Customer Service

The Astra Games / Novo Casino UK Customer Service team is dedicated to providing the best aftersales and service capability in the game industry. All our team are equipped with an excellent knowledge base, utilising extensive experience from both the manufacturing and operational areas of our industry.


The Customer Service office hours of operation are:
Monday – Friday 9 am – 5 pm
 
Technical Support
Our Technical Support Team is committed to providing our customers with an excellent level of technical assistance and service advice by:

•    Offering extensive product knowledge.
•    Utilising our experience to assist with spares ordering.
•    Issuing Technical Service Bulletins as notification of product enhancements.
•    Providing download and email support for product Manuals, Work Instructions and current versions of software.
•    Providing an e-mail help desk service for additional support.
•    Dedicating time to log and feedback customer views and concerns.
•    Providing technical product training either on site or at our in house training facilities. (Depending on numbers).
   

For Technical Support assistance please contact:
Tel:  + 44 (0) 1656 658658 and select option 1
Fax: + 44 (0) 1656 672849


Spares Support
Our Spares Support team are dedicated to ensure that machine downtime is kept to a minimum by:

•    Providing various levels of courier service to satisfy customer requirements.
•    Ensuring that orders received before 3.30pm are dispatched that day.
•    Offering an advance replacement service allowing an economical alternative for the majority of serviceable parts.
•    Allowing the customer to track the parcels using their customer Purchase Order number.
•    Providing dispatch and delivery notification e-mail’s.


For Machine Spares orders please contact:
Tel:  + 44 (0) 1656 658658 and select option 2
Fax: + 44 (0) 1656 672849

Besides providing our customers with the best possible service and support we are also committed to improving the quality of our products. Please contact our team of service professionals to discuss your needs, ideas or suggestions.

 

Limited Product Support Period

Astra Games would like to take this opportunity to advise their customers that as of 1st January 2011 we will be withdrawing spares and technical support on products that are in excess of 5 years old (from the date of manufacture). This decision is to be introduced due to product maturity and part / supplier obsolescence which is unfortunately beyond our control.

Customer Services

Mark Phillips

Technical Support Engineer

Phone: +44(0)1656 672863

 
 

Andrew Lewis

Technical Support Engineer
Phone: +44(0)1656 672815
Mobile: +44(0)7743 825232

Kris Crook

Senior Technical Support Engineer
Phone: +44(0)1656 672816

Paul Abbott

Customer Services Manager

Phone: +44(0)1656 672864

Mobile: +44(0)7780 997427



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