WARRANTY CLAIMS AND DIAGNOSTIC FEE POLICY
Purpose of This Policy
Due to the complex nature of modern vehicle electronic systems and immobiliser technology, KeyCrafters Limited has found that a significant number of customers immediately attribute any subsequent vehicle fault—regardless of cause or timeframe—to recently supplied keys or programming work. In many cases, following diagnostic inspection, these faults are conclusively determined to be unrelated to our work, arising instead from pre-existing vehicle defects, deteriorating control modules, wiring faults, or independent mechanical/electrical failures. To protect our business from the substantial costs of attending non-warranty call-outs and to ensure fairness to all customers, this diagnostic fee policy has been implemented.
Warranty Coverage
Our warranty covers defects in parts supplied and workmanship performed by KeyCrafters Limited for a period of [12 months] from the date of service. This includes failures of key transponders, remote circuit boards, key blade cutting precision, and programming errors directly attributable to our technicians. Where a genuine warranty defect is identified, all reasonable costs of rectification, including repeat attendance if required, will be borne entirely by us at no cost to the customer.
Diagnostic Fee for Non-Warranty Faults
All warranty claims are subject to inspection and verification by KeyCrafters Limited to determine whether the reported fault is covered under warranty. Where a site visit or diagnostic inspection is requested under a warranty claim and the issue is found to be unrelated to the keys, components, or workmanship provided by us, a £80 call-out and diagnostic fee will be payable by the customer at the time of attendance.
This fee reflects the genuine cost of:
Engineer travel time and mileage
Diagnostic equipment deployment
Technical inspection and fault-finding
Report generation and communication
Administrative processing
Examples of Non-Warranty Faults
The following are examples of faults that are not covered under our warranty and will incur the £80 diagnostic fee if inspection is requested:
Pre-existing or developing vehicle ECU, BCM, FEM, CAS, EIS, or other control module failures
Immobiliser system faults originating from the vehicle’s control units or software
Wiring faults, corroded connections, or damaged vehicle looms
Battery or charging system issues affecting key recognition
Faulty door locks, ignition barrels, or steering locks
Water ingress or physical damage to vehicle electronics
Faults caused by subsequent work carried out by third parties
Software updates or manufacturer recalls affecting key compatibility
Customer misuse, loss, or physical damage to keys supplied
Vehicle theft attempts or forced entry causing system damage
Wear and tear to vehicle components outside our scope of work
Inspection and Determination Process
When a warranty claim is raised, our engineer will attend site and conduct a thorough diagnostic inspection using professional-grade diagnostic equipment. If the fault is determined to be covered under warranty, no fee will be charged and rectification will proceed immediately or be scheduled at the earliest opportunity.
If the fault is determined to be non-warranty related, the customer will be informed immediately, the £80 diagnostic fee will become due, and the customer will be provided with:
A clear explanation of the actual fault identified
Photographic or diagnostic evidence where applicable
A separate quotation for repair if the fault can be remedied by us
Recommendations for further action if specialist repair is required
Payment Terms for Diagnostic Fee
The £80 diagnostic fee is payable at the time of attendance by card, cash, or bank transfer. Failure to pay the applicable fee where a non-warranty-related fault is confirmed may result in:
Suspension of further services until payment is received
Recovery action for unpaid charges including legal costs
Referral to debt collection agencies
Additional Work and Quotations
If, during a warranty inspection, additional faults are identified which are outside the scope of our warranty, the customer may be offered a paid repair or further diagnostic service. Any such work will be quoted separately and must be agreed in writing or verbally with confirmation before any additional work is undertaken. Customers are under no obligation to proceed with additional paid work.
Warranty Exclusions and Limitations
For the avoidance of doubt, the warranty applies only to the original work carried out and keys supplied by KeyCrafters Limited, and does not extend to:
Any underlying or developing faults within the vehicle’s systems, control units, wiring, software, or mechanical components
Compatibility issues arising from manufacturer software updates performed after our service
Vehicle faults that coincidentally occur after our service but are causally unrelated
Wear and tear of vehicle components
Consequential losses or damages
Customer Responsibilities
Customers are expected to:
Provide accurate information about vehicle history and previous work
Disclose any known existing faults or warning lights prior to service
Use keys in accordance with manufacturer guidelines
Notify us promptly of any suspected warranty issue within a reasonable timeframe
Allow reasonable access for diagnostic inspection
Accept the findings of our qualified diagnostic technicians in good faith
This policy is effective from 15/01/2026 and applies to all work carried out from this date forward.
Contact Information
For questions, concerns, or complaints relating to these Terms, contact:
KeyCrafters Limited
Email: info@keycrafters.co.uk
Phone: 01388 345336
