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ATEN Warranty and Support Service Update

  • ATEN has appointed Computergate Australia to become the ATEN Certified Service Partner [ACSP] in order to improve technical support services for ATEN products in Australia.
  • Customers hereon may contact Computergate Australia in relation to suspected RMA & DOA cases, including but not limited to, repair and replacement of ATEN products.
  • Anyware remains capable of diagnosing and collecting RMA & DOA cases for ATEN products providing that the ATEN product(s) was sold to the customer by Anyware.
  • Anyware will no longer issue direct buffer replacements for ATEN returns at point of contact; but rather any ATEN products returned to Anyware will in turn be forwarded to Computergate Australia for domestic analysis. We advise that this would facilitate and enhance the rate at which products can be diagnosed, repaired and returned to Anyware and thereafter, to its customers.
  • The processes outlined below must be followed when a customer is dealing with Computergate Australia:


Standard RMA process (>14 days from the date of purchase):

 
1.    Apply for a support ticket by sending the serial number and a description of the issue to aten@computergate.com.au ,or alternatively to ATEN’s customer service centre at 1300 137 585 during standard business hours.

2.    Upon confirmation of the RMA number and shipping method, the unit may be returned to Computergate.

3.    Computergate would diagnose and troubleshoot the unit, and may repair or replace the unit as necessary.

4.    Computergate will return the unit to the consumer, distributor or the reseller under advisement once a solution for the unit is apparent.

Notes for the Standard RMA process:

1.    The customer must personally bear the fees and responsibility of freight to Computergate.

2.    The provided RMA number must be labelled clearly on all cartons before delivery to Computergate.

3.    ATEN/Computergate agrees to bear the fees and responsibility of freight to revert the unit back to the customer if the unit was still under warranty, and a fault was apparent.

4.    If the unit was not faulty, Computergate will advise the customer of their analysis, and the customer would bear the fees and responsibility (if any) to retrieve the unit.
 
Dead On Arrival Process (<14 days from the date of purchase):
 
1.    As soon as practicable, forward the Serial Number, Proof of Purchase (tax invoice or otherwise) and detail the issues to aten@computergate.com.au ,or alternatively to ATEN’s customer service centre at 1300 137 585 during standard business hours.

2.    Upon confirmation of the RMA number, the unit may be returned to Computergate under their advisement.

3.    ATEN may directly replace a valid DOA unit through Computergate. However, for cases involving a credit request, the customer is advised to return to the point of sale for a resolution.

Notes for the Dead On Arrival Process:

1.    The customer must personally bear the fees and responsibility of freight to Computergate.

2.    The provided RMA number must be labelled clearly on all cartons before delivery to Computergate.

3.    ATEN/Computergate agrees to bear the fees and responsibility of freight to revert the unit back to the customer if the unit was still under warranty, and a fault was apparent.

4.    If the unit was not faulty, Computergate will advise the customer of their analysis, and the customer would bear the fees and responsibility (if any) to retrieve the unit.

Computergate’s Primary Warehouse and Contact:

Computergate Australia Pty Ltd
10/20 Duerdin Street, Clayton
Melbourne VIC 3168
Australia
1300 137 585
aten@computergate.com.au