Impact Explorer™ support services

To ensure that Banxia® customers can obtain the service level that they require, we are offering a hardware "comfort package". This service has the following key features:

No-questions swap out of faulty hardware (item limits apply)
Replacements shipped before original returned
Extended telephone assistance with installation problems

Standard package

All of our hardware is sold as-standard with a return to base 6-month guarantee. If you have a problem with hardware, you are welcome to call and we will try to resolve the problem over the phone. If the item is faulty, then you can return it to us and we will test it, and if proved faulty, will replace it under the guarantee. If it is outside the guarantee, we will arrange for a repair with the original manufacturer.

Comfort package

Our comfort package is an optional purchase and lasts for one year, or for three items or incidents whichever is sooner. When you have purchased the comfort package, and you suspect that a piece of your hardware is faulty, we will first try telephone support to get it working. If the issue cannot be resolved, then we will ship a replacement to you within two working days (next day if we can subject to carrier booking times - typically required by noon). Sameday service is available in the UK at extra charge. We will also arrange for the collection of the faulty item. How the fault is resolved is not then your problem - you have the working replacement.

Conditions

The original faulty item must be returned to us within two weeks (normally arranged at our expense), otherwise we will invoice for the new item at our standard prices.
Only a set number of items can be replaced per comfort package (determined at the time of ordering and reflected in the price of the comfort package). If you reach the limit, you can purchase another comfort package which will start from the next incident or the expiry of the first. Due to the higher cost of base station/receivers, these are normally more restricted.
We reserve the right to terminate any package at our own discretion, and will refund the unused portion of the cost on a pro-rata monthly basis.
The package as priced covers the UK only with before noon delivery service. Additional costs may be charged for international or before 9am delivery service. Sameday service is available at extra cost, payable at time of ordering.
We reserve the right to change these conditions without notice.

Purchasing

You can purchase the comfort package at any time, but it will not come into force until payment has been made. If you wish to pay monthly or quarterly, we can arrange this for a small an additional fee per period.