General KVM Choice Issues

 

HOW COMPETITIVE ARE OUR PRICES ?
We endeavour to offer the best prices on the best products. On this type of equipment you do get what you pay for, but you don't have to pay more. We consistently watch our competitor's prices to make sure our prices are low. If you can find better prices on the web for the same products, show us or tell us - we think we can beat them! If we are wrong use our price beat promise and we will match plus give you 10 % of the difference.

 

WHY APPLY FOR A LOGIN ACCOUNT ?

If you are a frequent or quantity buyer, government, university, schools, corporate company or trader apply for a login account and we can apply a discount level to your account whether this is for quick quoting or buying.


HOW SECURE IS MY ONLINE TRANSACTION?
We do not hold any of your credit card details ourselves - they are always handled by the official, secure card payment processing services SagePay ( Protx ) as approved by HSBC Bank.

 

WHAT IS 3D SECURE, POSSIBLEY REQUIRED FOR AN ONLINE TRANSACTION? 
3D Secure stands for 3 Domain Secure. There are 3 parties involved in the 3D Secure process which are:
The Vendor,  The Acquiring Bank, Visa and MasterCard. For addiional information on 3D Secure, Contact your bank for more the easiest way to add this security feature to your online ordering.

 

MY DEBIT CARD TRANSACTION HAS BEEN REJECTED BY SAGEPAY BUT THE FUNDS APPEAR TO HAVE BEEN TAKEN ?

When a transaction is processed through the Sage Pay systems the payment is sent on to the bank for authorisation. Once authorisation has been given the transaction can still fail the validation process. This will stop the payment from settling however the funds in the account will appear to have been debited as the bank would anticipate a successful response after authorisation has been issued. This is known as a shadow. The authorisation takes the funds and places a reserve onto the shopper’s accounts. This will appear to the shopper the funds have been taken from the account. This is not the case. The authorisation simply reserves the funds to be settled at close of business that day. A typical shadow can last for 5 working days, after this time the funds will re-appear in the account and become available to spend. No money is taken from the account. If you or the shopper would like this removed earlier you must contact the card issuing bank with the authorisation code for the payment. Sage Pay can provide the authorisation code to the vendor which in turn should be given to the bank This request and authorisation code information must then be given to the Bank by the Card Holder Customer only.

 

ONLINE - CARD TROUBLE STILL NOT GETTING AN AUTHORISATION ?

Fraud prevention settings on our Sagepay payment system may cause this due to many reasons such as address or postcode registration differences, 3D Secure or time out, this is for both the card holder and the merchant's protection not to supply goods if the full criteria are not fully matched. Please do not be offended, don't worry just call us for assistance. +44 (0) 845 899 5010

 


HOW QUICKLY WILL I RECEIVE MY GOODS ?

The minute your order is received the processing starts, and if processed by 4.30 PM (GMT) then products for UK destinations are despatched the same day, by either carrier or courier on a Next Day service or Timed Delivery option. Some areas of Northern Scotland are a 2-3 Day delivery service only.

Any UK offshore deliveries, Northern Ireland, Isle of Man, Isle of Wight, Shetlands or Orkneys may be a 2-3 days service and next day delivery cannot be garanteed, these will also have an additional delivery charge.

European deliveries to major cities are usually the next day, if orders processed by 12.00 PM (GMT).
Other European destinations can take usually 1-3 days (phone for advice).
Further destinations are usually between 3-5 days (phone for advice) but we are working to improve this.

If for any reason stock is not available, preventing us from shipping your order, we shall contact you to advise when we can supply. This allows you to either cancel your order or receive at an agreed later date.

Please note - deliveries will require a signature on receipt. If the goods cannot be signed for, then you will need to contact our carrier to arrange either another suitable date or to collect from your local depot. The carrier will leave a card with their contact details. Additional delivery attempts will result in extra delivery charges of £14.00 each from the carrier.


CAN I CANCEL MY ORDER ?
Yes. Call straight away to stop any process. There are different procedures for personal consumers and business customers depending upon whether the goods have been shipped or not. Please refer to our terms and conditions.

Always keep the product box and packaging until you are sure the product is in perfect working condition and you wish to keep it. Unwanted products cannot be returned for full credit with missing parts or missing packaging they must be returned as supplied.

Unwanted products ordered online can be returned for credit within 7 days of purchase if all parts supplied are returned in the original condition/box and packaging and returned at customers expence. Product boxes or packaging must not be marked or defaced and all goods must be returned in suitable protective outer packaging to protect in transit. 


WHAT DO I DO IF SOMETHING SEEMS FAULTY?
Contact us straight away.  SUPPORT CALL +44 (0)845 899 5010

On most occasions our technical team can assist and solve any set-up problems.
If you still suspect the goods are faulty or broken then replacement and safe return of goods will be arranged quickly. 

Always keep the product box and packaging until you are sure the product is in perfect working order. If your product is suspected as faulty or not compatible we may require the product to be returned with all parts as supplied if you would like either exchange of the item or credit it in full within 30 Days of purchase. Products cannot be returned for full credit if they have any missing parts or missing packaging.

If parts or the product box/packaging is missing only the manufacturer warranty support can be given in such cases.

After 30 Days from delivery the manufacturer's return to base warranty only applies in all cases. Contact us for return warranty proceedures.

 

 

COMPLAINTS ?

If you are not happy with anything whether it be service or a product supplied. Telephone to discuss this directly on +44 (0)1252-343176 or email at support@kvmchoice.com

 

 

KVMChoice Ltd - RoHS Compliance information

 

 

KVM Choice has established a comprehensive program that is intended to promote product compliance with the restriction of the use of certain hazardous substance (RoHS) policy in order to response the legislated environmental directives being instituted throughout the world.
The purpose of the RoHS Directive is to reduce the waste management problems linked to substances likely to pose risks to health and the environment. The RoHS directive specifically addresses the reduction of use and ultimate banning of the following substances:
a. Lead
b. Cadmium
c. Hexavalent Chromium
d. Mercury
e. PBBs (Polybrominated biphenyls)
f. PBDEs (Polybrominated diphenyl ethers)
KVM Choice recognizes the significance of European RoHS compliance to many of our customers. We are committed to follow through RoHS compliance. With these new processes KVM Choice will be able to help its customers stand on of the ROHS requirements. The RoHS and equivalent directives avoid using of the hazardous substances in products placed into the market effective July 1, 2006. All new products stock bought in and supplied from this date, and all products newly manufacturered provided by KVM Choice Ltd from this date shall be RoHS compliant.