Service Guidelines & Policies

Terms & Conditions

Clear, fair policies designed to protect customer devices and ensure transparent, high-quality 1-on-1 repair services.

1. Drop-Offs & Queue Policy

Customers are welcome to bring their devices directly to JM Computers in Sutton-on-Sea at any time during our standard working hours (Monday to Friday, 10:00 AM – 5:00 PM). No appointment is strictly necessary for drop-offs.

To ensure fairness and meticulous attention to detail, all repair jobs are completed strictly in the order they are received.

2. Business & Emergency Fast-Track

We recognize that certain situations require urgent turnaround times. If you are operating a local business dependent on your equipment or are facing a serious technical emergency, exceptions can often be made to fast-track your repair ahead of the standard queue.

Fast-Track Terms: Expedited priority turnaround may incur extra rush charges to account for rescheduled bench time. Any additional fees will always be openly discussed and agreed upon with you prior to commencing work.

3. Communication & Correspondence Policy

For the fastest response and most efficient service, correspondence by phone call or text message is always preferred.

While emails are monitored and responded to, customers should note that due to being consistently busy hands-on with equipment repairs, responses to emails can take time, as the inbox is typically checked once a week. For urgent matters, please call or text directly.

4. Free Inspections & Quotes

We offer a comprehensive free inspection and diagnostic assessment of your device beforehand. Following inspection, a transparent quote will be provided before any chargeable repair work is carried out.

Significant Disassembly / Risk Disclaimer: Some complex repairs require significant disassembly where there is an inherent risk of potential damage (such as lifting glued glass displays on tablets, smartphones, or tight-fitting electronics). In such rare instances, an inspection fee may be applied to cover labor whether the customer ultimately agrees to proceed with the repair or declines. You will always be notified of this risk beforehand.

5. Parts Supply & Delays

While we strive for the fastest turnaround possible, replacement components and specialty parts are subject to third-party supplier delivery times, courier availability, and occasional shipping delays. JM Computers cannot be held directly liable for delays caused by external part suppliers, but customers will be kept fully updated on the status of their components.

6. Warranties & Labour Protection

Hardware parts warranties are subject to the specific warranty period provided by our trusted parts suppliers. However, JM Computers stands firmly behind the quality of our craftsmanship:

  • Labour Protection: We always endeavor to protect our customers against labor-induced failures by correcting any issues directly caused by our workmanship.
  • Exclusions: This labor guarantee does not apply if the issue has been caused, altered, dropped, or mishandled by the customer or a third party after receiving the device back.

7. Data Responsibility

While every care and precaution is taken during handling and repair, customers are strongly advised to back up any critical data, photos, or documents prior to handing their device over. JM Computers is not responsible for data loss arising from pre-existing hardware failures (such as failing hard drives or corrupted operating systems).