Helpful Information

  • There has been a lot of drive towards replace rather than repair over the last few years. If you have a unit with a fault, call us first to get an idea of repair costs and if it is worth paying for a quote to determine exact repair cost. We see many easily and cheaply repairable items being thrown away or sold on Ebay for 'parts, not working' that could have been economically repaired and back in service far cheaper than replacing a unit with a new one. Especially since the new unit may make a whole bag of accessories such as batteries, lenses, remotes, memory cards/ tapes, adapters etc obsolete.
  • If you get a unit wet, immediately remove the main battery and the backup battery. Shake out any water and dry with a towel. Do not try to power up the unit and get it to a repair centre as soon as possible, otherwise more damage will be done.
  • When sending a unit for repair, remove all non standard accessories and attachments. This will save us time and therefore you money.
  • If a repair is urgent, we can give it priority and can agree on a return date. If the repair is not at all urgent, we can save you money on the repair by making it a 'background task' to fill in slack periods. We will charge you a lower rate in return.


Terms And Conditions - Insight Technical Support

SERVICE POLICY

The policies and procedures followed by Insight Technical Support (“Insight”) in providing services are in accordance with the

Domestic Electronic Service Industry Advisory Code Of Practice

CONDITIONS OF SERVICE

THE TERMS OF SERVICE ARE STRICTLY CASH. (Personal cheques will not be accepted, but EFTPOS, MasterCard, Visa Card

facility is available)

AN ESTIMATE cannot be made without dismantling the unit for inspection and carrying out detailed component tests. For this

reason, should an estimate be rejected, a charge of $120.00 exclusive of GST, for the handling and labour involved in

preparing the estimate is applicable. An estimate is valid for 30 days from date of issue. If no response to the estimate is

received within the 30 day period, the customer in not responding, authorizes Insight to reject the estimate on the customers

behalf, and a rejection fee to be charged. In the event that during an inspection to prepare an estimate, it is found that the

product cannot be repaired due to required part/s no longer being available, an inspection fee of $120.00 exclusive of GST

will be charged. An inspection fee is generally to be paid before an inspection is carried out by Insight.

Should a customer neglect to inform Insight that a repair is covered under the manufacturers warranty before the estimate is

completed, then the quote fee will be charged even though the manufacturer is covering the cost of the actual repair. This is

because the repair and estimating process must be carried out in a different way for warranty repairs.

If the goods are not collected within 3 months of written notice to the customer of the completion of the repair, service or

estimate, the customer in leaving the goods authorizes Insight to dispose of the goods in such a manner as Insight in its

absolute discretion considers fit. Further, the customer releases Insight from any liability arising out of or connected with

such disposal whether by negligence or otherwise.

REPAIR WARRANTY

Insight hereby warrants that for a period of 90 days after the date of invoice of the completed repair or service:

a) Insight will replace any defective parts supplied by Insight in the repair or service without charge for parts or labour.

b) Insight will effect any further repair work found to be necessary to satisfy the customer’s original instructions/complaints

without charge for labour, but any additional parts required

will be charged at prevailing rates

Warranty will not apply:

1 if the Product has not been installed, operated, maintained or used in accordance with the manufacturers instructions or

specifications provided with the Product.

2 if the operating & maintenance procedures outlined in both the user & service manual is not followed, including where it is

specified for regular replacement, maintenance & cleaning

of certain parts.

3 if the factory-applied serial number has been altered or removed from the Product:

4 to damage, malfunction or failure resulting from alterations, accident, misuse, abuse, fire, liquid spillage, miss-adjustment

of customer controls, use on an incorrect voltage, power

surges and dips, thunderstorm activity, acts of God, voltage supply problems, tampering or unauthorised repairs by any

persons, use of defective or incompatible accessories, the

operation of a computer virus of any kind, exposure to abnormally corrosive conditions or entry by any insect, vermin or

foreign object in the Product.

5 to damage arising during transportation, installation or while moving the Product, or to any transportation costs of the

Product or any parts thereof to and from the owner, unless

otherwise specified in these warranty conditions.

6 to any third-party software or hardware not contained in the Product as originally configured by the manufacturer.

7 to any failure, to the extent that the failure is not a failure of the Product to perform in accordance with its specifications.

8 to replacement or repair of any (1) consumables (including batteries and cables), or (2) lost parts or accessories.

9 to service of any product whilst it is outside Australia.

REPAIR NOTICES

I During the check and/or repair process of equipment, some or all of customer stored data may be lost. Please ensure that

all data has been backed up onto another device, product

or storage media.

2 Goods presented for repair may be replaced with refurbished goods of the same type rather than being repaired.

3 Refurbished parts may be used to repair goods.

IMPORTANT NOTICE

In some cases Insight may arrange for the return of customer equipment, on the customers behalf and, at Insight’s option, at

the customer’s or Insight’s expense, with a carrier selected by Insight. Insight will return any such equipment using

packaging materials supplied by the customer and accepts no responsibility for the suitability of those materials. Any

additional packaging supplied by Insight will be at the cost of the customer. Insight accepts no responsibility for any loss or

damage suffered by the customer howsoever caused, including but not limited to the negligence of Insight, its employees or

agents or carrier engaged on behalf of the customer, in relation to the return of the products to the customer. Insight

recommends that the customer arrange for its own insurance for the return of equipment.

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