This article provides detailed information about Elo's On-Site Exchange (OSE) program

EloCare On-Site Exchange (OSE)

Overview

EloCare On-Site Exchange (OSE) is an optional warranty service that provides on-site replacement for qualifying Elo devices requiring service. By submitting a Return Material Authorization (RMA) request through Elo's online portal, Elo technicians will visit your location, replace the defective unit, and manage its pick-up and removal, minimizing downtime and ensuring a seamless experience. 

Features and Benefits

• On-Site Service: Elo technicians replace defective devices at your location.

• Simple Process: Initiate and track the exchange process online via the RMA portal.

• Minimized Downtime: Technicians deliver and install a replacement unit at an agreed time and prepare it for return shipment.

• Reduced Hassle: All shipping costs are covered by Elo.

How OSE Works

1. Request RMA: Submit an OSE replacement request through Elo's online portal.

2. RMA Reviewed: Once verified, an RMA number is issued, and an Elo representative contacts you to schedule the exchange.

3. Service Scheduled: Elo dispatches a technician to your site at the agreed-upon time.

4. Unit Replaced: The technician replaces the defective unit and prepares it for return shipment.

Purchasing On-Site Exchange

OSE coverage for Large Format Signage is available for purchase wherever Elo devices are sold. Coverage for other products may be available upon request. Contact your Elo Sales Representative for more information.

Qualifying Products & Offerings

OSE is available for select Interactive Digital Signage (IDS) products, specifically 32" to 65" Large Format Signage displays.

Coverage Options:

• 3-Year Warranty Coverage OSE: Elo P/N: E740527

• 4-Year Warranty Coverage OSE: Elo P/N: E740728

• 5-Year Warranty Coverage OSE: Elo P/N: E740918

Note: OSE coverage may be purchased for Large Format Signage within the Continental US. Standard IDS warranty conditions apply.

Additional Terms

• Eligibility: Only qualifying products purchased under Elo's OSE Program are eligible for on-site exchange.

• Geographic Availability: OSE is available for addresses in the continental United States.

• Exclusions:

  • OSE does not cover damage to or loss of any software or data residing or recorded on a defective product.

  • OSE does not cover recovery and reinstallation of software programs or customer data on a replacement product.

  • OSE does not cover physical or cosmetic damage.

• Customer Responsibilities:

  • Provide reasonable access to facilities and personnel during normal working hours for Elo to provide OSE service.

  • If no technician is requested, use the provided pre-paid label to return the defective product.

  • Return the defective product within fifteen (15) business days to avoid charges for the replacement product.

For detailed terms and conditions, refer to Elo's Return and Repair Policy.