Peplink’s Care Plans Guide: New Changes in the Renewal Policy

Our partners and customers, from time to time, inquire about resubscribing Care Plan coverage on their expired devices. We hear you, and we want everyone to have a seamless experience, no matter which Care Plan and device you have. The new changes take effect from 14 March 2022.

What’s new in the renewal policy?

  • The new Care Plan commences whenever you purchase.
  • No penalty for late renewal. Get your Care Plan coverage anytime.
  • Extend your Care Plan coverage as long as the diagnostic report is verified.

Care Plan’s Renewal Policy
All Peplink hardware purchased from Peplink directly or via a Peplink Certified Partner shall be free from defects in materials and workmanship for a period of twelve (12) months, starting from the shipping date of the hardware, or the hardware’s date of purchase based on the sales registration, whichever is later. For details, please refer to > this link <7.

Beyond the one-year standard warranty, Peplink provides a 30-day grace period (“Grace Period”) for Peplink’s Care Plan renewal. During the “Grace Period”, you are eligible to purchase a new Care Plan for the expired device from the Peplink eStore or via a Peplink Certified Partner.

Within Warranty:

  • During the warranty coverage period, you can purchase the new Care Plan for the hardware from the Peplink eStore or via a Peplink Certified Partner. The new Care Plan will begin from the end date of the original coverage.
  • No diagnostic report is needed for verification.

Within 30-day Grace Period:

  • Upon warranty expiration, a “Grace Period” of 30 days will be granted. During the “Grace Period”, you can purchase the new Care Plan from the Peplink eStore or via a Peplink Certified Partner. The new Care Plan will begin from the end date of the original coverage.
  • No diagnostic report is needed for verification.

Over 30-day Grace Period:

  • After the 31st day from the Care Plan expiry date, a diagnostic report is required to be submitted (to the Ticket System) and verified by Peplink.
  • Subject to the result of the diagnostic report being verified by Peplink, you will be entitled to purchase the new Care Plan from the Peplink eStore or via a Peplink Certified Partner.
  • The new Care Plan coverage begins on the date of the new Care Plan purchase.

Important:

(1) Trade-in Replacement (only applicable for Blue Chip Hardwares)

The Trade-in Value would be 15% off MSRP of the original device (subject to approval), in which:

  • Trade-in Replacement is available for Blue Chip (and Volume-Based Category) Hardwares.
  • The replacement device must be the same model.
  • You need to “tear off the membrane and silver label, cut them in half” and send a picture to the technical support team as a documentary proof.

(2) Instant Check

  • An Instant Check is a self-service tool that allows you to check your device’s eligibility for the selected CarePlan without filing a ticket for submitting a diagnostic report.
  • Having said that, the new “Instant Check” option is served as a more flexible option. Submitting a diagnostic report to our ticket system is an alternative option for CarePlan renewal when your device cannot be successfully validated by the Instant Check.

Futher instructions are available here.

(3) Diagnostic Report

  • A diagnostic report is required to validate the warranty if the Peplink hardware is already out of warranty. More information on how to export a diagnostic report can be found at this link (instructions).
  • The submitted diagnostic report must be generated within 14 days from the date of submission, or the Peplink support team reserves the right to request you to re-submit another updated diagnostic report.
  • Peplink has the right to request additionally for a Remote Access, also for a device photos if the decision cannot be made from the logs available in diagnostic Report.

(4) Waiting Period

  • You will be attached to a waiting period of 3 months if you resubscribe the plan coverage after 2 years of the Care Plan’s expiration date.
  • Any hardware defect is not covered during the 3-month waiting period.

(5) Remark

  • Peplink reserves the right to disapprove the renewal of hardware warranty for expired devices if it does not support the latest firmware and/or is not the latest hardware version.
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