Support and Repairs

This Page contains general assistance relating to all devices.

The PRODUCT-SPECIFIC SUPPORT tab takes you to specific help on the equipment listed, including obsolete devices. Alternatively you can access the SUPPORT tab under each product.  Go to these pages for help with COMMON OPERATIONS and TROUBLE-SHOOTING. NOTE: it may be the case that something you think is a fault is in fact a function of the equipment which has been inadvertently activated. If the unit is essentially working, please check the RESETS to default settings first.

When you purchase from Zyteq, or nominate us as the supplier in your application for funding we will support the ongoing use of the equipment in our mission to make sure that everything runs smoothly.  We offer :

 

Phone support - a freecall number is available for 'over the phone' assistance with any questions you may have for example, for installing the software or troubleshooting any problems that arise
Web support - instruction guides and tip sheets, downloads of useful resources or information where you can access them
Face to face – training and support in your own environment with your team, by appointment when we are in your region.  Alternatively Skype can be used for on-line video support. 
At any time, you can ring and chat with us. Have your equipment in front of you and we will try some quick trouble shooting on the spot to get things on track again.

Before You Ring

You are always welcome to ring for assistance, but please have the device in front of you and have the serial number accessible before ringing.

1. I have a device and it is behaving unexpectedly

Please go to the SUPPORT page for the product you have and try the most common strategies. A high proportion of apparent operational 'problems' are due to settings being activated inadvertently. A quick fix can often be to reset the unit to FACTORY DEFAULT settings, however we then don't know the nature of the problem in this instance but it will be clear it was a setting rather than a 'fault' and the unit will be back in use.  With products that are based on Windows operating system, start by completely shutting down the unit (not just to stand-by) and restarting; check power/charging and any connections of switches, etc.  Restart and see if the problem persists. 

2. I don't know how to perform an action on the device I am setting up

Have you checked the manual? Still no luck. Try the regular solutions to common actions by selecting the relevant device from the support menu. Do please ring though as frequently once you know the name of the operation we can then set you on the right path using your manual.

3. The device I have seems to need repair

Please check section 1. here for trouble-shooting strategies you may be able to carry out first. Please telephone to discuss the device and the problem before sending it to be repaired. Devices sent for technical work where ' no fault is found' are still charged for costs incurred. Please do not attempt 'home repairs' nor use unauthorised repairers. Further down this page you will see the heading REPAIRS.  Please check the information on REPAIRs for further instructions. If it is obvious a device requires repair, for example if some part of the device is clearly broken or damaged, then please follow the procedure for returning devices for repair.

4. What is the best care and maintenance for my device ?

Each type of system is different so please choose your device from the support menu for the recommended care and maintenance routines. Proper care and maintenance can prevent the need for some repairs. Rechargeable batteries will always need replacing but you can maximise the battery life by good maintenance.

 

Repairs

 

Do you have equipment needing repair?

BEFORE you send it please check the relevant trouble-shooting for your device in the support section above. A device sent for general checking or where an “operator error” has caused an apparent problem will still need to be invoiced. If a device has clearly been damaged ring or read below to ensure it is sent correctly to enable a fast and efficient repair. Please only use our authorised repairers. Please don;t assume that if your device has been repaired recently that the same problem has recurred.  This is rare, so it is best to still phone first in case the problem can be rectified over the phone.
 
NOTE:  Please be aware that devices with stored data, programmed or edited content specific to the user, may be removed and erased during the repair process.  Please back up all data before sending equipment for repair.
 
 
How to send equipment for repair 
 
Devices arriving without the necessary documentation are usually delayed in the repair processing while this is followed up. — warranty terms and conditions do not apply to damage caused by dropping or other abuse to units, except for systems where a 'no quibble' warranty/extended service agreement exists.
 
1.  Please phone to discuss the problem; maybe it can be solved over the phone. If it has been determined that you need to send it in please follow ALL of these steps. Please do not assume that a telephone conversation with the Zyteq office permits omission of any of these steps. These steps are devised to prevent further damage to the device in transit, to expedite repairs and to ensure payment.
 
2.  Write or type a note which must include: 
  • Contact details including your contact name, phone number, fax and/or email address (optional but useful) 
  • A street address (not post box) for return delivery by courier. 
  • The serial number of the unit is useful. This is our reference for all repairs. If you ring to discuss repair progress please know your device’s serial number.
  • A statement of the problem (repeat points from the phone conversation if relevant, but please provide information. Simply “as per our phone conversation”is insufficient.) The more information provided here the faster the repair may proceed. Please note what the problem is now; what happened prior to this problem occurring (any damage, exposure to liquid, incorrect charger etc), whether it is intermittent or constant. Any other observations of the device’s operation
  • Method of payment (see below). Please know who owns the device in question and who is responsible for payment of repairs. In some cases approval must be sought before sending the equipment for repair, otherwise the agency may not cover payment. If you require a quotation prior to work proceeding please state this clearly on the note [and read below for terms & conditions], and ensure that there are multiple methods to contact you so as to avoid delays. Please not there is a minimum charge for inspection, even if work does not proceed.
  • NOTE:  Please be aware that devices with stored data, programmed or edited content specific to the user, may be removed and erased during the repair process.  Please back up all data before sending equipment for repair.
3.  Package the equipment as follows: 
  • In a sturdy box (for example a show box or box purchased from Australia Post) with clean and plentiful packaging e.g. bubble wrap or screwed up brown paper or newspaper. 
  • Do not use shredded paper please; it can enter the device. 
  • Do not include accessories unless they seem related to the problem, for example a charger may be suspect so then please include it. Include the note (point 2 above) and method of payment  
4.  Forward the item either: 
  • By registered post. Insurance is usually not necessary, but this is your choice. Send to Zyteq, PO Box 190 South Melbourne VIC 3205 
  • By courier.  Post is preferred.  If you do not have a courier account please get a quote from the company you use first. Private courier deliveries (without an account) are generally not economical. Only use reputable companies. Please ring to request the delivery address.
  • Please DO NOT use an Australia Post service to post to the delivery address. This is not as reliable for us. If the device is owned by the Aids and Equipment Program in Victoria, Medical Aids Subsidy Scheme (QLD) or Enable NSW please ring these organisations first as they are the equipment owners.
5.  Payment:   Private repairs must be paid for prior to equipment being returned. An organization may wish to provide a Purchase Order. An invoice will be supplied with 30 day terms, when the repaired item is returned. If cheque payment is preferred you will be phoned when the repair is ready for return and a cheque must be received prior to the equipment being returned. Direct deposit can be made into the Zyteq bank account. Please ring for details. Individual customers with a good credit standing with Zyteq may be invoiced providing 7 day terms. 
 
6. QUOTE FIRST ? Terms and conditions: A quotation for the repair cost maybe requested before the device is forwarded to us, or after the technician's inspection. A quotation provided prior to inspection will be an estimate only and not a formal quotation. Until the technician has seen the unit diagnosis over the phone may be unreliable and an official quotation cannot be based on this. Where quotations have been requested after inspection of the device, and the repair does not proceed a minimum charge will be applied to cover the technician’s diagnostic labour, freight handling and administration. This will generally be $139.70 (incl GST)  for a standard situation. Where the repair proceeds, these costs will constitute the freight, labour and handling for the repair work. [PRICES ARE SUBJECT TO CHANGE WITHOUT NOTICE] 
 
7.  Warranty may be voided if unauthorized repairers have opened or worked on the equipment 
 
 

Authorised Repairers

Zyteq PO Box 190 South Melbourne VIC 3205
 
All repairs should be forwarded directly to Zyteq. In order to provide the fastest and most comprehensive repair service, we have stream-lined all repairs to Zyteq.  Zyteq has direct support from the manufacturers for technical expertise, parts and information.  As this is updated on a frequent basis our staff members are in the best position to implement upgrades, manufacturer recommended modifications and other details.  Our aim is to provide the highest quality repair service so that the device is returned not only repaired but upgraded to any new specification available and with attention to small details such as missing rubber feet.  To expedite the process we recommened that Express Platinum post service is used.  This is a tracked and "signed" service overnight from most areas. Using such a service means that the device will arrive for repair the next day whether you are located in Brisbane or a Melbourne suburb.