Q. When will my organisation approve my Employee Benefit request?

A. Expect employee Benefit approvals to be done approximately every 10 days by your employer. In most cases, delivery to your home will be a further 7-10 days after you are approved. Please ensure you provide an eMail address that you regularly monitor, as we will use your eMail address to keep you informed.

Q. After my organisation approves my order when will my product arrive?

A. Delivery will normally be 7-10 days after you are approved by your employer, and you have been notified by eMail about your approval for this Benefit. However, new product releases (such as iPads or iPhones), may have an extended delivery times depending on stock availability of newly released items or colour options from the manufacturer.
White Goods and Televisions are planned separately and are the responsibility of arranging these deliveries are between the supplier and you as they require knowledge that you will be home for delivery of these items.
Please note: that deliveries may be affected beyond our control – In these circumstances we will endeavour to offer a same or similar product.

Q. My salary is being reduced and I have not received my product.

A. Your salary may be reduced before your product is delivered. If it is over 3 weeks since the order window has closed, please complete a ticket below.

Q. I have received more products than I ordered.

A. Please could you reject the products not ordered at the point of delivery. Or upon checking after the delivery, please inform us immediately. They will be collected by us at no cost to you.
Should you choose to keep these products you will be charged for them in full.
Once an item has been opened, the item cannot be returned as unwanted.
Unwanted goods can be returned, at your cost, within 7 days if unopened (i.e. with all seals and shrink-wrap still intact).

Q. My product has arrived damaged.

A. Please inform us immediately (24hrs) if there are any missing packages, or the goods you have ordered are damaged, or if you have rejected delivery of your order. Please use the Contact Us tab on the website.

Q. Do I need to stay in for my delivery?

A. For most items, No. If no one is at home, then the courier will leave a card with details about how you can rearrange your delivery day that suits you.
For Televisions and White Goods, these deliveries will have been arranged with you directly for a specific day and you are required to stay home to receive these items.
Please complete a ticket below if you have not had your delivery.
Please Note: If you live in a block of flats with a communal front door couriers will normally not leave a card.

Q. My product has not arrived.

A. It does take time to arrange employee approvals and deliveries. Please complete a ticket below if you have not had your product delivered within 2 weeks of your approval by your employer.

Q. What happens if I leave my organisation before I finish paying for my product?

A. If you end your employment with us, the Benefit Agreement will terminate. We will ask you to pay the remaining amount on the package(s) you have chosen.
These monies will be deducted from your final net salary. If we are unable to deduct the outstanding amount from your final salary, you will be required to forward a cheque to us for the full amount that is outstanding.

Q. What happens if I go on maternity/ paternity or unpaid leave?

A. If you take any unpaid leave such as Maternity / Paternity & Long-Term Illness for any reason during the term of this Agreement, then the salary sacrifice reduction will continue to apply for the number of agreed pay periods.

Q. What happens if I lose my benefit agreement?

A. If you need a copy of your signed Benefit Agreement, please complete a ticket below.

Q. Can I order another similar product before I finish paying the scheme?

A. You can order items up to £3,000.00 of Technology Equipment.

Q. Can I stay in the benefit if I move my organisation?

A. No. If you end your employment with us, for any reason whatsoever, the Benefit Agreement will terminate. We will ask you to pay the remaining amounts outstanding on the package(s) you have chosen.
 

Q. I have not signed my agreement – will I receive my product?

A. No. Your order cannot be placed or considered for approval unless you have signed your Benefit Agreement. Benefit Agreements are signed as part of the ordering process.

Q. Why is my payslip showing a higher value than I thought?

A. Payslips will show the Gross Salary reduction for your chosen benefit, because this is the figure used by Payroll to calculate your savings of National Insurance and NHS Occupational Pension Scheme contributions. Examples of savings are detailed on the website.

Q. Does the amount I pay for my product include extended warranty and AD product protection?

A. For computers and mobile phones, yes. – Please refer to your product description on the employee benefit website as a check. We would normally ask that White Goods, Cameras and Smart TV’s are included on your home contents insurance.

Q. After my benefit ends will my salary return to its original rate?

A. Yes – However, by signing this agreement you should be aware that you had waived your rights to automatically return to your original salary at the end of the Benefit Period, but your employer has agreed at the end of the Benefit Agreement term, they will increase your salary by the amount of your Monthly Salary Sacrifice.

Q. Do I need to pay a deposit?

A. No – there is no deposit payable.

Q. My salary has been reduced before receiving my product.

A. Your product may not yet be available, and you will be aware of this and likely be aware that your item will soon be delivered to your home.

Q. Do I have to fill out my warranty form that came with my product?

A. Yes. Please immediately register your product with the manufacturer. This is now usually a brief online process.

Q. My product is dead on arrival?

A. If you suspect the goods, you have been delivered may be faulty, please contact the manufacturer in the first instance. Manufacturers require you to register each item with them online before you contact them directly for any product diagnosis, if they agree there is a fault and it is not an installation, set-up or compatibility problem, they will issue you with a returns/case reference number. Please click here for manufacturer contact details.

The manufacturer will ask you to supply product part code and serial numbers. These numbers are available on both your products outer packaging or shown on the product itself. If you are advised by the manufacturer to return the faulty goods to us for replacement, make a note of the returns reference number provided by the manufacturer and email it to support@1callbenefits.com.

Q. I would like help setting up my computer?

A. Included with your computer and tablet item is a remote set up service for your convenience. This allows for the installation of your 3-year internet security & anti-virus software, your 3 year offsite cloud data backup, transfer of data from an old computer and to help you with any other start-up or configuration help you may want. To contact this remote support please go to https://letmeconnect.co.uk/

Q. My product does not work and I have already been using it?

A. If your product is not working please complete a ticket below and describe the issue that you have with your device.