Billing:
1. I don't have a PayPal account, does that mean I can't be invoiced?
2. I don't have a valid email address you can use to invoice me, how can I pay?
3. When do I pay for my repair?
4. Do you except cheques or postal orders?
Delivery:
1. I am required to use any special delivery service?
2. I forgot to bundle my packaging slip when I mailed my console! What should I do?
3. You have sent me the wrong console or item(s) back, what should I do?
4. Are there any charges for return delivery?
5. Do you deliver to university or bussiness addresses?
6. How should I package my console?
Contact:
1. When are the best hours to contact you by phone?
2. How quickly can I expect a reply to an email message?
3. Where abouts are you based in the UK?
4. What is your postal Address?
5. What information do you need to identify my console?
6. Do you have a landline number I can contact you on?
Service:
1. Is it possible to check the status of my repair?
2. How long do I have to wait before my console is returned to me in working condition?
Gaurantee:
1. What do I recieve as proof of my gaurantee and payment?
2. The same part of my console has become faulty again after repair but is still under the six-month guarantee period, how do I resolve this?
Misc:
1. What if I don't own a printer and can't print off a repair slip to send with my console?
2. What if I submit a complete repair form and then decide I do not want to send you my console for repair anymore?
3. What accessories should I include when sending my console to you?
4. Do you repair consoles from outside the UK?
5. Can you repair consoles that have been modified, chipped or have custom firmware installed?
6. Click here to read Important information regarding your Playstation 3 repair
I don't have a PayPal account, does that mean I can't be invoiced?
It does not matter if you don't have a PayPal account, an invoice will be sent to your email address and all you need to pay is a credit/debit card. There is no need to register for a PayPal account. [Back to Top]
I don't have a valid email address you can use to invoice me, how can I pay?
If you don't have an email address this means we cannot send you an invoice via email. Please contact console doctor by phone where we can take payment over the phone via credit/debit card. [Back to Top]
When do I pay for my repair?
You will only ever be charged for a repair once it is complete! This means the console must be in full working condition and tested. [Back to Top]
Do you except cheques or postal orders?
Unfortunately, due to the administration time on these payment methods we are unable to except them.
[Back to Top]
I am required to use any special delivery service?
No, you can send your console down to using any service you wish. However we do recommend Royal Mail First Class Recorded Delivery as we will recieve it fairly quickly and we will have to sign for your package. [Back to Top]
I forgot to bundle my packaging slip when I mailed my console! What should I do?
Please contact us as soon as you can! We have a copy of the details you registered in our database so there is no need to panic! Once we recieve a console of your description without a printed delivery slip, we will be able to pair your details with it. [Back to Top]
You have sent me the wrong console or item(s) back, what should I do?
Please contact us by phone or email as soon as possible, explaining what you have recieved or what you are missing. We will make resolving any problems of this description top priority! [Back to Top]
Are there any charges for return delivery?
No, we will cover the cost to return your console. We use Royal Mail Special Delivery for smaller handheld consoles. We use DHL for larger consoles. [Back to Top]
Do you deliver to university or bussiness addresses?
Yes. [Back to Top]
How should I package my console?
For small consoles such as the DS Lite and PSP, simply a layer of bumble wrap and a Jiffy bag will be sufficient to protect your item. For larger consoles such as the Playstation 3 and Xbox 360 please us the original packaging (i.e. the box your console was in when you purchased it), as we this is the best way to ensure your console has sufficient protection in transit. [Back to Top]
When are the best hours to contact you by phone?
Monday - Friday: 10am-5pm
We are available by email outside these times and will do our best to respond as soon as possible. [Back to Top]
How quickly can I expect a reply to an email message?
We check for new customers emails several times a day, expect an email reply within 24 hours. [Back to Top]
Where abouts are you based in the UK?
We are based in the North East of England in Newcastle. Please see the About Us page for more information [Back to Top]
What is your postal Address?
Console Doctor
Quayside Business Development Centre
Ouseburn building
Albion Row
East Quayside
Newcastle upon Tyne
NE6 1LL
[Back to Top]
What information do you need to identify my console?
Each console is uniquely identifiable by your order ID. We will also be able to track your details by your email address if you have misplaced this number. [Back to Top],
Do you have a landline number I can contact you on
Yes, Please call 0191 276 3048. [Back to Top]
Is it possible to check the status of my repair?
If you would like to check the status of your repair please log into your account and your repair status and date will be displayed.[Back to Top]
How long do I have to wait before my console is returned to me in working condition?
The time in which you see a complete turn around will vary depending on the type of delivery service you use to send us your console. When Royal Mail First Class Recorded Delivery is used, our average turn around is currently 5-7 days. [Back to Top]
What do I recieve as proof of my gaurantee and payment?
When you recieve your repaired console back, inside the packaging you will find a repair slip detaling the cost of the repair and a unique repair number. You must retain this reciept as part of your gaurantee. [Back to Top]
The same part of my console has become faulty again after repair but is still under the six-month guarantee period, how do I resolve this?
In the unlikely event that your console becomes faulty again during your 6 month guarantee period, you can book a warranty repair from your user control panel. Log in at the bottom right of the page using your email address and password, select which order you wish to return, then from this page select ÔReturn as WarrantyÕ next to your order. If you have any problems with this process please donÕt hesitate to contact us by phone or email and we will explain to you the steps to take in order to resolve this. Once you have successfully completed this, your original order ID will be renewed and your status and tracking will be reset to reflect your new repair order. Obviously you will not be charged for a warranty repair. [Back to Top]
What if I don't own a printer and can't print off a repair slip to send with my console?
If you don't own a printer and can't get access to one, you can alternatively create an exact copy of the form using pen and paper and couple it with your console. As long as we have the same detailed list of your information when we receive your console it does not matter if it is printed or written by hand. [Back to Top]
What if I submit a complete repair form and then decide I do not want to send you my console for repair anymore?
If you have submitted a repair form to us and decide you no longer want to send us your console for repair please contact us by phone or email as soon as possible providing us with your full name and email address so we can cancel your recorded repair. [Back to Top]
What accessories should I include when sending my console to you?
Please do not include anything with your console other than the main unit. Please take care to remove games, memory cards or hard drives (Xbox 360 only) from your console and store them safely for the duration of the repair. Please note you must leave your Hard Drive in place if you are sending a Playstation 3. However please also do not include accessories such as game pads, power cables or chargers.[Back to Top]
Do you repair consoles from outside the UK?
Yes, we repair consoles from all over Europe.[Back to Top]
Can you repair consoles that have been modified, chipped or have custom firmware installed?
Yes. We are able to fix modified consoles. However it is important to note that the console may not be returned to you with the same modifications. Sometimes it is necessary to replace parts that will undo any changes you have made to your console. [Back to Top]
Important information regarding your Playstation 3 repair
1. I don't have a PayPal account, does that mean I can't be invoiced?
2. I don't have a valid email address you can use to invoice me, how can I pay?
3. When do I pay for my repair?
4. Do you except cheques or postal orders?
Delivery:
1. I am required to use any special delivery service?
2. I forgot to bundle my packaging slip when I mailed my console! What should I do?
3. You have sent me the wrong console or item(s) back, what should I do?
4. Are there any charges for return delivery?
5. Do you deliver to university or bussiness addresses?
6. How should I package my console?
Contact:
1. When are the best hours to contact you by phone?
2. How quickly can I expect a reply to an email message?
3. Where abouts are you based in the UK?
4. What is your postal Address?
5. What information do you need to identify my console?
6. Do you have a landline number I can contact you on?
Service:
1. Is it possible to check the status of my repair?
2. How long do I have to wait before my console is returned to me in working condition?
Gaurantee:
1. What do I recieve as proof of my gaurantee and payment?
2. The same part of my console has become faulty again after repair but is still under the six-month guarantee period, how do I resolve this?
Misc:
1. What if I don't own a printer and can't print off a repair slip to send with my console?
2. What if I submit a complete repair form and then decide I do not want to send you my console for repair anymore?
3. What accessories should I include when sending my console to you?
4. Do you repair consoles from outside the UK?
5. Can you repair consoles that have been modified, chipped or have custom firmware installed?
6. Click here to read Important information regarding your Playstation 3 repair
I don't have a PayPal account, does that mean I can't be invoiced?
It does not matter if you don't have a PayPal account, an invoice will be sent to your email address and all you need to pay is a credit/debit card. There is no need to register for a PayPal account. [Back to Top]
I don't have a valid email address you can use to invoice me, how can I pay?
If you don't have an email address this means we cannot send you an invoice via email. Please contact console doctor by phone where we can take payment over the phone via credit/debit card. [Back to Top]
When do I pay for my repair?
You will only ever be charged for a repair once it is complete! This means the console must be in full working condition and tested. [Back to Top]
Do you except cheques or postal orders?
Unfortunately, due to the administration time on these payment methods we are unable to except them.
[Back to Top]
I am required to use any special delivery service?
No, you can send your console down to using any service you wish. However we do recommend Royal Mail First Class Recorded Delivery as we will recieve it fairly quickly and we will have to sign for your package. [Back to Top]
I forgot to bundle my packaging slip when I mailed my console! What should I do?
Please contact us as soon as you can! We have a copy of the details you registered in our database so there is no need to panic! Once we recieve a console of your description without a printed delivery slip, we will be able to pair your details with it. [Back to Top]
You have sent me the wrong console or item(s) back, what should I do?
Please contact us by phone or email as soon as possible, explaining what you have recieved or what you are missing. We will make resolving any problems of this description top priority! [Back to Top]
Are there any charges for return delivery?
No, we will cover the cost to return your console. We use Royal Mail Special Delivery for smaller handheld consoles. We use DHL for larger consoles. [Back to Top]
Do you deliver to university or bussiness addresses?
Yes. [Back to Top]
How should I package my console?
For small consoles such as the DS Lite and PSP, simply a layer of bumble wrap and a Jiffy bag will be sufficient to protect your item. For larger consoles such as the Playstation 3 and Xbox 360 please us the original packaging (i.e. the box your console was in when you purchased it), as we this is the best way to ensure your console has sufficient protection in transit. [Back to Top]
When are the best hours to contact you by phone?
Monday - Friday: 10am-5pm
We are available by email outside these times and will do our best to respond as soon as possible. [Back to Top]
How quickly can I expect a reply to an email message?
We check for new customers emails several times a day, expect an email reply within 24 hours. [Back to Top]
Where abouts are you based in the UK?
We are based in the North East of England in Newcastle. Please see the About Us page for more information [Back to Top]
What is your postal Address?
Console Doctor
Quayside Business Development Centre
Ouseburn building
Albion Row
East Quayside
Newcastle upon Tyne
NE6 1LL
[Back to Top]
What information do you need to identify my console?
Each console is uniquely identifiable by your order ID. We will also be able to track your details by your email address if you have misplaced this number. [Back to Top],
Do you have a landline number I can contact you on
Yes, Please call 0191 276 3048. [Back to Top]
Is it possible to check the status of my repair?
If you would like to check the status of your repair please log into your account and your repair status and date will be displayed.[Back to Top]
How long do I have to wait before my console is returned to me in working condition?
The time in which you see a complete turn around will vary depending on the type of delivery service you use to send us your console. When Royal Mail First Class Recorded Delivery is used, our average turn around is currently 5-7 days. [Back to Top]
What do I recieve as proof of my gaurantee and payment?
When you recieve your repaired console back, inside the packaging you will find a repair slip detaling the cost of the repair and a unique repair number. You must retain this reciept as part of your gaurantee. [Back to Top]
The same part of my console has become faulty again after repair but is still under the six-month guarantee period, how do I resolve this?
In the unlikely event that your console becomes faulty again during your 6 month guarantee period, you can book a warranty repair from your user control panel. Log in at the bottom right of the page using your email address and password, select which order you wish to return, then from this page select ÔReturn as WarrantyÕ next to your order. If you have any problems with this process please donÕt hesitate to contact us by phone or email and we will explain to you the steps to take in order to resolve this. Once you have successfully completed this, your original order ID will be renewed and your status and tracking will be reset to reflect your new repair order. Obviously you will not be charged for a warranty repair. [Back to Top]
What if I don't own a printer and can't print off a repair slip to send with my console?
If you don't own a printer and can't get access to one, you can alternatively create an exact copy of the form using pen and paper and couple it with your console. As long as we have the same detailed list of your information when we receive your console it does not matter if it is printed or written by hand. [Back to Top]
What if I submit a complete repair form and then decide I do not want to send you my console for repair anymore?
If you have submitted a repair form to us and decide you no longer want to send us your console for repair please contact us by phone or email as soon as possible providing us with your full name and email address so we can cancel your recorded repair. [Back to Top]
What accessories should I include when sending my console to you?
Please do not include anything with your console other than the main unit. Please take care to remove games, memory cards or hard drives (Xbox 360 only) from your console and store them safely for the duration of the repair. Please note you must leave your Hard Drive in place if you are sending a Playstation 3. However please also do not include accessories such as game pads, power cables or chargers.[Back to Top]
Do you repair consoles from outside the UK?
Yes, we repair consoles from all over Europe.[Back to Top]
Can you repair consoles that have been modified, chipped or have custom firmware installed?
Yes. We are able to fix modified consoles. However it is important to note that the console may not be returned to you with the same modifications. Sometimes it is necessary to replace parts that will undo any changes you have made to your console. [Back to Top]
Important information regarding your Playstation 3 repair
It is very important to us that you leave you Hard drive inside your Playstation 3, sending it to us without this makes it very difficult for us to repair. We are however very aware of the sensitive nature of the data held on your PS3 and we can assure you that we make every possible effort to leave your save games etc intact. 99% of Playstation 3 faults are not caused by a HDD problem and so it would only be as a very last resort that we might have to format your PS3 hard drive. We would of course inform you and gain your consent before going ahead with an action such as this.
Packing your Playstation 3Despite the fact that your Playstation 3 is already broken it is extremely important that you take the care to package it properly. A small knock to a PS3 that is not well protected can render it completely un-repairable. It can also potentially cause severe cosmetic damage to the outer casing. For this reason we recommend using the original box it came in if you still have it available. Alternatively you should use a box that is around 43 x 18 x 36 cm in size. Wrap the Playstation itself in something soft and place it inside the box, then fill any remaining space around the PS3 with loose packaging, bubble wrap or something similar.
Posting adviceWhen posting your Playstion 3 to Console Doctor it is important to note the following: The average weight of a PS3 is about 7kg, which taking into account the value can make it a costly item to post. We recommend using a company called Parcel2Go (www.parcel2go.com). They can send you PS3 to us for as little as £6.99 - £10.99. Royal Mail on the other hand will charge up to £21.65 for postage.
Warranty informationAs with all repairs carried out by Console Doctor we guarantee our repair for 6 months. If, in the unlikely event you have the same problem with your PS3 within this time we are happy to repair it again free of charge. We will also refund any postage costs incurred up to the value of £15.
[Back to Top]
For sales: Call weekdays between 10am - 5pm
