The ONELAN repair centre can only diagnose faulty Net-Top-Boxes by replacing components.
By the time we know what the fault was, the Net-Top-Box is fully repaired.
When we return the unit, we send an e-mail listing the faulty component(s).
We ask for a fixed-cost, up-front payment and do not touch the unit until we have this commitment from the owner.
We do this as a practical expediency to keep the repair cost as low as possible.
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We must have an up-front commitment before we touch a faulty unit.
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If we were to diagnose the fault and then contact the owner to ask for a go-ahead, what would do we do if they were to decline?
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What would it achieve to put faulty components back into the unit?
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Being bound to contact the owner to get a go-ahead and waiting for a reply has an administration cost associated with it and can introduce unnecessary delays into the repair process.
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We decided that it was in everyone's best interest to allow the owner of the Net-Top-Box to deal directly with ONELAN regarding repairs.
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In the past, we asked for the up-front commitment from the ONELAN Dealer who sold the unit.
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This was because we do not normally have a commercial relationship with the owner of the Net-Top-Box.
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This process was complicated and confusing and could significantly delay the repair process.
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Net-Top-Box owners can only deal directly with ONELAN if they can pay by credit card (or cheque).
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To make it possible to achieve both an up-front commitment and payment by credit card, we had to implement a fixed-cost repair policy.
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The fixed-cost value was arrived at by calculating the average historical repair cost.
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In the case of a motherboard failure, for example, the actual repair cost is higher than the fixed-cost.
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Disk failures, on the other hand, cost less to repair.
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Our biggest expense in most repairs is the labour, administration and shipping component.
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We are committed to keeping the repair cost as low as possible.
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By implementing the fixed-cost repair and payment by credit card, we hope to reduce our admin cost and to pass savings on to our customers in the future.
