Handling of defects
At Qwerty-Tech we have a dedicated team for handling defective machines. As part of our service orders we have developed a streamlined approach. If you want to have a product repaired, you can do so by sending an email to [email protected]. We kindly ask you to describe the problems with your machine clearly and, if possible, to attach photos or videos. This helps our service team respond to your request faster.
The service team will analyse your complaint thoroughly and support you in two ways:
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Remote assistance: If the problem can be solved remotely, one of our experienced employees will provide you with detailed instructions. A date and time for the remote assistance will also be agreed.
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Physical repair: If the problem cannot be solved remotely, you must send the defective machine by post to our repair department under the guidance of our service employee. This way you have one contact person for any questions or further communication.
Our goal is to get your machine working again as quickly as possible. We aim to resolve computers submitted for service within a week. In most cases we can even arrive at a solution within 2 to 3 working days.
It is important to mention that the service order itself is free, but the shipping costs of the product are for your account. However, the return shipment after repair is entirely at our expense.
*At the moment we only accept service orders by email. By phone we often cannot diagnose accurately what the problem is. For example, if your keyboard does not work, this may be related to an update problem. To investigate this and address the problem specifically, we would like to share your screen remotely.
Why do you handle it this way? **To avoid unnecessarily burdening our phone line, our department employees have the option of working efficiently remotely. Our service team is better able to analyse your complaint carefully and offer solutions when you describe the problems in writing and optionally add photos or videos. Email address is: [email protected]***If it is urgent, you can order a loan laptop here (possible at short notice). For this you can email [email protected].
