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Customer Support

Roche AV Customer Support
We are proud to Support you with our own in-house Customer Service Team and Projector Repair centre. Coupled with our EXCLUSIVE projector warranties, we give you maximum peace of mind. Our Customer Service Team and Projector Repair Centre have well over 35 years combined experience with the company. If your product has developed a fault, please do not hesitate to contact us by phone or email and we will be delighted to provide technical support and troubleshooting advice .


Faulty Products
If your product develops a fault, please get the make & model, Serial number and invoice date and proceed as follows depending upon how long you have had the product:

Under 28 days since invoice
Please email Support@rocheav.co.uk for a returns form, we will arrange to swap the faulty unit ASAP.

Over 28 days since invoice (Within Warranty)
Please email Support@rocheav.co.uk and we will advise how best to proceed. We will either arrange to swap the faulty unit or advise regarding liaising with the manufacturer for a replacement depending on the product. If you are not sure if the product is within warranty we can check for you using the serial number.

Over 28 days since invoice (Out of Warranty)
Please email Support@rocheav.co.uk and we can discuss whether a repair may be possible and/or economically viable or look at quoting for a replacement model.If you are not sure if the product is within warranty we can check for you using the serial number.


Projector Lamps
If your projector lamp blows you may be entitled to a FREE replacement if the unit is still under its lamp warranty. As a general rule our Hitachi projectors come with an Exclusive 5 year parts and labour warranty, 3 year lamp warranty and Free spare lamp (to be claimed in years 4 or 5) for your peace of mind. If your lamp blows under warranty you can simply return the unit to Hitachi who will send you a replacement. Please email Support@rocheav.co.uk and we can help arrange this for you. The Free spare lamp is in the form of a voucher which you can send to Hitachi (after the 3 year lamp warranty expires) to claim your FREE spare lamp.


Projector Maintenance
We offer a variety of maintenance contracts to keep your AV equipment running smoothly. We can tailor make a package to suit your exact requirements - be it annual, bi-annual or quarterly projector service/cleans as well as one-off jobs. These can be done on-site or we can have the projectors collected from yourselves and serviced in our in-house Projector Repair Centre. We also offer a Free Audio Visual Audit where we come on site and evaluate your AV systems, providing you with a post-visit report including recommendations for any service/cleans or advice regarding replacement equipment. If you would like to discuss your requirements. Please email Support@rocheav.co.uk.


Support Contracts
We hold Service Level Agreements with a number of large organisations. These contracts include email & phone support, technical help via remote access and on-site response time guarantees. If you would like to look at taking out a Support Contract with us please email Support@rocheav.co.uk.