The following frequently asked questions (FAQs) may help if you have any questions regarding our service. If you do not find the answer you are looking for, please call us on 01527 522299 or email us.

Frequently Asked Questions

1. How do I return units for repair?

Units can be returned to us directly to us in Redditch via your own courier network or via our UPS Access Network™ service. See our Returns page for details.

2. Do you charge a fixed price and if so are there likely to be any additional charges?

Maxey Moverley offers fixed pricing on over 5,000 part lines allowing you to know exactly what the charge will be before we repair the unit. See our Returns page for details.

3. Should I arrange a trade account?

You do not need to have a trade account with us (we are happy to accept payments for ad hoc repairs by debit or credit card). However, if you have a regular requirement for repairs, we would recommend that you do open a trade account with us. To apply for a trade account please download and complete our credit application form and return to Customer Services at customerservices@maxeymoverley.com

4. Do you carry out repairs from EU and non-EU countries?

There are currently no special requirements or customs procedures for EU customers. Please see the rest of our FAQs for further information on how to submit your units for repair.

For non-EU customers, there may be different manufacturer procedures or customs considerations to consider. Please contact our customer service team on +44 (0)527 522299 or customerservices@maxeymoverley.com before sending your units for repair and we will advise you accordingly. We can trade in British Pounds or Euros.

5. You have quoted me a fixed repair price for repair, so why has the unit been deemed unrepairable?

Unfortunately, in some cases a unit is beyond repair due to the extent of the damage or because of unobtainable parts. In such cases we will dispose of your unit in accordance with WEEE regulations free of charge.

6. What does the repair process entail?

Each unit is assessed by an engineer specialising in a manufacturer’s equipment range. Working with dedicated test rigs all engineers have access to extensive manufacturer supplied spare parts stocks. Depending on the equipment type submitted for repair the engineers follow a strict process including:

  • All equipment is fully assessed and diagnosed in accordance with the manufacturer’s guidance to coincide with the fault report provided.
  • Replace defective, damaged and worn components/modules and fix the diagnosed fault.
  • Preventative maintenance is undertaken by replacing weak components/modules that are known to cause problems.
  • Full upgrade to the latest software if available.
  • All equipment is fully tested to manufacturer guidance in addition to a rigorous Maxey Moverley test of functionality.
  • Prior to despatch, all cameras and dvr/nvrs are subject to an overnight soak test.

To discuss the repair procedure for specific equipment types please email our customer services department on +44 (0)1527 522299 or enquiries@maxeymoverley.com

7. Will I be charged if no fault is found?

We make an assumption that all units sent in for repair are faulty. Therefore, if our engineers are unable to find an obvious fault, they undertake prolonged testing and evaluation to find any intermittent or minor faults that may exist. This takes a considerable amount of time and may involve us contacting you to ascertain the problem you experienced.

Also, for many products, we undertake a refurbishment of known problematic components so as to increase service life. This enables us to warrant all repairs.

For these reasons we do charge if after all this work we are unable to find a specific fault.

8. How long is your warranty period?

All Maxey Moverley repairs benefit from a 12-month warranty from the date of despatch.

9. Can I track my repairs online?

In order to provide you with the maximum of feedback during the repair process we offer an online order tracking service that is available 24 hours a day via our website. Using a designated login and password, customers are able to view their repairs as they flow through our workshop.

Should you wish to benefit from this service then please contact customer services on +44 (0)1527 522299 or enquiries@maxeymoverley.com for a username and password.

10. What do I do if I experience any problems with a unit that you have repaired?

If you experience a problem with a unit that we have repaired for you please contact one of our specially trained technical team who will discuss the issues over the phone, free of charge. Read more.

Our aim is to resolve the problem on site and avoid the time and costs involved in returning products under the warranty scheme.

However, if we are unable to help over the phone the unit will be given an individual RMA number which should be quoted on all returns paperwork to ensure we process all equipment in a timely manner.

11. Do you have a helpline to discuss issues faced with newly purchased units?

Maxey Moverley does not provide technical support for newly purchased units. Our technical helpline provides support for any issues found solely with repaired units on re-installation.