Warranty Claims

Logging a Warranty or Service Claim in Australia or New Zealand

Australia

RMA Process
In order to process a repair to be sent to the repair Depot in Australia, an RMA must be created.   In order to do this, the person requesting the repair should:

  1. Contact International Support (IntSupport@xploretech.com) via email
  2. Include in this email the following information:
    a. Customer Name
    b. Company Name
    c. Company Address (return mailing address)
    d. Contact Phone Number
    e. Machine Model and Serial Number
    f. Description of failure
  3. International Support will respond within 24 hours with an email containing the RMA number and directions of how and where to ship the failing machine. ( Hours of Operations 5:00 pm – 11:00 am AEST Monday – Friday )
  4. If additional information is needed from the customer, we will ask for it prior to issuing the RMA number.
  5. The RMA number will be the customer’s reference for follow up questions, etc.
  6. Customer can ship RMA to the depot, or drop it off at the depot between the hours of 9:00am and 5:00pm Monday – Friday.

Our goal for repair turnaround will be 5 business days.

For RMA updates or repair inquiries, email Customer Care customercare@xploretech.com and remember to quote your RMA number

Delivery details for product:

Marknet Technology
141 Parramatta Road,
Auburn NSW 2144
Main Ph. +61 2 9648 1337
9:00am – 5:00pm Monday - Friday

IMPORTANT:

  • The product should be securely packaged with adequate protection for courier handling.
  • The RMA number needs to be clearly displayed on the box


New Zealand

For our New Zealand customers we use Service Plus who is one of the largest independent IT and electronics service companies in New Zealand.

Please go to http://www.serviceplus.co.nz/book-a-job.html or call 0800 00 77 22