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Book online 24/7 or call: 01386 555630 Mon-Fri
Northwick

Diagnosis and Repairs

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For all repairs for fitness and mobility machine repairs including treadmills, cross trainers, elliptical trainers, exercise bikes, mobility scooters, strength and resistance machines, spin bikes, indoor cycles, commercial and domestic grade, studio equipment, pilates reformers, cadillacs, tables, barrels and chairs, sports hall equipment (fixed and portable), vibrating plates, training circles, outdoor and indoor equipment………….in fact anything; any make, any model, any age and any condition!

How does it work?

Fixing your machine involves one of our expert Engineers visiting your premises. He/she will diagnose the root cause of your problem which is not always as simple as it first appears.

For example, a treadmill motor will rarely fail as a direct result of a motor problem! These failures are often brought on by other problems which cause the motor to work harder and will bring about its failure. Therefore, simply fitting a new motor could mean you will have the same problem occur again.

It is for this reason that we believe the process works best as follows:-

Step 1 – Book an Engineer

Book yourself in for a visit using our 24/7 online “Book an Engineer” form or call us during office hours on 01386 555630. We recommend you start off with a “Diagnosis” visit.  A diagnosis is charged at a flat rate of £79+VAT which includes labour and callout and is the best way for us to get to grips with what is necessary for repairing your machine. Repairs are always charged extra. If you are not sure whether you need an Engineer to visit then use our free-of-charge Ask an Expert facility first!

Step 2 – We Visit

We will contact you to arrange for an Engineer to visit to complete the diagnosis at the earliest convenient date. We organise our visits into geographical areas and a visit will typically be scheduled within 7-10 days subject to your availability. For customers who require an urgent visit, there is an upgrade option available to get you to the front of the queue! When booking a call out simply ask for a priority callout (this adds £50+VAT).

Step 3 – We Repair

The repair itself will be charged extra to the diagnosis. If it is possible to repair your machine during the diagnosis visit, we will do so and these type of repairs will typically add £50+VAT. If new parts need to be ordered then we will ask you to pay for the diagnosis and then we will quote you a fixed price for the repair. It may take us a few days to get a fixed price confirmed especially if we need to place enquiries with our suppliers. However, we can normally give you an estimate on the day. If you decide to proceed with the repair, we will arrange for the parts to be ordered and will return to fit them for the price quoted – you do not pay any additional callout charges!

What if I already know what the problem is?

We recommend a diagnosis first because this will gain you an overview of your machine condition which you can take into account when deciding whether to proceed with a repair. However, if you are confident you know the cause of the problem, you can bypass the diagnosis and tell us exactly what you need. We will then give you a fixed price for the repair. In this case, you will assume all the risk and we will ask you to pay upfront.

How soon can you visit?

Engineer visits are arranged at mutually convenient times usually within 10 days of your booking. Appointments are made during weekdays between 8am and 5pm. A Priority Callout is available as an upgrade option for an additional £50+VAT which will guarantee you a slot on the next available route typically within 5 working days. We will contact you by phone or email to agree a convenient time and date.

What will it cost?

If you book a diagnosis visit then that is charged at £79+VAT. If it is possible to repair your machine during the diagnosis visit, we will do so and these type of repairs will typically add an £50+VAT plus parts (if parts are required). If it is not possible to fix your machine on the diagnosis visit, (for example, if new parts need to be ordered)  we will quote you a fixed price for the repair. It may take us a few days to get a fixed price confirmed especially if we need to place enquiries with our suppliers. However, we can normally give you an estimate on the day.

What if new parts are needed?

No problem! We take care of all the details for you, including ordering of parts and arranging a time to return and fit them.

What if I decide not to have it repaired?

You are not under any obligation to have the machine fixed! In this case, you will be charged just for the diagnosis visit. You will still be eligible for a trade in of your old machine against a new one from our approved suppliers. Ask your Engineer for more details or call 01386 555630.

When do I pay?

Payment in full including VAT will be due with order unless you have a pre-agreed credit account. Extras can be paid for on the day of the visit. You can pay by card. Our Engineers DO NOT CARRY CASH and are unable to give change. Please do not offer to pay by cash.

Can I cancel the visit?

You can cancel the booking at any time up to 1 working day prior to the visit date and we will endeavour to re-arrange the visit or we will refund your payment. If you have asked us to order parts for you prior to cancelling then you then you may still be liable for the cost of these parts. Cancellations made less that 24 hours before the visit date may be subject to a non-refundable callout charge unless we are able to re-allocate your appointment slot.

Do I need to wait in all day for your Engineer?

We group appointments into geographical areas and our Engineers’ routes are managed to ensure that we comply with road safety guidelines. We will do our best to arrive within a 2 hour time slot of the allotted appointment so that you will not need to wait around all day!

What if the problem is not solved?

We will look after you and arrange for our Engineer to return, free of charge, if the problem is not solved.

What is your hourly charge?

There are no hidden charges and no hourly rates to worry about. What we quote you is what you pay.

What if the problem can’t be fixed?

All faults can be fixed but in some cases, it is simply not cost effective to repair a machine. If we feel that your machine is beyond economic repair, then we will tell you and explain why. In such cases, our Engineer will be able to help you find a suitable replacement machine to suit your work out routine and budget using our trade-in service.

Is the repair covered by a warranty?

All parts we supply and fit and our workmanship are covered by a full 6 month warranty.

Can you take my old machine away if I decide not to have it fixed?

Removal of gym machines is normally a 2 person job and therefore we are unable to dispose of your old machine following a diagnosis visit. However, you can trade-in your old machine for a new one which can include having the old one taken away!