Service Update: Non-Warranty & Chargeable Returns
At Thomas Jacks, we have proudly serviced and repaired products for over thirty years. The digital optics market has experienced unprecedented growth, leading to exceptionally high demand for our repair and support services.
To ensure that our operational systems and capacity continue to grow alongside this market, allowing us to deliver the high standards you rely on, we are dedicating time to implement essential process and system enhancements.
Focusing on Future Capacity and Quality Systems
To successfully streamline our internal systems and execute critical specialised factory training for our dedicated Support staff, we must temporarily pause accepting certain types of returns.
This focused period is vital for implementing immediate process improvements that will significantly increase our future service capacity and ensure superior performance as we prepare for a major operational overhaul later in the year.
What This Means for You
- Temporary Pause: We are currently unable to accept any out-of-warranty or chargeable returns.
- Highest Priority: We want to assure you that in-warranty repairs remain our top priority. There will be no changes to the return process for devices within their warranty period. We will continue to process these repairs as promptly as possible, including meeting the Pulsar UK Service Commitment.
Resumption Date: We sincerely regret any inconvenience this may cause and expect to resume accepting all returns on Monday, 2nd February 2026.
The Result of This Focus Period
This dedicated time is an investment in our internal infrastructure that will allow our team to implement crucial interim changes, immediately resulting in:
- Improved consistency and quality through enhanced internal systems.
- Increased operational efficiency to handle future demand.
- Preparation for the major support improvements.
Thank you for bearing with us as we work to enhance the service you have come to expect from Thomas Jacks over the last three decades.
