Frequently Asked Questions
This page is designed to answer the common questions asked by our customers.
If you cannot
find the answer to your specific query, or would prefer to speak to a real person, please contact us by Telephone or Email.
Telephone: +44(0)1753 596000
Email: info@TestEquipmentHQ.com
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1. Can I trust second-user equipment?
If you buy from Test Equipment Solutions, YES.
We subject all equipment to a 17 point test and refurbishment process to ensure the equipment is supplied reliably working to the original manufacturers specification with manuals and accessories. The equipment has passed it's "infant mortality" phase which means less chance of failures than buying new. The intrinsic high quality of test equipment ensures high mean-time-between-failure (MTBF) figures, giving literally decades of use. We back this up with a full 12 months "no quibble" parts and labour warranty for UK customers.
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2. What if equipment is outside of the manufacturers support period?
In the unfortunate event of a fault while equipment is covered by our warranty, we will repair or replace it regardless of whether it is still within the manufacturers support period or not. Outside of the warranty period, there are several options for repair, again regardless of support status.
Generally, if equipment is out of support it doesn't mean the manufacturer won't repair it, it means they don't GUARANTEE that they can repair it. In most cases, they are still able to repair out of support equipment. In addition, there are many independent repair houses who are capable of repairing equipment down to component level. IN OUR ENTIRE HISTORY, WE HAVE NEVER FAILED TO GET FAULTY EQUIPMENT REPAIRED. Even in the worst-case scenario of equipment being unrepairable, there is the option of replacing it. Typically, the combined second-user price of the faulty unit AND it's replacement is still lower than buying a single new unit. Buying second user will not leave you high and dry for service support.
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3. Are all the products on your website in stock?
We hold a huge range of test instruments physically at our site, ready to go. This stock is constantly changing as we buy and sell items. We update our website regularly to give as accurate a picture as possible of our current stock. With such a dynamic stock, though, there are times when items advertised as ‘in stock’ are sold before the website is updated. However, items are continually being added and with our comprehensive world-wide sourcing ability, it is extremely rare that we are unable to supply an advertised item.
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4. How can I be sure my second user supplier isn't a "cowboy"?
Sadly, as in many walks of life, there are some less scrupulous second user suppliers around and picking the wrong one can be an expensive mistake. Whilst the Internet has given us all vastly better access and information, it also allows one-man-bands working out of their bedroom to appear as a large company on the Web.
Make some sensible enquiries. How many people do they employ? What's their turnover? Do they have audited accounts? Can anyone recommend them? How many warranty repairs have they carried out to the customer's satisfaction? Can you visit their site? When you phone, does there only ever seem to be one person there? If you can't get acceptable answers to any such questions walk away.
Second user is not "money for old rope". It requires a professional operation to support procurement, stock control, sales, quality, customer service, logistics, finance, engineering and administration to name a few. Companies without this structure simply cannot provide the levels of service, especially when things go wrong which, with the best will in the world, they sometimes do.
Similarly, be wary of buying from companies outside of the UK. They often have little regard for aspects such as legislation (e.g. EMC, safety) and the distance really makes itself felt when you need customer service.
We are committed to providing the best in second user and we are happy to be subject to any test of that commitment.
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5. Do I really save money with second-user?
Yes, you make real savings against the price of buying new, typically between 30% and 70%. With most products we can deliver quicker than new, potentially saving rental costs whilst you wait for the manufacturer to deliver. With high reliability (see (1) above), cost of ownership is also reduced.
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6. Why are your rental rates lower than other suppliers?
We have much lower overheads than many rental companies and we do not have shareholders to keep happy. We buy equipment at lower cost as we are not tied into buying new from specific manufacturers and pass that saving onto our customers. And we're not greedy!
Our aim is to provide an excellent service at a low cost. We review both our prices and our service levels on a monthly basis to ensure we are offering the best deal in the UK.
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7. Can I get the test equipment I need?
As a manufacturer independent vendor we can offer all product types from all manufacturers. In addition to our own large stock of equipment, we are able to call upon over 500 sources of equipment worldwide to satisfy your requirements.
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8. I don't know what type of equipment will meet my needs - can you help?
Being independent, we have no bias and are able to offer technical and commercial advice specific to your needs. We have qualified and experienced test engineers who are able to talk through your requirements. Call us on 01753 596000 we do not operate automatic phone systems, you speak to a real person straight away!
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9. Can I get detailed information on the products you supply?
We are able to supply detailed datasheets for all the products we offer. We can also arrange 7-day trials on some equipment if this data is not enough to answer all the queries you may have. Extended trials can be arranged as rentals with some rebate agreed in advance if this is required.
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10. Will the equipment be tested before being delivered to me?
Our product quality is second to none. Every item goes through our 17 point Delta Test process prior to delivery. This ensures items are fully tested to manufacturers specifications and are subject to electrical, mechanical and cosmetic refurbishment. We have a comprehensive in house laboratory with, for example, calibrated DC 26.5GHz capability. All items are supplied with a free of charge Certificate of Conformance. Certificates of Calibration are available on request at cost.
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11. How quickly can I expect delivery?
Many items are carried in stock and, if required, can be made available for delivery within 24 hours. Normally, items are despatched within 5 days of order. Items we order in specifically for you would normally be delivered within 5-14 days; our quotes will clearly indicate the delivery schedule so you can plan accordingly. We will always endeavour to meet your needs so please let us know of any specific requirements.
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12. What sort of warranty do you provide?
We offer a full 12 month "no quibble" parts and labour warranty for UK orders. If we aren't prepared to offer a warranty, we don't sell the product!! Warranty specifics vary depending on the location of the buyer, as follows:
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UK Customers: |
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12 month return to base parts and labour warranty. We pay delivery and collect charges
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Andorra, Australia, Austria, Belgium, Canada, Cyprus, Denmark, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Japan, Liechtenstein, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, Turkey and United States customers: |
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3 month return to base parts and labour warranty. Customer pays delivery and collection charges to our UK premises.
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Rest of the World: |
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1 month return to base parts and labour warranty. Customer pays delivery and collection charges to our UK premises
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We warrant that the equipment will be fully functional for its intended purpose at the time of delivery and for the period after delivery as indicated above. Should the equipment prove faulty, we shall either repair the equipment, replace it (or the part in question) or refund the price of the equipment, at our discretion. Please see our Terms and Conditions for full warranty policy details.
We can offer extended warranties on many products for minimal extra cost. Please call our team on 01753 596000 to find out exactly what we can do for you.
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13. Can you provide specific Calibration Certification?
We are able to offer calibration to any required standard on request at cost. We use approved external Calibration Houses and manage the whole process. The equipment arrives at your door fully calibrated with results and certification to your required standard. Note that there will be an inevitable increase in lead time if calibration is required.
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14. How do I place an order?
We can accept your official Purchase Order by Post, Fax or E-mail whichever suits you. We recommend you check availability with us before placing your order. All the products we advertise (and more) are usually available but, as stock changes regularly, it may affect lead times. We will provide a formal quotation for you detailing the delivery schedule and up to date pricing.
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15. What credit terms can you offer?
For new customers and those who do not have suitable trading histories, we require payment prior to despatch. When you place your order we will work with you to establish the optimum payment method for you. If you are required to pay before delivery we will be happy to produce a Pro-Forma invoice.
Once we have established a trading history with your company we will typically offer a 30-day credit account. We may also open such an account immediately for well established companies or those with good credit ratings.
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16. What methods of payment do you accept?
We can accept most valid methods of payment including:
1. Cash.
2. Cheque or Bankers Draft.
3. Most major credit cards for UK customers.
4. BACS (wire transfer) payments. The quickest method of obtaining cleared funds. This is also the preferred payment method for International Customers.
Call us on 01753 596000 and we can establish the best payment method for your requirements.
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17. How will you deliver the equipment to me?
The exact method of shipment will vary depending on the final destination. Our two prime partners for delivery are currently:
Initial Citylink for UK mainland deliveries. Offering a wide range of timed delivery choice, including Saturday deliveries. This gives flexibility to meet the needs of both our rental and sales customers.
FedEx for International deliveries. With one of the broadest choices of destinations covered directly, FedEx gives us the ability to deliver virtually anywhere in the world.
Equipment is packed in custom made double walled cartons using 'Instapack' foam void filler. Boxes are marked "fragile" and are clearly annotated with destination details.
Of course you may use your own courier or collect in person. Note that if we deliver to you, we insure the equipment to your door. If you or your representative collect, you assume liability for the equipment at the collection point. Please let us know your packing requirements if you are collecting yourself.
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18. What do I do if there is a problem with the equipment on receipt?
If equipment arrives and is damaged, it is important that you follow the steps below to ensure your company is not liable for the repair costs (note that "damage" refers to damage to the packaging and any consequential damage to the equipment within):
- Have the courier acknowledge the damage on YOUR paperwork.
- Note the damage on the COURIERS paperwork.
- Photograph the damage (packaging and equipment).
- Retain the packaging.
- Notify us immediately.
- Forward the photographs and copies of your / the courier's paperwork to us.
If the packaging is undamaged but the equipment appears damaged, please follow the last four steps above.
If the equipment is undamaged but doesn't appear to function correctly then please see Q.19 below.
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19. What do I do if the unit appears to malfunction during use?
Call us immediately on 01753 596000. We will work with you to verify the nature of the problem. It is sometimes possible to facilitate a "fix" over the phone. If not, we will collect it from you (UK mainland) at our expense (a unique feature of TES and an indication of our commitment to customer service) and organise a priority repair. Once complete, we will return the equipment to you. Alternatively, we may provide a replacement unit. Note that on request we will endeavour to loan you another unit to cover any repair period. This service is subject to availability so we cannot guarantee a loan unit but we will always endeavour to help. Regardless of the situation, we will always work to provide the best solution under our warranty.
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20. I can't seem to get the equipment to do what I want. Can you help?
We offer full technical support to help you with using the equipment. Our experienced Technical team will be delighted to help you overcome any problems. Call us on 01753 596000.
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21. What if I have any query relating to purchasing or renting equipment from TES?
Our aim is to ensure that all our customers are happy at all times. We will deal with any query or issue relating to test equipment you may have, technical, commercial or otherwise. Just give us a ring and we will endeavour to provide the right answers for you. Remember, we answer our phones no automated systems!
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22. I am not a UK based customer, how can I deal with you?
We are able to supply our complete range of products to almost anywhere in the world. Simply contact us in the normal way, as detailed in other parts of this FAQ. All prices are quoted Ex-Works and exclusive of Duty and VAT. Note that there may be local or international import or usage restrictions in the destination country and it is your responsibility to comply with them.
Equipment undergoes our usual high standards of refurbishment and is generally configured to operate on 240V 50Hz power. If you require a different setting, please let us know and we will configure the equipment prior to shipment. All items are packaged suitable for air freight so they arrive safely, with the necessary manuals and accessories. Customers are welcome to inspect equipment at our premises prior to shipment.
All equipment carries a full warranty (See Q.10 above). Note that in all cases it is a return-to-UK warranty. The equipment must be returned to our UK premises at the customers expense.
Cleared payment in UK Pounds by telegraphic transfer is required prior to shipment. Unfortunately, due to international fraud issues, we are unable to accept credit card payment for orders from non-UK based customers.
VAT is applicable to sales as follows:
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EU Customers: |
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Your current EU VAT registration details are required prior to shipping. If you are not VAT registered we have to charge you an additional 15.0% for UK VAT
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Rest of the World: |
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If you wish to use an international carrier such as Fed-Ex or TNT to export the goods, simply give us the details and we take care of the rest. In this instance, VAT is not charged. If you wish to take the goods with you we must add 15.0% VAT to comply with UK customs regulations. You can reclaim the VAT once the goods are exported and we will give you the relevant forms to accomplish this.
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The easiest transportation arrangement is for you to instruct an international freight carrier such as Fed-Ex to collect the goods from our premises and deliver them to your international destination. They are highly skilled at this process and will handle all the necessary paperwork. They will normally contact you when the equipment arrives at the destination port for any import information they need, such as duty tariffs.
We are able to organise transport for you and will simply add the cost to your invoice. Note that in ALL CASES the equipment is sold Ex-Works, which means you are responsible for the equipment as soon as it leaves our premises. We strongly recommend you arrange insurance which is normally available from the freight carrier at extra cost. Again, we can arrange this for you if required.
Unfortunately all written and verbal communications can currently only be conducted in English. Similarly, manuals and documentation supplied are in English.
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23. I need to rent some equipment what should I do?
Just call us and let us know what you require. All of the features of our business indicated above also apply to rental such as product range, availability, quality, how to order, delivery etc.
We offer the most competitive pricing in the industry. If you are renting from another supplier, consider switching your current rentals to us you'll almost certainly save a substantial amount of money. Ask you current supplier for a report of all items you have on rent and forward it to us. We will provide you with a competitive quotation.
Note that rental prices for a 4 week period are quoted on this website. Call us for quotes on other rental periods.
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24. How long can I rent equipment for?
You can rent equipment for any period from 1 week to as long as you like! You can call us at any time to extend the rental for any further period you require.
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25. What price do I pay for my rental?
The initial rate you pay is based upon the initial rental period you commit to. If you then extend the rental we will work with you to ensure that you are paying the optimum rate. We typically find that our rates are 30% lower than previously available to the market, so along with our pro-active management of your rental you will find significant savings using TES as your supplier.
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26. I have rented some equipment and would like to buy it, what are my options?
If you have rented the equipment from TES then we can offer you the opportunity to buy that equipment AND make some allowances for the rental you have already paid. Call us today to get a price on 01753 596000.
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27. I need some equipment now but capital is not available for some time, can you help me?
We have the ability to be very flexible on the way we structure specific deals for individual customers. Using the rental payments as a contribution towards purchase is one way we could help. There are many other options available so call us and discuss your specific needs on 01753 596000.
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28. I have finished with my equipment on rent, what do I do?
Call us on 01753 596000 and we will provide you with an Off Rental Reference and arrange with you how the equipment will be returned to us. Most customers use our return journey transport service so we can arrange the couriers etc. on their behalf. We will always ask for the equipment to be well packed for shipment, typically using the original packing materials we supplied on delivery. Our courier will provide all of the paperwork required for the return, although clearly marking the box with our address and removing any old shipment labels will help ensure there are no problems with the return journey.
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29. My rental is coming to an end but I need to keep the equipment for longer, what do I do?
Call us on 01753 596000, we will work with you to ensure that the rental rate you pay is then optimised for the rental period. Typically we will need to be provided with a new purchase order to cover this extension period. Our Sales Engineers will talk to every customer at the end of their committed rental periods, but if you know what you need to do before this date you might be able to save money by calling us earlier and arranging the extension.
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30. I have surplus test equipment to sell. Would you be interested in buying it?
We are always interested in purchasing quality second user equipment. Let us know what you have, giving as much detail as possible (e.g. manufacturer, model, options, serial number, condition). If the equipment is of interest, we will make an offer to purchase. Either way we will give you an honest assessment of it's saleability. Once we have agreed the purchase, we will normally ask for a period of grace to functionally check the equipment. All we ask is that it is complete as described and works to manufacturers specification. Once the deal is complete you have no further obligation to us.
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