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What
is the Hardware Premium Service?
The Hardware Premium Service is more than a
simple warranty extension as it takes into
account the fact that most of our customers are
running mission critical applications with our
products : it includes prepaid shipment of a
swap unit via UPS Expedited service worldwide.
Medialon Hardware Premium Service can be
purchased as a 2 or 3 years plan.
How do I get it?
Order your Hardware Premium Service plan when
purchasing your Medialon Hardware, or within two
months after its purchase by specifying its
serial number.
Which Medialon products can benefit from the
Medialon Hardware Premium Service?
Showmaster ST ; Showmaster Pro [Mk2] ; MIP HD ;
MAS PRO 16 and MAS PRO 32.
How does it work?
In the rare instance you have a problem with
your unit, you should contact
support@medialon.com and specify your
Hardware Premium Service number.
Medialon's technical support team will
investigate the nature of the issue and decide
to expedite a swap stock unit if the problem
cannot be solved remotely (for instance, if the
problem is deemed to be hardware related).
Within 1-4 working days (depending on your
location), you will receive a replacement unit
along with a prepaid sticker for the return of
the faulty one. All you need to do is return the
faulty unit as soon as possible in the same box.
The replacement unit is yours to keep; your
original unit will not be returned to you. The
replacement unit remains under protection of
your Hardware Premium Service plan for its
duration.
Please note that, depending on your country, VAT
may apply for the import of the replacement
unit. You can ask for VAT refund in your
country.
What failures does the Hardware Premium
Service plan cover?
Hardware Premium Service covers all failures
covered by the warranty, even after warranty has
expired and it expedites the shipment of the
replacement unit. Hardware Premium Service does
not cover misuses of the product or destruction
due to transportation or bad wiring.
What is the difference between Hardware
Premium Service and the factory warranty?
Products under factory warranty must be returned
to Medialon or a Medialon Distributor for repair.
It may take several weeks (2-5 weeks) before the product is
returned to you and you will not get a spare
unit during the period of the repair. For
roughly the cost of one expedited shipment, the
Hardware Premium Service provides a replacement
product before the faulty one is shipped.
What is the difference between Hardware
Premium Service and the Swap option for units
not under warranty?
When a product is not under warranty, a SWAP
option is offered. For roughly 1/4 of the
purchase price, after the faulty unit is
received by Medialon, we will ship a refurbished
swap stock unit via prepaid freight (ground)
delivery. The refurbished unit remains under
warranty for 6 months.
The Hardware Premium Service provides a solution
before the faulty unit is shipped back to a
Medialon location.
Can I subscribe to the Hardware
Premium Service plan AFTER the warranty has
expired?
No, the Hardware Premium Service has to be
contracted within two months after purchase of
the equipment. It cannot be renewed or extended
after the initial purchase. |
