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Terms and Conditions

In these terms and conditions, references to “we” and “us” are to 8Tatech, trading and known as 8Tatech. By using services provided by 8Tatech, you are entering into a contract with us. The terms below set out our obligations to you and what you are agreeing to. We accept that we have a Duty of Care to exercise Due Diligence in the performance of our Services.

 

The following Terms and Conditions take this obligation into account.

COMPLAINTS HANDLING POLICY

OUR POLICY

8Tatech is committed to providing the highest levels of care to all our customers. If you are in any way dissatisfied with our products and/or services, then please let us know as soon as possible. This will help us to

continually improve our service to you.

 

What to do if you have a complaint:

 

Please contact us at support@tatech,com detailing the nature of your complaint. We would ask you to provide your contact details, and indicate your preferred method of communication, e.g., telephone, email.

 

OUR COMPLAINTS PROCEDURE

 

Complaints can be made by email, or telephone. We will acknowledge receipt of your complaint, using your preferred method

of communication, within three working days. We take all complaints seriously and aim to address your concerns thoroughly, promptly, and politely.

 

Complaints should normally be directed to the member of staff with whom you have been dealing, to allow them to explain what actions have been taken and to help resolve your concerns. We aim to resolve all customer complaints as quickly as possible. The length

of time will depend on the issues. involved. If it is not possible to reach a prompt conclusion, we will contact you with an explanation, and set out expected timescales by which matters should be resolved.

Any correspondence will be treated in confidence. An exception will be made

if a third party is implicated by your complaint, and we need to discuss the details of your issue with them to reach a satisfactory conclusion

Repair service

 

IMPORTANT:

 

You are responsible for ensuring that you have backed up (made a usable copy of) all data on your computer or device before we access your system. We cannot be held responsible for any loss of data, pictures, media, information, software or programs on your computer or device. If you have not made any backups of your data, then we can do this for you by prior arrangement.

 

Please contact us as soon as possible to arrange for your data to be backed up before we start work on your computer or device. Please note, mechanical failure of your hard disk, SSD or other components attached to your computer/device can occur without warning during our intensive diagnostics process. Virus and Malware infections can also damage your data and could lead to unpredictable problems which could then result in data loss. For some repairs / services, we may need to re-install your operating system.

This involves reformatting your hard disk and re-installing the operating system. This reverts your computer/device back to the point when your computer was first purchased (all personal data files will be erased). We will contact you prior to doing this but if you require your data to be backed up prior to the reformat (and restored back to your computer once the operating system has been re-installed), please let us know. There will be additional charges associated with this service.

ON-SITE REPAIRS AND SERVICES

 

If you book an on-site repair technician appointment, we will need the following at the time of appointment:

 

• Full access to the equipment being repaired.

• Electricity mains power & lighting

• Your agreement to follow our reasonable instructions

• A responsible adult aged 18 or over to be present during the visit

 

REMOTE REPAIR

Some issues are not feasibly capable of resolution remotely, but we will use reasonable amounts of skill and care to rectify problems that you have reported to us. It may be necessary for your computer equipment to be delivered to our workshop to resolve your problem, but we will talk about all available options at the time of the remote repair session.

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ONE YEAR WARRANTY

 

Our Warranty’s and/or Guarantees are not underwritten by a third-party insurance policy. Unless stated, all new hardware carries a one-year hardware warranty on parts. Software repairs carry a 30-day. warranty on labour charges. If in the unlikely event of the same software problem reoccurring or, any other fault

(Which is related to the service provided) we will either try again to fix the problem at no extra charge or, if we cannot fix the problem, we will refund your payment in full for the services performed.

 

This excludes:

• faults caused by the failure of other hardware components

• software which occurs after the repair has taken place

• faults caused due to incorrect use of software

• downloaded material

• virus and malware infections

• faults arising from accidental damage or incorrect use of the product

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