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Frequently Asked Questions About The Connected Equipment Warranty (AU)

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1. How do I file a claim if my equipment is damaged during a power surge while connected to a Belkin surge protector?
2. My claim has been lodged.  What happens next?
3. How long does it take for a claim to be fully processed?
4. What do I need to return inside the box?
5. What happens to my product if the claim is denied?
6. I do not have a computer and cannot get online, how can I process a claim?
7. Do I need to send in my damaged devices?
8. How will Belkin proceed if I choose to file a claim with my homeowners’ insurance company?
9. What if I lost the receipt of my Belkin product?
10. Does Belkin provide information for repair shops or technicians?
11. Who pays to obtain an estimate for damaged products?
12. Does Belkin have any service centers to file claims and turn in damaged products?
13. What happens to my Belkin product when claims are accepted?
14. If Belkin approves my damaged equipment claim, when can I expect a cheque?

 

Q:
How do I file a claim if my equipment is damaged during a power surge while connected to a Belkin surge protector?

A:
Please click on the appropriate claim form below and follow the onscreen instructions:

Connected Equipment Warranty Claim Form (AU)

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Q:
My claim has been lodged.  What happens next?

A:
Step 1:
Send the Belkin surge protector or power device in question along with the completed claim form and proof of purchase to Belkin.  Transit may take up to 7 business days depending on your location.  The claim submission process advises the address to send your claim.

IMPORTANT:  Belkin is not responsible for your parcel while in transit.  It is strongly advised that you use a method of delivery that can be traced in case your parcel is lost or goes missing (i.e. registered mail, express post or courier).  Your claim may be considered void if Belkin does not receive your surge protector and claim paperwork within 12 weeks of initiating the claim online.

Step 2:
Once your claim is received at Belkin, an e-mail notification will be sent to you within 2-3 business days.  If all the required documentation has been provided, the surge protector/power device will be reviewed and tested by an independent and qualified electrical contractor.  This testing process may take up to approximately 2 weeks.

Step 3:
An e-mail notification will be sent within 24 hours, once the test results are available.

NOTE:  At this point,customers with a board that passes all tests will be contacted and advised that the equipment was damaged through means other than surge, e.g., under voltage, surge through unprotected line, general equipment failure, etc.


Step 4:
Once the claim has been approved, a Belkin representative will contact you and may request a diagnostics report and quote for the damaged connected equipment, issued by a licensed technician.

NOTE:  If Belkin requires a written report issued by a licensed technician detailing the damage sustained to the connected equipment, the cost of the report will be covered in your settlement.

IMPORTANT:  At this stage, if you decide to go ahead with any of the repairs or replace any damaged connected equipment, you may do so at your own risk and expense, as Belkin will only approve repairs or replacement once the claim has been finalised.  Please keep in mind that your settlement amount will be based on the current fair market value of your connected equipment or repair quotes provided by a licensed technician.


Step 5:
Once Belkin receives all required documents, a settlement letter will be sent via email or regular post for review and completion; this letter will highlight the settlement amount and will request confirmation of bank account details for direct deposit of the settlement into an account of your choosing.

IMPORTANT: For more information, please see full terms and conditions for Belkin Connected Equipment Warranty, which came with your power device.

NOTE:  If regular post is used, please allow 1- 2 weeks for delivery, depending on your location.


Step 6:
Read and complete settlement form and return to Belkin for payment processing.

Step 7:
Received completed settlement form will be forwarded to Belkin accounts department for payment.  Settlement payments are made into the customer's nominated bank account via Direct Deposit.  Payment may take up to 14 days to appear in the account.

Based on the above factors, a Connected Equipment Warranty claim may take anywhere between 4 to 10 weeks to finalise.  Please take this into consideration when making a claim.


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Q:
How long does it take for a claim to be fully processed?

A:
Depending on seasonality and the extent of the claim, our expected time frame for all Connected Equipment Warranty claims is between 4-10 weeks.


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Q:
What do I need to return inside the box?

A:
While this could vary depending on the product and claim, we suggest you send everything that originally came in your Belkin packaging.  Please also include a signed copy of your claim paperwork, the receipt for your Belkin device and receipts for any damaged connected equipment being claimed.


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Q:
What happens to my product if the claim is denied?

A:
A Belkin representative will contact you.  Generally, we will return the unit back to you if it is in good working order along with a correspondence.


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Q:
I do not have a computer and cannot get online, how can I process a claim?

A:
A manual claim form can be sent to you via Postupon request.  Please note that this could delay the claim process.


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Q:
Do I need to send in my damaged devices?

A:
You do not need to send in your damaged connected devices unless specifically requested by Belkin.


NOTE:  All damaged equipment must remain available for inspection until the claim is finalised.

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Q:
How will Belkin proceed if I choose to file a claim with my homeowners’ insurance company?

A:
If we find your surge protector has failed to protect your devices, then our claims adjuster will contact your insurance company.


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Q:
What if I lost the receipt of my Belkin product?

A:
Generally, we can validate proof of purchase in instances where the device was purchased directly from, or provided as a replacement by, Belkin.  If the device was purchased from a third party, many of our retail partners offer the option to reprint an invoice or receipt.


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Q:
Does Belkin provide information for repair shops or technicians?

A:
Belkin doesn’t provide information for any specific repair shop or technician to obtain repair estimate.


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Q:
Who pays to obtain an estimate for damaged products?

A:
If the claim is approved, Belkin will reimburse customers for any monies paid for requested estimates.


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Q:
Does Belkin have any service centers to file claims and turn in damaged products?

A:
All claims for Australia and New Zealand are handled and processed at: Unit 2E Reliance Drive, Tuggerah Business Park, Tuggerah, NSW 2259.


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Q:
What happens to my Belkin product when claims are accepted?

A:
Once the claim is approved, the returned Belkin product is retained in Belkin possession for claims record purposes and a replacement will be sent to you.


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Q:
If Belkin approves my damaged equipment claim, when can I expect a cheque?

A:
Belkin Australia settles Connected Equipment Warranty claims via direct deposit into a bank account of the customer’s choosing.


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