Included in all of our rental/purchase options on devices, Hofy offers customisable hardware support packages where you are are able to choose the length and the level of support you wish to receive from us.
A part of the support is that Hofy will help troubleshoot and diagnose hardware issues (faults, errors, or accidental hardware damage) on your devices with the help of our IT specialist team who work globally across different time zones to assist Hofy customers.
Please note rentals contracts on our old terms of service, by default, include our premium support with loaners and extended warranty for the entire duration of the contract, meaning they aren't customisable.
[ACCORDION] Hofy's repair process step by step
When a team member reports an issue with their device, we will first begin by providing some simple troubleshooting steps. Many issues are often resolved at this stage.
- If the issue persists, we may offer a call with our IT team to diagnose and resolved the issue during the session.
- We will assist with hardware issues but not any software issues (unless you have our IT Helpdesk add on).
- From the information provided by the team member or during our IT assessment, we establish whether it is a hardware issue and within warranty claim or accidental damage/user damage.
- In the event that the hardware issue cannot be resolved on a call and our IT team recommends a repair, we will reach out to organisation's Hofy managers for an approval of the repair before we open a repair case and collect the device.
- If it is outside of warranty, we provide an initial quote range for the repair, based on historic repair cases of a similar nature. Depending on the assessment of the damage upon repair, the final cost may be more than the initial quote, or may be less which we confirm once we receive it. For example, it is possible that internal or additional damage is found.
- Please note that once the device has been sent for repair, we cannot halt the repair process. We are reliant on the cooperation of the team member to provide us with an accurate and forthright description of the damage. Any additional damage found during the assessment by the manufacturer will be further charged to the customer organisation.
[ACCORDION] Device repair versus replacement
- As mentioned in the previous section, if an issue cannot be resolved during our IT call, the team will recommend a repair or they may recommend a completely brand new replacement depending on their assessment.
- At times, even when the team recommends a repair, after the repair begins, it may be determined that a replacement is more cost effective for our customer so, in those instances, the Support team will suggest a replacement instead (free or paid depending on warranty).
- Replacement orders are dispatched as standard new orders through Hofy and standard SLAs apply, but they are kept as part of the same Hofy contract and the same billing schedule.
[ACCORDION] Loaner laptops
- Loaner laptops are temporary working laptops which are dispatched to your team members as soon as possible to minimise employee downtime. They are the same or lower spec laptops available from Hofy's pool of laptop inventory so that your employee isn't left without a working device for long.
- You are able to add a loaner laptop support during placing your order by choosing any length of the standard & loaner support package.
- Contracts on our old terms of service already include a loaner laptop by default for the entire duration of the contract.
- At the moment, you can't upgrade to a loaner package once you have placed the order and locked in the contract, though we hope to offer the option soon.
[ACCORDION] Collection and delivery
Hofy takes care of all the logistics associated with repairs, loaners and replacements, keeping you informed of all updated. This means that you don't have to do a thing, once the repair is approved. Our collection procedures are clearly outlined in How does Hofy complete collection requests?
- Whenever a repair case is opened and approved by your organisation manager(s), our Repair team get in touch with the team member to start and manage the process of retrieving the device from them. The team provide packaging & pre-paid shipping labels with instructions and arrange collection to manufacturer's repair facility or back to Hofy based on user's availability and noted preferences
- In some instances, it is possible for us to arrange an on-site Engineer if preferred. This may depend on the product being repaired and where the team member is located.
- The repair also keep team members updated on the progress of their device repair, so they know when to expect redelivery. Following delivery of their repaired device, a collection of their loaner laptop will be arranged (if applicable).
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We're always looking to expand and offer even more value from Hofy services. If you have any questions or feedback regarding our repair process, please reach out to your Account Manager!