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Callouts, Diagnosis and Repairs for all fitness equipment
 
For all repairs for treadmills, cross trainers, elliptical trainers, exercise bikes, cardio, strength and resistance machines, spin bikes, indoor cycles, commercial (professional) grade, domestic (home use) grade, studio equipment, pilates reformers, cadillacs, tables, barrels and chairs, sports hall equipment (fixed and portable), vibrating plates, pneumatic systems, outdoor and indoor equipment.............in fact anything; any make, any model, any age and any condition!
 
 

How does it work?

 

A repair involves one of our expert Engineers visiting your premises. He 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. The diagnosis is a one-off charge which includes labour and callout and is the best way for us to get to grips with repairing your machine. For a comprehensive list of our charges click here. 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 callout and 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 7 - 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 2 - 3 working days. We will contact you by phone or email to agree a convenient tme and date.

 

 

What will it cost?

 

The prices for a diagnosis visit are shown by postcode area here. 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 plus parts (if parts are required). 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.

 

  

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 showroom. Learn more.

 

 

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 24 hours prior to the visit date. All we ask is that you give us as much notice as possible if you change your mind and we will endeavour to re-arrange 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 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 alloted 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 fit and our workmanship is covered by a full 6 month warranty. 
 
 
Can you take my old machine away if I decide not to have it fixed?
If there is room on the van and you can load it for us then we will be happy to oblige. We charge a minimum fee of £35+VAT to cover our costs in dismantling and recycling your old machine. Alternatively, you can trade-in your old machine for a new one; this way you get a new machine delivered and the old one taken away!