AOC EMEA - Warranty and Service Manual 2015 v6
Contents
1. Warranty and Service Information Manual 2015 For Western Europe AOC Customer Care and Service Department Region Europe Middle East and Africa Januar y 1st 2015 1 Information and Warranty Introduction AOC Monitor Identity General Warranty Period Dead on Arrival Period DOA Pixel Policy What is excluded Out of Warranty OOW oe ee ee a 2 Service Region 1 Service Region with Swap Service Onsite Swap or Advanced Swap 2 Service Region with PickUp Repair amp Return Service 3 How to contact Customer Support 1 When Customer Service is needed 2 How to contact Customer Service via www aoc europe com 3 How to contact Customer Service via the Warranty and Service Information Manual 23 06 15 AOC Customer Care amp Service Department EMEA Warranty and Service Information Manual for Western Europe 1 Introduction and Warranty 23 06 15 AOC Customer Care amp Service Department EMEA 1 1 Introduction All of our AOC LCD Monitors are designed and manufactured to the highest standards and deliver high quality performance ease of use and ease of installation In case you encounter any difficulties while installing or using your AOC LCD Monitor we recommend that you first consult the operating instructions or the information in the support section of www aoc europe com or on the CD ROM Secondly contact your System Integrator who had installed your AOC LCD Monitor your Dealer or Retai2. region page 12 15 1 1 Your original unit will be replaced with the same model 1 2 If option 1 1 is not possible an upgraded model within the same product line will be offered after your approval 1 3 If option 1 2 is not possible an alternative model will be offered after your approval 1 4 If you would like to receive back your original product instead of a replacement unit a PickUp Repair and Return or Carry In service can be offered 2 Pickup Repair amp Return Service depending on your country page 16 17 2 1 Your original product will be repaired 2 2 If option 2 1 is not possible an upgraded model within the same product line will be offered after your approval 2 3 If option 2 2 is not possible an alternative model will be offered after your approval 23 06 15 AOC Customer Care amp Service Department EMEA 1 4 Dead on Arrival DOA Period during business days Subject to local warranty conditions by law We are offering a DOA period of 14 calendar days beginning on the date of your purchase A proof of purchase POP must be provided for Receiving your you to apply for a DOA request and your A Ee j E bert defective product must be returned completely e P eee in the original box with all the accessories See oe included In case of a justified DOA claim the same Turn Around Time product as the defective product will be offered to you as a replacement We have the right to claim t
3. ct here A yp x 4 2 BaL gt A i 4 gt Entertainment Mobile 23 06 15 AOC Customer Care amp Service Department EMEA 3 2 How to contact Customer Service AOC Service amp Customer Support AOC s quality displays are designed to provide years of superior performance and productivity But if your display fails to live up to our high standards we offer excellent customer support and after sales service including a three year warranty national service hotlines and a network of local service centers Frequently Asked Questions Three year warranty Customer Care amp Service AOC displays combine the latest technology with user friendly All AOC displays are designed to be easy to use and install and features But to get the most enjoyment out of your monitor you are manufactured to deliver the highest standards of may require assistance or troubleshooting advice from our performance If you encounter any issues while installing or using customer service team AOC stands behind the quality of each your AOC display we recommend first reviewing the user manual and every monitor with a generous three year warranty During in the included CD ROM the service section of the website or our this period defective displays will be repaired or replaced at no Frequently Asked Questions If you are unable to resolve the problem on your own please call your local AOC Customer Service Ho
4. e assembled around the product which has not been recommended in the user manual The product has been damaged including but not limited to damage by pets lightning abnormal voltage water or fire natural disaster or transport accident The product is defective due to wear of parts which can be considered as consumable parts by their nature The product does not function properly because it was not originally designed manufactured approved and or authorized for the country where you use the product which might occur in instances where the product has been purchased in another country other than that of its intended use 23 06 15 AOC Customer Care amp Service Department EMEA 1 7 Out of Warranty OOW After your warranty period we can offer you a Out of Warranty service or a repair solution via our Certified Service Centre if you wish to make use of this service Please contact our AOC Customer Service Centre and a AOC Customer Service Representative will forward your request to an Certified Service Partner in your country Our Certified Service Partner will contact you with an estimate quotation for a service or a repair solution for you to decide accordingly If the Certified Service Partner cannot perform a repair solution under the offered repair quotation we will find alternative solutions for you if possible up to 60 months 5 years from the manufacture date which you can find on the product label of your moni
5. ed or compensated 23 06 15 AOC Customer Care amp Service Department EMEA 2 2 1 Service Region with Pickup Repair amp Return service sales Region Western Europe v A PickUp Repair amp Return Service will be offered in the following countries 1 Turkey 23 06 15 AOC Customer Care amp Service Department EMEA Applies for the following countries Turkey Contact our AOC Customer Service Centre Verify and approve your RMA case Case Closed PickUp Repair amp Return aiming at 10 days Return your repaired or replaced unit Picking up your defective unit aiming at 48h Repair or replace your defective unit 23 06 15 AOC Customer Care amp Service Department EMEA 2 2 2 Service Scenario and Process TIME buring business days Contact our AOC Customer Service Centre Verify and approve your RMA case OPTION Carry In aiming at 5 days Case Closed Pickup your Bring your unit repaired or your to the service tested unit center Repair or test your defective unit Note Do not include your original accessories Any loss of accessories will not be covered or compensated Warranty and Service Information Manual for Western Europe 3 How to contact Customer Support 23 06 15 AOC Customer Care amp Service Department EMEA 3 1 When Customer Service is needed A RMA number Return Material Authorization or will be issued as registration to yo
6. he costs for any missing parts or any other Customer Induced Applying your DOA Damage CID which we receive Receiving your replacement unit aiming at 72 hours after 12 00 23 06 15 AOC Customer Care amp Service Department EMEA 1 5 Pixel Policy ISO 9241 307 Class 1 This Pixel Policy explains the different types of pixel defects and defines acceptable defect levels for each type To obtain service within the warranty period the number of pixel defects on your product s panel must exceed our Pixel Policy levels We strives to deliver the highest quality products and therefore use some of the industry s most advanced manufacturing processes and practice stringent quality control However pixel or sub pixel defects on LCD Monitor panels are sometimes unavoidable No manufacturer can guarantee that all panels will be free from pixel defects but we guarantees that any LCD Monitor with an unacceptable number of defects will be repaired or replaced under warranty Types of Pixel and Sub Pixel e Bright Full Pixel all 3 Sub Pixel Red Green Blue are permanently lit which creates a Bright Full Pixel subpixel subpixel subpixel e Black Full Pixel all 3 Sub Pixel Red Green Blue are permanently unlit which creates a Black Full Pixel 4 mi e Sub Pixel all other combinations of lit and dark Sub Pixels appear as other colors G R GBEN Types of Pixel Defects shee e Bright Dot Defects appear as a Full Pixel or Sub P
7. iming at 48 hours Turn Around Time Receiving your Applying your RMA replacement unit after 12 00 aiming at 72 hours Note Do not include your original accessories Any loss of accessories will not be covered or compensated 2 1 3 Service Region with Advanced Swap Service sales Region Western Europe v An Advanced Swap Service will be offered in the following countries Austria Denmark Finland Italy Norway Sweden Se A J a Note Swap Service is limited to mainland Europe and will be subject to availability for islands and highlands Please refer to your local point of sales for more information for service outside mainland Europe 23 06 15 AOC Customer Care amp Service Department EMEA 2 1 4 Service Scenario and Process TIME buring business days Applies for the following countries Austria Denmark Finland Italy Norway Sweden Contact our AOC Customer Service Centre Receiving your RMA Applying your RMA unit aiming at before 12 00 y PEE Verify and Case Closed approve your RMA case Advanced Swap Turn Around Time aiming at 48 hours Picking up your Shipping out defective unit your after 1 week replacement unit Receiving your RMA unit aiming at 72 hours Applying your RMA Delivering your after 12 00 replacement unit a at your address Note Do not include your original accessories Any loss of accessories will not be cover
8. ixel that remains permanently lit resulting in a white or colored dot on a Black background e Black Dot Defects appear as an Full Pixel or Sub Pixel that remains permanently unlit resulting in a black or colored dot on a White background Defect Type 1 Defect Type 2 Defect Type 3 Defect Type 4 Defect Type 5 Bright Full Pixel Black Full Pixel Bright Sub Pixels Black Sub Pixels Total Sub Pixels 1 1 3 5 5 Acceptable Level 23 06 15 AOC Customer Care amp Service Department EMEA 1 6 What is excluded Your warranty applies when the product has been handled properly for its intended use and in accordance with the operating instructions Your warranty does not cover for the losses consequent in nature including but not limited to loss of data or loss of business Your warranty does not apply if The proof of purchase POP documents have been altered in any way or made illegible The model and or serial number on the product has been altered removed or made illegible I Unauthorized service organizations or persons have carried out repairs or product modifications and alterations The defect is caused by abuse or misuse of the product or by environmental conditions that are not in conformance with the recommended operations of the product The defect is caused by connection to peripherals additional equipment or accessories other than those recommended in the user manual The defect is caused by an external enclosur
9. ler for further assistance Our AOC Customer Service Representatives will provide you with additional service when needed 23 06 15 AOC Customer Care amp Service Department EMEA 1 2 AOC Monitor Identity 36 Months Warranty for all AOC product lines Pro Line Value Line The Pro Line delivers the most advanced display technology The Value Line delivers attractive remarkably affordable displays for discerning professionals plus easyto adjust ergonomic that don t scrimp on performance These monitors are ready to features ideal for shared workspaces face any challenge from systems imiegration to busy families 23 06 15 AOC Customer Care amp Service Department EMEA Style Line The Style Line isn t afraid to make a statement These displays take innovation to the limit with unique concepts and cutting edige technology 1 3 General Warranty Period Subject to local warranty conditions by law We are offering a 36 months warranty begins on the date of your purchase In case of a missing proof of purchase POP the warranty period is considered to have started from the date of manufacturing indicated on the product or from the serial number of the product and will end after 39 months If any defect due to faulty materials and or workmanship occurs within your warranty period we will make arrangements for the following service scenario within the warranty period 1 Swap Service depending on your
10. tline additional charge Read more Select country Albania Austria Belarus Belgium Bosnia and Herzegovina Bulgaria Croatia Cyprus Czech Republic Denmark aan min Standard Operating Hours 9 00 17 00 ile E fe D ti he g ij ri 23 06 15 2 iy qi 14 G 3 3 How to contact Customer Support Austria free call Belgium local tariff Denmark free call Finland free call France free call Germany 0 09 Ireland free call Italy free call Luxemburg local tariff Netherlands local tariff Norway free call Portugal local tariff Spain local tariff Sweden free call Switzerland free call Turkey local tariff United Kingdom 5p p m network extra s AOC Customer Care amp Service Department EMEA No Western Europe Hotline Number 43 0800291391 31 0499 750 285 45 808 845 95 358 0800918041 33 0800912852 49 0800 00 00 821 1800 949697 39 800789460 31 0499 750 285 31 0499 750 285 47 80014243 34 902 686 467 option 2 34 902 686 467 option 1 46 020792590 41 0800562826 90 212 444 4 832 44 0 844 482 11 50 hank You
11. tor 23 06 15 AOC Customer Care amp Service Department EMEA Warranty and Service Information Manual for Western Europe 2 service Regions 23 06 15 AOC Customer Care amp Service Department EMEA 2 1 1 Service Region with Onsite Swap Service sales Region Western Europe v An Onsite Swap Service will be offered in the following countries Belgium France Germany lreland Luxemburg Netherlands Portugal Spain Switzerland 0 United Kingdom Soe ee eS aN Note Swap Service is limited to mainland Europe and will be subject to availability for islands and highlands Please refer to your local point of sales for more information for service outside mainland Europe e g Departements d Outre Mer DOM and Territoires d Outre Mer TOM 23 06 15 AOC Customer Care amp Service Department EMEA 2 1 2 Service Scenario and Process TIME enung business days Applies for the following countries Belgium France Mainland Germany Ireland Luxemburg the Netherlands Portugal Spain Switzerland United Kingdom Contact our AOC Customer Service Centre Verify and approve your RMA case Case Closed Onsite Swap aiming at 48 hours Performing a box to box swap Shipping out your replacement unit _ at your address 23 06 15 AOC Customer Care amp Service Department EMEA Receiving your Applying your RMA replacement unit unit before 12 00 y a
12. ur case No claims will be accepted without a RMA number In order to avoid unnecessary inconvenience we advise you to follow the following steps before contacting an AOC Customer Service Representative e Read the operating instructions carefully e Consult the support section of www aoc europe com e Consult the user manual support section on the CD ROM e Consult your System Integrator or your Dealer To obtain service within the warranty period please contact the AOC Customer Service Centre Contact details of the AOC Customer Service Centre can be found on www aoc europe com or the hotline list which can be found in this document To be able to help you efficiently when you contact an AOC Customer Service Representative please have the following items available e The original invoice or cash receipt indicating the date of purchase dealer name and model number of the product e Your product serial number which can be found on the back or bottom of the product 23 06 15 AOC Customer Care amp Service Department EMEA WWW adOC EUrODE COM AOC Service amp Customer Support AOC s quality displays are designed to provide years of supe performance and productivity But if your display fails to live o our high standards we offer excellent customer support a sales service including a three year warranty national ice hotlines and a network of local service centers Read more Find Products Find your Produ
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