Support and Service

Free set-up support

As identified in our pricing approach, a key way we keep our prices down is by working with customers who know what they’re doing.

Nevertheless, ProjectorsOnline is happy to provide a degree of free support for those customers who have first tried to resolve any set-up problems themselves. We ask you to undertake the following before you contact us for support:

• Read the manual and follow its instructions
• Check the general support and troubleshooting tips under our Product Advice & Help menu and follow its instructions.
• Check with the manufacturer’s online help and/or telephone support.
• Try to come to a clear conclusion as to whether your problem appears due to an equipment fault or lack of product/usage knowledge
• Have a copy of your invoice for the product with problems so that you can quote the invoice number.

We reserve the right not to provide support if an invoice number is not provided or you cannot clearly show the problem is due to equipment fault.

Telephone support

If desired, you may use our telephone support on a time-charge basis. This is charged at $30 inc GST per fifteen minutes, and operates between 9 and 5:30pm. Credit card details are required up-front.

Repairs and Servicing

Fee-based on-site support is available in the Sydney metropolitan area only.

• Support service provides next business day call-out to the customers premises following telephone based troubleshooting with our service department.
• This on-site service is available, Monday to Friday during standard service hours from 9am to 5pm during any business day.
• It includes the servicing, repair and/or pickup of the equipment.

ProjectorsOnline will charge the customer a minimum call-out fee of $110 inc GST.

Warranties

All products sold by ProjectorsOnline are genuine Australian market goods, purchased directly from Australian Manufacturers and Distributors and as such come with a full Australian Warranty. These warranties can often be extended so check the Extended Warranty section of the shopping cart.

Most products are supported directly by the manufacturer so if you have a problem you should call the manufacturer's customer service number and they will sort it out directly with you.

Each manufacturer has different warranty periods and conditions. These details are generally provided with the packaging. We have identified the warranty periods and a summary of their conditions for the majority of our products.

If the product requires repair whilst under warranty, you will need to contact the local Service Agent and follow the process defined in your warranty.

Note that most manufacturers warranty is on the basis of “return to base”. This means that the product must be returned to the Warranty Service Agent in the original or equivalent packaging with proof of purchase (a copy of our invoice), and a description of the fault. The customer must prepay shipping and transportation charges, and insure the shipment or accept the risk of loss or damage during such shipment and transportation.