FREQUENTLY ASKED QUESTIONS
What does my warranty cover?
The warranty covers hardware defects in the unit. (Excluding physical damage due to negligence) Telephonic technical support assistance is available for all devices purchased with Platinum Warranty. The collection & delivery terms will be provided once your unit has been logged.
What is not covered?
Electrical, physical, software or liquid damages and tampering are not covered by the warranty.
How will I know if my warranty is still active?
The warranty period begins on the date of purchase. The length of the warranty is defined on the warranty card that is supplied when you receive your device. Please note that different products as well as accessories may have different warranty periods.
Where do I find my serial number on my device?
The serial number is located underneath the device on a label or directly on the unit itself. The serial number will have a S/N prefix and then the serial number
Where do I report a problem if my device is not working?
You can log your warranty claim directly using the Warranty Portal or contact one of our warranty support agents on 0861 245 001 or email: customercare@platinumwarranty.co.za
I fixed the problem on my device, how do I cancel the warranty log?
You can contact our warranty support agents on 0861 245 001 or email: customercare@platinumwarranty.co.za and they will cancel your request.
Why can't I log my warranty?
This could be for the following reasons: your serial number is invalid and /or does not pick up on our system. A pop up will be displayed to guide you through. Your address using the maps is not listing your correct location, you can use the pin drop to update your address. Or a field that requires information that is missing, please double check that all fields are correctly filled out, alternatively please reach out to our warranty support agents .
Will I get a confirmation after I log in my warranty claim?
Yes, you will receive an ticket number and this number can be used to track the warranty claim either online or through our warranty support team.
Does my warranty cover physical damage?
Physical damage is not covered under warranty. You will be quoted accordingly based on the actual damage of the unit.
What information do I need before I log in for my warranty claim?
Your contact information, name, surname, collection address, serial number etc and actual fault of the unit will be required.
What does it mean if no spare parts are available?
This is subject to parts availability from our suppliers, as always we will try and endeavor to keep as many part supplies as possible, however sometimes we might run into challenges with part shortage which we are dependent on our suppliers.
What are the repairs turnaround times?
Our repair times vary depending on parts availability, customer location and repair job type. If parts are readily available, you can expect your repair completed within 5 working days.
When will the collection take place?
The driver will be arriving within 48-72 hours, please make sure that your unit is securely packaged before handing it over to the driver :-)
Do you provide loan units?
Unfortunately we do not provide loan units, however we are pretty quick with our repairs process so you should have your unit with you relatively quickly.
How long does the replacement process take?
10- 14 workings depending on stock availability and shipping location
Can you send a technician out to do the repair onsite?
Yes; provided that you are within a 90 km radius from our repair centers, Our repair centers are based in the main city centers of Johannesburg, Cape Town, George and Durban.
How does the warranty work for replacement devices?
The warranty from your original product will be carried over as no extensions are allowed on the replacement devices.
How should I package the device for collection?
It is recommended to cover the laptop in bubble wrap, then place it into a sturdy box (original packaging) or carton for protection. Neither Platinum Warranty or the courier can be held liable or responsible for any damage to the unit in transit if inadequately packaged.
Will the technician backup my data?
No. Platinum Warranty cannot be held responsible for any data loss. Please ensure any important data is backed up before the unit is collected.