Most suppliers will tell you about the warranty. Very few will tell you what the warranty actually feels like on a Tuesday morning when thirty Chromebooks are flat and first period starts in twenty minutes.
So here is ours, in plain terms.
What is covered
Lifetime warranty on the unit. Five years on the electrics. Not three, not five, not a promotional extension you have to register for within ninety days. The life of the trolley.
What happens when you call
You call 0115 982 1771 and a person in Nottingham answers. They will ask you what the unit is doing, or not doing, and roughly how old it is. Most faults are diagnosed on that call, because we built the thing and we know what fails.
If it is a part, it goes in the post. If it is not, one of our engineers comes out to you.
Parts
A lifetime warranty means nothing if the parts stop existing in year six. We hold parts for units we stopped making a long time ago, because there are still schools running them and they are still working.
Why we bother
A trolley that fails is not a small inconvenience. It is a lesson that does not happen, a ward round that runs late, and an IT manager explaining a purchase that was supposed to last. We would rather fix it than have that conversation.
That is the whole of it. No portal, no ticket number, no forty eight business hours.