Whatmough: How does the warranty process work?
The Claim Process
Please submit a ticket through the Westan Support ticketing portal in order to have a warranty claim submitted and reviewed. A ticket must be lodged for all faults, failures and non-user related damages, whether you are looking for a replacement or a credit.
Ensure there are no unnecessary delays by following this process:
- Create a ticket on the Westan portal for the product.
- Record the unique ticket number that you are issued and match this with your job number (we may ask you to send the product to us or a repair agent and you will have to quote this in the delivery).
- Upload the customer proof of purchase so we can identify the item's serial number.
- We will contact you if we require any further information or to let you know that we are proceeding with your ticket.
- We will send you instructions on next steps, e.g. perform in-house tests, send to Westan Australia, send to a service or repair agent.
- After inspection and testing, we'll let you know whether the unit is: a) out of warranty (and if it is repairable for a charge); b) repairable under warranty; or c) will be replaced.
What Does Warranty Cover?
Westan covers the full manufacturer's warranty on all Whatmough products sold by us.
- A dead on arrival unit (DOA) can be lodged within 30 days of sale as per either our invoice to you or your invoice to the end user. A DOA is usually replaced with a brand new unit or, if unavailable, we can offer you credit on the purchase. Thereafter, the standard warranty process applies and we'll refer the unit to a technician for a possible repair.
- The reseller is responsible for determining whether a Whatmough product is legitimately faulty. Please ensure that you have tested all power outlets, and ensured all cables are properly fitted to the unit as an part of initial checks.
- When returning faulty products, please ensure all accessories are returned along with the product. Failure to include these items may incur a fee.