The launch of our Pulsar UK Service Commitment last month has been a huge success and with that success we have learned some extremely valuable lessons.

As a valued customer you already know that we have been repairing and servicing products for more than 30 years — even when these products are out of warranty.

You’ll also know that, at Thomas Jacks, we are always striving to provide the best customer service, which is why we are writing to inform you that, over the next month, we will be making some improvements to our chargeable and out of warranty returns processes.

These changes include a complete overhaul of these processes, streamlining our support operations in order to improve turnaround times, along with the installation of new equipment to broaden the scope of what we can achieve in-house.

Our dedicated Support staff will also work alongside Pulsar’s factory technicians to undergo rigorous training, ensuring each and every member of our Support team is working to Pulsar’s standard.

Our goal is to ensure that, as the digital optics market is growing exponentially, we are growing with it and can keep providing the level of service and dedication to product longevity that you have come to expect from us over the last three decades.

These changes will take a little time to implement, which is why we unfortunately have to inform you that, during the month of September, we can only accept returns on items that are in warranty. We will be unable to accept out of warranty or chargeable returns.

We aim to be up and running again at full capacity by October 1st, 2025, and, moving forward, we will only be accepting returns through our dedicated online returns form.