DS Care Service
DS Care Advanced Replacement Service
This service is available for any NEC display, projector* or monitor product purchased after 1st April 2020. If a Customer’s NEC display, projector* or monitor product ceases to operate during the warranty period, NEC’s Authorized Service Centre (ASC) will arrange for a new or refurbished unit* of the same or higher specifications to be despatched from NEC’s Melbourne warehouse and delivered to the Customer. In addition, the ASC will provide a Return Authorisation (RA) number to the Customer for return of the faulty unit. Delivery times will vary based on shipping destination, (WA, QLD, NT and TAS will vary between 3-8 business days).
NEC reserves the right to send a technician to site to fix the reported issue if NEC believes the fault could be resolved by a firmware update.
The customer can package the faulty unit in the packaging of the replacement unit and send the item to the ASC. It is the responsibility of the customer to properly package the faulty product that is being returned and the customer will be liable for any further damage that occurs to the product due to the use of any substandard packaging material.
A credit card or authorisation by the Customer for NEC to charge the Customer’s account, is needed to secure the value of the replacement product. Provided NEC receives the faulty product within 21 days of providing the replacement product, the Customer’s credit card or account will not be charged.
The Customer keeps the replacement product. NEC repairs and refurbishes the defective product, then retains it for use with other Customers. If the replacement product requires system re-programming, this can be provided by NEC at the Customer’s cost.
Following receipt of the faulty product, NEC will inspect it to determine the “root cause” of the fault. If NEC’s technicians consider that the fault has been caused by an exclusion from NEC’s General Manufacturer’s warranty (described later in this document) , then NEC will require the Customer to pay (i) a service fee of $150.00 and (ii) the cost of the parts required for the item to be repaired or for the value of the replacement unit sent (whichever is lesser).
(*DS Care Advanced replacement excludes PX & PH series projectors. ** When available)
DS Care Gold
De-/Re-Install Service includes on-site visit by a qualified technician. Upon evaluation of the fault, the technician will either repair the fault on-site or replace the product.
- Delivery of replacement unit to customer site
- On-site replacement by technician
- De-install defective unit
- Re-install replacement unit
- Functional test of the replacement unit
- Collection of the defective unit from site
Other service offerings
Dead on Arrival (DOA)
A product that has failed within 30 days of purchase is considered “Dead on Arrival” (DOA). While NEC works diligently to ensure that products arrive in working order, on occasion, a newly purchased NEC Display Solutions product is delivered in non-working order.
Where this occurs, the Customer should contact NEC Support at 1300 632 287 (1300 NEC AUS) and request a return authorization. The Customer will be asked to provide the original proof-of purchase documentation.
NEC’s Authorised Service Centre (ASC) will arrange for a new product of the same or higher specifications to be delivered to the customer and the ASC collects the customer’s faulty product. The Customer keeps the replacement product. NEC repairs and refurbishes the faulty product and retains it for use with other Customers. NEC pays for the transportation costs both to and from the Customer site.
Note: the DOA service is only available for the first 30 days after date of purchase.
Repair & Return (RR) Service
This service is available for product that was purchased by the Customer on or before 31 March 2020, and any product not covered by the DS Care Advanced Replacement Service. The Customer obtains a Return Authorisation Number/Service Repair (SR) number and returns the product to the Authorised Service Centre (ASC). The ASC repairs the product and returns it to the Customer once the repair is completed.
- NEC strives to keep our repair times to a minimum. An NEC representative will contact the customer after receiving and conducting an initial review of the fault, then advise the customer of the timings for expected repair and return shipping. If the product cannot be economically repaired, NEC will recommend that the product be replaced with a comparable /refurbished product. Where this occurs, the replacement product will have the benefit of the original product warranty, or 90 days whichever is the greater.
- NEC will send the repaired product to the customer by a road transportation service.
- Neither NEC nor its Authorised Service Centres will be liable for any loss or damage incurred during transportation of the Product.
Out of Warranty (OoW) Service
NEC will continue to service its products, even after the warranty period has expired. In the event that a product fails outside of the warranty period, the Customer should contact Technical Support at 1300 NEC AUS (1300 632 287) and a technical service and support representative will provide the Customer with the billable repair options that are available.
Those options include the Customer bringing, or arranging for the product to be delivered to an Authorized Service Centre (ASC). The ASC will assess the unit and advise the Customer of the estimated repair costs. Regardless of whether or not repair of the unit occurs, the Customer will be liable to pay a $150 Assessment Fee. Should the repair occur, the assessment fee will be deducted from the repair costs. Once the Customer gives approval for repair to occur, the unit will be repaired and then be collected by the customer.
NEC values the relationships that it has with its customers, individuals and corporate customers alike. NEC constantly strives to provide the level of service and support that is expected of an industry leader.
Our helpful agents will attempt to correct any minor issues that might be causing the product failure. If the technical service and support representative is unable to resolve the issue, product replacement and repair options are provided to the Customer. The Customer must have the model #, serial # and purchase date or original proof-of-purchase ready. Please refer to warranty service details below. Our Technical Service representatives are available Monday – Friday (8:00 am – 5:00 pm EST) at 1300 632 287 (1300 NEC AUS). We can also be reached via email at firstname.lastname@example.org
- Parts and labour specific to warranty failure
- 2nd day Shipping cost to customer
Exclusions from NEC’s General Manufacturer’s warranty are:
- Damage, deterioration or malfunction resulting from but not limited to:
- Accident, misuse, abuse
- Improper ventilation, fire, dust, exposure to smoke, water or lightning
- Image persistence Broken, cracked, scratched and other user induced damage
- Alterations/repairs done by non-authorized servicer
- Pixel failures outside specifications
- De-installation and re-installation of the product