Warranty and Repairs

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Warranty & Repairs
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When does my warranty period start?
The warranty period starts from the date of purchase. If you have a claim you will need to show us your invoice, product serial number and the actual goods.

What do I do if my equipment breaks?
If your equipment is not working correctly call us and tell us what has gone wrong. 0508 222 553. If it is something simple, which requires tweaking, we can normally help you over the telephone. We can do this up to 80% of the time. If we can’t work it out over the phone, we have three levels of service. 

Level 1 - We offer support to our customers over the telephone or by email and endeavour to resolve a technical issue so that the product remains on the site.

Email:     service@cackle.co.nz          Tel.:        09 368 5639 or 04 472 9751 – option 2

Level 2 -   If Level 1 has been unsuccessful then an item can be returned to Cackle Telecommunications Ltd Auckland Office for the attention of ‘Service’ once an RMA number has been supplied.   The address to send to is:                  

                          Attention:  Service
                          Cackle Telecommunications Limited
                          Level 2, 240 Hobson Street
                          Auckland 1010
               
Please ensure the RMA number along with all contact details and proof of purchase (if requested) are included in the package being returned.  Please return all parts including cords and power adapters.

Please note that if an item is,  a)  Not in Warranty,  b)  Damaged, or c)  In Warranty but not faulty, an Assessment Charge of $45.00 + Parts + Freight + GST will apply.  If an item is damaged then we will advise you of the the necessary part/s required to be purchased to fix it.   

If the item is deemed to have failed due to manufacturing fault and is inside the warranty period then we will adhere to the Manufacturer’s warranty process.  With some products, such as Jabra, we are required to courier faulty units to Sydney for further assessment.  With other products we are required to replace from RMA stock in country.  When we receive the replacement or repaired unit for the RMA back we will forward directly to the customer.  This is all done on a ‘best efforts’ basis.

Level 3 - We are able to attend a site on an urgent (best efforts) basis charging a minimum $140 + GST for the first hour including travel to and from the site and on a pro-rata quarter hour basis thereafter.

Other - Where a product is going to be replaced under warranty, we are only able to replace the parts that are originally supplied to Cackle.  The manufacturer’s reserve the right to charge for missing parts in RMA returns.