| Q1: |
Do all website
prices include VAT? Are there any additional fees or hidden costs? |
 |
| Q2: |
Do you offer
discounted rates for bulk purchases? |
|
| Q3: |
What warranty
do you offer with your goods & services? |
|
| Q4: |
Can you offer
credit or deferred payment for goods and services? |
|
| Q5: |
I looked
at a product a few moments ago, when I went back in to product, the
price has changed. Why has this happened? |
|
| Q6: |
How are you
able to offer your prices far more competitively than your competition?
|
|
| Q7: |
If I want
to buy something from Computermarsters, is my credit card number safe
from hackers? |
|
| Q8: |
How secure
is buying over the web / I've heard some terrible stories about other
Internet companies? |
|
| Q9: |
Once you
have my email address and personal home/business address, is it your
standard practise to send unsolicited mail? |
|
| Q10: |
How can
I pay for my order? |
|
| Q11: |
Can I call
Computermarsters to place an order? |
|
| Q12: |
If I've
placed an order on your site, am I able to amend it later? |
|
| Q13: |
If I have
a problem with a product that I have ordered from you, how do I get
help? |
|
| Q14: |
I sent a
product back for replacement. How long will it take until I get my
replacement? |
|
| Q15: |
I need to
find out more information about a product, what do you suggest? |
|
| Q16: |
What shipping
options are available to me? |
|
| Q17: |
How do I
track my open order(s)? |
|
| Q18: |
Can you ship
my order to an alternative address? |
|
| Q19: |
If I place
an order with Computermarsters will it all be dispatched together
or in bits and pieces? |
|
| Q20: |
If I am
not home when the couriers try and deliver my order what happens to
it? |
|
| Q21: |
If I place
an order over the weekend when can I expect to receive it? |
|
| Q22: |
Can you
specify a timed delivery? How long should my order take to process? |
|
| Q23: |
If I place
an order and something is out of stock what happens to the rest of
my order? |
|
| Q24: |
What is
the Time Limitation for Notification of Claims? |
|
| Q25: |
If I contact
Computermarsters by Email or telephone, when can I expect to receive
a response? |
|
| Q26: |
What is
the Customer Support opening hours? |
|
| Q27: |
What happens
if I am unable to check the contents of my goods at point of delivery? |
|
| Q28: |
I have been
sent the wrong item, how do I report this? |
|
| Q29: |
How do I
return a product to Computermarsters for replacement / refund. |
|
| Q30: |
What happens
if my order is dispatched and I cannot take receipt of it, for reasons
beyond my control? |
|
| Q31: |
What happens
if I receive my order and it is damaged, or there are items missing? |
|
| Q32: |
What happens
if our couriers confirm that they have lost my parcel? |
|
| Q33: |
What happens
if I don't receive my order within 5 working days? |
|
| Q34: |
If I buy a custom PC or a Computer Package from Computermarsters, do you supply all of the cables required to connect up all of the devices I purchase?
|
 |
| Q1: |
Do all website prices include
VAT? Are there any additional fees or hidden costs? |
|
| A1: |
Here at Computermarsters,
we try to make our website user friendly and simple to understand.
All of our prices include VAT unless otherwise stated; our checkout
pages confirm the full VAT breakdown. Our invoice sent with goods
contains a full VAT breakdown including our registration number.
Our website includes standard next day courier service rates, should
you require a timed service, the cost will not be indicated within
the website. If you require such service please call us on 08000 683
883 to arrange this facility.
|
|
| Q2: |
Do
you offer discounted rates for bulk purchases? |
|
| A2: |
All of our hardware
prices are based on a purchase quantity of one to five. If you are
buying multiple systems, or hardware in quantity, call us on 08000
683 883 to discuss any available discounts with our agents. We normally
offer a discount on bulk purchases (2 systems or more, or hardware
purchased in quantity of 6 or more). We may be able to offer a discount
on any order depending on how you intend to pay for goods.
|
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| Q3: |
What
warranty do you offer with your goods & services? |
|
| A3: |
Please refer to our
After Sales/Support Section for information relating to this matter.
This section also details our testing procedures that are carried
out before systems are despatched.
|
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| Q4: |
Can
you offer credit or deferred payment for goods and services? |
|
| A4: |
Computermarsters are
currently developing the facility to buy goods on credit terms, using
Able2Buy. This facility is not currently available but we do hope
to offer this in the near future. Why not give us a call to discuss
any options that may be available to you? Contact us to discuss this
matter further.
|
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| Q5: |
I
looked at a product a few moments ago, when I went back in to product,
the price has changed. Why has this happened? |
|
| A5: |
All of our prices are
displayed in real time, therefore whenever there is a price change
the update is immediately reflected to our website. Our system has
been written in this way so that we can provide you with the correct
information prior to you purchasing.
|
|
| Q6: |
How
are you able to offer your prices far more competitively than your
competition? |
|
| A6: |
Due to our efficient
business model and our levels of automation we are able to greatly
reduce the costs of our business, this allows us to run our business
more efficiently and pass the savings on to you as a consumer. In
addition to our website prices, we may be able to offer a further
discount by calling us on 08000 683 883 and ordering via telephone.
This mainly depends on your payment method, and the quantity you are
ordering.
|
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| Q7: |
If
I want to buy something from Computermarsters, is my credit card number
safe from hackers? |
|
| A7: |
During and after the
checkout process your credit card details are encrypted, using our
independent secure payment server. Once you reach the screen where
you enter your details you are on our secure server, after your order
is placed your credit card details are then encrypted again to prevent
anyone accessing them. This is indicated by a yellow padlock that
appears in the status bar of Internet Explorer normally.
|
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| Q8: |
How
secure is buying over the web / I've heard some terrible stories about
other Internet companies? |
|
| A8: |
If we look at the security
issue first, when you type your credit/switch card number into our
site, our web site is in secure mode. This means that the information
you type in will be encoded and our server decodes it. In layman's
terms this means that anyone "listening" to traffic en route
will be able to make no sense of the number. Our system the "Secure
Socket Layer" works, every trading web company uses it. You will
be able to tell if you are in secure mode when a little padlock appears
bottom right of your screen.
Secondly if you are a UK resident using a UK issued card for a transaction
over £100 you are automatically protected by Section 75 of the
Consumer Credit Act 1974. This means that if a trader fraudulently
charges your card for something that you did not order then the credit
card company are equally liable for the debt. In practise this means
that the credit card company would refund you for the fraudulent charge
whilst making the corresponding charge directly to us. Given the above,
in practise putting your card details into a secure Internet site
are much safer than giving them over an unsecured telephone line.
|
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| Q9: |
Once
you have my email address and personal home/business address, is it
your standard practise to send unsolicited mail? |
|
| A9: |
At Computermarsters
we work on the strict principal that our customers only receive the
things that they ask for. From the goods that you buy to the invoice
you receive. We do have an additional email based mailshot, which
we use to send details of offers to those who want to receive such
information. You may opt in/out of this service via our home page.
Furthermore once your data is with us, we will not pass it on to any
other companies.
|
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| Q10: |
How
can I pay for my order? |
|
| A10: |
Computermarsters accepts
the following debit and credit cards:- Visa, Mastercard,
Delta, Eurocard, Visa Electron,
Switch, Solo and JCB card.
We do not accept Amex or Diners Club. Cards must be registrered at
a UK address and delivery must be made to the address that the card
is registered to.
Additionally we will take these payments either online, or if you
prefer over the phone, by calling 08000 683 883.
We will also accept Private and Company Cheques as well as Direct
Bank Transfers, however we will only ship products once funds have
cleared into our account, this will usually take 3-5 working days.
If you wish to pay by this method please specify the relevant payment
type in our checkout pages online.
|
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| Q11: |
Can
I call Computermarsters to place an order? |
|
| A11: |
Generally we take most
of our orders online through the internet site, however we do have
the ability to take orders over the phone or through email should
you prefer.
|
|
| Q12: |
If
I've placed an order on your site, am I able to amend it later? |
|
| A12: |
If you're order has
already begun to be processed then generally you will not be able
to amend your order. We start work on your order the minute you hit
the checkout button, therefore amendments may not always be possible.
|
|
| Q13: |
If
I have a problem with a product that I have ordered from you, how
do I get help? |
|
| A13: |
Here at Computermarsters,
we offer free consultancy and technical support before and after purchasing.
You can email us at enquiries@computermarsters.co.uk
if you have any problems or questions you would like to discuss. If
you require technical advice this can also be obtained online, all
after sales support is available through our Support Section.
|
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| Q14: |
I
sent a product back for replacement. How long will it take until I
get my replacement? |
|
| A14: |
You should receive a
replacement or credit within 10 working days; you can get returns
progress reports through the use of the Support Section by calling
08000 683 883.
|
|
| Q15: |
I
need to find out more information about a product, what do you suggest? |
|
| A15: |
In the rare event that
you cannot find the relevant information on our site then we advise
you to visit the manufacturers site to obtain more detailed information.
Afterall they know their products better than anyone else! If you
need assistance in finding the extra information, simply call us on
08000 683 883 and we will assist you.
|
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| Q16: |
What
shipping options are available to me? |
|
| A16: |
Depending on your location
we can generally ship to you next working day so long as we have all
your items in stock or alternatively if we don't have all your items
in stock the order will be sent to you next working day as soon as
we do. If you are ordering from Northern Ireland / EIRE or the North
of Scotland then your order could take up to 3 working days. All delivery
times are estimations, we cannot guarantee courier times as this is
beyond our control.
|
|
| Q17: |
How
do I track my open order(s)? |
|
| A17: |
If you wish to find
the status of your order this can be achieved by using our Support
Section and requesting a progress report by calling 08000 683 883.
|
|
| Q18: |
Can
you ship my order to an alternative address? |
|
| A18: |
Fortunately this is
possible, but the card address and the billing address must match
to pass our strict security policy. If you wish to have your order
shipped to an alternative address our online system allows you to
specify an alternative delivery address.
|
|
| Q19: |
If
I place an order with Computermarsters will it all be dispatched together
or in bits and pieces? |
|
| A19: |
Any order that you
place with us will normally be dispatched together, if you are in
need of an item before others on the same order then you should separate
the order. Only when all items are in stock will your order be despatched
unless we contact you to advise otherwise.
|
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| Q20: |
If
I am not home when the couriers try and deliver my order what happens
to it? |
|
| A20: |
If no one is at the
specified delivery address to accept your order then you will be left
a calling card and the goods will be returned to your local depot.
You may contact the couriers to arrange a suitable redelivery date,
or alternatively it may be possible to pick up the order from your
local depot. (Please confirm this with the courier first) Identification
will be required on request.
|
|
| Q21: |
If
I place an order over the weekend when can I expect to receive it? |
|
| A21: |
If you place an order
at the weekend and we have the product in stock you can expect to
receive it the following Tuesday.
|
|
| Q22: |
Can
you specify a timed delivery? How long should my order take to process? |
|
| A22: |
Fortunately we can
offer a range of timed courier services, but this facility is not
available online at present. To acquire pricing and information
about the range of courier services please call us on 08000 683 883. All orders are
usually delivered between 8am-6pm Mon-Fri. However you may contact
the couriers once the order has been dispatched and ask them for an
approximate delivery time, but there are no guarantees.
Computermarsters makes every effort to handle your order as quickly
as possible. Computer systems (including Packages and Custom P.C’s)
are despatched within 5 working days normally, computer hardware and
accessories are normally despatched within 2 working days.
|
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| Q23: |
If
I place an order and something is out of stock what happens to the
rest of my order? |
|
| A23: |
Unfortunately if something
is out of stock on your order then we will not dispatch any of your
order until everything is in stock unless special arrangements are
made.
|
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| Q24: |
What
is the Time Limitation for Notification of Claims? |
|
| A24: |
Damage in transit: If
goods arrive in a damaged condition you must make a note on the carrier's
delivery consignment note and it will be your responsibility to inform
us within 2 days from delivery.
Shortages: It is your responsibility to sign for the correct number
of packages as shown on the carrier's delivery consignment note. Any
shortages must be noted on the consignment note and it will be your
responsibility to notify us within 2 days from delivery.
Incorrect Goods: It is your responsibility to notify us of any incorrect
goods supplied immediately from delivery and we will advise you of
the correct procedure for rectifying this.
Non-Deliveries: We will not accept liability for goods lost in transit
unless we are notified within 14 days from the expected delivery date.
|
|
| Q25: |
If
I contact Computermarsters by Email or telephone, when can I expect
to receive a response? |
|
| A25: |
Here at Computermarsters,
we try to reply to all correspondence within 24 hours, but normally
even faster. If you do not receive a reply within 48 hours this would
normally indicate an error has occurred, and you should contact us
on
08000 683 883 to rectify this matter
|
|
| Q26: |
What
is the Customer Support opening hours? |
|
| A26: |
We are open Mon-Fri
10am-4.00pm. Unfortunately we do not work weekends and bank holidays.
If you need to contact us outside our opening hours then please use
our out of hours service number, 07017 408 150.
|
|
| Q27: |
What
happens if I am unable to check the contents of my goods at point
of delivery? |
|
| A27: |
If you are unable to
check the contents of the package at time of delivery please sign
for the goods as "UNCHECKED". Failure to do so may affect
any warranty claims that you make thereafter.
|
|
| Q28: |
I
have been sent the wrong item, how do I report this? |
|
| A28: |
In the rare event that
you have been sent the incorrect item then please Email us to report
this discrepancy. On receipt of your returns request we will confirm
the procedures necessary.
|
|
| Q29: |
How
do I return a product to Computermarsters for replacement / refund. |
|
| A29: |
Please contact us to
return the item. Once we have received your initial request we will
consider your return under our standard terms of trading. Instructions
will then be issued detailing how to proceed. All refunds are at the
sole discretion of Computermarsters. This does not affect your legal/statutory
rights as a consumer.
|
|
| Q30: |
What
happens if my order is dispatched and I cannot take receipt of it,
for reasons beyond my control? |
|
| A30: |
The couriers will hold
the goods for up to five days before returning the goods back to us.
If you are able to contact either Computermarsters or the couriers,
arrangements can be made, for the order to be held at your local depot
until you are available to collect or arrange redelivery.
|
|
| Q31: |
What
happens if I receive my order and it is damaged, or there are items
missing? |
|
| A31: |
This must be reported
to Computermarsters as soon as possible and we will take the appropriate
action.
|
|
| Q32: |
What
happens if our couriers confirm that they have lost my parcel? |
|
| A32: |
This must be reported
to us straight away. We can then take this matter up with the couriers,
so that they can investigate this matter. In this case, we will act
on your behalf, and process a claim if necessary.
|
|
| Q33: |
What
happens if I don't receive my order within 5 working days? |
|
| A33: |
If you have placed an
order more than 5 days ago, and it still has not arrived you must
report this to us and we will investigate the reason for this with
the couriers & our despatch department.
|
|
| Q34: |
If
I buy a custom PC or a Computer Package from Computermarsters, do
you supply all of the cables required to connect up all of the devices
I purchase?
|
|
| A34: |
Yes we do. If you buy
a custom PC or a package we will supply all cables and accessories
necessary to connect all of the devices you purchase from Computermarsters.
This includes any installation CD's. For example if you buy a computer
system of any description, and a printer for example - we will supply
the USB cable that does not come as standard with printers, and we
will supply the power cords, and any accessories that would normally
come with the device. This is the same for scanners, monitors, printers,
external. modems etc.
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