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Warranty Service Center

Welcome to the Warranty Service Center. We are dedicated to delivering the highest quality products and solutions to our partners. Our Warranty Service Center is designed to provide comprehensive support, ensuring your operations run smoothly with minimal interruption. Below, you will find our detailed warranty policies, service standards, and procedures for initiating repair requests.

Warranty Service Policy

In principle, all product repair and replacement services are administered by our Technical Support Department. Customers are responsible for submitting products requiring service directly to the Technical Support Department. However, should a customer require On-Site Service due to unavoidable circumstances, such service may be provided. In such instances, travel expenses and related fees will be invoiced in accordance with the company’s service regulations.
Freight & Shipping

Freight costs associated with shipping products to the Technical Support Department for repair or replacement are allocated as follows:

Inbound Shipment (Repair Request): Costs are to be borne by the customer.
Outbound Shipment (Return to Customer): Costs are to be borne by the company.

Service Classifications

Repair and replacement services for service requests are categorized as follows:

(1) Depot Service

In the event of a defect in a product within the free warranty period, service shall be provided free of charge. In the case of paid repairs, fees shall be invoiced in accordance with the Company's fee schedule. However, even for products falling within the free repair period, should the issue arise from causes specified in the Company's exception regulations, costs shall be invoiced in accordance with the paid repair regulations.

(2) On-Site Service

In the event of a defect in a product within the free warranty period, the service shall be provided subject to charges for expenses and labor costs. In the case of paid repairs, the amount calculated based on the Company's fee schedule, including travel expenses, labor costs, and component costs, shall be invoiced. However, even for products falling within the free repair period, should the issue arise from causes specified in the Company's exception regulations, costs shall be invoiced in accordance with the paid repair regulations.

(3) Overseas Service

In the event that a defect occurs overseas in a product falling within the free warranty period, provided that a Company branch is located in the relevant region, the standard policy shall be to process the request by dispatching a replacement product to said region, and the customer shall bear the shipping costs. If, however, on-site service is required upon the customer's request, the amount shall be invoiced in accordance with the Company's overseas repair fee schedule.

Service Fee Structure

Criteria for Warranty vs. Billable Service

Warranty Service (Free): 

Applies to defects in quality, performance, or function occurring under normal operating conditions within the warranty period.

Billable Service (Paid):
a. Performance failure or malfunction occurring after the expiration of the warranty period.
b. Products tested by engineers post-warranty expiration resulting in NPF (No Problem Found).
c. Damage caused by consumer intent or negligence.
d. Malfunctions resulting from structural modifications, alterations, or repairs performed by non-authorized service centers.
e. Failures due to power supply irregularities.
f. Failures caused by defects in connected peripheral devices.
g. Product failures or defects caused by Force Majeure (e.g., natural disasters).

 

Criteria for Warranty vs. Billable Service

Service fees are calculated based on the aggregate of component costs, repair fees, travel expenses, hourly labor rates, and RMA administrative fees, as applicable to the specific service scenario.

Period & Exclusions

Warranty Duration

The standard warranty period for Advantech products is 2 years. For inquiries regarding warranty extensions, please consult IoTMart Service Team (iotmart.kr@advantech.com)

The warranty period commences on the date of purchase by the consumer, verified by the purchase receipt. In the absence of a valid receipt, the warranty period shall be calculated from the company’s date of manufacture/shipment.

Warranty Exclusions

The warranty does not cover:
1. Conditions listed under the "Billable Service" criteria.
2. Products and accessories not manufactured by Advantech.
3. Consumables (e.g., fuses, batteries, LCD backlights).