Manufacturer Warranty or Depot Warranty? | DirecTouch Do It Yourself Restaurant Point of Sale FAQs

What is the difference between a "Manufactuer Warranty" and the DirecTouch "Depot Warranty"?

Actually, the differences can be fairly dramatic. Since most Internet sites do not even offer a depot warranty program we thought it important to explain the differences.

Manufacturer Warranty

Almost every manufacturer of point of sale hardware and equipment offers some sort of warranty to their customers. The lengths of these warranties vary greatly but most fall between 1 to 3 years from the date of purchase.

The date of purchase is determined by either your purchase receipt or more often it is determined by the warranty card that you must fill out and mail in. This warranty card is found in the original box and really should be completed and mailed to the manufacturer.

Upon receipt of this warrranty card the manufacturer will begin your warranty period. In addition, you may receive additional information about other service and warranty products the manufactuer may offer. This could include on-site, depot and extended coverages for your equipment.

Does every manufacturer offer on-site service?

Sorry to say, but no. Most manufactuers do not offer on-site service for their hardware. In most cases you are asked to call a toll-free number to find the nearest service center. You will probably be asked to ship the broken piece to this service center for repair and return to you.

In those cases where on-site is offered you should ask about the response time. A 4-hour response time is really phenomenal but some major manufacturers will claim to have this type of response in major markets where they have a service center. When purchasing IBM, NCR, Posiflex, Epson and other major manufacturers look to see what on-site service offerings they have.

Do manufacturers have 24/7/365 telephone support?

Acutally, some do. The manufacturers who sell to the major hospitality companies are usually set up for 24/7/365 service. Check each out carefully if 24/7/365 is important to you. However, also be aware that most manufacturer warranties are not 24/7/365. They are generally only answered during their regular business hours.

Can I extend my manufacturer warranty beyond the standard timeframe?

In many cases the larger manufacturers will offer extended service contracts that extend the times available for support beyond normal business hours and beyond the normal length of warranty. These extensions should be offered for as long as the product has life with the manufacturer. When the product is discontinued the warranty extensions will soon follow.

DirecTouch Depot Warranty Program

The first thing to understand is that the warranty offered by DirecTouch does not negate your manufacturer warranty. On the contrary, it enhances and is in addition to the manufacturer warranty.

How long is the DirecTouch Depot Warranty?

The DirecTouch Depot Warranty is for 6-months after receipt of your product. Since it is in addition to your manufacturer warranty you may choose to participate or not. You have a choie where you receive your warranty service for your system.

What is the biggest difference between a Manufacturers Warranty and the DirecTouch Depot Warranty?

With a Manufacturer Warranty you are required to ship your broken component to the nearest service center for repair. When repaired you component is shipped back to you.

With the DirecTouch Depot Warranty when you call our service center they determine if the component is broken and will ship you a replacement immediately. You then return the broken component in the box provided. In essence, you get a hot-swap for your broken component usually in less time than it would take you to box and ship to the nearest warranty repair center.

Can I extend my DirecTouch Depot Warranty?

Yes, you can. You have some options to consider.

• Semi-annual renewals at 5% of your initial system purchase. This gives you the option of extending for 6 months at a time. This option also includes 24/7 telephone support.
• A full 3 years of DirecTouch Depot Warranty and 24/7/365 telephone support for $600 per terminal. That is only $200 per year for 3 full years. This option can only be purchased at the time you originally buy your system.

Other Warranty FAQs

Are there options for extended warranties and support agreements?

How do I get support on my DirecTouch system?

But you don't have local support?

What is the warranty on my DirecTouch system?

Is the DirecTouch Depot Warranty better than a manufacturer's warranty?

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