Helpdesk and Support Services
We're here to help you keep things running the way you want them. So relax - we have years of experience and can get you up to speed in no time - or be there for you in no time if you get stuck.
We get many phone calls for assistance from clients with Eftpos Terminals, Cash Registers and other POS equipment that we sell and support.
During normal business hours, if these are a quick phone call for up to 10 minutes or less - these are FREE. For calls of longer duration or for an issue that is NOT covered by our 'Full Serviced Eftpos Lease Terms' or a 'Service Contract for P.O.S. Support' then this time will be chargeable. If the same issues keep repeating at a site with repeated operator errors, then these would become chargeable.
When we are supporting you on the phone, our first preference is to try to sort your issue over the phone, if at all possible. However, there are instances when a technician may need to visit your site to troubleshoot, repair, or to swap out your equipment. If this is required it will be at the appropriate hourly rate and associated vehicle costs, UNLESS you are covered by a full service lease or service contracts.
98% of our Eftpos leases are what we call 'Full Service' leases, these offer 'Full Service on Site' at your premises to repair, or swap out the terminal if required. This covers the onsite service costs of staff, travel and the subsequent repair of the terminal. This applies to any terminal issues that are fair wear and tear and this is FREE and part of your lease. Other lease options are 'Return to Base' in which instance you would be required to bring the terminal into our office during normal business hours, or we could come to you (this would be chargeable) or 'Courier Swap' for remote areas where local on-site service is not applicable.
If an issue is NOT from 'fair wear and tear' or is a 'site related issue', therefore not the terminal itself, this will be a chargeable repair, as the problem is not the Eftpos terminal that we have leased to you.
Examples of this may be, if the terminal has been dropped, had a liquid spill, been spiked by bad power, or if you/your staff has been unplugging and re-plugging in the terminal or pin pad connections (unless done under the direction of our trained staff). A 'site issue' may also be an internet router/switch or a phone line problem.
For these sorts of problems and repairs, Kiwieftpos can still come to site as soon as possible to get your site operational again, as per our Service and Support ON SITE Guarantee times. This may be after trying to sort any issue over the phone first as covered above under the section - Service & Support – Remote & Phone Support.
If you lease an Eftpos terminal from Kiwi Eftpos Ltd, we guarantee that we will keep the Eftpos terminal compliant with the Paymark Eftpos Networks standards for compliance for the duration of your lease.
Changes to your Site and Terminal
If you want changes to your terminal or communications, this would be a chargeable job.
Should you wish to purchase an Eftpos terminal, rather than lease, it will come with a 12 Month Manufacturer’s Warranty. This is a “Return to Base” warranty and does not include any “On Site” call service calls, if required, these would be chargeable as would loan terminals.
When purchasing an Eftpos terminal, there is an ongoing monthly fee, which is charged by our suppliers, who are required to continually update software for the life of the terminal.
From time to time Visa/Mastercard or the Eftpos Network may require additional upgrades, these would be chargeable, as would be the loaned equipment while yours is brought back or sent away for service/upgrade. Service and support times are the same as above under “Eftpos Leasing” but would be chargeable.
Warranties – For all products – unless specified
All equipment sold new by Kiwi Eftpos & Point of Sale Ltd carries the Manufacturer's Full Warranty covering parts and labour. Warranties vary in terms of length but are a normally a minimum of 12 months. - The relevant warranty term is shown on the invoice.
A small minority of equipment may have an extended warranty of up to 24 months available, making a total of 36 months available. Extended warranties are not available on Eftpos Terminals, nor on second hand and or reconditioned equipment.
The majority of Manufacturers Warranties are on a “Return-to-Base” basis at our offices. This means that they do not cover the cost of any travel for our service staff. There are no exceptions to this. Where equipment is returned to us by a courier or other freight company, you are responsible for the cost of returning it to us and for the cost of any damage which occurs in transit to us, whether caused by poor packaging or other factors.
The warranty specified shall not apply to any products or part which has been changed, modified or altered by the Customer or any unauthorised third party in any way unless such changes, modifications or alterations have been specifically approved, in writing, by Kiwi Eftpos & Point of Sale Ltd. The warranty shall not extend to any repair or replacement necessitated by the fault or negligence of the Customer or improper use or faults caused by external conditions. The Supplier shall not be responsible for any consequential, indirect, or special damage or loss of any kind. The warranty does not include cover for “Lost Software” as caused by power issues affecting Eftpos Equipment. All Eftpos and Electronic equipment should have adequate POWER SURGE Protection to minimise the risk of this. aused by poor packaging or other factors.
Warranties do not cover damage caused through no fault of the manufacturer. This includes (but is not limited to): impact damage, liquid damage, insect or rodent damage, damage caused by power cuts or spikes, lightning strike, theft, customer or operator abuse, or operator error.
Warranties only apply to equipment that has been paid in full in accordance with Kiwi Eftpos listed payment terms.
Where an extended warranty has been purchased, the extension is on the terms and conditions listed above. Extended warranties do not apply unless they have been paid for in full in accordance with Kiwi Eftpos listed payment terms.
We will provide you with loan equipment while your equipment is being repaired or under warranty. If you are unable to come to our showroom we will courier the loan equipment to you at our cost provided you pay for the cost of returning it to us. Or you can opt to pay for a Service Technician to come to your site to swap the equipment. Please note that you are responsible for the cost of any damage to loan equipment.
We do offer support contracts for POS – Ask us for details on these and how we can support your business point of sale.
Terms of SERVICE & SUPPORT - from Kiwi Eftpos Ltd.
We are a business that is dedicated to “Supporting what we sell”, - Our motto is “It’s all about Service” – This document is designed to clearly explain and clarify - What, When and How we “Service and Support” and what is free & included and what is chargeable for what we sell & lease in Eftpos, Cash Reg, POS and Accessories.