What is the difference between an On-site warranty and a Swop warranty?

What is the difference between an On-site warranty and a Swop warranty?
When you buy a monitor for digital signage, you’re making a substantial investment. This is why it’s good to make sure that the product you buy is covered by at least a 3-year warrantyand has the option of an extension. But that’s not all.

You need to check that the manufacturer includes a SWOP or On-Site support service.
And what does this mean? We’ll explain it to you in this guide.

Extended warranty

Each Digital Signage monitor usually has a 3-year warranty. At the time of purchase, however, in addition to this standard period of coverage it is possible to add an extended warranty that varies according to the brand purchased.
For example, with Samsung some models enjoy an extension of 1 year while others offer 2 years. Philips, on the other hand, allows you to apply a 2-year extended warranty to all LFD monitors.
In any case, it is always good to inform yourself carefully on the subject because each manufacturer has its own rules.


SWOP and On Site

As we mentioned at the beginning, in addition to the extended warranty, it’s always good to check the type of assistance that the product you purchased offers. The main forms of service are SWOP or On-Site. Before explaining in detail how they work, let’s give you a brief definition of what is meant by both terms.
On-site assistance

This requires a technician to go to the place where the monitor is installed to check the extent of the damage. If possible, the repair is carried out on-site in a short time. Otherwise, if the malfunction cannot be resolved, the item is replaced with a new one.
SWAP assistance
This provides for the replacement of the product at home with simultaneous collection of the faulty product.
Let’s be clear: these two definitions are not exhaustive. Read on to find out more about the benefits of each service level.

On-Site service level

Monitors that are covered by an On-site warranty formula can count on the assistance of a technician directly in the place where the monitor is located (as already mentioned above). Clearly, response times depend on the distance and accessibility of the location where the product is located.
This type of service is not valid if the technician were to ascertain that the damage does not depend on a malfunction of the product but was caused by the customer, programming errors or a failure of the electrical system. In this case, the labour costs will be charged to the customer. If, on the other hand, the technician finds that the monitor cannot be repaired, it will be replaced with a new one. One of the main brands that uses this type of warranty is Samsung, which applies very precise conditions for this type of assistance. Below, you will find an excerpt from the official website.
In accordance with the On-Site arrangement (technician at home), Samsung Electronics Italia S.p.A. shall not be liable in any way for costs and responsibilities related to the uninstallation of a monitor:
– installed at a height of more than 1.60 m.
– located within specific furnishings.
– in VideoWall configuration
– of a size equal to or greater than 65″.
In this case, it will be the sole responsibility of the user or installer to uninstall the monitor before on-site intervention and subsequent installation at their own expense.
The warranty doesn’t apply to monitors in which software other than that originally installed by Samsung has been installed (i.e. if this software has only been uninstalled)

SWOP service level

The monitors that are covered by a SWOP warranty, in case of malfunction, are replaced with a new product, identical to the damaged one. They can count on a delivery and collection service directly at the place where the Digital Signage system is installed and the costs for the courier are usually borne by the seller. Also in this case, the response times vary depending on the location where the monitor is located. Below is a brief summary of how Samsung behaves when this type of assistance is required:

The service includes the intervention of a technician during the working week and during working hours (8:30 am – 6:00 pm) with a different type of service than standard (repair of the product directly at the customer’s premises). The service consists of the complete replacement of the failed product with another of the same model and characteristics.

These are the most important things to know about the warranty. We hope we’ve made it clearer.
More detailed information about each brand can be found directly on official websites. Below, you will find useful links that will take you directly to the dedicated section.
Samsung Display Solutions warranty terms and conditions.
LG Business Solutions warranty terms and conditions.
Philips warranty terms and conditions.
If you were to buy a monitor from ourStore, we would be happy to explore the topic together.
If, on the other hand, you would like to know why you might prefer a professional monitor to a normal TV set when installing a digital signage system, you can consult our dedicated guide by clicking here.
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