Castelan electrical goods care and repair

For first year guarantees, warranties and contract repair, the Castelan Group provides a reassuringly fast and effective after sales customer care service. We cover the whole of the UK with an expert team of electrical goods care and repair mobile technicians. Each team member has the equipment and knowledge to advise customers and help resolve technical issues.  

For claims and contract repairs

The Castelan Group electrical care and repair network was established to resolve claims against first year guarantees and warranties. However, as a retailer or manufacturer, you can also access our service and technical expertise to support your non-guarantee and non-warranty customers on a contract repair basis.

Accredited professional teams

We use established networks of mobile electrical goods technicians to support customers anywhere in the UK. Every technician is fully accredited and the service they deliver is distinctly professional.

Fully equipped mobile care centres

Each of our electrical goods technicians drives what is in effect a mobile warehouse of tools and components required to diagnose faults and conduct on the spot repairs. This reflects the Castelan goal of resolving problems at the first visit.

Experts in fault diagnosis

Fault diagnosis is the first crucial stage in any electrical goods service assignment. Our technicians are highly experienced and know all the processes for identifying whether the product has been set up correctly, whether it is being used correctly or whether there is a fundamental mechanical fault.

PDA links for timely communications

At Castelan we are firm believers in the use of modern communications technologies to enhance the efficiency of our electrical goods care and repair service. Every technician carries a PDA that can communicate with the main Castelan Group system. Details of each assignment are sent to the relevant local technician’s PDA. Similarly, the technician completes a report with photographs after each home visit and sends it to us so that everyone is aware of the current status.

To repair or replace

Through the efficiency of the Castelan PDA communications, our technician will arrive at your customer’s home knowing in advance the nature of the technical problem. He or she will also have ensured that they are carrying suitable replacement components.

If it is possible to conduct a home repair, the technician will do so at that first visit. If the problem is more serious, the technician will arrange either for the product to be transferred to a repair centre or advise us of the need for a replacement.

A speedy response to claims

We promise to resolve a customer’s technical problem as quickly and efficiently as possible.

The Castelan target is that details of an assignment are sent to the field technician within 24 hours of the customer notifying us. The technician then contacts the customer within 24 hours to book an appointment. Assuming the customer can be at home, the technician will fulfil the appointment within three working days.