Verifast Pinpad Warranty \ Repair

From: Kim Keeping <Kimberley.Keeping@opensolutions.com> Date: August 14, 2014 at 12:26:28 PM PDT To: "Radke, Joanna (US - Oregon)" <Joanna.Radke@fiserv.com>, Christine Cerda <CCerda@myisland.com> Cc: Patrick Barlis <pbarlis@myisland.com>, Diane Madison-Jammal <dmadisonjammal@myisland.com> Subject: RE: Verifast SPO

Hi Joanna

 

Here’s what I can provide about the Warranty for the pinpads.

 

• Warranty only covers manufacturing defects and regular failures. Units will be repaired or replaced. It does not cover regular wear and tear on units nor does it cover abuse or cases where “no fault found”. These latter situations will be billed for repair. Note also that client is responsible for all cost of shipping to the MSC repair facility and key injection charge after repair.

If you consider this, if the unit does not fail immediately on install it is very unlikely it will fail later on a warranty item. BUT; as seen with other models, it is possible for things to suddenly go wrong L

 

It is our recommendation that all clients understand that these units are electronic devices and as such need to be considered as fixed assets with an eventual write-off date.   With normal use, we would expect that these would have to be replaced in 4-5 years.  Our advice is that regardless of warranty, you should purchase 2 or 3 spare units, if you have not already included these in the initial order, to limit work disruption if any units must go for repair.

 

We have had really good reports from clients about these units.  Out of the 1,010 PAX MT30 units deployed at our client sites to date (going back to July 2012), there have only been 3 failures. One of these was a problem with hardware, while the other two were caused by the client early in the process.   The PAX MT30’s have a respectable track record.

 

Also before you ever send a unit for repair, we (the Verifast team) require that you show us the Verifast Client and Verifast Server logs and an indication on the actual PIN Pad of the failure. This will allow us to clearly establish whether this is a hardware failure requiring service or just a client set-up or configuration issue. In some cases we can rectify the issue with a replacement part (ie new cable).

 

Let us know if you have any other questions.

 

Regards,

Kim