What does Westan's warranty on Philips Digital Signage products cover?

What does Westan's warranty on Philips Digital Signage products cover?

What period does it cover?

Philips digital signage products are warranted for three years or, if you have bought an extended warranty plan, five years from the date of purchase from Westan. The purchase date is the date recorded on your Westan.

You'll need your Westan or reseller tax invoice as proof of purchase, so please make sure you have this on hand.

Lodging your claim

Required information

Please ensure you have the following information to lodge your claim:
  1. Proof of purchase (a Westan invoice or the reseller invoice)
  2. Unit model number
  3. Unit serial number
  4. Detailed explanation of the fault
  5. A photograph of the fault
  6. Site address where the unit is located and site contact
  7. Any additional information regarding access to the unit, such as mounts or cabinetry, placement at height, uneven ground, etc.

Access to the unit

In order to service units on site, our technicians must be able to access them, including access to the back of the unit and de-mounting.

Onsite warranty is limited to installations no more than 1.8 metres above the ground, and which can be accessed without the use of ladders, scaffolding, boom lift or any other devices or tools for dismount.

Where additional devices or tools are required in order to access the unit, you may be on-charged for any additional expenses for equipment, tools or labour. If the technician is unable to access the unit when onsite, you may also be on-charged for the first service visit.

Support delivery times

First level support

  1. Within 4 business hours of lodgment: expect a response from us, which may include follow up questions to pinpoint the issue and/or some basic troubleshooting
  2. Within 8 business hours of confirming your issue: expect us to advise you on our course of action for your ticket, including the dispatch of parts/units to solve your issue and booking your job with a technician, if necessary.
Service delivery times are conditional on the provision of true and correct claim information, and on the availability of parts or replacement units.

We will usually resolve your issue in one of three ways: by replacing the screen at site; by repairing the screen on site; or for novel issues, by escalating the problem directly to the manufacturer for a resolution.

Second level support: Australia

If your warranty claim requires a repair or a replacement, a technician will be in contact to book an on-site visit:
  1. Within two business day: for repairs nationally
  2. Within two business days: for replacements in metro east coast (Melbourne, Sydney, Brisbane)
Technicians will dismount your unit, repair or replace it, confirm resolution of the issue and, if required, either remove the faulty unit or package it for courier pick up.

In all areas, contact time depends on stock availability and the performance of freight carriers. Westan makes all attempts to provide stock to fulfil warranty replacements and repairs.

Second level support: New Zealand

If you require an on-site technician, the technician will be in contact to book an on-site repair to occur within two business days:
  1. Within two business days: for repairs in metro areas (Auckland, including Hamilton and Northland)
  2. Within two business days: for repairs regionally
  3. Within two business days: for replacements in metro areas (Auckland, including Hamilton and Northland), and regional North Island
  4. Within three business days: for replacements in the South Island
Technicians will dismount your unit, repair or replace it, confirm resolution of the issue and, if required, either remove the faulty unit or package it for courier pick up.

Contact time depends on stock availability and the performance of freight carriers. Westan makes all attempts to provide stock to fulfil warranty replacements and repairs.

Items received which are damaged during freight (7 days)

If your item was received damaged, please lodge a ticket with us immediately.

Make sure to keep all the packaging, as you will need to provide high resolution photo documentation of the following:
  1. The entire box (packaging) from the front
  2. The entire box (packaging) from the rear
  3. The entire box (packaging) from the left side
  4. The entire box (packaging) from the right side
  1. The serial number recorded on the box
  2. The serial number recorded on the unit
  3. The entire item with the unit powered ON
  4. The entire item with the unit powered OFF
  5. The entire item from the rear
  6. Any other relevant photos
The damaged unit must be put back into its original box, including all accessories, and returned to Westan. Please make sure to place the unit back in the box in the same orientation as it was received, or this may cause further damage and complicate the claim process.

If an item has been received as clean by Westan's reseller and reshipped to an end user, Westan will assume that damage has occurred during this second leg of transit. In this case, Westan will not accept the damage claim. The reseller should ensure they have cover for such incidents of damage.

Please refer to our Philips Damage Claim Requirement article further details.

If you see any signs of damage on your product packaging when you receive your goods, sign your Proof of Delivery docket as "SUBJECT TO INSPECTION". This will make any claims process swifter.




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