Terms & Conditions

Booking Jobs

Please provide as much information as possible. Product description and serial number, full customer details (including name, address & phone number) and an accurate fault description should be included. If the product serial number is not provided, it will not be possible to give a reliable estimate of the repair cost. Only parts supplied by Merlin Audio Visual Limited will be fitted by our engineer. All repairs are undertaken on the assumption that the product is mounted on a genuine Bang & Olufsen stand/bracket. Third party and aftermarket mounting solutions may prevent the repair.

Estimated Cost of Repair

Estimates for the cost of chargeable repairs are supplied in good faith but are an advisory amount using information gained from previously repaired products with similar faults. When the product is not inspected prior to the estimate, it will be based solely on the information supplied by the customer. If this information is incorrect or incomplete, the cost may be subject to change. Ancillary equipment attached to the product, may increase the time taken to complete the repair and, therefore the cost. Certain faults can cause secondary problems, which only become apparent once the initial fault is repaired. If this proves to be the case, the dealer/customer will be advised, and a revised estimate will be provided as soon as possible.  Certain fault conditions can be caused by different component failures, which would give the same symptoms. The most likely cause would be assumed and repaired first, but a second visit may be required, if the fault persists. 

Repair Charges

Repair costs are subject to VAT at the prevailing rate (currently 20%), irrespective of method of payment. Invoices terms are strictly 7 days nett. All parts and items supplied remain the property of Merlin Audio Visual Limited until paid for in full. Payment can be made by cash, cheque, bank transfer or credit/debit card. Call-out charges should be paid in advance of the visit. The call-out charge only covers the cost of travel to and from the customers home. The call-out is still chargeable even if the repair is not viable, and an inspection fee may also be charged.

Warranty

Bang & Olufsen will only cover the cost of warranty repairs if it proves to be the product at fault. If it’s a problem with setup, installation or associated items, then the visit and repair will be chargeable.  

Unless stated otherwise, all chargeable repairs carry a 90 days parts and labour warranty for the same fault with the same parts. Only repairs using parts supplied and fitted by Merlin Audio Visual Limited are covered by this warranty. No warranty is offered if the invoice is not fully settled within an acceptable period. The repair warranty is on a “like for like” basis, i.e. If the initial repair included a call-out, the warranty repair will be done in the same place. Workshop/in-store repairs will need to be returned to base. Certain Bang & Olufsen parts carry a 6 month or even a 12 month warranty. If the repair used these parts, the warranty repair will include these parts at no charge during this period. If the initial repair was more than 90 days ago and the cost of call-out and/or labour cannot be reclaimed from Bang & Olufsen, these will have to be passed on to the customer. 
 

Network Issues

After extensive testing, we have proved that networks using ISP-supplied equipment (i.e. BT HomeHub or Virgin Superhub) do not offer enough capacity for reliable media streaming and multi-room operation.  Mesh networks, in particular, cause problems with multi-room audio.  Bang & Olufsen suggest an incoming internet speed of at least 30Mbs is required for stable media streaming. Due to the nature of wireless networking, we can provide no warranty against problems caused by interference by neighbouring networks or local conditions. We will try to mitigate the problem, but conditions can change once our engineer has left the site. 

E&OE - October 2022