Making a warranty claim
Sorry to hear something’s gone wrong. Here’s how we’ll get it sorted.
Before you contact us
Section titled “Before you contact us”A couple of minutes here can sometimes save you a fortnight without your machine, so it’s worth a quick look.
1. Have a quick check that it isn’t a software problem. Software isn’t covered by the warranty, and a machine that’s slow, won’t get online or won’t wake up can often be fixed without a repair at all. It’s worth running through the relevant article first: Computer won’t turn on, Computer is slow, Wi-Fi won’t connect. If it turns out to be something simple, you’ll have your computer working today rather than waiting a week to get it back.
2. Back up your data if you can. A repair may mean replacing or reimaging the drive. We are explicitly not responsible for data loss, so this one really does need to come from you. Transferring your files walks you through it.
If the machine won’t start and there’s data on it you need, please tell us that clearly when you get in touch. We’ll take a different approach.
What to have ready
Section titled “What to have ready”None of this is essential, but the more of it you have, the faster we can help:
- Your order number
- What’s wrong, in plain terms
- When it started, and whether it happens every time or now and then
- Any error message, exactly as it appears. A photo of the screen is ideal
- What you’ve already tried
Intermittent faults are the hardest ones to pin down, so any pattern you’ve noticed (“only after it’s been on an hour”, “only on battery”) is genuinely helpful to us.
Get in touch
Section titled “Get in touch”Email sales@untech.com.au, call (03) 7043 9910, or use the chat on our website, 9am to 5pm weekdays AEST. Full details are on Contacting us.
We’ll work out together whether it’s something we can resolve in five minutes on the phone, or whether the device needs to come in to us.
What happens then
Section titled “What happens then”Warranty claims are resolved in this order:
- Repair. First, we attempt to repair the product at no charge, using new or refurbished replacement parts.
- Exchange. If a repair isn’t feasible, we offer an exchange.
- Refund. If neither a repair nor an exchange works, we issue a full refund of the purchase price.
If the fault is within 14 days of delivery
Section titled “If the fault is within 14 days of delivery”That’s treated as dead on arrival, and it’s handled faster for you: a refund or replacement rather than the repair-first sequence above. See Arrived damaged or faulty.
Getting it to us
Section titled “Getting it to us”In person: we’re at 4/26-28 Abbott Rd, Hallam VIC, 9am to 5pm weekdays, and you’re very welcome to bring it in.
By post: have a chat with us first so we can confirm the arrangements. When you pack it, something rigid with real padding on all sides works best, and it helps to pop in a note with your name, order number and the fault.
Please send the charger too. Sometimes the charger is the fault, and we can’t rule it out without it.
What it costs
Section titled “What it costs”Nothing, for a genuine hardware fault within warranty. The repair is at no charge.
If the fault turns out not to be covered (accidental damage, liquid, software), we’ll tell you what’s wrong and what a repair would cost before we do any work, and you’re completely free to say no.
Your ACL rights
Section titled “Your ACL rights”For a major failure, Australian Consumer Law gives you the right to choose a refund or replacement rather than accepting a repair. See Our warranty.