Warranty service for interactive equipment means free repair or replacement during the warranty term when the fault is a manufacturing defect — including a service engineer coming out to your site.
Buy an interactive panel or a self-service terminal from Elpix and you get a warranty that covers all of Ukraine. No marketing gloss from here on: what’s covered, for how long, and how to file a claim.
What Elpix warranty service covers
The warranty covers diagnostics, repair, and replacement if it comes to that. Certified engineers do the work. You don’t pay for the call-out, the labor, or the parts.
Warranty terms by equipment type
The term depends on the equipment category. My takeaway: what matters isn’t only the number of months but which components actually fall under coverage.
| Equipment type | Warranty term | Coverage |
|---|---|---|
| Interactive panels | 24 months | Screen, control board, ports, software |
| Self-service terminals | 24 months | Monitor, system unit, card readers, receipt printers |
| Accessories and mounts | 12 months | Factory defects, missing parts |
The term starts on the handover date shown in the delivery note or acceptance act. Not on the install date. People get this wrong all the time.
What the warranty covers
The warranty applies to factory faults and internal failures with no external cause. Why does that line matter? Because a cracked glass and a dead control board are two completely different stories for a service team.
- manufacturing defects in the display — spots, dead pixels above the allowed threshold;
- motherboard and electronics failures with no external damage;
- built-in software faults not caused by the user;
- misbehaving built-in peripherals — card readers, barcode scanners, receipt printers;
- missing factory parts or components of substandard quality.
What the warranty doesn’t cover
Damage caused by the user or by outside factors isn’t covered. To be blunt: if the unit was dropped, soaked, or already opened up by someone outside the Elpix service center, it’s not a warranty case.
- mechanical damage to the body, screen, and glass;
- knocks and scratches;
- moisture or liquid ingress;
- repair or opening of the body by third-party technicians;
- damage from voltage spikes when no UPS is in use;
- breaches of the transport and storage conditions from the user manual.
How to file a warranty claim
Step 1: contact and diagnostics
Call us, email, or fill in the form on the equipment service page. Give the model, the serial number, and what exactly isn’t working. An engineer runs a remote diagnostic; if that doesn’t settle it, they schedule a visit.
In Kyiv an engineer arrives within 24 hours of the case being confirmed. In the regions it’s 48–72 hours depending on distance. Counterintuitively, a remote diagnostic is sometimes faster than a visit: ten minutes is often enough to tell whether you need a board repair, a software setup, or a peripheral swap.
Step 2: repair or replacement
Based on the diagnostic, the engineer decides: fix it on the spot or replace the part. If a field repair isn’t possible, the equipment goes to the Elpix service center. If the repair drags on past 7 working days, Ukrainian law lets you demand a loaner unit or a replacement.
Every job is logged in a service sheet. Before handover the equipment runs through an 18-point checklist. Yes, that sounds like paperwork. But the service sheet is exactly what later settles any dispute about what was done and what condition the unit came back in.
Post-warranty service
Once the warranty ends, Elpix works under a contract. There are two options, and they aren’t interchangeable:
- One-off requests — you pay for each visit or repair separately. Fine if you don’t have much equipment.
- SLA service contract — a fixed monthly fee, priority call-out within 4 hours, a discount on parts, and scheduled maintenance once a quarter.
Beyond repairs, post-warranty service covers software updates and touchscreen calibration. Consumables are replaced separately as needed. The price depends on your fleet — message a manager and we’ll give you the numbers.
Service center and field team
The service center is in Kyiv. Elpix keeps its own parts stock for every model of interactive panel and self-service terminal in the range, so you’re not left waiting on parts.
Field visits cover all of Ukraine. For far-off sites there’s courier exchange: a courier collects the faulty unit and the repaired one comes back within 5–10 working days. Elpix covers the shipping under warranty.
Is this overkill? Not when a site runs not one screen but several terminals that have to work every day. For a consultation or a claim, use the equipment service page. We reply within one business hour on weekdays.
How long is the warranty on interactive panels?
24 months from the equipment handover date. Diagnostics, repair, and replacement are free during that period, including the engineer’s visit.
How fast does an engineer arrive?
Within 24 hours in Kyiv once the warranty case is confirmed. In other cities it’s 48–72 hours. Clients on an SLA contract get a call-out within 4 hours.
What if the equipment broke through user fault?
Mechanical damage, liquid ingress, and unauthorized repair fall outside the warranty. The fix is still possible on a paid basis under post-warranty service. Contact the service center and the engineer will quote the cost before any work starts.
Is there service in the regions of Ukraine?
Yes. An engineer comes to your site, or you use courier exchange: a courier collects the faulty unit and the repaired one returns within 5–10 working days. Elpix covers the shipping under warranty.
