Support for Resellers

Remember:

User Guide: www.onelan.co.uk/user
Trouble: www.onelan.co.uk/trouble
E-mail: support@onelan.co.uk
Phone: 01491 845286 / 2

Technical Support

ONELAN gives discounts to dealers according to the level of support that they require. To get the maximum discount, dealers are expected to hold a demo Net-Top-Box, run their own demonstrations, provide training and offer first-line support. It is accepted that some customers have unusual or advanced requirements that require input from ONELAN but dealers are generally expected to be able to provide any information that can be found in the on-line user guide.

Dealers should refer customers to the on-line user guide and/or the troubleshooter guide at www.onelan.co.uk/trouble . The troubleshooter will help the user to resolve any problem that they may be experiencing or recommend that they contact ONELAN for further assistance.

Dealers should take care that their customers are not left under the impression that ONELAN will support the entire audio visual installation or that ONELAN carried out the installation.

ONELAN does not charge for technical support. It operates a support desk between 09:00 and 17:30 Monday to Friday excluding UK public holidays. Calls are accepted from dealers and end-users alike and we aim to reply within four working hours. To keep the lines of communication open to all our customers, the Support desk cannot provide training over the phone. Dealers are strongly advised to take the free training course at ONELAN before demonstrating or installing the Net-Top-Box for a customer.

Returns

All ONELAN products have a 1 year return to base warranty and an additional two years of warranty can be purchased. There is also an advance replacement service available. If a unit has Advance Replacement Service and develops a fault then it will be swapped out with a new or nearly-new unit as soon as possible after ONELAN determine that the fault cannot be resolved over the phone. If the fault is accepted before 12:00 then the replacement will be shipped that afternoon otherwise it will be shipped the next working day afternoon.

All returns MUST be booked with ONELAN to obtain an RMA number. To issue an RMA number, ONELAN need the serial number of the unit, a contact name and e-mail address and a description of the fault. Once an RMA number has been issued the contact person will be kept informed of the progress of the repair via e-mail.

Should a unit need to be returned to ONELAN, the owner must arrange delivery. If the unit is still under warranty then it will be repaired free-of-charge. If the warranty has expired then ONELAN will invoice the dealer for the cost of the repair and leave the dealer to recover the costs from their customer. If a customer no longer has a relationship with the dealer then ONELAN reserve the right to appoint a new dealer.

ONELAN cannot quote for out-of-warranty repairs because diagnosis without repair is not possible. These type of repairs will only begin once a purchase order, quoting the RMA number, has been received. ONELAN will invoice the dealer for the actual amount.

ONELAN aim to repair faulty units within three working days but do not guarantee this. Certain types of repair require a 24-hour stress-test before they can be signed off. ONELAN arrange and pay for the return of the unit to the owner.

ONELAN will not recover media or layouts from a Net-Top-Box that is sent for repair if the disk needs to be replace or re-formatted. The customer is expected to keep their own backup copies.