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Archives: FAQs

You're more than welcome to contact me via any means available here although my preferred method is e-mail.

If you are not in the UK but would like to talk, I'm very happy to take WhatsApp calls on +44 7786 265053. Just message me  first so that we can arrange a mutually convenient time.

And of course, Plasma Music Limited also has a Facebook page.

  • Firstly, you need to complete my Service & Repair Form. On submission, you'll be e-mailed a copy. Print it out.
  • Then you need to make sure that your gear is well packaged.

HINT - If it's 19-inch rack-mountable and has removable rack-ears, then remove them! Your item will now be a regular shape which will be much easier to pack.

  • You'll then need to make a note of the dimensions of the package and its weight, prior to looking for a shipping agent or courier company.
  • You'll also need my contact details which are available here. Adding my VAT number and EORI number will make things a lot easier when your package hits customs.

IMPORTANT - Include the copy of the Service and Repair Form that you printed out, with your gear.

IMPORTANT - To reduce the chance of me paying import duty on your item and ensuring that you only pay import duty on the repair when your item is returned, there's some paperwork I need to sort out. It would be really helpful if I had some information from you so please kindly download, complete and follow the instructions on my Export for Repair Form.

IMPORTANT - Mark your item 'Export for Repair'. Doing so will mean that import duty will not be applicable. In fact, there should be a selection in a drop-down menu of the courier's booking form on their website which has a category like 'Repair'.

IMPORTANT - Please, please, please, insure your item for what you feel it's worth! In all the years I've been doing this, I've only had one item that was slightly damaged when returned to the customer. Please don't make it two!

It would be a good idea to let me know that you've sent me something. A tracking number means that we will both know what's going on.

If you get really stuck, please just contact me. I have a DHL Express account that I only use for importing repairs. I'd be more than happy to get you a quote. You will still need to package your item yourself, though.

Yes, of course I can give you a quote but please appreciate that it'll inevitably require opening up your gear and that takes time. It also takes time to diagnose the problem and formulate a solution. After all of that, I'm virtually halfway to fixing your item!

That's why I charge between 30 GBP and 60 GBP (plus VAT) for an estimate. Of course, if you decide to go ahead with the repair, the estimate charge is waivered.

If you would like an estimate, please just tick the box marked 'Please supply a quote before commencing any repair / service'.

Booking in a repair, begins with you completing my Service and Repair Form.

On submission, you'll be e-mailed a copy. Please just print it out and make sure that it's with the item or items you want to send to me or drop off.

If you want to drop items off, please just contact me again so that we can arrange that.

My normal turnaround is a few days but when things get busy, it can increase to a couple of weeks. If I don't think you'll get your gear back in a reasonable timeframe, I'll contact you to let you know.

I charge 60 GBP per hour. 20% VAT is added for UK customers (yeah, sorry 'bout that, guys).

Most repairs take between one and two hours so a cost of between 60 GBP and 120 GBP, excluding parts is kind of average.

If for whatever reason, I'm unable to repair your item, or if in my opinion, it's beyond economic repair a 'non-repair' charge of between 30 GBP and 60 GBP plus VAT will be applicable.