When you purchase a WEROCK device and accessories, you are choosing rugged, industrial hardware to support your business. When you choose a WEROCK service package, you can now protect your rugged hardware with the ultimate in warranty coverage.
Our packages are available in three levels of support, giving you the flexibility and peace of mind you need. Simply choose a service package at the time of purchase and secure your equipment for up to 5 years. We offer a range of add-on services for additional needs, so you can rest assured that you won’t have to worry about hardware damage.
Ready to Rock. Get the toughest jobs done with WEROCK.
How do I send my product for repair service?
Our goal is the uncomplicated and uniform handling of your service cases. The handling of all service cases, no matter if it is a software or hardware problem is done via our support system. Our goal is to return your device to you within 7 working days and to give you a first answer to your problem within 1 hour. All repairs are carried out within our headquarters in Germany.
Please see this as a graphic representation of the process only. Our goal is to return your device to you as quickly as possible.
How can I track my repair status?
Our online RMA system provides you with an overview of the current status of the repair at any time. Service tickets can be opened via the website or via e-mail to [email protected].
What service options do I have?
Whether you want extra security for hardware failure, prevent interruptions to your employees’ productivity, or even have a complete cost airbag for accidental damage, we have the right service package for you.
Standard Warranty and Care
Our standard warranty is anything but ordinary. All WEROCK products come with a 2-year warranty covering your hardware and firmware – including spare parts and labor. As part of your standard protection, you have access to the WEROCK support portal through which the entire process is handled. Here we aim to respond to every incoming service ticket within 1 hour (first response). Within 30 days after purchase you receive free configuration support and support for selfinflicted software problems. With Care you extend the legal warranty up to 5 years, depending on the model, and benefit from our fast, professional service.
Premium Care
For enhanced protection, PremiumCare gives you additional advanced services, such as free configuration support and support for self-inflicted software problems within 90 days. Service tickets are processed with the highest priority, so you’re back up and running as quickly as possible. If a hardware repair ever takes longer than 7 business days, you’ll receive a replacement device of equal value to tide you over.
WarrantyPlus - Our Fully Rugged Warranty includes accidental damage and covers extended total cost of ownership.
With Warranty Plus, your product is protected all around. It’s your fully comprehensive coverage that also protects you against material damage from normal use, wear and tear, and accidents. Even theft and fire damage are covered by our warranty*. In case of loss or total loss of the device, a complete exchange is possible.
* = additional payment necessary
| Standard | Care | Premium Care | Warranty Plus | |
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Contract period |
2 Years⁴ |
Up to 5 Years |
Up to 5 Years |
Up to 5 Years |
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Comprehensive coverage for accidental
damage |
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Manufacturing defects |
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Free replacement device in case of total loss* |
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Discounted replacement unit in case of theft & damage by fire |
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Comprehensive diagnosis of the device upon receipt of goods |
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Software, firmware, driver updates |
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Material parts and labor |
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Minor cosmetic repairs |
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Re-setup / re-commissioning of equipment |
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Cleaning |
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Priority |
Standard |
Standard |
High |
High |
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Free loaner equipment for bridging³ |
Content |
Content |
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Repar turnaround time |
Goal: Less than 7 days |
Goal: Less than 7 days |
Goal: Less than 7 days |
Goal: Less than 7 days |
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Technical Support |
Monday – Friday 08:00 – 16:00 |
Monday – Friday 08:00 – 16:00 |
Monday – Friday 08:00 – 16:00 |
Monday – Friday 08:00 – 16:00 |
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Online Support Portal |
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Multilingual helpdesk |
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Accessories |
12 months |
12 months |
12 months |
Contract Period |
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Battery warranty |
6 months |
12 months |
12 months |
Contract period |
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Device pick-up service* |
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* = Please note the terms of contract, ² = Within Germany, ³ = Unless repair can be completed within a short period of time, 4 = Applies toproducts purchased after Aug. 30, 2022.
