Warranty Policy

Limited warranty policies

TouchMagix provides a one-year standard warranty for all arcade games and their accessories, 
commencing from the date of purchase. This warranty serves as a commitment to customers, ensuring that any defects in material or workmanship will be addressed without cost during this period. However, it is important for customers to be aware of specific exclusions that may limit warranty 
coverage.

• The warranty does not cover accidental damage, which includes any harm resulting from misuse or improper handling of the product.
• Transit damage is not covered under warranty for shipments made on an Ex Works (EXW) basis. It is advisable for customers to ensure appropriate handling and insurance during transit to mitigate potential issues.
• Some things may not be covered by the warranty, such as certain parts or components, damage due to accidents or misuse, or damage caused by improper servicing or abuse and unauthorized repairs will void existing warranties.
• Customers are required to report any Dead on Arrival (DOA) issues within 15 days of receiving their machine. Reports submitted after this period will not be considered under the DOA policy, and the resolution will follow standard warranty terms.
• TouchMagix will handle all shipping arrangements for replacement parts at no charge, including standard ground or air shipping from the USA or India.
• For All International cases (when shipping products or parts to customers located in different    countries other than the USA and India) shipping charges are to be billed to the customer/distributor or shipped to the customer’s account.
• Certain defective parts must be returned to TouchMagix on the customer account. The annexure below covers the list of parts to be returned. These defective parts help us to understand potential failures and help in improvements to the game.
• Customers and distributors are responsible for returning the defective parts within 30 days of delivery of new parts. If the parts are not returned within this timeframe, they will be automatically billed for the replacements.
• All warranty requests need to be validated with the TouchMagix technical support team.
• For all warranty-related matters or service inquiries, customers are urged to contact the support team as soon as they identify a problem. This proactive approach not only aids in quicker resolutions but also enhances the overall customer experience with TouchMagix products.

After the 1-year warranty, TouchMagix offers repair & sales service options. Please contact the technical support department for information.

Support contact information

The TouchMagix support team is dedicated to providing timely assistance to all customers. 
When reaching out for support, customers are encouraged to provide the following details for a more efficient response:

• Product serial number
• A detailed description of the issue

This information will help the support team assess the situation accurately and expedite the 
resolution process. For any inquiries regarding warranty claims, service, support or general questions about TouchMagix products, customers can reach out to the TouchMagix support team through various channels. Below is the detailed contact information:

Email support
Email: support@touchmagix.com

Phone support
USA Customers: 415.360.0006
International Customers: +91 77091 52220

Additional communication channels
WhatsApp: +91 77091 52220

Support availability: Our support team is available to assist you Monday through Friday, from 7:00 AM to 5:00 PM EST.

Escalation matrix
If your concern/query is not addressed within the promised timeline by our customer support team, please escalate as follows:

• L2 escalation:
  Support/Service Manager: anis@touchmagix.com
   
• Management escalation:
  Chief Operating Officer (COO): varun@touchmagix.com

Warranty claim process

To initiate a warranty, claim with TouchMagix, customers must follow a systematic process to ensure their issue is addressed promptly and efficiently

1. The customer must contact TouchMagix support via email at support@touchmagix.com or by phone. For USA customers, the contact number is 415.360.0006, while international customers can reach out at +91 77091 52220. Our dedicated support team is available Monday through Friday, from 7:00 AM to 5:00 PM EST, to assist you via live Skype chat, email, and telephone.
2. When contacting support, customers should provide essential details that will assist in processing their claims. This includes the product serial number, which is critical for verifying warranty status, as well as a comprehensive description of the issue. Clear communication of the problem helps the support team assess the situation accurately and expedites the overall process.
3. In some cases, TouchMagix may require photographic evidence or videos to assist in diagnosing the problem. As this can significantly enhance the support team’s ability to understand the issue and determine the appropriate next steps.
4. TouchMagix support will create a ticket for the customer, allowing them to track the status of their warranty claim and follow up using the provided ticket number.
5. TouchMagix support will verify the issue based on the information provided and check the warranty status of the machine against the provided serial number.

Warranty replacement and repair process

Once a warranty claim is approved by TouchMagix, the replacement or repair process is initiated to ensure that customers receive timely assistance

• If the product is determined to be defective and covered under warranty, TouchMagix will authorize either a replacement or repair, based on the specific situation.
• For domestic cases in the USA, TouchMagix will handle all shipping arrangements for replacement parts at no charge, including standard ground/air. 
• For All International cases (when shipping products or parts to customers located in different countries other than the USA and India) shipping charges are to be billed to the customer/distributor or shipped to the customer’s account. Customers may need to coordinate these arrangements through their shipping accounts.
• If a purchase order (PO) is required for advance replacement, customers must provide the below details, to initiate the shipment.
• Billing address
• Shipping address
• Contact details (Name, Email, Phone number)
• TouchMagix support team will verify part availability with the relevant team. Replacement parts to be shipped within 24 hours after the issue is diagnosed, provided the parts are in stock. We keep an ample inventory of common spare parts and in cases where parts are non-stockable or made-to-order parts, majorly wooden or acrylic parts, then the support team will inform the customer of the expected lead time, which may extend up to 7 working days.
• If needed, TouchMagix support will provide installation or setup support for the replacement product.
• TouchMagix support team will inform the client if defective parts need to be returned and will provide an RMA number to be included on the box. Customers/Distributors must return defective parts using their shipping account. Customers must ensure that all returns are sent to the designated address to facilitate processing. A list of parts to be returned is provided in the annexure below.
• Once the part is shipped, the customer should share the return tracking details with the support team.
• Customers and distributors are responsible for returning the asked defective parts within 30 days of delivery. If the parts are not returned within this timeframe, they will be automatically billed for the replacements. 
• Parts replaced within the warranty period will have their warranty valid until the end of the original machine warranty.

Out of warranty service process

When a product is no longer covered under warranty, TouchMagix offers a clear process for customers seeking repair or replacement services

• The first step for customers is to contact TouchMagix support via email at support@touchmagix.com or by phone (USA customers-415.360.0006, International customers +91 77091 52220). 
• Customers are encouraged to provide the product serial number along with a detailed description of the issue they are experiencing, which will help the support team assess the situation effectively.
• Once the request is received, the TouchMagix support team will evaluate whether the item is indeed out of warranty and inform the customer of the applicable charges for repairs or replacement parts.
• To initiate the shipment, the customer must provide the following details along with the PO (If applicable):
• Billing address
• Shipping address
• Contact details (Name, Email, Phone number)
• Shipping account
• If the customer does not have a shipping account, TouchMagix will include shipping charges in the proforma invoice, which will need customer approval before proceeding with the shipment.
• The customer is responsible for additional costs such as customs duties, if applicable.
• TouchMagix support team will verify part availability with the relevant team. If the part is in stock, it will be shipped within 24 hours and tracking details will be provided to the customer.
• If the requested part is unavailable, the support team will notify the customer about the expected lead time. For certain non-stockable, made-to-order parts, the maximum lead time may extend up to 7 working days.
• TouchMagix also offers a limited warranty period of 3 months for parts replaced outside the original warranty. This means that if customers procure replacement parts while their original warranty has expired, those new parts will have a warranty coverage of 3 months from the date of invoice.
• Throughout the out-of-warranty service process, TouchMagix remains committed to providing assistance, including installation or setup support when necessary.
• The support team will send a follow-up email within 48 hours of the part delivery to confirm whether the issue has been resolved. If no response is received after two follow-up attempts, the support team will close the ticket, assuming the issue has been resolved.

Annexure

Returnable and non-returnable warranty parts

Parts required to return:

1. NUC computer
2. Game board
3. Control board
4. LED board
5. SSD drive
6. Display monitor

Parts not required for return:

1. Wooden parts
2. Acrylic parts
3. Decals
4. Heavy metal components
5. Game harness
6. Low-value electronic components (e.g., bulbs, motors, power supplies, etc.)