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Service Terms and Conditions

BOOKING SERVICE SLOTS

OUR PLACE (IN-STORE)

YOOBEE Service/System Engineer appointments can be made for a specific day, Monday to Friday, between 9.00am and 5.00pm. Appointments are subject to availability and will be allocated on a first come, first served basis.

YOUR PLACE (HOME/BUSINESS VISIT)

Appointments for a YOOBEE Service/System Engineer home visit can be made for a specific day, Monday to Friday, and our YOOBEE Technician will visit you between 8.30am and 5.00pm. Appointments are subject to availability and will be allocated on a first come, first served basis.

The date of the appointment slot for your YOOBEE Service/System Engineer will be confirmed by email. Our YOOBEE Technician will call you on the morning of the appointment between 8.00am and 10.00am to advise you of the estimated time of arrival of our YOOBEE Technician. If the visit is planned to be before 10.00am, then you will get a call before the visit. The YOOBEE Technician will try and be as specific as possible but may only be able to give an indication of when our YOOBEE Technician intends to arrive, for example, within a 4 hour window.

Sometimes it may be necessary to re-schedule an in-store or in-home appointment due to factors beyond our control. If it is necessary to do this, we will telephone you to try to re-schedule another appointment as soon as reasonably possible at a mutually convenient time. In the unlikely event we do have to reschedule an appointment at any time you may cancel your order and claim a full refund for the service affected.

All service requirements can be requested directly by phoning 0800 4 YOOBEE or emailing service@yoobee.com.


CANCELLING OR CHANGING AN APPOINTMENT

You may cancel or make a change to an In-store or Home appointment at any time before 6.00pm the day before the appointment date (or the Friday before for a Monday appointment). If you cancel or change an appointment after this time we will do our best to re-arrange our schedules without cost to you but we may withhold up to 20% of the fees paid to cover our cancellation costs.

Service cancellations can be made by e-mailling service@yoobee.com.

Appointment changes can be made by calling 0800-4-YOOBEE (0800 4966233)


MISSED APPOINTMENTS

You may cancel or make a change to an In-store or Home appointment at any time before 6.00pm the day before the appointment date (or the Friday before for a Monday appointment). If you cancel or change an appointment after this time we will do our best to re-arrange our schedules without cost to you but we may withhold up to 20% of the fees paid to cover our cancellation costs.


SERVICE VISIT REQUIREMENTS

If you book an In-Store or In-Home service appointment we will need the following at the time of appointment:

IN-STORE

      An adult (over 18 yrs of age) who has knowledge of the service
      required.

IN-HOME

      An adult (over 18 yrs of age) who has a basic knowledge of the
      service required or any problems encountered must be present
      Access to the area and equipment being serviced and the electricity
      mains, plus light and power;
      Your agreement to follow our reasonable instructions;

ADDITIONAL REQUIREMENTS

Administrator level access to be provided and any relevant software recovery disk(s) (or other media); and a connected CD or DVD writer or reader. Your computer system should have Microsoft Windows XP or later operating systems or Apple OS X or later.

If you do not have these our YOOBEE Technician will still try and complete the requested service but as earlier systems are not supported by the licensee chances of a successful resolution may be limited. If your software is, or appears to be, unlicensed we cannot perform a Fixed Price Repair.

If you do not comply with the above requirements and we are unable to fix your computer for that reason we may retain up to 20% of the fees paid by you.

IMPORTANT

You are responsible for ensuring that all data and information on your computer or other hardware is saved and appropriately backed up before we access your system. We will not be responsible for any loss of data, information or records.

 


SERVICES EXCLUDED

Our services exclude support for the following:

      File servers and operating systems, except Microsoft Windows Home
       Server;
      Domain & active directory based networks; VPN and WAN networks;
      Corporate infrastructure hardware (complex firewalls, switches etc.);
      and Linux.

If your system includes any of the above (as becomes apparent to our YOOBEE Technician upon visiting) our YOOBEE Technician may give you a quote to resolve the relevant problem.

 


SOFTWARE LICENSES

Any software patches, upgrades or fixes applied to your system by our engineers during either a In-store or an In-Home service appointment, are licensed to you by us or the relevant third party licensors for your own reasonable personal and non-commercial use only unless otherwise stated. You may not supply such software to anyone else. The licensor retains all copyright and other intellectual property rights in such software.


LIABILITY EXCLUSIONS

Whilst we will use our best efforts to minimise disruption to your system, we cannot be responsible for any unforeseen consequences of our services.

Our services may affect manufacturer warranty validity. It is your responsibility to assess the effect of our services on any manufacturer's warranty and take appropriate action.

We cannot be responsible or liable to you in relation to any service regarding:

      any loss or corruption of data, information or records;
      any loss of goodwill, or any loss of (or interruption to) business or
      contracts;
      any failure by you to follow our reasonable advice, recommendations
      or instructions;
      any losses you may suffer arising from your use of (or failure to use)
      any anti-virus software;
      any loss that is not reasonably foreseeable.

Our engineers will use reasonable amounts of skill and care to resolve problems you have referred to us, you accept that we may not be able to correct your problem due to circumstances beyond our control. In the event that it is not possible, we will discuss alternative methods with you in order to resolve your problem.

We rely on the information you give us to operate this service. Such information must be complete and as accurate as possible to enable use to effectively resolve your problem.


INFORMATION WE REQUIRE AND USE OF INFORMATION

We will ask you for certain details which we require to perform the service. This includes address and contact telephone numbers able to accept incoming calls, an e-mail address, user names and passwords.


THREE MONTH WARRANTY

All the YOOBEE Technician services carry a three-month warranty on parts and 30 days on service. This means if there is a recurrence of the same problem we had fixed or any fault, which is connected to the service, provided we will either try again to fix the problem at no extra charge. This excludes faults caused by the failure of other components after the repair has taken place, or by faults caused through the incorrect use of software or downloaded material, or by faults arising from accidental damage or incorrect use of the product.


SERVICE ABILITY

The YOOBEE Technician services are available through the following centers:

      Newmarket, Hamilton, Wellington, Christchurch and Dunedin

Onsite service coverage at Your Place must be within 50kms of a YOOBEE service centre. Outside of these areas we will advise you of any additional cost associated with travel, fares, accomodations etc.

 

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