TouchView Service Policy & Procedures

Thank you for choosing TouchView products! TouchView should be only under obligation to offer the following comprehensive and prompt Warranty Repair and Services except those authorized formal documents in written. Any other unauthorized warranty repair and services in non-written are NOT eligible for TouchView Warranty Repair and Service Policy.

Remark: Hereinafter TouchView refers to TouchView Technologies Corp.

 

Warranty Period Overiew
Product	Warranty Period	Remark
Touch Kiosks Hardware	1 year	Available from delivery date
LCD Touch Monitor	1 year
Digital Signage	1 year
Metal Keyboard	3 years
SAW/IR Touch Screen	3 years
Resistive Touch Screen	1 year
Other Peripherals	1 year

1. Product Inspection

The purchaser should exam the product within 2 days after receipt. If, within 7days after receipt, the purchaser does not notify TouchView that the product is defective or damaged, we should consider it is acceptable.

2. Product Replacement

2.1 TouchView warrants that the product is free from defects in material or workmanship under normal operation. Standard Products deemed defective within 15 days of the warranty period are eligible for Warranty Replacement.

2.2 A wrong shipment (if any) made by TouchView is eligible for Warranty Replacement.

3. Product Repair

TouchView offer free repair service for captioned products within one year.

4. Out Of Warranty Service

If the products are out of warranty, TouchView will evaluate it for minimum charge per unit. Additional parts and labor charges may apply. Prior to proceeding with the repair of the product that is out-of-warranty, TouchView will send the purchaser a cost proposal that must be signed for acceptance and returned.

5. Payment

5.1 The customer prepays all inbound freight charges for both in-warranty and out-of-warranty repairs. TouchView is not responsible for damage during shipment. It is recommended strongly to insure return goods.

5.2 TouchView will pay for surface/ground return freight only, for warranty repairs. If the customer requires overnight or other special requirements for expedited shipment, these will be at the purchaser's expense.

6. Return Material Authorization Numbers Rules (RMA numbers)

6.1 Before purchaser sends a product back to TouchView, the purchaser must obtain a valid Return Material Authorization (RMA) number from TouchView service department. Cartons received without an authorized RMA number will not be accepted.

6.2 Authorized RMA numbers will be kept valid for 45 days after they are issued.

6.3 Only the TouchView product and quantity specified on the original RMA request can be returned with the RMA number issued.

a) If returning additional products to TouchView, a new RMA number will be required.

b) If we receive a shipment including products not authorized for return on that RMA number, we will return them as is.

7. Warranty Repair Requirements

7.1 All of Products with intact TouchView label including Model number, SN, original packaging/packing list clearly identified.

7.2 Eligible for warranty repair period.

7.3 Complete RMA Questionnaire Form.

7.4 Other description requested by TouchView.

8. Out of Warranty Repair Service

8.1 Warranty exclusions include, but are not limited to, physical damage, modifications to the product, or improper packaging.

8.2 Custom products are NOT eligible for Warranty Replacement.

8.3 TouchView is not responsible for damages outside of TouchView's control including, but not limited to, physical damage, modifications to the product, or improper packaging.

8.4. Normal wear and tear as determined by TouchView, is NOT covered by this warranty.

8.5 Products are maintained or modified by maintainer unauthorized.

8.6 Damage or loss of product during shipment.

8.7 Damage or defectiveness from misusage of nonstandard software and/or components of the computer that are not sold in public.

8.8 Damage or loss of TouchView products because of natural disaster (such as earthquake, fire or flood), social rebellion or governmental polices etc.
9. Replacement & Repair Instruction

9.1 Request an RMA number from TouchView. You may either submit the Online RMA Form or print and complete RMA Request form, and then Email or fax it with your signature and seal to TouchView.

9.2 TouchView will issue RMA number and inform you within 1 working day after receiving customer RMA Request Form.

9.3 You will receive an RMA number, shipping instructions and an RMA questionnaire by e-mail or fax from TouchView.

9.4 Review and follow the shipping instructions for returning your products to TouchView and for shipping costs from purchaser to TouchView.

9.5 TouchView will notify purchaser of inspection report and confirm replacement or repair via Email or fax within 1 workday after receiving the products from purchaser.

9.6 TouchView will ship the replacement within 2 workdays or repair the defective products within 10 workdays after the receipt of the returned products.

10. Labeling and Address

10.1 The RMA Number must appear on the outside of the carton(s) in BOLD print. Any product returned without a valid RMA Number will be returned to the sender.

10.2 Return products to the address provided on your RMA authorization form.

11. Packing

11.1 TouchView recommends returning products by United Parcel Service, FedEex, DHL, or another reputable freight forwarder.

11.2 All touch monitors and Kiosks cabinet should be returned on a pallet to prevent damage.

11.3 To avoid damage, separate the monitor's detachable stand, if any, for shipment.

11.4 To avoid voiding the warranty, use TouchView or equivalent packaging to return a product. This includes complete packaging, high-density foam and/or cardboard separators.

12. Freight Claims and Shipment Damage

12.1 If the purchaser receives the original product in damaged condition, notify TouchView Repair Department or Customer Service immediately. If the shipment was made by TouchView, TouchView will help the purchaser process the damage claim.

12.2 If the original freight charges were paid in advance, by freight collect or other means, notify the carrier immediately to initiate a claims inspection. TouchView Customer Service will provide assistance, as necessary, to process the freight claim.

12.3 If returns/repair shipment to TouchView is received in damaged condition, TouchView will notify the purchaser. The purchaser will need to notify the carrier immediately to initiate a claims inspection. TouchView Customer Service will provide assistance, as necessary, to process the freight claim.

Final explanation rights of all above clauses belong to TouchView Technologies Corp.