Making a warranty claim
Something’s broken. Here’s how to get it sorted.
Before you contact us
Section titled “Before you contact us”Two minutes here can save you a fortnight.
1. Check 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 is usually fixable without a repair. Run through the relevant article first: Computer won’t turn on, Computer is slow, Wi-Fi won’t connect. Sending in a working computer means waiting to get back a computer that was never broken.
2. Back up your data. A repair may mean replacing or reimaging the drive. We are explicitly not responsible for data loss, so this one is genuinely on you. See Transferring your files.
If the machine won’t start and there’s data on it you need, tell us that explicitly. We’ll take a different approach.
What to have ready
Section titled “What to have ready”- Your order number
- What’s wrong, in plain terms
- When it started, and whether it happens every time or intermittently
- Any error message, exactly. A photo of the screen is ideal
- What you’ve already tried
Intermittent faults are the hardest to diagnose, so any pattern you’ve noticed (“only after it’s been on an hour”, “only on battery”) is genuinely valuable.
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 on Contacting us.
We’ll work out whether it’s something you can resolve in five minutes on the phone, or whether the device needs to come in.
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: 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: 4/26-28 Abbott Rd, Hallam VIC, 9am to 5pm weekdays.
By post: confirm the arrangements with us first. Pack it properly (something rigid, with real padding on all sides) and include a note with your name, order number and the fault.
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 doing any work. You’re 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.