
| 5.2.6 | The costs of accessing cables within the fabric or construction of a wall or building. |
| 5.2.7 | Engineer's call outs to faulty remote controls or magic eyes or components that are intended to be replaceable such as fuses and batteries. These are postal replacement items only subject to our receipt of the faulty item or payment of a refundable deposit. |
| 5.2.8 | Moving home (but this may be supported by our membership discount rates). |
| 5.2.9 | TV, DVD/,Video player, Blueray, DVR, PVR. Freesat, Freeview and TV remote controls. |
| 5.2.10 | No fault being found with your equipment upon onsite visit. |
| 5.2.11 | Cosmetic damage such as dents, paintwork, scratches, rust, corrosion or leakage of batteries and fuses. |
| 5.3 | Membership considerations |
| 5.3.1 | Unfortunately, we cannot be responsible for service delays or failures which are caused as a result of any unforeseen or unusual circumstance beyond our control or for acts or orders of government or authority, acts of BSkyB, other legal remedy, market or equipment shortages, fuel shortages, bad weather or driving conditions, default of contractors or subcontractors. |
| 5.3.2 | If in the opinion of vCare Save Club a repair is out side of the scope of the vCare membership criteria, then vCare reserve the right to terminate the agreement and make any refunds that it deems appropriate. |
| 5.3.3 | vCare save club is a membership organization which endeavour to supply excellent service at an affordable price, however for some non standard installations we may choose to either exercise our right as a discretionary benefit to you (as per 6.3.2) or to limit our liability to £150. |
| 5.3.4 | On replacement of a set top box, the old/faulty set top box becomes the sole property of vCare Saver Club, and as such the engineer who has swapped the set top box becomes sole custodian of the box until vCare arrange collection from them. The engineer does not have the authority to leave, sell, or hand the set top box back to the member for reward or any other reason. |
| 5.3.5 | The decision of vCare is final. If you do not agree with a vCare decision, then you can appeal it in writing by sending a letter to: Customer Services Manager vCare Saver Club Chandos Business Centre 87 Warwick Street Royal Leamington Spa CV32 4RJ VCare endeavours to treat each customer experience with the same utmost respect, professionalism and courtesy. However in order to keep membership fees to a competitive level we do have to make some decisions on a case by case basis. |
