Something's broken
Tell us what you're seeing.
Email [email protected] and describe what the Ken is doing. A photo or a short video helps, but isn't required.
If the Ken is online, the help assistant in the family portal can also ask a few questions on the spot and point you at the same answer, any time.
What happens next
From a broken Ken to a working one.
- We work out which part it is. The help assistant in the portal asks a short series of plain questions and narrows it down to a part, or tells you it isn't a hardware fault at all - often it's the Wi-Fi, the subscription, or a setting, and there's nothing to buy. If it's easier, describe the problem by email instead and we'll do the same by reply.
- We quote. Parts are priced at what they cost us plus 20%, shown in full below. If the Ken is still within its 12-month warranty and the fault is a hardware defect, the part is free.
- We post the part, or you post the Ken. Most parts are simple enough to fit yourself and we post them to you. For anything trickier, you post the Ken to us, we fit it, and post it back.
Parts and prices
What it costs to fix it.
Prices are what the part costs us, plus 20%. Free of charge if the Ken is still within its 12-month warranty and the fault is a hardware defect.
| Part | Price |
|---|---|
| Raspberry Pi 5 (2GB) - the computer inside | £70.37 |
| 10.1-inch touchscreenThe speakers come with the touchscreen and are not sold separately. | £83.99 |
| Camera module | £27.07 |
| Sound amplifier board | £14.00 |
| Cooling fan | £4.61 |
| Power supply (27W USB-C) | £12.98 |
| Microphone | £4.91 |
| Memory card (64GB) | £26.33 |
| Screen cable (micro-HDMI)This is the price we charge. The cost behind it is an average across a multipack, so it isn't a receipt for one cable - the price to you is exact. | £7.80 |
| Power cable (USB-A to USB-C)Same multipack pricing as the screen cable above - the price to you is exact. | £1.68 |
| Right-angle power extension | £9.58 |
| Enclosure (the printed case)3D printed to order, so it isn't a fixed price. Quoted when you ask. | Quoted on request |
All prices include VAT. Postage for a part is covered when the fault is confirmed as a hardware defect within warranty; otherwise we'll include postage in the quote.
We keep parts available for at least five years from the date you bought your Ken, matching the five years of security updates we publish. Parts are subject to supplier availability: if something is on backorder we will tell you how long it is likely to be before you decide.
Not separately replaceable
A few parts aren't sold on their own.
Speakers
They come built into the touchscreen, so they're replaced as part of it rather than on their own.
The button
Two tactile switches soldered in parallel and hardwired inside the case behind the button cap. There's no version of this that's user-fittable, so it isn't offered as a part.
The enclosure
The printed case is made to order rather than kept as stock, so there's no fixed price for it - we quote it when you ask, based on what needs printing.
Warranty and returns
Already covered, for the first year.
The Ken comes with a 12-month warranty covering hardware defects. This doesn't cover accidental damage, water damage, or unauthorised modifications. A part that fails under warranty is free.
You have the right to return the device within 30 days of delivery for a full refund under the Consumer Contracts Regulations 2013, provided the device is in its original condition.
How to return one: email [email protected] and we will send you the return address and cover the postage. There is no form to fill in and nothing to print before you write to us.
Full terms: theken.uk/terms, section 9.
Not sure what's wrong? Ask us.
Describe what you're seeing and we'll work out which part it is, if it's a part at all.