With our expanding product range, customers always seem to ask similar questions when it comes to our Pop Up Power Points.
We thought we would answer some of the most common questions we are asked on a daily basis for you below.
Frequently Asked Questions [FAQ’s]
Q. What happens if I have a fault with my unit after the warranty period of 12 months?
A. We’ve designed and tested these units for use over 25 years withstanding in a normal working environment. If you do have a fault, we provide an affordable repair service, generally less than $35 [including postage both ways], and our repair staff can fix your unit within 3 days [within Australia]. For example, if you drop something heavy on the unit, and the shell dents heavily, the cost of repair is $30, and we give you the postage label to send it back to us, and we return it to you within 3-5 days. We always keep all spare parts, for all our models, so we will always be able to fix every issue.
Q. Do you provide after sales-service, and how do I contact you?
A. For many online businesses, both domestic and international ones, after-sales service is poor. We reply to 98% of customer emails within 24 hours, and we work to resolve each of them as soon as possible. We are based in Australia, and are easy to deal with. You can contact us via phone – through our ‘request a call back’ feature, where you give us your name and phone number, and we ring you back as soon as we are available to, within 24 hours.
Q. Do I need a licensed electrician to install your range of Pop Up Power Points?
A. No, no electrical work is needed to install this product. We have designed the unit with a standard Australian plug, allowing you to plug the unit into any other power point [bellow your installation surface]
Q. Do your Pop Up Power Points meet Australian electrical standards?
A. Yes, we have tested and certified all our products to meet SAA standards in Australia. Our test reports and certificates are available via this URL: http://compliance.modernpowersolutions.com.au
Q. What is the required distance this unit must be from a water source when installed?
A. Visit the following webpage for more information: http://www.build.com.au/distance-between-water-and-power-points
Q. I would like some more assistance, or I have some further questions, how can I contact you?
A. There are various ways you can contact us. You can email us at Contact@ModernPowerSolutions.com.au – we generally reply with 24 business hours or you can speak to us over the phone. Click here to send us you name and phone number, and we will call you back as soon as we can [within 24 hours]. Feel free to also text us on 02 8091 4451 . You may attempt to call us on this number for urgent enquiries, however the line is at times unattended.
Q. What is the warranty that is included with the product, and what is the process that is involved in making a warranty claim?
A. We include 12 months warranty. If your product malfunctions within 12 months, we will repair or replace it for you free of charge. We will cover both [2-way] postage costs, and repair or replace the unit within 5 days. We keep digital receipts matched with product serial numbers for every order, so don’t worry about keeping the transaction receipt. All we require for a warranty claim is a confirmation of your name, address and an approximate date of purchase. From this, you will need to pack the unit securely, and we will send you a prepaid postage label to stick onto the unit. You will then be required to drop the unit off at an Australia Post retail outlet. Once we receive the unit, we will match its serial number with your receipt, and repair the fault, then send it back to you between 3-5 days.
We also offer a premium 5 year extended warranty service. If you have any faults with your product within the 5 year warranty period, we will repair your item completely free of charge. We will also organise postage, both, from you, and back to you, so it won’t cost you a cent.