TERMS OF SERVICE @ MICRO FIX (last updated 25/04/2024)

 

LOCATED

38 Alcade Road, Lynnwood Glen Estate, Pretoria by appointment only

Important Information

1.       When booking-in a device, it must be done by an individual who is over the age of 18 years old.

2.       You are required to provide a consultation fee upon arrival if you’re the device owner or official identification when you are booking the device owner’s equipment in for repairs.

3.       If the device is being sent in from elsewhere via courier or POSTNET, then please ensure that we are notified prior to shipping it in on service@micro-fix.co.za so that the appropriate procedure is fulfilled.

4.       If your device has a lock code, security code, FMI (Find my iPhone), Google Lock or any other FRP (Factory Reset Protection) lock services, kindly ensure that you de-activate it before booking in your device for repairs. This will ensure that you avoid any unnecessary delays or additional costs.

5.       Your device data will not be deleted. However, please note that Micro Fix is not liable for any data loss as storage media (HDD or flash memory) are fragile. Therefore, it is crucial that you secure your data by backing up your data (if possible) before booking in your device.

6.       The physical condition of your device is always taken into consideration before any diagnostics decisions are made by our technical staff – an assessment report may be provided before we commence with thorough inspection.

What is Deemed as a Repair?

Repairing the device may include component replacement, software reloads, settings etc.

Applicable to All Repairs

1.       In order to protect your property, repaired devices will only be returned to you upon presentation of your signed job receipt.

2.       Devices must be collected by the individual whose details appear on the job card and may be accompanied with their ID book/card or valid driver's license in the absence of a job receipt. In the event that the device is collected by another person, on behalf of the aforementioned individual, the recipient must present a letter completed by the individual whose details appear on the job card. This letter must confirm the individual's authorisation to collect the device and be accompanied by a copy of both the individuals ID book/card or driver's license.

3.       Accessories (battery, charger, micro-SD card, etc.) must not be booked-in with the device unless it is required during the repair process. Micro Fix will not be held responsible for any loss of SIM card, battery, charger or any other accessory booked-in unnecessarily. Please retain your SIM card and do not book this in with the device at any time.
Please note that a charger is required for any laptop or MacBook checked in for assessment at Micro Fix. However, Micro Fix does not accept any liability in the form of replacement of such accessories booked in with the device.

4.       Micro Fix shall not accept liability for the replacement of any screen guards that may be present on a booked in device and damaged or removed during the assessment or repair process.

5.       Micro Fix shall be deemed authorised to replace parts and materials as necessary to complete the repair on checked in devices. Devices not collected within 30 days of the 1st collection notification is sent to you, shall become the property of Micro Fix. The relevant device, being owned by Micro Fix pursuant to these terms and conditions, may be sold after the aforementioned 30-day period to defray costs, including but not limited to storage costs.

6.       All repairs undertaken – except for those in respect of corrosion and/or liquid damage, cosmetic damage and other repairs that we do not offer warranty for – are guaranteed against faulty workmanship for a maximum period of 3 (three) months from the date of repair completion on the invoice and not from the point of actual collection by the client.

7.       Your device data will not be wiped at the point of book-in, but if it is required during the course of the work order it will be communicated in writing with the client. Therefore, it is your responsibility to protect and back up any information on the device that is of personal nature or of high business importance, as Micro Fix will be unable to retrieve such data once the device has been wiped.

8.       On request, Micro Fix can provide a back-up service. Such services shall attract a service fee.

9.       Micro Fix shall under no circumstances, be held responsible for any damage, loss and/or expense arising out of or connected with the manufacturer product liability, faulty design and/or latent faulty workmanship or materials in the products and/or spare parts and for any consequential and/or unforeseen losses of whatsoever nature and howsoever arising.

Booking procedure and standard repair process

1.       These repairs will be conducted as per the requirements set out by the manufacturer or industry standard practices.

2.       Micro Fix does not offer a loan device whilst the faulty equipment is booked in for diagnostics and/or repair.

3.       Micro Fix Out of Manufacturer Warranty repairs require an 'assessment cost' when a technical fault diagnosis is needed.

4.       A deposit fee 'may' be required.

5.       All out of manufacturer warranty repairs will be subject to a written quotation.

6.       Any quote for repairs shall be valid for 10 (ten) calendar days only.

7.       All approved repairs or bench fee costs will be payable by the client before the device can be released - your device will not be released until payment has been received.

8.       Devices not collected within 30 days of the 1st collection notification is sent to you, shall become the property of Micro Fix.

“Three Strikes” update policy

At Micro Fix, we understand the anticipation and concern surrounding the repair status of your device. We’re committed to ensuring transparent communication and providing you with updates at crucial stages of the repair process. To maintain efficiency and ensure timely repairs for all clients, we’ve established the following policy regarding calling for updates

           i.            First inquiry – Upon your first call for an update, we will provide you with the most recent information regarding the status of your repair. We’ll also offer an estimated timeframe for next update or the completion of the repair. We appreciate your patience and trust in our expertise.

         ii.            Second inquiry – If you feel the need to check in a second time, we’ll again provide you with the latest information and answer any questions you might have. We understand the importance of your device and appreciate your continued patience.

        iii.            Third inquiry – On a third call for updates, we’ll review your device’s status and provide detailed information on the repair progress. After this third inquiry, we kind request that you wait for our proactive update. Our team reach out to you either upon completion of the repair or if there are any significant developments.

        iv.            Fourth inquiry – In the event of a fourth call for an update, as per our policy to maintain efficient service for all clients, your device will be packaged and returned to you in its current state. This measure ensures that our team can continue to provide high-quality service to all of our clients without disruption.

Additional notes

·         Proactive communication – Micro Fix is committed to keeping you informed. We’ll proactively reach out with updates at significant milestones, such as when diagnosis is complete, when a major repair step has been finalized, or when your device is ready for pickup or shipment.

·         Policy rationale – This policy aims to streamline our communication processes, allowing our technicians to focus on quality repairs in a timely manner. Continuous inquiries can divert our teams attention, potentially leading to delays for all clients.

·         Feedback welcome – Your feedback is viral. If you have suggestions on how we can enhance our communication or any other aspect of our service, please let us know. We strive for continuous improvement.

Zero Disrespect Tolerance policy

At Micro Fix, our priority is not only to provide exceptional service but also to cultivate a respectful and professional environment for our staff and clients alike. We believe that mutual respect forms the foundation of any successful interaction. As such, we have established the following zero disrespect policy to ensure a positive experience for everyone involved.

         i.            Mutual respect – We commit to treating all our clients with respect, patience and understanding. In return, we expect our clients to interact with our team in a manner that is respectful and courteous.

        ii.            Disrespectful behaviour – Any behaviour or communication deemed disrespectful, rude, threatening or aggressive – whether in person, over the phone or through electronic means – will not be tolerated.

       iii.            Consequences of breach – If a client displays behaviour that violates this policy, their device will be immediately prepared for return, and it will be sent back in its current state. Micro Fix reserves the right to cease all interactions and services immediately in such cases.

Additional notes

·         Feedback and concerns – We understand that the repair process can be stressful, and clients may have valid concerns. We encourage open communication and feedback. If you have any concerns or are dissatisfied with any aspect of our service, please address them in a constructive manner, and we will do our best to resolve the issue.

·         Policy rationale – This policy is in place to ensure a harmonious working environment for our staff and a pleasant service experience for our clients. Respectful communication ensures that concerns are addressed more effectively, and solutions are reached more quickly.

Conclusion

At Micro Fix, we are dedicated to providing top-notch services in an atmosphere of mutual respect. Our zero-disrespect policy underscores this commitment, ensuring that every interaction reflects professionalism and courtesy. We thank you for your understanding and cooperation in upholding this standard of interaction.

Pricing Disclaimer:

1.       Prices reflected on Micro Fix website are for reference purposes only and are not final amounts.

2.       These prices exclude Insurance claims quotations or reports.

3.       Final repair quotations will be furnished to clients by the Service Centre after assessment of devices and if any additional faults are identified.

4.       Please note price excludes 15% Vat as Micro Fix is not a Vat vendor.

5.       Repairs conducted will be subject to availability of spare part(s).

6.       Prices subject to change without notice due to currency fluctuation and business requirements.

7.       Micro Fix reserves the right to change prices for products or services displayed at any time and particularly to correct pricing errors that appear. A change in pricing would not affect services that have already begun.

Governing law

These terms and conditions shall be governed by and construed in accordance with the laws of the Republic of South Africa and the courts in Pretoria