Repair, Diagnostics and Book-In Policy

1.1 Non-authorised repair centre

Asetos Computers is an independent repair business.

Asetos Computers is not an authorised repair centre for Apple, HP, Dell, Asus, Samsung, Huawei or any other major computer, phone or electronics manufacturer unless expressly stated in writing.

If a device is still under manufacturer warranty, the customer should consult the original supplier, vendor or authorised repair centre before booking the device with Asetos Computers.

Asetos Computers is not liable if repair, opening, inspection or assessment by Asetos Computers affects or voids a manufacturer warranty.

1.2 Book-in process

Booking in a device includes:

• fault reporting;
• visual condition recording;
• intake form generation;
• repair ticket creation;
• initial testing where possible; and
• recording of accessories received, if any.

Customers must ensure that a repair ticket is issued and that the device condition is recorded at book-in.

1.3 Assessment fee

Asetos Computers may charge an assessment or diagnostic fee.

The current standard assessment fee is R345, unless otherwise stated.

The assessment fee may be waived if the customer proceeds with the quoted repair.

Assessment may be free where Asetos Computers determines that the repair has slim prospects of success or is uneconomical.

If a reasonable repair quote is rejected after assessment, Asetos Computers may charge the prescribed assessment fee.

1.4 Consent to assess in customer’s absence

The customer may consent to evaluation in their absence.

Where the customer gives such consent, Asetos Computers may proceed with inspection, testing, disassembly or diagnostic steps reasonably required to assess the device.

1.5 Written repair approval

After assessment, Asetos Computers will provide feedback and/or a quote where reasonably possible.

Repair work will only commence after the customer gives written approval by WhatsApp, email, signed form or other recorded communication.

Asetos Computers will not be required to perform extra work beyond the approved scope unless the customer approves the additional work and cost.

1.6 Estimate and additional costs

A quotation is based on the fault reported, the assessment performed and the visible condition of the device at the time.

If further faults are discovered during repair, Asetos Computers will notify the customer and request approval before proceeding with additional chargeable work.

1.7 Scope of repair

Asetos Computers will work only on reported, diagnosed and approved faults.

The repair warranty applies only to the specific fault repaired and the specific parts or labour supplied by Asetos Computers.

Some faults, especially liquid-damage faults, intermittent faults, motherboard faults, overheating faults and faults caused by previous repairs, may take time to manifest. Such faults are not automatically covered unless they relate directly to the approved repair work.

1.8 Trade skill and repair method

Asetos Computers will provide reasonable assessment feedback, including the problem identified and what is required to fix the device.

Asetos Computers is not required to disclose detailed repair methods, component-level techniques, supplier sources or trade-secret repair processes.

1.9 Customer-supplied parts

Where the customer supplies parts for installation, Asetos Computers does not warrant the quality, authenticity, compatibility or lifespan of those parts.

Asetos Computers will charge labour for installing customer-supplied parts, but any warranty will apply only to the labour performed, unless otherwise agreed in writing.

1.10 Manufacturer locks, passwords and BitLocker

Customers must provide passwords, PINs, Apple ID, Google account details, BIOS passwords, BitLocker recovery keys or other access credentials where required for testing or completion of repair.

Most hardware repair operations may trigger a BitLocker recovery key prompt.

Asetos Computers cannot recover a customer’s BitLocker key after repair and is not liable where a customer cannot access encrypted data due to missing recovery keys.

1.11 Data backup

Customers must back up all important data before booking in a device.

If the customer’s data is important, the customer must request backup or data recovery services before repair work starts. Fees may apply.

Asetos Computers is not liable for pre-existing data loss, failed drives, corrupt operating systems, damaged storage devices, encrypted drives, deleted files or data loss inherent in approved repair work, except where liability cannot lawfully be excluded.

1.12 Accessories

Customers must remove external devices and accessories before handing in a device, including:

• bags and cases;
• chargers;
• USB dongles;
• SIM cards;
• memory cards;
• external hard drives;
• flash drives;
• adapters;
• styluses; and
• any other removable accessories.

Asetos Computers is not liable for accessories not recorded on the intake form.

If an accessory is needed for assessment, Asetos Computers will specifically request it and record it.

1.13 Device condition and pre-existing defects

The condition of the device must be recorded at the time of book-in.

Where possible, the checklist should record the condition of:

• display screen;
• charging port;
• network status;
• power adapter;
• battery;
• storage;
• memory;
• keyboard;
• boot process;
• hinges;
• screws;
• touch mechanism; and
• general physical condition.

Dead-on-arrival devices may only allow a general condition note.

The customer is encouraged to point out visible defects and may place a unique mark on major components if desired.

The customer must raise any disagreement about the recorded condition at the time of book-in.

1.14 Fragile, damaged or deteriorated devices

Where a device has physical damage, broken covers, cracked screens, damaged hinges, missing screws, liquid damage, brittle plastics or other structural weakness, disassembly may worsen the condition.

Asetos Computers will take reasonable care, but may not always be able to return physically damaged or deteriorated devices in the exact condition received after assessment, disassembly or attempted repair.

1.15 Liquid damage and intermittent faults

Liquid-damaged and intermittently faulty devices carry higher repair risk.

A device may work temporarily after cleaning or repair and later fail due to corrosion, hidden board damage or component degradation.

Unless expressly agreed in writing, warranty does not cover new or hidden faults that were not diagnosed, repaired or approved as part of the original repair scope.

1.16 Repair warranty

Repair work carries a 3-month warranty on the specific repaired fault, installed part and labour supplied by Asetos Computers.

The repair warranty does not cover unrelated faults, customer damage, liquid damage, software corruption, power surges, misuse, ordinary wear and tear, or faults caused by third-party work.

1.17 Return of replaced parts

Where parts are removed during repair, Asetos Computers will return them to the customer if requested, unless:

• the customer declines their return;
• the part must be returned to a supplier or manufacturer for warranty purposes;
• the part is exchanged as a core return;
• safe disposal is required;
• the part is hazardous; or
• return is not reasonably practical.

1.18 Unsuccessful repairs

Not every device can be repaired.

Where repair is unsuccessful, Asetos Computers may charge for approved diagnostic work, attempted repair work, labour, parts used, shipping or other approved costs.

Where a “no fix, no fee” arrangement applies, it must be confirmed in writing before work starts.

2. Abandoned Devices and Storage Policy

2.1 Collection period

Customers must collect devices promptly after repair completion, quote rejection, unsuccessful repair outcome or notification that the device is ready.

Customers should not book in a device unless they intend to collect it within two weeks after the repair outcome is communicated.

2.2 Storage period

Devices will be stored at Asetos Computers’ insured premises for up to 30 days after the customer has been notified that the device is ready for collection or that the repair outcome is available.

After 30 days, Asetos Computers may move the item to a separate storage facility at the customer’s risk and cost.

2.3 Storage charges

Asetos Computers may charge reasonable storage, handling or administration fees for uncollected devices.

Storage charges must be paid before the device is released.

2.4 Disposal of abandoned items

If an item remains uncollected for 60 days after being moved to storage, Asetos Computers may treat the item as abandoned and may dispose of, recycle, sell or use the item to defray storage, handling and repair costs.

Before disposal, Asetos Computers will make reasonable efforts to contact the customer using the contact details provided at book-in.

Customers are responsible for ensuring that their contact details remain accurate and reachable.

3. Limitation of Liability

To the maximum extent permitted by law, Asetos Computers is not liable for:

• indirect loss;
• loss of profit;
• loss of income;
• business interruption;
• loss of opportunity;
• loss of data;
• loss caused by customer failure to back up data;
• loss caused by missing passwords or recovery keys;
• software corruption;
• third-party courier delay;
• manufacturer warranty refusal;
• customer-supplied part failure;
• compatibility issues not confirmed in writing;
• pre-existing defects;
• hidden liquid damage;
• intermittent faults; or
• defects outside the approved repair scope.

This clause does not exclude liability for gross negligence, intentional misconduct, fraud, or any liability that cannot lawfully be excluded.