Warranty

1. Products covered by our warranty

  • Plus Series | High Precision
  • Pro Series | ECAP
  • Pro Series | Capacitive Touch
  • Pro Series | High Precision
  • V Series

For earlier models warranty cover please consult with your local representitive. 

 

All Clevertouch models come with a five-year parts only warranty valid from the date of purchase.


Type of warranty cover

Warranty cover will be in the form of technical support via support.clevertouch.com between the hours of 8am and 11pm GMT, Monday to Friday excluding UK bank holidays. Technical training will be provided to our partner or your authorised repair agent as required. Technical bulletins, training manuals, drivers and firmware updates are also available via support.clevertouch.com.

 

2. Exclusions

The Warranty does not apply to damage for which Clevertouch cannot bear responsibility and
which include but are not limited to the following:

  1. Improper use, mechanical damage (e.g scratches, pressure or break points), incorrect storage or cleaning and maintenance nor does it cover the costs of any modification or adjustments which may be necessary to adapt the product to meet any local technical or safety standards.
  2. Connection or use of the product for a purpose other than that for which it is intended and non-observation of Clevertouch’s operating and installation instructions or the valid technical and safety-relevant provisions or standards of the country in which the product is used.
  3. Non-observation of Clevertouch’s care and maintenance instructions.
  4. The permanent – also partial – display of fixed imaged (typical display damage being so-called burn-in effects such as image retention and image sticking).
  5. Operating conditions which exceed normal office or private use (e.g operation in smoky or dusty atmospheres or at extraordinary room temperatures and under UV/IR radiation).
  6. Separate operating conditions are specified by Clevertouch for certain products if necessary.
  7. Natural Disaster, fire, flooding, chemical or biological exposure, acts of war, acts of violence or similar events.
  8. Defects caused by a non-Clevertouch product being connected or used in conjunction with the Product.
  9. The modification of the product by persons not authorised by Clevertouch.
  10. Accessory parts such as boxes, packaging, batteries or other consumables which are used in conjunction with the product and have to be replaced as expected are not covered by the warranty.
  11. Pixel failure errors are unavoidable in LED Technology, they only constitute a fault under the terms of this warranty if they deviate from the product specification.
  12. Products whose serial numbers have been modified, removed or made illegible are excluded from the warranty.

Warranty Processing

Warranty claims are dealt with by the Clevertouch Service Department. Please contact support.clevertouch.com for further information. You will be asked to provide a few basic details such as the serial number of the screen and a brief description of the fault. You may also wish to provide images and or a movie to support your case. Once your support request has been received, it will be processed swiftly and you will receive by return a ticket number
relative to your fault. Please note that this ticket number must be used/quoted in relation to all correspondence connected to your service requirement.

 

3. Accidental damage

  • We are unable to warranty accidental damage as this is outside of the manufacturer control. Third party insurance should be taken out to cover this eventuality.
  • The Clevertouch range of screens have been designed to be used in harsh environments with toughened safety glass, excludes Capacitive Touch with metal/aluminum frames and back panels.
  • The product has been designed with fan-less cooling technology to reduce dust and dirt ingress.

 

4. Service training

Clevertouch requires that all partners undergo our service training. Typically the course takes one day and is ideally done at our London head office, as we have the equipment here necessary to enable fault creation, which is part of the training course. It is possible to conduct the training a the user’s location, at which point one of Clevertouch’s service engineers will attend. This needs to be discussed on a case by case basis.

 

5. International spare parts policy

Our engineers will identify the faulty component against the serial number of the screen, we will then assign from our stock holding the appropriate part. Faulty parts do not need to be returned to Clevertouch and can be disposed of under regulations appropriate to the country concerned. Spare parts can be consigned with the customers’ next order, if appropriate, or depending on the speed required via air freight or via our standard delivery service.


USA customer orders will automatically contain appropriate spare parts, pertinent to the size of
the panel and the serial number.


Please note that panel faults that are diagnosed will be handled separately and will be dispatched via air freight once we have established that the panel is faulty from the information that is provided.

 

6a. DOA (dead on arrival) panel faults for customers within Eastern and Western Europe

If you are situated within Eastern and Western Europe, Clevertouch will allow 60 days from the date of our invoice to you to cover all panel failures.


Any Clevertouch screen that is deemed and verified to have suffered an actual and agreed panel failure* within the 60 day DOA period (as above) will be replaced and delivered to you free of charge. We will also arrange to have the faulty screen collected at no charge to you.


*Please note that we will require photographic evidence along with a serial number in most cases before we can correctly and successfully diagnose an actual panel failure and issue a replacement Clevertouch screen free of charge.

 

6b. DOA (dead on arrival) panel faults for customers outside Eastern and Western Europe

If you are situated outside Eastern and Western Europe, we ask that you take full responsibility for the replacement of any faulty panel, irrespective of the 60 day DOA ruling in point 6A above.


Once a panel fault has been correctly identified* we will issue a replacement panel to you free of charge and will require your engineering team to re fit the new panel and make good the screen in question.


*Please note that we will require photographic evidence along with a serial number in most cases before we can correctly and successfully diagnose an actual panel failure and issue a replacement panel free of charge.

 

6c. Panel faults for customers outside the DOA 60-day period

If a Clevertouch screen suffers an actual and agreed panel failure outside of the agreed 60 day DOA period, we ask that you take full responsibility for the replacement of any faulty panel. Once a panel fault has been correctly identified* we will issue a replacement panel to you free of charge and will require your engineering team to re fit the new glass and make good the screen in question.


*Please note that we will require photographic evidence along with a serial number in most cases before we can correctly and successfully diagnose an actual panel failure and issue a replacement panel free of charge.

 

7. International Partners Obligation

It is important that all partners build into their landed costs a figure in order to support the product during its warranty period. For example this could be on a case by case basis to cover the costs of repair either on or off site or via a 3rd party service company who charge a fixed fee. A recommendation is to set aside sufficient panels in order to support customers in the field. Warranties that you offer to your customers are at your discretion and will vary from country to country.