Starting now, Peplink is adding SpeedFusion Cloud to their Care plans (EssentialCare, PrimeCare and SmartCare). This means any device under a Care plan can now leverage our global infrastructure and use SpeedFusion with just one click. Confused?
Peplink support service plans surely got you covered. You’ll receive professional support that will help in mitigating the business risks and resolving problems quickly and effectively. With Peplink TotalCare & EssentialCare your clients will be able to run their business more efficiently.
Let ADVANTESCO recommend the best systems to meet your needs. We make it our business to know everything there is to know about Macs and the third-party products designed to support them.
How can we help you today?
We are just a click away ...
With EssentialCare, your Peplink certified partner will provide comprehensive technical support. Each partner is equipped with specialized training, years of expertise, and our backing. They are ready to handle anything your deployment may encounter.
Every Peplink Router comes with life-time forum support, one year of standard warranty, a one year InControl 2 subscription, and 8×5 email support.
To provide greater peace of mind for customers, Peplink grants a 14 day grace period for extended warranty purchase. During the Grace Period, customers will be eligible to purchase an extended warranty for the expired device from their partners.
Gain extra with Peplink SmartCare and extend your service coverage up to 3 years. SmartCare is only available for Blue Chip Series. SmartCare provides unlimited Support Ticket / Email Support, Free Firmware Upgrades, Hardware Warranty, Advance Hardware Replacement for RMA.
Two options of SmartCare are available:
SmartCare 1-Year
SmartCare 3-Year
A Diagnostic Report is required to validate the warranty if the Peplink hardware is already out of warranty at the time of purchasing SmartCare.
In the case of Advance Hardware Replacement service, a replacement unit may be sent out by Peplink before the customer returns the defective hardware. All the policies of warranty, exclusions, and limitations apply in this case. Advance Hardware Replacement for faulty appliances will be provided if a customer has purchased the SmartCare Protection Plan for that hardware.
Below is information which customer may need to know before requesting DOA or Advance Hardware Replacement service:
01.
Customers should inform Peplink Customer Support about issues experienced when request replacement service, with their contact information and serial numbers of the defective hardware.
02.
ADVANTESCO and Peplink Support Team will provide a DOA/RMA number and RMA center address for customer to ship back the defective hardware.
03.
Customer should bear all costs of shipping the defective hardware to ADVANTESCO UAE or NZ RMA Center. ADVANTESCO will be responsible for the return shipping only.
04.
Customers should ship the whole package, including all accessories which are originally packed with the hardware, back to Peplink’s RMA center.
05.
Customers should send back the defective hardware within fourteen (14) calendar days of receipt of the replacement hardware, or ADVANTESCO and Peplink reserves the right to invoice customers at list price of that replacement hardware.
Under Limited Warranty policies, Peplink will repair your defective hardware.
Below are RMA policies that you may need to know before contacting our support team:
All exclusions and limitations of warranty service apply. Please read the “Limited Warranty Policy” section for information.
The valid service period is twelve (12) months, starting from the time of shipment of hardware.
You should be the original owner of the defective hardware.
RMA service will only be provided for customers who purchased directly from ADVANTESCO.
You should provide valid information to our support team, including issues experiencing, current firmware version, contact details, model number, and the serial number of the defective hardware. Please remember to include a Diagnostic Report, exported by following the instructions, along with your request to save time for troubleshooting.
The RMA process is as follows. Failure to follow this procedure may result in additional charges and delays:
01.
Contact either Peplink support team by writing to https://www.peplink.com/contact/support/ or ADVANTESCO support team and describe experienced issues. Please provide enough details for investigation.
02.
You should request a RMA number issued by the ADVANTESCO/Peplink support team with a RMA center address. ADVANTESCO/Peplink will not accept RMA request without a confirmed RMA number.
03.
Customers should ship the hardware back within fourteen (14) calendar days after the RMA request confirmation. RMA authorization is revoked after such grace period.
04.
Customer should bear all costs of shipping the defective hardware to ADVANTESCO UAE or NZ RMA Center, while ADVANTESCO will be responsible for the costs of sending the repaired hardware back to customer.
05.
The authorized RMA number should be written clearly on the returning package.
06.
Customers should ship the whole package, including all accessories that came with the hardware , back to Peplink RMA center.
07.
Customer is responsible for proper packaging. Any parts or items damaged by insufficient or inaccurate packaging will void the warranty.
08.
All personal configurations may be restored to factory default during the refurbishment process, and ADVANTESCO / Peplink disclaims all responsibility and liability for the configurations of the hardware.
09.
If the hardware contains defective accessories, please notify ADVANTESCO / Peplink support team about the problem experiencing. It may help to save the shipping cost if it is the case of accessories issues.
Out of Warranty Repairing Service
The cost for the out of warranty repair for all devices will be 50% of the MSRP price, in which:
Customer shall bear two-way shipping costs
The repaired (or replacement) unit comes with a 1 year standard warranty. Warranty begins from the shipping date.
In the case of DOA, a replacement unit may be sent out by Peplink before the customer returns the defective hardware. All the policies of warranty, exclusions, and limitations apply in this case.
Advance Hardware Replacement for defective hardware will be provided if:
1. Peplink hardware is found to be DOA.
2. Defective On Arrival, DOA, means the hardware is found to be defective that it cannot function properly within the first fourteen (14) calendar days of receipt. In this case, it is Peplink’s responsibility to replace functional hardware to the customer.
Below is information which customer may need to know before requesting DOA Replacement service:
01.
Customers need to inform Peplink Customer Support about issues experienced when request replacement service, with their contact information and serial numbers of the defective hardware.
02.
ADVANTESCO and Peplink Support Team will provide a DOA/RMA number and RMA center address for customer to ship back the defective hardware.
03.
ADVANTESCO will be responsible for the shipping costs both ways. Shipping method will be provided for customer to send in the defective hardware. Return shipping will be also handled by ADVANTESCO.
04.
Customers should ship the whole package, including all accessories which are originally packed with the hardware, back to Peplink’s RMA center.
05.
Customers need to send the defective hardware back within fourteen (14) calendar days of receipt of the replacement hardware, or ADVANTESCO and Peplink reserves the right to invoice customers at list price of that replacement hardware.