APULJACK ENGINEERING LTD

 

01278 588 922

enquiries@apuljackengineering.co.uk

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HOME > FAQ

Frequently Asked Questions

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General

Why choose Apuljack Engineering?
What does Chartered Engineer mean?
Do you do callouts or home visits?
What are your Terms and Conditions?

Repairs

What is the turn round time on repairs or orders?
Can a repair be carried out immediately for a quicker turn round time?
What is a Standard Repair?
What is a Non-Standard Repair?
What happens if my unit has no fault?
Will the repair have a warranty?
Which part or parts should I send for repair?
Can I drop off and pick up repair?
Can I bring my Caravan/Motorhome to you?
How do I know if my Charger Unit is repairable?
Is there a customer feedback page or reviews?

Packaging and shipping

How should I package my unit?
What courier service do you use?
What courier should I use?
How does your collection service work?
What are the shipping costs?
How will I know if you have received my item for repair?

About payments

How do I pay ?
Can I pay by Bank Transfer?
Can I pay by credit card?

Contacting us

What are the office hours?
Can you be contacted outside office hours?

Technical FAQs

What is soak testing?
Do you provide technical support?



Why choose Apuljack Engineering?

Apuljack Engineering (AE) are Chartered Engineers and support staff with over 25 years experience in the Electronics design and repair industry. We have gained a reputation for resolving issues and solving problems. We specialise in circuit and component level design and development and repair with re-design. We offer electronic component replacement and actively re-engineer the printed circuit board faults resulting in a complete solution. All repairs are covered by our 1 or 2 year parts and labour warranty.

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What does Chartered Engineer mean?

A Chartered Engineer is an Engineer registered with the Engineering Council (the British regulatory body for Engineers). Contemporary Chartered Engineers must be Masters degree-qualified and have gained professional competencies through training and experience. According to the Engineering Council, Chartered Engineers "are characterised by their ability to develop appropriate solutions to engineering problems, using new or existing technologies, through innovation, creativity and change".

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Do you do callouts or home visits?

For normal repairs Apuljack Engineering do not do callouts or home visits but are happy to discuss your issues. Contact us for further information click here.

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What are your Terms and Conditions?

A full list of our Terms and Conditions can be viewed here

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What is the turn round time on repairs or orders?

Usually 10 working days for Standard Repair and Upgrade. Non-Standard Repair and Upgrade will take longer due to spending more time on the lab bench and ordering of components. Further Information click here

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Can a repair be carried out immediately for a quicker turn round time?

For an additional premium, Apuljack Engineering offers a Fast Track/Priority Service for Standard Repairs and Upgrades. This means that your order will jump the queue and offers you a much quicker turn round time with next day return courier.

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What is a Standard Repair?

A unit which has symptoms and faults with which we are familiar and can be repaired using in stock quality components and fixings are known as a Standard Repairs and can be carried out with a quick turn round time.

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What is a Non-Standard Repair?

A unit which has symptoms and faults which will need further and extensive diagnosis on the lab benches is referred to as a Non-Standard Repair. The repair will be carried out using in stock quality components and fixings but in some circumstances components may need to be ordered. Customers will be contacted if this introduces a delay in completing the repair.

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What happens if my unit has no fault ?

Sometimes after extensive investigation on the lab benches no faults are found with the unit. In these circumstances we contact the customer to discuss the situation. It helps to know all the symptoms and circumstances that are producing the faults. There are many other external factors which could easily lead to wrong fault diagnosis by the customer. It is often the case that we repair units with the pairing of control panel and fuse boards. A No Fault Found Fee is charged for the time spent on investigation.

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Will the repair have a warranty?

Apuljack Engineering Repairs and Products are covered by a 12 month warranty. Some AE Repairs undergo a Non Standard Repair & Redesign/Upgrade which will be covered by a 2 year warranty. Further information click here.

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Which part or parts should I send for repair?

Check our Products page for information, some repairs require both the control panel fascia and fuse board. If in doubt for further information click here to check Products page.

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Can I drop off and pick up repair?

Items can be dropped off for repair. It is important that your repair item generates an ORDER NUMBER from AE web site. Please fill in the details on the order form. It is best to contact us in the first instance so that we can advise you about convenient time for drop off. Once the repair is finished we will either return the unit by post or contact you about pick up date time. Further information click here.

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Can I bring my Caravan or Motorhome to you?

Apuljack Engineering is a specialist electronics business working out of labs and engineering offices. Apuljack Engineering does not have a traditional garage/workshop like dealers who carry out habitation checks/services. In certain circumstances it may be possible to visit us with your Motorhome by prior arrangement so please do not hesitate to contact us. In practice we do not do on-site long-term repairs. If in doubt about your needs then please do not hesitate to contact us to discuss the issues.

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How do I know if my Charger unit repairable?

There are two options open to customers. You can either telephone Apuljack Engineering and have a verbal confirmation as to what to do or send the Unit with Control Fascia and payment for our engineers to inspect, diagnose, repair and upgrade.

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Is there a customer feedback page or reviews?

Yes there is a Customer Feedback page. We post unsolicited feedback about our repairs and reviews about our services.
To read customer feedback page click here.

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How should I package my unit?

Pack the unit carefully by using suitable material like bubble-wrap inside a cardboard box which should be taped securely. It may help to write Fragile on the parcel. Further Information click here

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What courier service do you use?

Apuljack Engineering use different couriers depending on the nature of the parcel specifications and delivery time. Most parcels are sent by UK Mail. Customers will be sent a text or email with reference number so that the parcel can be tracked. Further information click here

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What courier should I use?

Appropriate couriers can be found using the web site www.Parcel2Go.com.

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How does your collection service work?

If you have chosen our collection service then we will arrange a collection from your chosen address and charge you for the service.  Collections are made Mon-Fri and between 07:00 and 19:00 - we are unable to specify a time for the collection.  We will book the collection for the day requested but collection dates are not guaranteed.  If collection does not occur then the customer can contact us to arrange an alternative day. We will email you a label for the parcel that you must print and firmly attach to the parcel. Customers must ensure that the parcel is correctly packed and labelled before the collection day.  If the parcel is not available for collection, incorrectly packaged, a restricted item or over sized (contact us if you are unsure what this is) then we may be charged excess charges by the courier which we will pass on to you.  We do not offer any form of insurance for this collection service.

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What are the shipping costs?

  Parcel Delivery Return cost  is normally £7.50 for standard items. Offshore, Highlands and Islands Delivery costs vary according to area. Channel Islands £14.33, Isle of Man £21.53, N. Ireland £8.83, Republic of Ireland £14.33, Scottish Highlands & Islands £14.36, Isle of Wight £16.03. All prices exclude VAT, Postage and Packaging.

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How will I know if you have received my item for repair?

When you send the unit to AE it may be possible to track the item with the carrier that you send it with. When we receive the item we only contact you if there is a Non Standard Repair which might result in a longer turn round time.

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How do I pay ?

Bank Transfer is the preferred method of payment (BACS / IBAN) but AE accept Cheques, Bankers Draft and card payments. Payment by card will not incur a surcharge. Further information click here.

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Can I pay by Bank Transfer?

Yes, this is the preferred method of payment.

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Can I pay by Credit Card?

Credit card payments are accepted which will not incur a surcharge.

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What are the office hours?

Monday - Friday 09:00-17:00, except Bank Holidays

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Can you be contacted outside office hours?

Outside office hours please leave a message and we will phone you back ASAP. Contact us for further information click here.

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What is soak testing?

Soak Testing is the term used to describe testing a unit with a significant load extended over a significant period of time to check how the unit behaves under sustained use. Essentially AE use this method to check that all the repairs and upgrades are working properly.

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Do you provide Technical Support?

At Apuljack Engineering we can provide technical support over the phone to help resolve issues. We are more than happy to form a working relationship with Dealers and Mobile Engineers.

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