Here you can find we've answered some of our frequently asked questions. If you have a question that isn’t covered below please feel free to get in touch and ask us anything
1. How long do I have to wait before my console is returned to me in working condition?
The couriers generally take 1-2 days each way, and our average repair times are between 1-5 working days. In total, the whole process will take on average between 5-10 working days.
2. The same part of my console has become faulty again after repair but is still under the guarantee period, how do I resolve this?
In the unlikely event that your console becomes faulty again during your guarantee period please log in to you online account, go to the ‘My Repairs’ tab, ‘View’ your previous repair, and then submit a warranty request at the bottom of the page. We will then review and accept your request so that you can return the console to us.
3. What do I receive as proof of my guarantee and payment?
We send you an automated email with your receipt; we try to cut down on the amount of paper we use, if you want you can print off the email as proof. Also we have all the details of your repair stored on our secure database.
4. What if my console has more than one fault?
Send us the console under ‘free estimate’. Once we receive your console we will assess the faults and contact you with a quote for repair.
5. What if my console can't be repaired?
95% of all faults can be repaired - however, in the unlikely event we can’t fix your console, you will be offered a trade-in price against a brand new machine of similar make and model. If, for whatever reason, we can’t fix your console and you do not wish to trade it in, Console Doctor will charge £10 to cover the cost of postage.
Alternatively, if you do not wish to get your faulty console returned, we can safely recycle the unit for you, free of charge.
Commencement date 01/12/2011.
1. How do I post my console to you?
Customers wanting to send a console for repair should use the DPD Pickup Returns service, It’s free, convenient, and fully trackable. Once you have placed your order through the site you can print your free post label. After you have packaged up your console securely and attached your free post label to the box, take it to your nearest DPD Pickup shop (there are 6000+ in the UK).
If, for whatever reason, you can’t print the label, please contact us via the methods listed below to request that a label be posted to your address.
0191 580 1838
2. Are there any charges for return delivery?
If you are based in mainland UK, the cost of postage is included in the repair price quoted on our website. For all other customers, an extra charge is added to the cost; please contact us for full details.
3. How should I package my console?
For small consoles such as the 3DS and PSP, simply a layer of bubble wrap and a Jiffy bag will be sufficient to protect your item. For larger consoles such as the PlayStation 4, please use the original packaging (i.e. the box your console was in when you purchased it), as we find this is the best way to ensure your console has sufficient protection in transit. If you do not have the original packaging, please use a box of a suitable size with a generous layer of protective packaging (i.e. bubble wrap).
4. I forgot to include 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 receive a console of your description without a printed delivery slip, we will be able to pair your details with it.
5. How is my console returned to me?
We use DPD’s 24-hour* delivery service to return all consoles. You will be emailed your tracking number when we have posted your console. Once you have been provided with a tracking number you can track your consoles delivery progress HERE .
*24-hour delivery service is next working day and operates Monday to Friday. Certain addresses (e.g. Northern Ireland) use a 48 hour service, as no 24 hour service is available.
1. What is your postal Address?
Newcastle upon Tyne
2. Is it possible to check the status of my repair?
To check the status of your repair, log into your account and click the 'My Repairs' button. This will display a full list of all your repairs; see the ‘Stage’ column for the current status of your console.
3. Where is Console Doctor based in the UK?
We are based in the North East of England on the Newcastle Upon Tyne Quayside.
4. How quickly can I expect a reply to a support ticket I've created?
Our support desk operators are notified whenever a new support ticket is created. We aim to respond to your tickets within 24 working hours.
Our opening hours are: 10.00 – 18.00, Monday to Friday.
1. 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 & fully tested. We will send you a notification via email and text message when the console is repaired.
2. How do I pay for my repair?
We take payment using a system called Sage Pay. After your console has been repaired, you will be emailed an invoice. Then you simply log into your account and select the 'Pay Now' option. If you have problems using this method, please contact Console Doctor via the methods listed below for advice.
0191 580 1838
3. Do you accept cheques or postal orders?
Unfortunately we only accept credit or debit cards