In the event that a fault has occurred with your purchase from ECA Cleaning Ltd we are able to help. In order to raise a warranty case with us we do require you to complete the following short form and accept the terms and conditions of a service call.
We will aim to get your machinery returned to you as soon as possible however please note that there are processes we have to go through, some of which our out of our control. For example; transportation, reviews and sign off by the manufacturer to authorise us to complete the work, parts availability.
Please note that we are not responsible and do not pay towards any loss of earnings whilst your equipment maybe out of service.
PROCESS GUIDELINES:
STEP 1: Complete the following document in full.
STEP 2: We will contact you to discuss the fault and understand if we can offer a remote fix over the phone.
STEP 3: If the fault cannot be fixed remotely you will need to ship your equipment to us for review. Please note that you will be required to package the item safely for return, please take note of how your machine originally arrived with you as this is how return transport must take place. We cannot be held responsible for damages that happen in transport to our workshop.
STEP 4: We will report to you what the fault is, whether it is under warranty and an estimated time for the repair. If the fault is not covered by warranty we will supply you with an estimate.
STEP 5: Any out of warranty charges are paid by the customer.
STEP 6: We return your equipment to you.
CARRIAGE CHARGES
Should the fault be categorised as either out of warranty, or no fault could be found, you will be responsible for the return carriage, this is charged at the following rate;
- Items Shipped via ParcelForce: £21 inc VAT
- Items Shipped via Pallet Courier: £150 inc VAT
- You will have to supply the pallet and ensure it is fixed correctly.
Items will not be returned until any balance for the repair including shipping has been paid in full.
WARRANTY COVERAGE
Please ensure that you have read the details of the manufacturers warranty in full before completing the above request. If you need a copy of the warranty details for your machine please email web@ecacleaning.co.uk with you machine make and model. Each manufacturer has their own policies that we have to adhere to in order to get the sign off on your behalf. In order to comply we may request evidence of service history for your machine, invoices to cover protectants (e.g. water softener) and evidence of original accessories being used.
As a standardised rule it can be assumed that unless otherwise stated manufacturers DO NOT cover consumable parts such as lubricants, seals, o-rings, power cables, hoses, triggers, nozzles, brushes and squeegees etc. They also only cover accessories for a period of 28 Days from purchase for manufacturing defects.
Occasionally manufacturers will request to review your machine in their own workshop, should this be the case we will organise for our machine to be shipped to them. Please note that this will be under the manufacturers timescales, we do not have influence over this.
ESCALATIONS
If you wish to escalate a decision from ECA Cleanings Ltd workshop to the manufacturer direct you are in your right to do this, if you need any of the contact details for the UK Head Office for any of the brands we support please request this via web@ecacleaning.co.uk
