Question 1

What Services do you offer?

Accepted Answer

We offer a repair service for most electronic devices. Graphics Cards, Processors, Motherboards, Laptops, Gaming Consoles, Micro-soldering, whatever your needs, we offer a great service, at a great fee. Get in touch to discuss your needs!

Question 2

What are your turnaround times?

Accepted Answer

We try to do this as quickly as possible, but depending on workload our turnarounds are as follows;

* The turnaround times listed are average estimates and may be subjected to change at any time - Sometimes our turnaround times may need to be extended due to an excessive amount of workload in at one time, if this is the case we will make you aware as soon as possible. Please feel free to reach out to us before making a purchase to get an idea of our current workload.

Question 3

How do I send my device to you?

Accepted Answer

The initial postage arrangement and cost of sending your item into us for repair is to be managed and paid for by yourself, the customer, using a service of your choice. The postage fee paid to us at checkout is for the safe return of your device only.

Once you have purchased the correct GPU Repair Service from the drop down list, please carefully package your device and use a tracked and signed for service to ensure the items safe arrival. Please mail the items to the following address.

B-hawk Gaming
14 Brombil Street,
Port Talbot,
Neath Port Talbot,
SA13 1ND.

If you could also, please follow these steps:
- Add any information regarding the faults, if the symptoms are known to the parcel itself.
- Add your name to the outside of the parcel so we can identify which items belong to you. If this is on the outside it is easier for us, if it is on the inside, then we could have a delay since we receive multiple parcels on a daily basis and prefer to open a parcel only when we are ready to work on that device.
- Send a message to us stating what device (brand and model) you intend to mail in, if we haven't discussed this already.
- Include your email address in the parcel so we can invoice for repairs.

Question 4

Why am I being charged so much for shipping?

Accepted Answer

We only want to cover the cost of insurance and returning the devices/parcels. The weight and value of devices/parcels vary and so the charges vary. The excess shipping charges for a multiple device purchase will be deducted from the final fee. If you paid more than the final fee, we will reimburse the difference. Please feel free to contact us if you would like us to create an order with a reduced charge.

Question 5

Do you offer a Warranty on your repairs?

Accepted Answer

Devices are subject to a 30 day warranty period for the same fault, or same parts. Please ensure to test your device as soon as you receive it back to avoid missing the warranty deadline.

Cracked boards do not carry a warranty period. They will not be accepted back for a free repair if they fail after leaving us.

Question 6

What are you shipping locations?

Accepted Answer

Hello, delivery is available for both UK and European regions, please select the correct shipping region at checkout. Price varies depending on location.

*Delivery times are estimates only and do not consider any unforeseeable delays.
**Prices may be subjected to change at any time, depending on our delivery provider’s prices.
***Shipping charges for a multiple device purchase may be deducted from final fee if they are light enough to be sent back together as one parcel.

We have two regular posting days, all cards ready to be returned to the customer will be carried out on Wednesday and Saturday and will be carried out by our chosen provider Royal Mail. For UK deliveries we use the ‘Special Delivery Guaranteed by 1pm’ Service and for International deliveries we use the ‘International Tracked & Signed’ Service.

International Shipping Disclaimer:
The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with you the customer. 
B-Hawk Gaming will NOT be responsible for paying any of these charges. 
 Due to customs delays and other factors outside of our control, orders may take longer to arrive. B-Hawk Gaming will NOT be held responsible for any delays that may occur.

Question 7

Are there any additional charges I should be aware of?

Accepted Answer

In order to simplify and speed up the repair process for all devices. Customers should be prepared to cover the cost of a single component, such as a memory module, power-stage, phase-controller, or any minor component which, if necessary for a repair, will be replaced automatically. We hope that this will speed up our turnaround times since we can complete repairs without communication delays. We will still communicate for any further problems or costs.

Question 8

Do you have a breakdown of costs for typical repairs?

Accepted Answer

Repairs require different things. But as a general guideline, below is a list of potential and estimated additional costs, these are average prices. They can fluctuate depending on our suppliers.

The fees for spares/sockets/core re-balling will apply even if the repair is not successful in the end.
Memory module replacement:
 GDDR5 - £5 each 
 GDDR5x - £5 each 
 GDDR6 (1GB) - £10 each 
 GDDR6-(2GB) - £15 each 
 GDDR6x (1GB) - £15 each
GDDR6x (2GB) - £20 each
Core: 
 Reflow – Free (not advisable though because we need to physically check the connections/traces) 
 Re-ball - £50 
Controllers & Power: 
 PWM - £5 each 
 POWERSTAGES - £5 each

Thermals: 
 VRAM pads - £15/£20 depending on the card 
 Paste for Core - free, and replaced with every card opened.

Motherboard Sockets: 
 AM5 - £20 
2066 - £20 
2011- £20 
All other socket types - included within the repair fee.

Question 9

What is the best way to send my device?

Accepted Answer

We recommend using a suitably sized box, to allow a few inches of packing material. Then wrapping the device several times in bubble wrap, and placing it into the box and filling with extra material so that it can’t “rattle” around. If possible avoid pulling any wrapping/tape too tightly around the device itself. It can cause stresses and further damage if it is too tight.

Question 10

What do you need in order to repair my device?

Accepted Answer

We know that coolers are bulky and expensive to post. But we require an original/compatible cooler so we can fully stress test a device once it is repaired. We also prefer that you send in the cooler that you intend to use, be it water/air. Then we can get it running perfectly, so that you will not have to reopen or tamper with it after it is repaired.

Question 11

Is it safe to post my device to you?

Accepted Answer

We cannot stress enough, that you should always accurately insure any device at its potential value when posting it. The courier will only pay out that sum if the worst should happen. The device will be fully insured when it is returned to you, from us, and it will be sent as special delivery which is highly unlikely to have any problems.

Question 12

What defines a successful repair?

Accepted Answer

A successful repair is denoted as any device that has passed all post repair testing without issues. This refers to the functionality of the device, and may not include cosmetics such as plastic covers and/or LEDS.

Question 13

What if my device fails again after receiving it back?

Accepted Answer

In the event that a device fails again, we ask that you cover postage back to us, and we will cover it back to you. If we are not able to repair it the second time, we will also refund the repair fee paid to us (£50).

Question 14

What if the device fails again, but has a different problem?

Accepted Answer

In some cases, a device may require further work to repair it; this will attract the additional fees if it wasn’t part of the initial repair. For example, a card that has a memory issue that might be repaired with a memory module replacement. Then it may fail after approximately one week. This is due to solder balls/traces being temporarily connected after heating the area around the core. The second repair will usually require a core re-ball which wasn’t part of the initial repair. This will then attract the extra re-balling fee, but not the handling or repair fee initially paid.

The device will be scrutinized when returned, any extra damage that was not present during the first successful repair, or the fault is found to be caused by the user/owner will void this warranty and full fees will be required to repair it once again.

Question 15

What if my device fails and I return it for the second time, but there are no problems found with it?

Accepted Answer

If the device is found to have no problems and is sent in for no reason, we will then ask you to cover the return postage.

Question 16

Do you have a Multi Buy Discount?

Accepted Answer

Currently due to workload, we are unable to offer a multi buy discount. If this were to change in the future all discounts will be clearly displayed on the homepage, so please keep an eye out.

Question 17

Will you re-use the VRAM Thermal pads on my GPU?

Accepted Answer

Sometimes we cannot preserve the pads on a card, and by simply opening it up, the pads are destroyed and cannot be reused. We will replace these automatically and the cost will be added to the total for successful repairs.

VRAM pads - £15/£20 depending on the card.
Paste for Core - free, and replaced with every card opened.

Question 18

Do you keep faulty items that cannot be repaired?

Accepted Answer

We do not keep any devices, and we don’t typically purchase faulty items. All devices have the return postage paid up front. So regardless of the outcome of a repair, they will be returned to the customer. We will never ask you to leave the device with us though. We will however accept any donated items that customers offer to leave with us. Donor boards/parts/components do sometimes help others when it comes to repairs.

Question 19

What happens to devices if fees are not paid / there's no communication from the customer after you repair the device?

Accepted Answer

If the device that is with us for repair is not paid for in full for a successful repair or we receive no communication from the owner within 6 months we will issue a monthly holding charge of £20 which will be added to any already outstanding fees. If fees are still not paid, or no communication is made after 12 months, we are authorized to sell the device to cover the costs or use it as we see fit, e.g. break down the device to use as spares.

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