Freight charges must be on the order if you have requested Air Freight
Q. What time are orders dispatched?
A. Orders must be received before 12:00noon to be dispatched same day (couriers pick up at 3:00pm each day). To avoid delays, online orders must be entered by 11:30am.
Q. How will my order be dispatched?
A.Orders are dispatched via road using StarTrack Express. Same day deliveries must be advised at the time of placing the order and must be logged by 11:00am (Charges may apply). All stock available will be partially shipped unless "no partials" has been requested on your purchase order.
If you have goods that need to be shipped outside of Australia, you will need to provide details of your Freight Forwarder. Alternatively our customer service team can arrange for freight which will be invoiced direct to you.
Q. I have an account with GE, can I come and pick up my order from your warehouse?
A. Yes you can! All orders can be picked up directly from our warehouse in Kilsyth, Victoria, but you must contact our Customer Service team first who will advise when your order is ready for collection..
Q. Who do I call if I receive a short shipment/over supply?
A. Contact customer service to advise them of the short shipment/over supply. You must report these within 2 weeks of receiving the shipment. This will allow the warehouse to check stock levels. It is often too late to check shortages reported after 2 weeks due to the turnover of stock.
Q. If I want to return a unit back for a credit, what do I need to do?
A. If you have not purchased the item direct from GE, you must return the unit to your supplier.
If you purchased the item from GE: Complete an RMA Request Form and select 'credit'. You must quote your original order number. All requests for credit must be approved by an internal team. If approved, the Customer Service team will issue you with an RMA number. If your credit is not approved, Customer Service will contact you to advise.
Any units being returned for credit must be in a re-sellable condition which will determined when our Service Team have received the unit. Any unit not returned in a re-sellable condition will be returned to customer without a credit issued.
Q. How do I return a unit for repair?
A. Complete an RMA request form and select 'repair'. You must quote your original order number, unit product code and serial number. The service department will issue you an RMA number and advise the address for you to return the unit to.
Q.What happens if I have a unit that requires repair, but is out of warranty?
A. If you have not purchased the item direct from GE, you must return the unit to your supplier.
f you purchased the item from GE: Once the unit is returned and assessed by our service technicians, they will quote on the repair. This quote will be sent to the customer with a request for authorisation to complete the repair. No work will be done without the authorisation of the customer.
Q. What is your policy on Advance Replacements?
A.. If you have not purchased the item direct from GE, you must return the unit to your supplier.
A unit will only be advanced replaced if is is Dead on Arrival (DOA) or fails within the first 30 days. Complete anAdvanced Replacement Form and send to the customer service team. A new unit will be sent out to you with an invoice, however upon receipt of the faulty unit, your new invoice will be credited.
Q. How do I register my Titan Software?
A. Firstly, please ensure you have correctly installed the software on to the computer, the serial number you are required to enter is the last 6 DIGITS of the number on the CD cover eg. 08784516. Once logged into the software click HELP, Registration, Register and call Customer Service on +61 3 9239 1200 (outside Australia) 1300 361 479 (within Australia) and an activiation code will be provided.
Q. When ordering licenses what additional information is required?
Q. How do i license my Facility Commander Wnx products?
Q. When ordering a fire panel what additonal information is required?
Q. When ordering Prox Lite Cards when the External ID is required what additonal information is required?