This article will outline the process involved in hardware replacements and repairs.
The first step is for our Support Team to run through some troubleshooting steps with you, if the issues remain, they will refer the case over to our Professional Services Team. You will also be advised of this via email when the Support ticket is escalated.
EPOS hardware that is commonly supplied by Guestline:
PartnerTech Equipment
Audrey A-4 Till
MT-6820 & MT-6825 mobile tablet
Bixolon SRP-275 kitchen printer
RP-630 and RP-700 Receipt Printers
Aures Equipment
Yuno, Sango Tills
ODP333 Receipt printer
Star SP-742 Receipt Printer
If your hardware is not listed above, it is likely that it was not supplied by ourselves and you would need to arrange any repairs yourself with the manufacturer or whoever you purchased it from.
Guestline Hardware Supplied Warranty
As a first step, we will ask you for the serial number of the equipment (this is typically found on a sticker on the back of the device). We will then use this to check if the device is still within the warranty period. Each piece of equipment has its own warranty period and repair options, these are outlined in the table below:
Equipment |
Warranty |
Repair Options |
Audrey Till |
5 Years |
Years 1-3 onsite Years 4-5 Return to Supplier for repair |
Tablets |
2 Years Batteries - 6 months |
Return to supplier |
Kitchen & Receipt Printers |
2 Years |
Return to supplier |
Cash Drawer |
3 Months |
Return to supplier |
Aures Tills |
3 Years |
Return to Supplier |
If the equipment is outside of the warranty period, all repairs would be chargeable, we will give you the option (via our Sales Teams) to purchase a new piece of equipment or proceed with the repair.
Please keep in mind that if the issue is deemed to be customer damage, then the repair will be chargeable.
Arranging the Repair/Replacement
- On-site Repair Warranty: If the equipment has onsite repair, we will contact the supplier and advise them of the issue. An engineer will then come to your location and either repair the equipment or replace it.
- Return to Supplier Warranty/Out of Warranty: We will advise you of the returns process for that particular supplier, including the returns address, packaging details and any potential upfront costs. Upon receipt, the supplier will examine the equipment and provide a quote for the work to be carried out. Once this quote has been accepted by you, we will authorise the supplier to repair the equipment. They will arrange delivery back to you, which may also be chargeable.
- NOTE - There is no set timeframe for repairs but we will pass along any updates that are provided by the supplier.
Getting Your Equipment Back "Up & Running"
One of our engineers will be scheduled to assist you remotely in setting the equipment back up and running upon its return. In some circumstances, the EPOS software will need to be reinstalled, if this is the case, we will need your assistance in getting remote access to the till and help testing it once the installation is completed.
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