Support

Delivery Specification

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]

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.

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.

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.

Delivery Specification

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.

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.

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.