Important Information:
Before filling out the below form and sending your equipment to Jands Service Department, please ensure you read the following points to avoid disappointment and additional charges:
- All repairs must obtain a Call / Repair Number to have the equipment fixed.
- How to obtain a Call / Repair Number?
Please fill out the form below and Service will contact you with your Call / Repair Number.
Alternately, you can call Jands Service on (02) 9582 0909 or email repairs@jands.com.au and ensure the
following information is stated:
- Account number if applicable;
- Brand / Model of item being returned;
- Serial number—especially if claiming warranty;
- Proof of purchase (invoice—shop docket) to substantiate warranty claim;
- Detailed and accurate description of fault—insufficient fault details will experience delay and will
incur larger labour fees for time;
- Write call number on outside of package when returning to Jands Service department.
- Equipment which arrives without a call number will experience significant delays and may be returned
unrepaired if insufficient information is supplied.
- Save and back up any information stored within your unit. Jands Pty Ltd will not be responsible for lost data.
- If back up is required it MUST be stated and a fee will be charged accordingly for this service.
- In some instances it may not be possible to back up data due to the fault mode.
- Be aware inadequate fault descriptions add time and expense to your repair bill.
- Repairs with descriptions “STUFFED” or “DOESN’T WORK” will be returned unrepaired, please be specific
regarding details on how and when the fault occurred, is it repeatable, was other equipment involved, was
there a power problem, do the problems show up at a certain time of day and so on.
- Turn Around Times & Disclaimers:
- Availability of Parts: Many parts are available directly from stock, however, as a product can
potentially contain thousands of parts we do not stock everything. Most parts can be sourced from
the supplier within two to six weeks. Very urgent parts can be air freighted in at extra expense
depending on availability. Parts are usually available for 7 years after the product is obsolete.
- Workload: Whilst every attempt is made to repair an item in the shortest amount of time two to
three weeks is the normal repair turn around. At certain times of the year there may be a delay.
The urgent fee is $100.00 Inc GST payable in advance and guarantees that your repair will be
looked at within 24 hours. If it cannot be repaired within this time frame the fee will be refunded.
Same day surcharge $200.00 Inc GST.
- Age & Condition of Unit: Due to the age and condition of some equipment it may not be possible to
repair an item reliably. Usually if the repair is to cost more than 50% of the products current value
then it is deemed not economical to repair. Excessively dusty or dirty equipment incurs a cleaning
charge of $55.00. In some cases the dirt may be the cause of the failure so its removal is vital to
maintain equipment in usable condition.
- Accuracy of Reported Fault: Unless the fault is accurately reported it may not be discovered during
the allotted repair time, which can cause frustration for both the customer and the service
technician.
- Ideally all repairs should be returned in original sale packaging. If unavailable, repairs should be appropriately
repackaged following guidelines set out under How To Package Goods. If Items are not correctly packaged
the repair / service may be rejected and a Repair Rejection Fee of $105 will apply.
- For Fees & Charges click here
- Service & Repairs FAQs click here
- All incoming repairs MUST include the Call / Repair Number on the outer carton and are to be correctly
addressed. Please return defective goods to:
Jands Service
Unit 2/26 Kent Road
Mascot NSW 2020
- Please send goods to Jands Service via courier or Australia Post. If using Australia Post, we suggest you
use registered mail, which means, should it go missing in transit, you will then have a number to trace your
parcel.
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