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Warranty & Service 

Panasonic Point of Sale and Drive-Thru Systems have a reputation for innovation, high-quality, reliability and customer service that is second to none. We stand behind these products with one of the best warranties in the industry, and a full range of extended warranty options and service agreements to help assure your operations run smoothly. smoothly for years to come.Systems

Point of Sale Service

Warranty Coverage

If your Panasonic POS product needs repair during the warranty period, simply send the unit to the Panasonic Depot Repair Center. No turn merchandise authorization (RMA) is required. The Repair Center will repair and return the item via pre-paid freight using the same shipping method as the inbound shipment. The warranty period starts when the unit is purchased.

Service Options

Panasonic offers a variety of service programs to best meet your specific needs. Select from one or more of the programs listed below to obtain the perfect combination of support services that best conform to your store’s configuration, age of units and in-house technical capabilities.

• Advance Exchange

The Advance Exchange program enables you to receive a working replacement unit prior to returning the defective unit. The method of shipment (Next Business Day or 2nd Business Day arrival) is based on the impact the pending repairs have on your store’s operations.

Priority 1 - Catastrophic system failures:

  • 50% or more of front counter systems failed
  • 2 or more drive-thru systems failed

Priority 1 (P1) incidents received by 3:00 PM CST Monday through Friday are shipped by Next Business Day Air.*

Priority 2 - Other than P1 failures:

  • Single register failure in front counter or drive-thru

Priority 2 (P2) incidents received by 3:00 PM CST Monday through Friday are shipped by Second Business Day Air.*

The store is responsible for installing the replacement unit and properly packaging and returning the defective unit to Panasonic using the included prepaid return label. For stores that do not have staff qualified to install replacement products, or who want the advantage of a fully trained on-site technician, we recommend our On-Site contract (below).

• On-Site Service

For the ultimate service experience, our On-Site Service program combines the benefits of the Advance Exchange program with on-site service visits. In the event a covered failure occurs and cannot be remedied by the Help Desk, Panasonic will dispatch a technician to the site and, if needed, arrange shipment of an Advance Exchange unit to meet the technician at the store.

Contracts are available in 1 or more year increments and must be purchased with the original sale.

• Annual Depot Repair

The depot repair program allows you to purchase an extended service agreement that will cover the repair costs for any failure that would have been covered by the original warranty. During the term of the agreement simply send the defective unit to the Panasonic Depot Repair Center. No return merchandise authorization (RMA) is required. The Repair Center will repair and return the item via pre-paid freight using the same shipping method as the inbound shipment. This program is available for all items not specifically covered by the Advance Exchange Program.

National service coverage that’s never far away

*Business days are defined as Monday through Friday.

 

Frequently Asked Questions

What are the costs for your service options?

Actual cost will vary based on the service option(s) selected and the system configuration.

When can I purchase a service program?

POS service programs can be purchased at the time of installation. In the event a contract is not purchased prior to the expiration of the original warranty or renewed prior to the expiration of an existing contract, Panasonic reserves the right to require an on-site visit by one of our authorized technicians at the ,expense of the store to validate the condition of the equipment.

What if my system is out of warranty but still covered under an exchange contract?

As long as you have an exchange contract in place you will receive expedited exchange equipment at no additional cost (no shipping or standard repair charges to worry about).

What if I want multiple service options, can I purchase more than one option?

Yes! Panasonic understands that each store has unique service requirements. Panasonic will work with you to select the service option(s) that best meet your individual needs so you can tailor a customized service program best suited for your business.

What types of repairs are included in standard repair charges?

Repairs resulting from normal use are included in some of our service options as described. We do not cover repairs from spillage, power surges, physical abuse, etc.

 

Drive-Thru Service

Warranty Coverage

If a covered component of your system should fail, you can send the piece to an Authorized Panasonic Service Center for repair. When the product is repaired, the Service Center will ship the piece back at the Service Center’s expense, using the same shipping method as the original sender. The warranty period starts when the unit is purchased.

Additional Service Option

• Advance Exchange

The Advance Exchange program provides expedited equipment exchange of wireless hardware failures resulting from normal equipment operation. If your drive-thru equipment should fail, we will send you replacement equipment within 48 hours. Shipping costs are included in your annual fee.

Exchange contracts are available in 1 or multi-year increments, and are renewable until system reaches 7 years of age. Panasonic reserves the right to require an on-site visit by one of our authorized technicians at the expense of the store to validate the condition of the equipment prior to contract purchase or renewal (not required for new systems). Covered components of the Panasonic drive-thru system include the base station, all-in-one and/or belt-pack order takers (including the wired headset) battery charger, and vehicle detector. Please note that batteries are not covered by the exchange program.

 

Product warehouses in almost every US state

Panasonic ships swap unit to store within 48 hours.

  • Customer puts unit that needs to be repaired into the box and ships back using the enclosed return shipping label.
  • Unit is repaired and put back into swap stock.
  • Unit is repaired and put back into swap stock.
  • Customer invoiced for time and material repairs.

Customer boxes unit and ships it to the repair center using a traceable shipping method (UPS, FedEx, etc.). Shipping can take up to 7 days depending on method chosen.

  • Unit is repaired and shipped back to customer. (Repair time 3-5 days)
  • Unit is repaired and shipped back to customer.
  • Customer invoiced for time and material repairs. (Repair time 3-5 days)
  • Panasonic ships unit back to store using same method as store used when shipping unit to repair center. (Up to 7 days)
  • Total down time: 3 - 14 days (depends on day of week, credit approval, etc)

YES NO

  • In Warranty Physical Damage/Abuse In Warranty Out of Warranty
  • Total down time: 48 - 72 hours (depends on day of week, credit approval, etc)
  • Hardware needs to be repaired.

Does customer have a Swap contract?

Retail

Help Desk

 

Ticketing System

Product issues can often be resolved quickly by emailling info@PanasonicOrder.com, please include details and your telephone number and the first available agent will call you back.  

Frequently Asked Questions

What if my system is out of warranty but still covered under an exchange contract?

As long as you have an exchange contract in place you will receive expedited equipment exchange, including shipping.

How often should I expect to replace the components of my Panasonic drive-thru system?

All of the components in the Panasonic drive-thru system are engineered for durability in drive-thru environments. We recommend that you have your equipment serviced only by an Authorized Panasonic Repair Center.

How much will the Advance Exchange option cost?

The cost of the Advance Exchange program varies based on your store’s system configuration and the age of the units.

What is the process to troubleshoot and/or repair a component of the Panasonic drive-thru system?

Email support@PanasonicOrder.com

• On-Site Service

For the ultimate service experience, our On-Site Service program combines the benefits of the Advance Exchange program with on-site service visits. In the event a covered failure occurs and cannot be remedied by the Help Desk, Panasonic will dispatch a technician to the site and, if needed, arrange shipment of an Advanced Exchange unit to meet the technician at your store.

Contracts are available in 1 or multiple year increments and must be purchased at time of original sale.

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