Customer Service

The Astra Games / Novo Casino UK Customer Service Team is dedicated to providing the best after sales and service capability in the gaming industry. Each member of our highly versatile team commands extensive experience and unrivalled product knowledge of the manufacturing and operating sectors.

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 including:

• 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 is dedicated to ensuring 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 customers to track their parcels using their customer purchase order number.

• Providing dispatch and delivery notification e-mails.

 

For Machine Spares orders please contact:

Tel:  + 44 (0) 1656 658658 and select option 2 Fax: + 44 (0) 1656 672849

As well as 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 remind customers that it no longer offers spares and technical support on products that are in excess of five years old (from the date of manufacture). The decision was taken due to product maturity and part / supplier obsolescence which is unfortunately beyond our control.

 


Customer Services

Jens HalleMark Phillips
Casino Technical Support Engineer
Phone.: +44(0)1656 672863
mphillips@astra-games.com
 
Jens EinhausAndrew Lewis
Technical Support Engineer
Phone.: +44(0)1656 672815
alewis@astra-games.com
Jens HalleKris Crook
Senior Technical Support Engineer
Phone: +44(0)1656 672816
kcrook@astra-games.com
 
Jens EinhausPaul Abbott
Customer Services Manager
Phone: +44(0)1656 672864
Mobile: +44(0)7780 997427
pabbott@astra-games.com
James LilleyJames Lilley
Technical Support Engineer
Phone: +44(0)1656 658658
jlilley@astra-games.com
 
Brian CaveillBrian Caveill
Technical support Engineer
Phone: +44(0)1656 658658
bcaveill@astra-games.com