Hardware servicing and returns

Before you send back your hardware make sure to check our hardware troubleshotting article here

Fill out the Service Request Form:

• Fill out our Service Request for at https://www.timingsolutions.com.au/service-request
• Within the form you will find a list of serviceable items, and estimated cost. Against the hardware item relevent to your service request, fill in the number of units.
• Further down, you have the opportunity to provide context, please fill in as much detail as possible so we know what to look for
• Submit the form

To send back the items:

• Clearly label the package with both the “To” address (which is indicated at the top of the Service Request Form), and “From” details clearly including the name of the Centre or School
• Post the items back via Express Post or Pack and Send - these details are on the top of the form also

TIME FRAMES:

• Assessment: Once hardware arrives at the warehouse, the items will be assessed within 24 hours / 1-business-day. At this point, you will then be contacted via email with the details of the issue and a quote for the repairs.
• Freighting Back: Once payment is received in full, there is a 72 hour / 3-business-day turnaround for freighting the items back.
• Please note: In some exceptional cases, particularly with highly unusual repairs resulting from extreme damage, the repair process may take longer. You will be promptly contacted if this occurs, with details and updated time frames.
• Freight Times: Please expect that there may be delays in freight time on either end, that are out of our control. Assume a worst case freight times of 3 days for products to arrive at the warehouse and another 3 days to be returned to you.