Frequently Asked Questions

 
How do I book a repair?
Contact us via our website or by email to enquiries@ubermicro.co.uk and tell us all about your device and the problems you are having with it.
A member of our team will reply to you by email as quickly as possible – usually within two working days. Keep an eye on your junk/spam folder, as our emails sometimes land in there!
We may ask you for more information or to send photos of your device. Once we have all the details we need, we will give you a quote and explain the process in detail.
 
How long will the repair take?
As a rough guide, we generally quote up to 7 days for consoles and around 2-3 weeks for controllers and other devices.
Our turnaround times can vary depending on how busy we are. When we give you a quote, we will let you know what our up-to-date timescales are.
 
That seems like a long time. Is there any way I can get the repair done quicker?
Depending on current workload, we may be able to offer an expedited service for an additional fee. This would allow you to effectively jump the queue and we get your device repaired within 3 working days. If this is something you are interested in, just let us know and we will be happy to give you a quote.
 
I live near you, do I still have send my device by post?
If you’re local to us in Solihull, we can arrange for you to drop it off to us instead. We run the business from home and, as such, we arrange drop offs and collections strictly by appointment only. We are unable to do repairs while you wait!
 
Can I contact you by phone?
Unfortunately, we don’t have time to take phone calls. We also prefer to keep all communication by email to keep a written record of all correspondence to protect our customers and ourselves.
 
I don’t live in the UK. Can I still send my device to you?
Unfortunately we are unable to perform repairs sent to us from outside of the UK due to the increased shipping costs, delivery lead times and customs charges both ways. This makes the overall cost so expensive, it just isn’t economically viable for our overseas customers. However, we can ship all of the items sold on our store worldwide!
 
Do you offer any warranty on your repairs and store items?
You can find our warranty and returns policy here : Warranty & Returns Policy
 
When will my order be shipped?
Orders paid for before 1pm Mon-Fri will be dispatched same-day, otherwise orders will be dispatched next working day (not including weekends and bank holidays). Once dispatched, you will get an update email from our website with the tracking details for your reference.
 
How will my item be shipped?

We exclusively use Royal Mail as, in our experience, they offer the best value and most reliable service. We also only send items using a tracked service for your peace of mind.

For UK orders, the options are:

  • Special Delivery – fully tracked – compensation cover up to £750 – Guaranteed to arrive next working day by 1pm – Signature required on delivery
  • Tracked 24 – fully tracked – compensation cover up to £150 – aims to deliver within 1 working day – not guaranteed
  • Tracked 48 – fully tracked – compensation cover up to £150 – aims to deliver within 2-3 working days – not guaranteed

For International orders, the options are:

  • International Tracked & Signed – fully tracked – compensation cover up to £250 – Europe delivery aim: 3-5 working days – Worldwide delivery aim: 5-7 working days – Signature required on delivery
  • International Tracked – fully tracked – compensation cover up to £250 – Europe delivery aim: 3-5 working days – Worldwide delivery aim: 5-7 working days
If I place an order from outside the UK, will I have to pay customs/import taxes?

The amount is set by the national customs authority of the country into which the goods are being brought and we have absolutely no control over those whatsoever. The payment of them is the sole responsibility of the customer. Do we agree with those charges? Absolutely not, but there is nothing we can do to stop them.

What happens if you cannot repair my device? Will I still be charged?
We offer a no fix-no fee service. So if we can’t repair it (and that’s incredibly rare!!) then all you would pay is the cost of the postage to return it to you.
Alternatively, we can recycle or dispose of the device for you free of charge.
 
I’m a bit nervous about sending my device to you…
That’s understandable – we are complete strangers, after all! This is one of the reasons we have our YouTube channel, to show some of the work that we do.
We are proud to have over 900 reviews on TrustPilot, with an “Excellent” rating as well as fantastic reviews on our website, Facebook page and Google too.
If you are posting your device in to us, we always recommend using a tracked service for your peace of mind and we will only ever return it using a tracked service too.
We will always be upfront with our prices and would never do any work above and beyond any quote given without your expressed permission first – there are no hidden costs!
One of our main priorities is communication and we will keep in touch with you every step of the way.
 
I have a different question…
Please fill out one of our contact forms here, or email us directly to enquiries@ubermicro.co.uk and we will try to help you with any concerns you may have.