Customer Service Information
Contents
1. Please contact the manufacturers or our Customer Services Team within 7 days of delivery for this to be rectified l have not registered my warranty does this affect me All warranty s need to be registered by the customer within 28 days of delivery If this is not done then it may cause delays in the manufacturer s ability to resolve any warranty issues should they arise If you are still having problems or for details of our returns procedure please refer to page 14 Returns Procedure Unwanted Returns To return an unwanted item it is not necessary to call our Customer Service line to return the product We will accept all unwanted returns within a 7 day period of the product being delivered to you All you need to do is complete the online return form at www buyitdirect co uk returns Once the return has been authorised we will e mail you instructions on what to do next Once we receive your form we will send you a RMA number which you will need to attach to the outside of the packaging We then ask you to send your unwanted product back to us We strongly recommend that you return your products by registered post or courier and obtain sufficient insurance to cover the value of the product should it go missing in transit Buy It Direct are not liable for any return shipping costs for unwanted items All unwanted returns must be in pristine condition with seals unbroken or the return may be rejected Not applicable to Busines2. have included a list of manufacturer support numbers within this booklet I don t seem to be able to get my appliance clean Different surfaces need to be cleaned in different ways Some surfaces may need specific cleaning materials Usually these are recommended by the manufacturer have purchased a frost free freezer but it seems to be frosting up What should do This may be due to overcrowding of the area surrounding the internal fan or where packaging is touching the freezer walls Try to take some items out to maximise the air flow as this is the means by which the frost free feature works If this does not work please refer to the manufacturer under the terms of your warranty My dishwasher washer is leaking Firstly check the water connection pipes these appliances are fitted with an anti leak protector the connection may not be tightened enough Once you have eliminated this as a cause then please contact the manufacturer who will be able to assist My appliance has turned up white or blue this is not the colour ordered Firstly check this is not a protective covering some items are covered in a blue or white plastic film to protect the unit from damage during transit If this is the case you will be able to peel away this cover If after checking this you have received the wrong colour unit then please contact our Customer Service team by emessage I seem to have something missing from my appliance i e tray shelf
3. on your SKY box to find out how to set up your remote so you can control the basic TV functions with it have not received the paperwork for my Extended Warranty It can take up to 30 days after delivery of your order for the policy to arrive as this has to be issued by the insurers If you are still having problems or for details of our returns procedure please refer to page 14 Consumer Electronics Technical Support amp Warranty Information If you experience a hardware problem we recommend you contact the manufacturer directly to obtain support and fault diagnosis These contact details can be found below For the most up to date information check the FAQ section of our website A OF D AL PHOTO FRA Fuji 0844 553 2323 Hewlett Packard 0845 161 0030 Kodak 0855 599 501 Sony 0870 511 1999 Panasonic 0844 844 3852 Toshiba 0844 856 0730 Sanyo 0192 324 6363 Panasonic 0844 844 3852 Sony 0870 5111 999 Philips 0800 331 6015 Toshiba 0844 856 0730 Samsung 0845 726 7864 f O A D2 A OR Fujifilm 0844 553 2323 Apple 0844 209 0611 Kodak 0855 599 501 Belkin 0193 335 2000 Nikon 0330 123 0932 Gear 4 0149 443 5530 Olympus 0800 671 08300 Logitech 0203 024 8159 Panasonic 0844 844 3852 Panasonic 0844 844 3852 Pentax 0178 275 3350 Targus 0207 744 0330 Samsung 0845 726 7864 plo Sony 0870 511 1999 Logic3 0192 347 1000 e Panasonic 0844 844 3852 Panasonic 0844 844 3852 Philips 0800 331 6015 S
4. Customer Service Information IMPORTANT INFORMATION ABOUT YOUR PURCHASE Please read this important documentation before using your new purchase Contents Laptops Desktops Monitors amp Printers TVs Consumer Electronics Air Conditioning CCTV Household Appliances Returns Contact Information page 3 page 7 page 9 page 10 page 11 page 12 page 14 page 15 Checking your order Please examine your goods thoroughly upon receipt If your goods have been damaged in transit this must be reported to us within 48 hours of delivery After this time we cannot accept responsibility for damage to the goods We also recommend that you keep your packaging for a minimum of 14 days l think am missing part of my order what should I do Don t panic Depending on product availability we often ship orders from separate warehouses This sometimes results in deliveries being split and part of the order arriving a day or so later You can check the full status of your order via our order tracking service at www buyitdirect co uk vieworder If you think part of a product is missing e g cable power supply or remote control please report this as soon as possible to the customer service team via our e messaging service All products except where specified come with a direct manufacturer warranty Technical support is provided by the manufacturer In order to get the quickest resolution to any technical issue
5. ake sure that the BNC to VGA convertor is connected properly with the monitor and the monitor has power See below for a full CCTV setup have 16 cameras but my monitor is only displaying 4 The view mode needs to be changed on the DVR by pressing Button wish to back up my DVR on disc but when attempt this the DVR does not recognise the disc Check the type of CD DVD you are using All our DVRs only support CD R DVD R format One of my cameras is not working Try swapping the BNC Cable the power supply and the DVR input port of a working camera to identify the fault Appliances Technical Support amp Warranty Information All Appliances come with a direct to manufacturer warranty Technical support is provided by the manufacturer In order to get the quickest resolution to any technical issue with your product we recommend you contact the relevant manufacturer support number Manufacturers have dedicated and experienced support teams who are familiar with their specific products and are best placed to help you if you have a problem This does not affect your statutory rights For the most up to date information check the FAO section of our website ALL APPLIANCE CATEGORIES Admiral Maytag 0844 499 0101 Franke 0178 259 9258 AEG 0844 561 0561 Gorenje 0208 247 3980 Amana Maytag 0844 499 0101 Hotpoint 0844 824 1999 BAUMATIC 0118 933 69 00 Hoo
6. an Disk 0207 365 4193 Sony 0870 511 1999 Sony 0870 511 1999 PLA Verbatim 0178 443 9781 Apple 0844 209 0611 DAB RAD Archos 0238 083 9259 Revo 0155 566 6161 Sony 0870 511 1999 Tom Tom 0845 161 0009 If you are still having problems or for details of our returns procedure please refer to page 14 Air Conditioning amp Dehumidifiers Technical Support amp Warranty Information If you experience a hardware problem please contact our technical support number 0871 971 0079 For details of our returns procedure please refer to page 14 Common Technical Queries TOP TIP most of the Air conditioning units vent moisture out of the hose along with the hot air and therefore do not need to be emptied The hose is too short can extend it No they are designed to be a certain length Extending it will cause excess heat to back up in the unit impairing its efficiency If put the hose out of a window or door then won t be able to close it Will this affect performance No some fresh air is a good idea as Air Conditioners just filter and cool the air meaning some rooms may become oxygen deprived Will the Air Conditioner work as a dehumidifier as well without cooling Yes although you will still have to set the temperature Most units have a range from 18 30 degrees C I can t find some of the accessories Check the condenser tray as they are often stored here for transport CCTV Technical Support amp Warranty Informat
7. an be downloaded from the manufacturer s website Can I upgrade the memory on my Laptop Yes Most laptops can have their memory upgraded please call our sales team to discuss your requirements We can ship the memory upgrade to your or arrange for one of our technicians to carry out the installation in house Why is the seal on my laptop broken In our technical department we randomly check laptops for quality control reasons We can assure you this will be a brand new unit haven t received a user manual with my laptop Can you send me one Most laptops are only supplied with a quick start guide To view or download the full user manual please visit the manufacturers website Here are some common inputs you will see on the back of your monitor Power Cable DVI Input RGB Input l have started up my printer but it is already saying my ink toner is running low Printers ship with approximately 40 full ink toner as standard If you purchase another set of ink for your printer within 7 days of purchasing it we will give you free delivery for the Ink If you are still having problems or for details of our returns procedure please refer to page 14 TVs Technical Support amp Warranty Information If you experience a hardware problem we recommend you contact the manufacturer directly to obtain support and fault diagnosis Contact details can be found below For the most up to date information check the FAQ section of our
8. at the processor runs cooler It automatically speeds up when needed e g when starting a game If the processor does not speed up when starting a programme please contact our customer service team My LCD display has a bright dark coloured dot on the screen Is it faulty No the screen on a TFT is made up of thousands of tiny pixels Occasionally one of these pixels gets stuck and will appear on the screen as a BRIGHT DARK or COLOURED DOT This does not mean that the screen is faulty Most manufacturers issue guidelines for the acceptable number of stuck pixels We will only accept returns for TFT products with stuck pixels if the number of stuck pixels exceeds the manufacturer s guidelines Please refer to the individual manufacturer s websites for guidelines Why does my Memory RAM appear to be less than I bought This is normal Many laptops have integrated graphics chips which share the RAM For example if you have 1024MB of RAM on your laptop and the graphics chip uses 256MB then your laptop will show only 768MB If you have purchased a laptop with AGB of RAM and a 32bit Operating System e g Windows XP or Vista 32 bit then your system will report between 3 2 and 3 6GB of Memory in system properties This is a limitation of the Operating System and completely normal Where can find bundled software such as DVD software and Norton Anti Virus Software packages not pre installed can be found on the included CD DVD media or c
9. e sticker looks torn It has a tamper proof design which means any attempt at removing it results in damage to the sticker It may look torn or broken already but that actually prevents it from being removed On new laptops these stickers can look damaged however this is perfectly normal My keyboard produces double quotes when press the button Your keyboard is set to the USA Keyboard Setting To change to the UK Keyboard Setting Vista amp Windows 7 1 Click on Start then Control Panel 2 Inthe pick a category menu select Change Keyboards or other input methods 3 In the right hand column click Add follow XP instructions from step 4 Microsoft XP 1 Click on Start then Control Panel 2 Inthe pick a category menu select Date Time Language and regional Options 3 Inthe pick a task option select Add other languages 4 Within the languages tab select the Details button 5 Select the Add button 6 Change the input language option to English UK then press OK 7 Delete the United States keyboard by selecting Remove This should automatically set the English UK as the default 8 Explore the other tabs at the top of the window to ensure all other options are set to English UK 9 Now select OK If an error message shows saying the keyboard cannot be removed click OK and it will take affect when you reboot 10 Reboot to ensure keyboard layout has
10. ion If you experience a hardware problem please contact our technical support number 0844 412 4999 GEOVISION 0906 950 0915 state that you are an IViewCameras customer ZEDCAM 0845 017 5193 state that you are an ViewCameras customer For details of our returns procedure please refer to page 14 My IR Camera does not show anything in the dark Check the power adapter 90 of faults are due to the wrong power adaptor being used e For Cameras that are not IR order 500mA e For IR Cameras order 1 25 1 Amp e For Large Cameras order 2 5 amps Other reasons for this fault e The power supply is old and needs replacing Older power supplies may no longer have sufficient power to support the LEDS current draw e The sensor that switches between day and night visions on the front may be covered with dirt The sensor may be faulty e ifthe RG59 cable is greater than 40 metres in length the camera will require a higher rated power supply For example ifyou are currently using a 1 5 amp supply you need to use a 2 amp supply The DVR reboots randomly showing a NO HDD message on the top right of the screen In 90 of cases this is due to a hard drive fault Make sure the hard drive is connected properly If you have a spare hard drive try swapping the hard drive In the case of a faulty hard drive or DVR unit please follow the returns procedure There is no display on the monitor This may be because the system has not been correctly set up M
11. ome tuners do not automatically tune in You may have to do this individually with each tuner via the menu options If having tuned in the digital tuner you are still experiencing problems either receiving only a few Freeview channels or none at all it would be advisable to get your aerial checked out as it may need upgrading to receive digital TV correctly It is also worth checking the Freeview coverage in your area which you can do at www freeview co uk My TV flickers when watching 1080p full HD devices such as a Blu Ray player If your TV is HD ready 720p rather than Full HD 1080p you will need to set the device to output at 720p 1080i this should resolve the problem My TV picture when watching SKY is not as good as had hoped Connect your TV to the SKY box with a full 21pin SCART cable Set the output mode of your SKY box to RGB under Picture Settings This will improve the picture quality if you have previously had the box set to PAL mode If you have SKY HD use an HDMI cable and the box will auto configure the output to the correct format The light on my TV stays on all the time even when turned off does this use power Most TVs now use less than 1w per hour in standby mode If your set does not have a separate power switch you may need to switch the power off at the socket to eliminate power usage entirely I cannot find the code for my SKY remote to get it to control my TV Use the interactive guide
12. or the best possible price For more informatrion please call our sales staff on O844 893 7998 or visit www buyitdirect co uR serviceplans 0844 893 7998 www buyitdirect co uR serviceplans
13. pdates from Microsoft s website To minimise any risk to your computer do this before visiting any other sites on the Internet 2 Check your Anti Virus software Most laptops are supplied with no Anti Virus protection or a short term trial offer We strongly advise you buy a full 12 month license for virus protection from a trusted manufacturer We recommend F Secure Anti virus as a cost effective solution 3 Register your new laptop with the manufacturer This makes obtaining support easier if you experience a problem in the future Many manufacturers also offer additional support benefits for doing so 4 Create Recovery Disks If you have not purchased recovery disks with your laptop we suggest that you create a set so that you can restore your laptop to factory default settings should you ever need to re install your operating system Common Technical Queries How to connect my notebook to an existing wireless network For Windows Vista and Windows 7 1 Right click the wireless icon located in the bottom right corner of the display Click Connect to a network Scroll through the list to find your existing network Enter your network key and click Next This should establish a connection le es I can t find my 14 digit Certificate of Authenticity The 14 digit Certificate of Authenticity is located on the Product Key for your operating system and is directly above the 25 digit serial number My Windows Licenc
14. r customer service database and are queued to be answered in order of receipt by our customer services team You can use the e messaging service by visiting www buyitdirect co uk emessages For other enquiries please use one of the numbers below Sales and Pre Sales 0844 412 4508 Payment Issues Accounts 0871 750 2960 Schools and Colleges 0844 412 4552 Corporate Trade 0844 412 4513 Sales Fax 0844 412 4567 UCOVeT warranties without the small print Cover your laptop or TV from just 7p a day A new laptop or TV is a significant investment Make sure you re protected with one of our comprehensive Extended Warranties which provide additional protection when your manufacturer s warranty expires From as little as 49 97 you can ensure you are fully protected against electronic or mechanical failure In the event of a Fault we will arrange a repair and if your purchase can t be repaired we ll provide a replacement Our Insurance products cover you for accidental damage theft and fire This service is completely independent of your home insurance so there s no excess to pay and IF you claim it won t affect your premium Our Warranties amp Insurance are underwritten by Fortis one of the UK s leading insurance providers Fortis have over a decade of insurance experience and have been nationally recognised as General Insurer of the Year at the British Insurance Awards We re committed to delivering you total peace of mind f
15. s customers purchases made at the Sales Counter or insurance replacements p p Faulty Goods If you suspect a fault with your product please call the manufacturer s technical helpline Numbers all provided on earlier pages in the booklet This initial call may enable them to resolve the fault and save you time by preventing an unnecessary return If the fault is confirmed and your product is less than 28 days old we will replace the item for you Please fill in an online return form at www buyitdirect co uk returns Once the return has been authorised we will send you an e mail with instructions on what to do next If the fault is over 28 days old the product will be covered by the manufacturer s guarantee Please call them to arrange a speedy collection and repair of your unit In most instances manufacturer repairs can take up to 28 day depending on the complexity of the problem The warranty period depends on the manufacturer and commences from the date of delivery The above does not affect your statutory rights the guarantee excludes faults caused by misuse neglect or accidental damage or software batteries and other perishable consumable items are also excluded Full terms and conditions of our Returns Policies are available on our website at www buyitdirect co uk content customerservice Contact Details The easiest way to contact us is via our online e messaging system Queries posted on this system link directly into ou
16. taken effect Screen Brightness f your screen is dim or off when your notebook is switched on check that the system hasn t gone into standby To optimise battery life it is wise to dim the screen brightness as this accounts for a significant percentage of your notebook s overall power requirement Some models do this automatically when away from the mains power but it may be necessary to do this manually For most simply hold the Function Key FN in the bottom left of the keyboard whilst pressing the appropriate function key at the top of the eyboard usually indicated by an outline of a sun Please refer to the user manual if the key isn t marked My Hard Drive size appears to be considerably smaller than ordered It is standard practice for laptop manufacturers to partition the hard drive For example your system may have a 320GB drive split between the C drive 120GB and the D drive 200GB The majority of laptops also have a hidden restore partition which takes between 5 and 10 GB of hard drive space This enables a full restore back to factory defaults if necessary Why does System Properties show the CPU is running at a slower speed MHz than the laptop specification This applies to AMD processors The reason why the system properties shows the CPU running at a slower MHz is because of something called cool amp quiet a setting found in the BIOS Cool and quiet slows down the processor when it is idle so th
17. ver 0120 455 6113 Beko 0845 600 4904 Indesit 0870 906 0 060 Belling 0871 222 2502 Leisure 0845 600 4916 Bosch 0870 567 891 Liebherr 0844 4122 655 Britannia 125 347 111 LG 0870 873 5454 Candy 120 455 611 Miele 0845 330 2660 Cannon 44 824 1999 Maytag 0844 499 0101 CDA 194 986 2012 Neff 0870 567 8910 Creda 44 824 1999 Rangemaster 0115 946 4000 De Dietrich 0125 630 8067 Rosieres Hoover Candy 01204556113 Elica 01252351111 Samsung 0193 245 5000 Electrolux 0870 582 2886 smeg 08704447083 Fagor 0870 060 3230 Stoves 0871 2222502 Falcon 0870 755 6490 Siemens 0870 567 8910 Fisher amp Paykel 0845 600 1934 Zanussi 0870 582 2886 Common Technical Queries My appliance does not seem to be working correctly what should do Please refer to the user manual to check that you are attempting to operate your appliance correctly Many appliances have initial setup steps that must be carried out prior to their first use The user manual will more than likely have appliance specific troubleshooting tips that will assist you in solving the majority of problems without the need for external assistance If having followed these instructions correctly you are still experiencing difficulties the best course of action would be to call the manufacturer support line that is provided with your appliance They will guide you through the problem over the phone or arrange for an engineer to come out under warranty In the event that you cannot find this number we
18. website BRACKETS STANDS Alphason 0845 130 6686 Alphason 0845 130 6686 AVF 0195 267 0009 LG 0844 847 5454 Gear 4 0149 443 5530 Panasonic 0844 844 3852 Raw International 0208 342 3262 Raw International 0208 342 3262 Samsung 0845 726 7864 Vogels 0330 202 0980 Vogel 0330 202 0980 LCD CABLES LG 0844 847 5454 Alphason 0845 130 6686 Pansonic 0844 844 3852 Bandridge 0192 320 5605 Philips 0800 331 6015 Cables To Go 0800 328 2916 Samsung 0845 726 7864 LG 0844 847 5454 Sharp 08705 274 277 Panasonic 0844 844 3852 Sony 0845 6000 124 QED 0127 950 1111 Toshiba 0844 847 8944 HOME CINEMA PLASMA LG 0844 847 5454 LG 0844 847 5454 Panasonic 0844 844 3852 Panasonic 0844 844 3852 Samsung 0845 726 7864 Samsung 0845 726 7864 Sony 0845 600 0124 PVR FREESAT INSTALLATION Apple 0844 209 0611 Euro Aerials 0142 356 0022 UNIVERSAL REMOTE Martin Dawes 0192 555 5000 Logitech 0175 387 0900 Common Technical Queries Can my TV be wall mounted Nearly all TVs can be wall mounted with the exception of some smaller TVs Before trying to mount large TVs make sure your wall can take the load It is worthwhile getting a builder to check first especially if you are thinking of mounting a TV on to a stud wall For advice on choosing a suitable wall mount please contact our Sales Team on 0844 412 4600 I can t get all the channels I should All new TVs have both analogue amp digital tuners installed S
19. with your product we recommend you contact the relevant manufacturer support number Manufacturers have dedicated and experienced support teams who are familiar with their specific products and are best placed to help if you have a problem For many products you can extend your warranty and support cover for up to three years ALL WARRANTIES NEED TO BE REGISTERED WITHIN 30 DAYS OF PURCHASE Please call our Sales team on 0844 412 4508 to enquire about warranty extensions NO Laptops Desktops Monitors amp Printers Technical Support amp Warranty Information If you have a hardware problem we recommend you contact the manufacturer directly to obtain support and fault diagnosis These contact details can be found below For the most up to date information check the Customer Service section of our website APTOP PC A el O Acer 0871 760 1000 Logitech 0173 5870 900 Acer Ireland 0818 202 210 Lynx 0128 2776 776 Apple 0844 209 0611 Microsoft 0844 8002 400 Apple Ireland 1850 946 191 Microsoft Product Activation 0844 800 2400 Asus 0870 120 8340 Netgear 0844 875 4000 Fujitsu Siemens 0870 243 4390 Seagate 0207 432 4618 Hewlett Packard 0844 369 0369 Symantec Norton 0870 243 1080 Lenovo 0870 608 4465 Targus 0207 744 0330 MSI 0870 820 0009 Tech Air 0167 251 9933 Panasonic 0844 844 3852 Western Digital 0080 027 5493 38 Rock Stone 0845 155 0999 Zy
20. xel 0845 122 0307 Samsung 0845 726 7864 Sweex 0844 871 6699 Sony 0870 240 2408 Crumpler 0207 370 53 61 Toshiba 0844 847 8944 Pakuma 0845 148 9231 Ve 0845 603 8128 Swiss Gear 0844 736 5333 D OP Freecom 0142 3581 020 Acer 0871 760 1000 Verbatim 0178 4439 781 Asus 0870 120 8340 Belkin 0193 335 2000 Fujitsu Siemens 0870 242 7998 Brother 0844 499 9444 Hewlett Packard 0845 161 0030 Canon 0844 369 0100 MSI 0870 820 0009 Dell 0844 444 3600 Net Voyager 0845 108 3030 Hewlett Packard 0845 161 0030 PC A el Kodak 0870 243 0270 Adobe 0207 365 0735 Konica Minolta 0870 600 0359 Belkin 0193 331 2000 Kyocera 0845 456 0456 Buffalo 0845 3511 005 Lexmark 0870 733 7100 3Com 0800 096 3266 Samsung 0845 726 7864 D Link 0871 873 3000 Targus 020 7744 0330 F secure 0870 240 8321 Xerox 0870 873 3873 Kensington 0207 949 0119 AC Adapters PSA parts 0208 544 7317 Kingston 0193 273 8950 Adaptec 0127 6854 544 LG 0870 873 5454 Linksys 0871 200 0498 Linux 0800 043 4448 Liteon 0807 265 2401 MONITORS Acer 0871 760 1000 liyama 0844 846 0884 AG Neovo 0871 853 5853 Lenovo 0870 550 0900 Asus 0870 120 8340 LG 0844 847 5454 Belkin 0193 335 2000 Philips 0800 331 6015 Fujitsu Siemens 0870 242 7998 Samsung 0845 726 7864 Hewlett Packard 0845 161 0030 View Sonic 0207 382 8250 Protecting your Laptop Once you have set up your new laptop there are a few essential steps you should take to protect your purchase 1 Download and install all Critical U
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