Fault Reporting and Returns Procedure

Frequently Asked Questions

Before contacting NextWindow's technical support, check our frequently asked questions page. If you are experiencing a problem with one of NextWindow's touchscreens, there could be a simple solution that would quickly get your application up and running and save you time.

Reporting Issues

To enable our staff to quickly handle any problems you may have with NextWindow's products, please use the following procedure to notify us about the problem.

Email: admin@nextwindow.com

cc: support@nextwindow.com

Make sure you include the following information in the email:

• Model number (e.g., 2403-50122) *
• Serial number (e.g., 230903) *
• Clear description of the problem
• Your contact details

On receipt of your email, we will reply as soon as possible.

Returning Products to NextWindow

Before returning any product to NextWindow, you need to contact NextWindow Customer Services on +64 9 353 6608 or email admin@nextwindow.com to obtain a Return Merchandise Authorisation (RMA) number.

Once you have an RMA number, carry out the following procedure:

1. NextWindow is only obliged to accept returned products/provide a remedy subject to the warranty terms contained in the terms and conditions under which the applicable products were sold, subject to applicable laws.
2. Download NextWindow's returned goods form (32 KB pdf file).
3. Print the form and fill it out with the serial number and model number of the product, a description of the problem, and your contact details. Include the RMA number. The form also provides a label with the shipping address for NextWindow.
4. Pack the product extremely carefully, preferably using its original packaging. Include the returned goods form.
5. Ship the product back to NextWindow and contact our Customer Services to let them know the shipping method and date of departure.
6. We will contact you when we receive the above message and when we receive the returned product.

* The model number and serial number of a NextWindow touch screen are printed on a label on the back of the unit. In addition, if you have a USB product and have installed the optional Touch+ software, the serial number and model number can be viewed in the Info tab of the USBConfig program's on-screen display.