TIMEUK.COM Customer Charter
The desire to provide value for money, great customer service and friendly advice has always been the motivation behind the Time brand. We aim to get it right, first time, every time.
TimeUK.com is supported by Time UK Factory with the clear remit of delivering total customer satisfaction whilst providing great value. Our customer charter is designed to outline what level of service you can expect from TimeUK.com. We also believe an informed decision is the right decision, so have outlined as much as we can about buying from TimeUK.com.
1. Value for money
We keep our prices low by reacting quickly to changes in the market. Because you are buying direct from the factory that assembles your product, there's no middleman and you save money.
2. Price promise
At TimeUK.com we are committed to offering you our lowest possible prices. If the price of our product falls before you take delivery, we will re-imburse you the difference.
3. Trusted friendly advice
The nature of new technology means not everyone can be knowledgeable about it. We are happy to take the time to ensure you get the right product for your needs. With new technology comes new jargon, but we will endeavour to explain it in plain English.
4. Quality products
All our products are assembled according to strict guidelines, using only quality components. Stringent checks and testing make sure only high calibre products leave the Time UK factory. We have confidence in our products so any product or component that suffers the same failure within the first year of purchase will be replaced with a new product (rather than being repaired) free of charge.
5. Money back guarantee
You can choose a Time product knowing should you decide, within 14 days of receiving it, that for any reason it is not right for you, you can return it to us and get your money back in full (excluding costs for carriage). No other PC company offers this.
6. Placing your order
TimeUK.com products are only available direct from us. You can place your order on our web site or via the telephone. Our sales lines are open 9am to 6pm Monday to Friday and 9am to 1pm Saturday. Orders placed online cannot currently be purchased on Finance. Orders placed via the telephone can be purchased on Finance (Buy now pay later). We only accept orders from the UK for delivery in the UK.
7. Choosing a support package
We recommend Total Care and Support Ltd who offer a wide range of support packages and can help you choose the right one to suit your level of expertise. Choose a Total Care 'pay as you use' support package for the best value and protection.
8. Payment methods
You can pay by debit card, credit card or cheque. Buy now pay later finance is available via the telephone orders only and is subject to status.
9. Building your product
To ensure you get freshest technology we aim to keep finished stock to a minimum. This means stock is not depreciating as it does in retail stores, keeping prices lower for you. All our products are assembled according to strict guidelines, using only quality components. Stringent checks and testing make sure only high calibre products leave the TimeUK factory.
Your order will be delivered by insured courier. When your order is ready to ship we will contact you, often by text message, to inform you of the delivery. Standard UK mainland delivery charges are £39.99 for a PC or Notebook and £99.99 for a plasma television. Please contact us for non-UK mainland delivery charges.
11. Courtesy Calls / Text Message
We will call or text you prior to delivery and also call you within the first 30 days to make sure everything is all right with your purchase.
12. TimeUK.com working with Total Care and Support Ltd. TimeUK.com are experts in building consumer electronics products, Total Care and Support Ltd. are experts when it comes to after sales customer service. That's why all our after sales customer service is carried out by Total Care and Support Ltd. They have been supporting PC owners for many years and have many thousands of members.
13. After sales customer service
When your goods have been delivered, a customer service team member will contact you to make sure you are happy with everything you have received. Experience tells us if a customer needs to contact us it will be with a set up question - for this reason we have a one stop phone number available for the first 30 days charged at the national rate. After 30 days, if you choose not to take out a support package, telephone support is charged at £1 per minute. Customer service lines are open 9am to 6pm Monday to Friday
14. Technical support
The Total Care technical support team are some of the most experienced in the industry. They talk to people like you with questions like yours everyday. They are all highly trained on Microsoft, Intel, AMD and other major products. Within the first 30 days access to the technical team is via the one stop number charged at national rate. After 30 days, if you choose not to take out a support package, telephone support is charged at £1 per minute. Technical support is available 24 hours a day, 7 days a week.
All Time products come with a 1-year return-to-base parts warranty as standard, provided by Total Care and Support Ltd. A range of extended parts and labour warranties is available from Total Care and Support Ltd, as are combined warranty and support packages.
Today's technology is more reliable than ever, however things can still go wrong. In the unlikely event your product needs to be returned, Total Care and Support Ltd. will handle the process smoothly and quickly. You will need to contact them by telephone and they will issue you with an RMA number (RMA numbers are valid for 14 days only). They will then arrange, on a day convenient for you, for an insured courier to collect your product.
17. Upgrades and repairs
Upgrades and repairs are carried out by qualified engineers to the highest standard. Burn-in tests and quality checks are carried out before returning your product, on a day convenient for you, by insured courier. Many Total Care and Support Ltd. support packages include labour charge free upgrades.
18. Our relationship
At TimeUK.com we value your custom. Our first commitment is to provide value for money, great customer service and friendly advice. We appreciate the customer is king and are keen to ensure the experiences you have with your Time product are enjoyable and rewarding. We insist on high standards from the TimeUK factory as well as our key component and support partners. We want you to have the confidence to recommend TimeUK.com and like the many Time owners that have done so before you - buy Time again.