how to send equipment for repair

Devices arriving without the necessary documentation are usually delayed in the repair processing while this is followed up. — warranty terms and conditions do not apply to damage caused by dropping or other abuse to units.  

How to send equipment for repair 1.

1. Please phone to discuss the problem; maybe it can be solved over the phone. If it has been determined that you need to send it in please follow ALL of these steps. Please do not assume that a telephone conversation with the Zyteq office permits omission of any of these steps. These steps are devised to prevent further damage to the device in transit, to expedite repairs and to ensure payment.
2. Write or type a note which must include:
   • Contact details including your contact name, phone number, fax and/or email address (optional but useful)
   • A street address (not post box) for return delivery by courier.
   • The serial number of the unit is useful. This is our reference for all repairs. If you ring to discuss repair progress please know your device’s serial number.
   • A statement of the problem (repeat points from the phone conversation if relevant, but please provide information. Simply “as per our phone conversation”is insufficient.) The more information provided here the faster the repair may proceed. Please note what the problem is now; what happened prior to this problem occurring (any damage, exposure to liquid, incorrect charger etc), whether it is intermittent or constant. Any other observations of the device’s operation
   • Method of payment (see below). Please know who owns the device in question and who is responsible for payment of repairs. In some cases approval must be sought before sending the equipment for repair, otherwise the agency may not cover payment. If you require a quotation prior to work proceeding please state this clearly on the note [and read below for terms & conditions], and ensure that there are multiple methods to contact you so as to avoid delays. Please not there is a minimum charge for inspection, even if work does not proceed.
3. Package the equipment as follows:
   • In a sturdy box with clean and plentiful packaging.
   • Do not use shredded paper please; it can enter the device.
   • Do not include accessories unless they seem related to the problem, for example a charger may be suspect so then please include it. Include the note (point 2 above) and method of payment 4.
4. Forward the item either:
   • By registered post. Insurance is usually not necessary, but this is your choice. Send to Zyteq, PO Box 190 South Melbourne VIC 3205
   • By courier (your cost [unless Aids and Equipment Program Victoria]) to 73 Cobden Street South Melbourne VIC 3205. If you do not have a courier account please get a quote from the company you use first. Private courier deliveries (without an account) are generally not economical. Only use reputable companies.
   • Please DO NOT post to the street address. This is not safe. If the device is owned by the Aids and Equipment Program in Victoria (formerly PADP) please ring that office on 03 9362 6154 and follow their directions for courier forwarding.
5. Payment: [also see PURCHASE for more complete details] Repairs must be paid for prior to equipment being returned. An organization may wish to provide a Purchase Order. An invoice will be supplied with 30 day terms, when the repaired item is returned. If cheque payment is preferred you will be phoned when the repair is ready for return and a cheque must be received prior to the equipment being returned. Direct deposit can be made into the Zyteq bank account. Please ring for details. Individual customers with a good credit standing with Zyteq may be invoiced providing 7 day terms.
6. QUOTE FIRST ? Terms and conditions: A quotation for the repair cost maybe requested before the device is forwarded to us, or after the technician's inspection. A quotation provided prior to inspection will be an estimate only and not a formal quotation. Until the technician has seen the unit diagnosis over the phone may be unreliable and an official quotation cannot be based on this. Where quotations have been requested after inspection of the device, and the repair does not proceed a minimum charge will be applied to cover the technician’s diagnostic labour, freight handling and administration. This will generally be $132 for a standard situation. Where the repair proceeds, these costs will constitute the freight, labour and handling for the repair work. [PRICES ARE SUBJECT TO CHANGE WITHOUT NOTICE]
7. Warranty may be voided if unauthorized repairers have opened or worked on the equipment

authorised repairers

• Zyteq PO Box 190 South Melbourne VIC 3205
• Technical Solutions 109 Ferndale Road SILVAN VIC 3205
• NOTE: Please do not feel disadvantaged that there is not an authorised repairer in your state. In Australia we have excellent Express Post services and overnight couriers. Even people in the next suburb usually use post so there are generally no real delays due to the centralising of the repair service. A centralised repair facility enables us to offer the most specialised service. Repairs carried out at Zyteq are entered on our database so we have a comprehensive history of the unit.