How to open a support request
Email [email protected] with the buyer company, order reference, model, serial number, installed configuration and a clear description of the issue. Include photos, video, logs and recent changes when available.
Initial technical review
The support team may request power, cable, network, software, peripheral and environmental checks. Remote diagnosis may be used before parts or return authorization is considered.
Warranty scope
All customers are entitled to online technical support for their projects, and binding warranty terms will be specified in our signed contract. Should hardware or operational issues occur during deployment and daily operation, please submit diagnostic photos and on-site fault videos to our sales team. Our engineers will assess the problems and deliver targeted troubleshooting solutions for efficient kiosk issue resolution.
Standard Warranty Policy
1-Year Standard Manufacturer Warranty
All self-service kiosks and gaming cabinet are covered by a 1-year limited warranty starting from the date the customer receives the equipment.
Warranty Coverage
The 1-year warranty covers main hardware components that fail due to factory workmanship or material defects under normal operating conditions (excluding man-made damage), including:
- Main board & other circuit control boards
- LCD display module & touch screen
- Cabinet peripheral modules
- Power supply and adapter
- Cabinet internal components, etc.
Items Not Covered by Warranty
The following conditions are not included in the free warranty scope:
- Consumable parts and easily worn parts (printer paper, ink, buttons, etc.)
- Damage caused by improper installation, unauthorized modification or private disassembly
- Damage from unstable power supply, water ingress, impact, dust accumulation or harsh working environment
- Artificial damage, misuse, or failure caused by non-compliant operation
- Natural wear and cosmetic scratches during daily use
After-Sales Support Service
We provide full-cycle technical after-sales support for all customers:
- Remote Technical Support: Online troubleshooting, software debugging, parameter configuration and operation guidance.
- Spare Parts Support: Provide original spare parts replacement service at good price after the warranty period.
- Document & Technical File Support: Provide user manuals, wiring diagrams, certification documents and firmware updates.
Extended Warranty Option
For customers who need longer protection, we support custom extended warranty service. Please contact our sales team for exclusive extended warranty quotes and terms.
Parts, repair and return service
Depending on diagnosis and contract scope, support may include instructions, replacement parts, repair guidance, depot service or return authorization. Do not ship a unit or component until the return address and authorization are confirmed in writing.
Software and third-party components
Support responsibility follows the approved project boundary. Customer applications, payment services, carrier networks, operating-system licensing and third-party peripherals may require the relevant owner or provider to participate in diagnosis.
Out-of-warranty support
After warranty, Usingwin can provide a spare-parts list for purchase and on-site replacement, plus online technical guidance. High-value cash modules may be directed to the nearest available service point. Price, freight and timing require written confirmation.