It is some time now since GN Netcom introduced their ‘Fast Swap’ repair service. We pioneered it from the beginning and have worked closely with GN Netcom to make it a success. Our in-house team have dealt with all kinds of problems and equipment repairs. The team on the repair desk have compiled a ‘Frequently Asked Questions’ check list all about the repair service. Below are the answers to the most commonly asked questions:

	What is the new repair process ?
	The new repair process is called ‘Fast Swap’. This means that you receive your replacement unit within 3 working days of registering your repair. You have 5 working days to send your faulty unit off to the repair centre.
	When I send off my faulty product for repair, what do I get back as a replacement?
	You will get a ‘Factory refurbished ‘ replacement. The replacement will be sent to you in Excellent condition ‘as new’.
	Why can’t you invoice me for my chargeable repairs through my GN Netcom account which I currently have?
	GN Netcom selected Communications Solutions UK as a repair partner. Due to the Data Protection Act, GN Netcom are unable to transfer your account information to us. We therefore require you to open a new account for any chargeable repairs.
	Do I need to wait to receive my replacement product before sending my faulty product off to the repair centre?
	No, you have 5 working days from the day you register your repair to return your faulty unit. Your replacement product should be with you within 3 working days.
	What happens to any items ie, cords which are not listed on the emailed receipt for repair which I have sent in error along with my faulty product?
	If the repair centre receive any items that are not listed on the receipt for repair, you will be contacted. You will be asked whether you need the items back. If you request the items to be returned to you, you will be invoiced for a shipment/administration charge. It clearly states on the return instructions that such items should not be sent.
	How am I to send the faulty product off, and who pays for the cost of postage?
	Your faulty product should be sent so that you have a ‘Proof of Delivery’. In most cases this means by Special delivery or by courier. Your product warranty does not cover the cost of carriage to return equipment to the repair centre. This is at your expense.
	Why do I need to wait to receive the ‘ Receipt for Repair ‘ e-mail before sending off my faulty product?
	The ‘ Receipt for Repair ‘ e-mail contains all the information on the faulty product that you have registered for repair. The e-mail also provides you with your Repairs Authorisation Number (RDN). A copy of the email should be used as a despatch note and included in the packaging with the items returned. As the repair service is now a ’forward replacement ‘ system, your email authorisation included in your shipment, enables us to match up your units with the replacement units already despatched to you. If we are unable to do this, it is likely that you will be charged for the units sent to you.
	What happens if I do not send off my faulty product within the 5 working day timescale?
	If the repair centre do not receive your faulty unit, we will invoice you for your replacement product.
	Why has the repair process changed, we were happy with the old process?
	After reviewing the old repair process GN Netcom found the turnaround time for you receiving your repaired product back was taking anything up to 14 days. The new process provides you with a replacement product within 3 working days.
	I know I have a GN Netcom headset, but how do I tell what ‘ Model ‘ it is?
	Take a look at our new website where you are able to ‘ Identify your product ‘ before calling to register your repair. You will find listed both current & Older or obsolete products. The website address is :  www.gn-headset-repair.co.uk/equipment
	I have some headsets which I know are GN Netcom headsets, I also know what model they are. They do not have any barcode stickers on them, how do you know if they are in warranty or not?
	If there is no barcode sticker on the headset, even if you believe that the headset is still in warranty, then the warranty is void. The barcode sticker clearly states that if the barcode is removed then warranty will be void.
	What if I have Plantronics headsets not GN Netcom headsets, do I have to go elsewhere?
	You can contact us on 0844 477 1622, we can arrange the repair of these headsets , but this will not be under the new fast swap process.
	Do you supply new headsets as well as processing repairs?
	Yes, you can call us for all your needs, be they for new headsets, amplifiers and consumable items such as microphone covers and ear cushions.
	If I do not get my original faulty headset back once repaired, what happens to the remaining warranty that I am entitled to?
	Your remaining entitlement is transferred to the replacement headset., i.e. if your faulty headset is replaced under warranty, and it has a further 12 months remaining warranty, your replacement headset will have the further 12 months warranty put on it.
	If I have a headset repaired that is out of warranty, what is my warranty entitlement on my replacement headset?
	A further 3 month warranty will be put onto your replacement headset, when sending it to you.
	I have got a GN9120 cordless headset and I have lost the sound in the headset. What is the first thing I can try before calling yourselves?
	The most common fault in this case is where your headset has lost ‘ Pairing ‘ with the base unit. There is a way in which you can ‘ re-register ‘ your headset with the base unit. To ‘ re-register ‘ your headset with the base you simply complete the following: Unplug the power adaptor. Place the headset into the base unit. Plug the power adaptor back to the power socket. All lights flash for app. 4 seconds. After this only the battery indicator will be lit. Your headset should now be ready for use.
	I have just purchased a new GN9120 cordless headset, I am unable to get a ring tone in the headset. What should I do?
	There is a setting wheel on the side of the base unit, the wheel has the letters A – G on it in white. If you have the setting wheel on the correct letter you will get a dial tone. If you are not sure what setting you should have it on then you should either refer to the set-up literature in the box OR you can contact us on 0844 477 1630 and we will be able to advise you.

Don't forget to see our dedicated GN Netcom Headset Repair website.