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Home » Support

Support

Welcome to our support page, if you have any questions that are not answered below please call one of our team on 08700 66 22 17.

Ordering from Pen Mobile Solutions

Q. Do I have to place my order online?

A. We accept orders online, by telephone or email. Your order won`t be processed until payment has been received in full.

Q. Do you accept credit/debit cards?

A. We accept all the major credit and debit cards, you may place your order online using your credit/debit card through our secure site or call us with the details of your order and we will process the details for you.

Q. How do I found out about discounts for multiple purchases?

A. Please call one of our sales team on 08700 66 22 17 with the details of your purchase including quantity required and we will be happy to offer you a discount. Discounts only apply to multiple purchases of the same item/s or kits, discounts on rental solutions is at our discretion dependant upon the details of the individual case.

Q. When can I expect to receive my order?

A. Products that are in stock are usually despatched within 24 hours, non stock items carry a short leadtime of around 5-7 days but please allow upto 10-14 days in peak periods. If your order is of extreme urgency please speak to one of our sales team and we will endeavor to try and get your order to you as quickly as possible.

Q. What happens if the product I have purchased it faulty or not what I ordered?

A. In the event that you receive a product which is not in accordance with your order, please contact us to obtain an RMA number and return it within 7 working days, starting from the first working day after you receive the good/s, and we will give you a full refund within the next 30 days. Please ensure that the goods are returned to us in the same condition they were delivered to you. Likewise, if you receive an order that is faulty, we will be happy to give you a full refund or send out a replacement, if you return the item within 7 working days from receipt of the good(s). We suggest you use a secure delivery method such as via courier or via Royal Mail (signature required) delivery such as Royal Mail First Class (Recorded Delivery). Please remember that you must call to obtain an RMA number before sending the product back. This does not affect your statutory rights as a consumer.

Q. When I place an order with you am I then going to be sent lots of marketing emails?

A. Not unless you sign up to our newsletter service, Pen Mobile do not believe in sending out unwanted emails that can become a nuisence. However if you would like to receive updates and information on Pen Mobile please sign up for our free newsletter which contains useful information, special offers and occassionally special discount codes. We will not pass your email address onto any 3rd party marketing company.

Pen Mobile Solutions General

Q. Do you sell to resellers?

A. Yes, we do. Please contact our sales team on 08700 66 22 17 with details of your request.

Q. I see you sell refurbished equipment, do you also buy?

A. Yes, Pen Mobile are always on the look out for 2nd user barcode or Auto ID equipment that we can refurbish or break for spares to service customers still wishing to keep their legacy systems running. Please call or email us with details and we will be happy to give you a quote.

Q. Can I part exchange my old equipment against new/refurbished equipment?

A. We do, if you are wanting to upgrade your old system to a new system, using your old system in part exchange we can help.

Warranty Information

Q. What warranty is offered on your refurbished equipment?

A. All of our refurbished equipment comes with a 90 day warranty as standard, which can be extended to a year for an additional charge. Please see our listings for details on the pricing.

Q. What warranty is supplied on new equipment?

A. The length of the warranty varies by manufacturer, the standard warranty period is 1 year from purchase but can be upto 5 years in some cases.

Q. What does the warranty cover?

A. Products are warranted against defects in workmanship and materials for a period stated by the manufacturer from the date of shipment, unless otherwise provided by us or the manufacturer in writing, provided the Product remains unmodified and is operated under normal and proper conditions. The above warranty provisions shall not apply to any Product (i) which has been repaired, tampered with, altered or modified, except by us or by the manufacturer; (ii) in which the defects or damage to the Product result from normal wear and tear, misuse, negligence, improper storage, water or other liquids, battery leakage, use of parts or accessories not approved or supplied by us or the manufacturer, or failure to perform operator handling and scheduled maintenance instructions supplied by us or the manufacturer; or (iii) which has been subjected to unusual physical or electrical stress, abuse, or accident, or forces or exposure beyond normal use within the specified operational and environmental parameters set forth in the applicable Product specification; nor shall the above warranty provisions apply to any expendable or consumable items, such as batteries, supplied with the Product.

Q. Can you offer a service which covers accidental damage?

A. Yes, you can upgrade your standard warranty to our comprehensive maintenenace service which also covers accidental damge. We can also tailor a service package to suit your exact requirements. For further information please contact our sales team on 08700 66 22 17.

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