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Troubleshooting
If you have any difficulties getting your modem set-up, please refer to
Frequently Asked Questions in the Broadband support section on our
website at www.acnpacific.com.au. If you are still unable to resolve
the issue, please call our Customer Service Team on 1300 881 778.
Dead-On-Arrival (DOA) and Early Life Failure (ELF)
All of our devices are thoroughly checked by the manufacturer prior
to dispatch. If however you've received a product that's not in working
order or develops a problem later on, we know you'll want it sorted out
ASAP. All the devices we provide are covered by a no-fuss replacement
procedure. That means an item will be replaced if it's defective or
damaged when removed from its packaging for the first time ("Dead
On Arrival" or "DOA") or if it fails due to a hardware fault within a
specified period ("Early Life Failure" or "ELF").
The DOA/ELF procedure applicable to an item is the same for all devices
sold by us. However, the timeframe within which a problem is considered
ELF will depend on the manufacturer. Please refer to the table below for
the manufacturer-defined ELF period for your mobile device.
Manufacturer
NETGEAR
In the event that your new device is faulty within the ELF period
please call us on 1300 881 778. If the replacement of an item is
required, we will ask that it be returned in its original packaging - so
don't throw this away - along with the delivery docket. We will send
you a Return Courier Satchel which you can use to return the faulty
equipment to our warehouse. The item should be in good condition
with no signs of misuse or abuse. Once we confirm that your device
has failed prematurely a replacement^ will be dispatched to you from
our warehouse.
^ Where the original device model is no longer available the replacement will be a
device of similar specifications and one of equal value.
6
Product failure considered ELF within:
14 days
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