Repair & Service
UPDATE: We will be accepting service and repair requests from Monday 15th June 2020. Please read the information below.
IMPORTANT - NEW PROCEDURES
Due to the current global Coronavirus pandemic, we have introduced new procedures for receiving Sugden products for repair and service.
Please read the information below and follow the instructions. All items must now have a Returns Number allocated before arriving at our factory. We will not accept any units for repair/service without a Returns Number.
Here at Sugden, we are pleased to offer a 'TLC' service for your treasured amplifier/CD player.
This is a courtesy service offered for older units and is performed alongside the manufacture of new products. Where possible we will do everything we can to revive your vintage Sugden items but it is important to be aware that certain components are now becoming or have become obsolete.
As electronic components age and tolerances deteriorate, it is impossible for us to return a vintage product back to its original specification. We provide a 28 day guarantee on vintage and CD equipment covering the repair and service work we carry out. Any new faults or faults that were not specified originally that occur during this guarantee period will not be covered.
There is a minimum service charge of £150.00 including VAT per unit (excludes shipping), however if we feel the work required to bring the unit to a reasonable working condition is likely to be expensive or is not justifiable, we will contact you. You will be responsible for the cost of returning the unit to you.
WHAT YOU MUST DO TO RETURN YOUR SUGDEN PRODUCT FOR SERVICE/REPAIR:-
Contact us BY EMAIL at email@example.com stating the model and serial number to obtain a Returns Number. Please do not telephone as you will only be asked to email.
You will receive a Sugden Repair Sheet by email containing your unique Returns Number, however you will not receive this until there is an available slot.
Complete ALL the highlighted fields and send the form back by email. Please also print and send a copy with your Sugden product. If you cannot complete the form digitally, please print, complete and enclose the form with the unit.
Pack your Sugden product well, preferably using its original box and packaging. Ensure there is plenty of packaging around the unit before placing it in a suitably sized box.
Place the Returns Note inside the box with the unit.
Write your Name and Returns Number on the outside of the box.
Send it to us at the address below. Please note your Returns Number will be valid for 10 days after which it will expire if the unit is not received.
We prefer that units are sent to us by courier but if you wish to bring the unit to the factory once a Returns Number has been issued, it must still be packed and sealed in a suitable box. You will be asked to leave the unit at Reception to ensure social distancing measures are followed.
To ensure the safety of our staff, all items will be quarantined for a period of 5 days and therefore the number of units we can accept at any one time will be limited.
We expect service/repairs to take around 4-6 weeks however we will of course try to complete sooner.
All products receive a full specification check and bench test before leaving our factory.
NB: If a Sugden product is returned to our factory in a poor condition or has been modified we will not repair or service the unit.
J. E. Sugden & Co. Ltd. - Service Dept.
Valley Works, Station Lane
Our usual opening hours for drop-off/collection are as follows but we would always recommend calling or emailing first.
Monday to Thursday: 8.30am-4.00pm
Closed for lunch: 12.00-1.00pm
Note: We ask that all visitors park on Smithies Lane, next to the factory.
Updated: 11th June 2020