How is Coronavirus affecting our business.

Published : 16/03/2020 12:28:37
Categories : General Tech News Rss feed

Updated 24/03/2020 at 09:17

We wanted to make sure we are doing all we can to keep our customers up to date with how current events are affecting our business. We will keep this page up to date with any news we have when we have it. 

Stock Issues

As China battened down their hatches after their New Year break, certain stocks have been hard to get hold of, mainly for Apple repairs. Our current supplier had run out of a few key items that we use every day so unfortunately there have been delays to Apple repairs. We have had word that stock should be back to normal levels this week so we hope to be back in stock of missing parts week commencing 23/03/2020. We will have a backlog of repairs so will endeavour to stay late to get back on top ASAP. 

For console spares, we have a large stock of parts so we are well stocked to perform most repairs. 

Staffing and Customer Service

We have encouraged our staff to look after themselves during these uncertain times. We do currently have some office staff members self isolating and we are missing calls and online chat has been turned off. We have turned off chat to make sure we can respond to all emails and as many calls as possible. 

We do encourage customers to email us if possible. We will ensure that all emails are responded to within the working day. After hours emails will be responded to first thing the next morning. 

Repair wise, we are on top of our repair queue bar devices waiting for parts. So our normal turnaround time is currently achievable for repairs we are stocked for. If we receive an order that stock has run out for, we will be sure to notify you and provide an ETA on the part supply. 

UPDATE 19/03/2020 - one of our customer service staff now feels well enough to work. I have dropped a computer off for them so they can work from home while they self isolate. More calls can be handled now.  

UPDATE 24/03/2020 - With the announcement from Boris Johnson PM last night, we are closed to public walk in customers but continue to serve online orders with our DPD collection and delivery service. Local customers who have already dropped off devices will have their units delivered back. We will be in touch once repairs are complete to make arrangements. 

DPD Courier Service

We have been advised by DPD that they have procedures in place to enable them to keep their award winning service going. Their service is running as normal at this time. 

UPDATE 24/03/2020

We have just received the following information from DPD which makes sense. We have disabled the Ship From Shop option on our website for the same reasons:

Following the Government's announcement last night, we have an important update regarding our Pickup shop network which you can read below, however we can confirm our parcel collection and delivery operations continue as normal.

DPD Pickup Shop Network

To comply with the Government's advice to close non-essential shops, we are immediately suspending our DPD Pickup service.

This means your customers won't be able to drop off their parcels at a shop, divert their parcels to a shop in-flight or collect their parcels from their local shop.

We have also updated all our app users regarding the Pickup service.

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