Poindus Technical Service Policy
Poindus General Service Policy
Poindus Systems Corporation (“Poindus”) warrants that all products purchased from Poindus will be free from defects in material and/or workmanship within warranty period specified in this document. Poindus warranty services are limited to repair or replacement of the products at the sole discretion of Poindus. Terms and conditions written in this document are only valid for products sold and shipped by Poindus Headquarters in Taiwan, otherwise customers shall contact the original supplier of Poindus products. Products sold and shipped by Poindus operating affiliates shall follow respective service policies of the affiliates and not covered in this document.
Disclaimer and Coverage
Terms and conditions are only applicable to products purchased as new from Poindus. This does not extend to any product which, in the sole judgement of Poindus, has been subjected to abuse, misuse, neglect, improper hardware or software installation or configuration, improper handling or storage, damage caused by manmade or natural disasters.
Poindus may in its sole discretion repair or replace the defective products (or any part thereof) with any reconditioned product that Poindus reasonably determines is substantially (or superior) in all material respects to the defective product. Repaired or replacement products will be warranted for the remainder of the original warranty period.
To comply the EU General Data Protection Regulation (GDPR) and avoid personal information or data leakage, the massive storage devices such as HDD, SSD, Micro SD or eMMC resided on product(s) returned to Poindus for service must be formatted or restored to the initial OS state before entering Poindus internal service process. Poindus is not responsible for software programs and/or data that retain on returned product. It is customer’s responsibility to backup or remove all information prior to returning product to Poindus. Poindus does not provide backup and support of the operating system or other software and data but will help install Microsoft operating system to repaired or replaced massive storage device provided the original Microsoft Certificate of Authentication purchased from Poindus.
Factory Warranty Period
Poindus provides 24 months warranty on products sold and shipped by Poindus Headquarters, otherwise 12 months warranty for extra spare parts sold alone. Poindus factory warranty period specified in this section starts from the date of product departing from Poindus Headquarters. Detailed warranty period of each product and part is described in Appendix – Factory Warranty Period.
Warranty Service Features
Tele-assistance and Remote support
Poindus provides help desk line for immediate hardware trouble-shooting during local business hours. If the reported problem cannot be resolved or remedied by telephone or email assistance, Poindus may perform remote diagnosis using electronic remote support solutions to access the POS hardware if applicable. To comply the EU GDPR regarding protection to user’s privacy and data sensitivity, Poindus will not perform remote support on any unattended POS hardware.
Service is available 9 hours per day between 9am and 6pm, local time GMT+8, Monday through Friday excluding local and Poindus Headquarters holidays. Direct: +886 2 7721-4688 Ext. 290 / Email: [email protected]
Depot repair at Poindus Headquarters
Poindus provides in-house services for repair and replacement for returned products. An RMA (Return Merchandise Authorization) number must be obtained prior to returning, otherwise any product or part delivered to Poindus without a valid and labeled RMA number will be rejected and immediately returned to original sender at sender’s expense.
RMA inquiry can be submitted via Web Portal. After an inquiry is accepted, requestor has 14 business days to authorize or decline RMA number generated and assigned to the product. The RMA number will be void automatically without further notice if no decision or action has been made by requestor after 14 business days. Requestor must return the product to Poindus with prepaid freight for warranty service, otherwise requestor must pay freight for both journeys if the product is not covered by warranty. The returned product shall be in Poindus original packaging including protective items such as covers, cushions and carrying cases, otherwise it is customer’s obligation to provide sufficient safety to the product in transit to Poindus. Damage to the product in transit to Poindus is not covered by factory warranty.
Service time for repair or replacement will take 5 to 10 business days from the date of the defective product or part delivered to Poindus service team at headquarters. Repaired product or part will be warranted for the remainder of the original warranty period.
Replacement parts and materials
Poindus, at its sole discretion, can provide replacement parts and materials necessary to maintain Poindus products in operating condition if customer has been authorized and is eligible for internal maintenance. Replacement parts and materials provided by Poindus shall be new or functionally equivalent to new in performance. Replacement parts and materials will be warranted for the remainder of the original warranty period.
The original defective parts or materials must be returned with prepaid freight and received by Poindus in 14 business days after receipt of the replacements, otherwise customer will be billed and required to pay the list price less any applicable discounts for the replacement parts.
Electronic support and services
Poindus provides access to proprietary cloud server to download service documentation and step-by-step tutorial videos for customer’s internal maintenance or any support needed outside local business hours at Poindus Headquarters. Certain capabilities that are made available to Poindus customers only. Credentials are required to access Poindus cloud server.
Warranty Service Features (Optional)
For hardware incidents that cannot, at Poindus sole judgement, be resolved through tele or remote support, depot repair and replacement, Poindus shall send out an authorized service staff to perform on-site technical support on defective products to return them to operating conditions. For certain products, parts or defective conditions, Poindus service staff may, at his sole judgement, elect to replace such products or parts in lieu of repairing them. Replacement products or parts can be new or functionally equivalent to new in performance. Replacement products or parts will be warranted for the remainder of the original warranty period.
Spare hardware or parts inventory
To support prompt service response commitments, an inventory of spare products and critical parts are maintained for customers and/or projects requiring prompt services. The inventory can be stored at customer’s facility or a 3rd party partner’s warehouse agreed by all parties (liability can vary upon actual conditions, property and related safety insurances shall be provided). The spare products and parts inventory are accessible to authorized representatives responding to eligible support request. Terms and conditions of such inventory must be initiated and agreed by Poindus Sales Team or authorized representative.
Depot repair and replacement via Poindus operating affiliates
In the event customer wishes to expedite service turnaround time for depot repair, the defective product or part shall be returned to Poindus operating affiliates in Germany and United Kingdom. Customer agrees to pay additional labor and inspection charge for receiving services provided by Poindus operating affiliates.
Service time for repair or replacement will take 3 to 5 business days from the date of the defective product or part delivered to Poindus operating affiliates. Repaired product or part will be warranted for the remainder of the original warranty period.
Poindus reserves the final right, at its sole discretion, to reject or rearrange such request for service via Poindus operating affiliates due to material readiness or other serviceability concerns.
Exclusions to Factory Warranty
Poindus factory warranty provides protection for operational or mechanical failure caused by an accident from handling which occurs in the course of the normal intended use of the product. It does not cover the following situations and damage due to:
- Normal wear and tear; change in color, texture, or finish; gradual deterioration; rust; dust; or corrosion
- Fire, act of nature, or any other peril originating from outside the product
- Exposure to weather conditions or environment conditions that are outside of Poindus specifications, exposure to hazardous (including bio-hazardous) materials, operator negligence, misuse, mishandling, improper electrical power supply, unauthorized repairs or attempt to repair, improper and unauthorized equipment modifications, attachments or installation, vandalism, animal or insect damage or infestation, lack of manufacturer-specified maintenance (including the use of inappropriate cleansers)
- Maintenance, repair, or replacement necessitated by loss or damage resulting from any cause other than normal use, storage, and operation of the product in accordance with the manufacturer’s specifications and owner’s manual
- Theft, loss, mysterious disappearance, or misplacement
- Data loss or corruption; business interruptions
- Accidental or other damage to the product that is cosmetic in nature, meaning damage that does not impact operation and functioning of the product
- Damage to product(s) whose serial numbers are removed or altered
- Damage caused during customer’s shipment of the product to or from another location
- Product obsolescence
- Damaged or defective LCD panels and touch screens when the failure is caused by abuse or is otherwise excluded herein
- Alteration or modification of the product in any way
- Damage to product(s) in transit to Poindus for warranty services
Reckless, negligent, abusive, willful or intentional conduct while handling or using the product. If protective items such as covers, carrying cases or pouches, etc., were provided or made available for use with the product or in transit, customer must continually use these product accessories to be eligible for protection under factory warranty.
Out of Box Failure Warranty
When customer perceives product failure, damage or missing components of a Poindus product that occurs immediately upon opening the box for first usage in 30 days after receipt of the product and prior to hardware staging or entering installation site. Out of box failure warranty does not cover following situations but not limited to:
- Product is not sold and shipped directly from Poindus Headquarters
- Without auxiliary evidences such as product serial number, product photos or videos, etc.
- Product failure or damage caused by improper operation, improper electrical power supply, unauthorized equipment modifications
- Reported more than 30 days after receipt of the product
When out of box failure is found, customer shall immediately submit an OBF inquiry via Poindus Web portal and an RMA number will be generated to the defective product(s) if the submission is approved. Poindus will ship out replacement product(s) with prepaid freight and return label within 3 to 5 business days. The replacement product is new in performance, serial number, and identical technical specification and peripheral preinstalled as original product.
It is customer’s obligation to return defective product to Poindus Headquarters or Poindus operating affiliates within 5 business days after receipt of the replacement product. The returned product must be Poindus original packaging including all accessories and/or peripherals as it was shipped to the customer, otherwise customer will be billed for any missing accessories and/or peripherals not reported from OBF inquiry or any damage to the product in transit to Poindus Headquarters or Poindus operating affiliates due to improper packaging. A valid RMA number must be clearly labeled on the packaging box or carrying case.
Repair Service for Out of Warranty Product
Customer can submit repair service inquiry via Web portal for the product is not covered by Poindus factory warranty. An RMA number will be generated to the defective product(s) if the submission is accepted by Poindus service team. Customer will be invoiced for the service rendered to the product including freights, components, labor and inspection. The service invoice must be paid upfront prior to returning the product to customer, otherwise the product shall be deemed to Poindus property if the invoice cannot be paid after 30 days upon receipt. Poindus provides 6 months warranty on parts or components used for returning the product to operating condition. Warranty for complete product shall not apply.
If the customer does not act upon the specified customer responsibilities, at the sole discretion of Poindus, Poindus or Poindus authorized service staff will not be obligated to deliver the services as described or perform such service at customer’s expense at the prevailing time and material rate. Upon Poindus request, the customer will be required to support technical problem resolution efforts rendered by Poindus. The customer will:
- Provide all information necessary for Poindus to deliver timely and professional support and to enable Poindus to determine the level of support eligibility
- Start self-tests and install and run other diagnosis tools and programs
- Install customer-installable firmware updates and patches
- Perform other reasonable activities to help Poindus identify or resolve problems, as requested by Poindus
In cases where customer self-repair parts or replacement products are shipped to resolve a problem, the customer is responsible for returning the defective part or product within a time period as described. In the event Poindus does not receive the defective parts or product within the designated time period of if the part or product is physical damaged or found component missing upon receipt, the customer will be required to pay the list price less any applicable discounts for the defective part or product, as determined by Poindus. The customer shall be responsible for the freight of the returned part or product, as well as labor charge and related expenses to the service if required.
At the discretion of Poindus, service will be provided using a combination of service features described. Poindus will determine the appropriate delivery method required to provide effective and timely customer support and meet prompt service commitment. If the customer agrees to the recommended customer self-repair and a replacement part or product is provided to return the system to operating condition, of if the service can be delivered using remote, tele-assistance, depot repair and replacement, electronic support, or support from spare inventory, the on-site support service shall not apply.
For Poindus mobility product such as tablets and its optional peripherals, service may be provided by shipping replacement part or entire replacement product for customer self-replacement or installation.
Poindus is not responsible for software programs and/or data that reside on returned product. It is customer’s responsibility to backup or remove all information prior to returning product for service. Poindus service does not include:
- Backup and support of the operating system or other software, and data
- Operational testing of applications, or additional tests requested or required by customer
- Troubleshooting for interconnectivity or compatibility problems to 3rd party’s software or applications
Appendix – Factory Warranty Period
Item and description
- VariPOS series and optional peripheral preinstalled
- VariPPC series and optional peripheral preinstalled
- Mobility tablet and optional peripheral preinstalled
- Monitor and optional peripheral preinstalled
- Touch monitor and optional peripheral preinstalled
Parts, accessories, peripherals sold alone as spare inventory
- LCD panel
- Touch screen
- Function boards
- Memory module
- Customer-facing displays (VFD, LCM)
- Customer-facing monitors
- MSR, Fingerprint reader, RFID reader, Dallas reader, Barcode scanner, Smart card reader
- Power adapters
- Lithium-ion batteries
- Metal housing and parts