Warranty at a Glance Matrix February 2018 to December 2020

Return for Repair (RFR)

Return for Repair is a warranty service offered to you as part of Promethean’s ActivCare Standard Warranty. Once the product is declared faulty by Promethean Technical Customer Support, the faulty product must be returned (at the customer’s expense) to Promethean. Following receipt, inspection and approval by Promethean, the product will either be repaired or replaced at the discretion of Promethean, and the replacement product will be sent to the customer at Promethean’s expense.

Advanced Replacement (ARC)

Advanced Replacement is a warranty service offered to you as part of Promethean’s ActivCare Standard Warranty. Advanced Replacement can also be purchased as part of the Promethean ActivCare Plus Warranty. Advanced Replacement reduces waiting time to receive replacement products, which ship at no charge to you, and before the faulty products are returned to Promethean. However, if the customer fails to return the faulty product within 30 days of the replacement product being received by the customer, Promethean reserves the right to invoice the customer for the replacement part. Advanced Replacement is available only in selected countries. Please see the Warranty Matrix by Country for more details.

On-Site Support (OSS)

On-Site Support can be purchased as part of the Promethean ActivCare Plus warranty offering. Promethean Technical Customer Support will diagnose the issue via telephone or email prior to authorizing a Promethean Service Provider to go on-site to repair or replace faulty parts. On-Site Support is available only in certain countries. Please see the Warranty Matrix by Country below for more details.

Warranty Benefits Promethean ActivCare Standard Warranty out of the box Promethean ActivCare Plus (Warranty Enhancement)
Registered Warranty Return for Repair Advanced Replacement On-Site Support
24/7 Online Support ✔ ✔ ✔ ✔ ✔
Telephone Support Toll Toll Free1 Toll Free1 Toll Free1 Toll Free1

All Promethean Hardware Products (excluding Projectors)

Warranty Types Available

Location RFR ARC2 OSS3
Australia ✔ ✔ ✔
Eire ✔ ✔ ✔
France ✔ ✔ ✔
Germany ✔ ✔ ✔
New Zealand ✔ ✔ ✔
United Kingdom ✔ ✔ ✔
United States of America4 ✔ ✔ ✔
Alaska and Hawaii ✔ ✔ ✘
All other supported countries5 ✔ ✔ ✘
Territories and islands ✔ ✘ ✘

Warranty Matrix

Promethean Products Promethean ActivCare Standard Warranty out of the box Promethean ActivCare Plus (Warranty Enhancement)
Registered Warranty RFR ARC OSS3
ActivPanel6 3 Years ARC 3 Years ARC / 3 Years OSS N/A 5 Years
ActivPanel i-Series
ActivConnect G7 3 Years ARC N/A
ActivConnect OPS-G 7
OPS-M
Promethean Chromebox
ActivBoard 10 Touch 5 Years RFR N/A 5 Years
ActivWall 88
ActivWall 102/135 3 Years RFR N/A
ActivBoard Adjustable Stand 1 Year RFR N/A 5 Years
ActivBoard Mount Stand N/A
ActivPanel Height-Adjustable Stand 3 Years RFR
ActivPanel Fixed-Height Stand
ActivSoundBar 1 Year RFR N/A
ActivPen 1 Year RFR N/A
All remote controls8
ActiView 3 Years RFR
ClassFlow Connect6 7 3 Years ARC N/A
Consumables9 N/A

Projectors

Warranty Types Available

Location Country RFR ARC OSS
APAC Australia ✔ ✔ ✔
New Zealand
China ✔ ✔ ✘
Japan
EMEA UK ✔ ✔ ✔
Eire
France
Germany
Rest of Mainland Europe10 ✔ ✔ ✘
Middle East and Africa ✔ ✘ ✘
Other Mainland Europe Albania and Macedonia ✔ ✘ ✘
North America United States4 ✔ ✔ ✔
US States; Alaska and Hawaii ✔ ✔ ✘
Canada ✔ ✔ ✘
Virgin Islands11 ✔ ✘ ✘
Global All other supported countries5 ✔ ✘ ✘

Warranty Matrix

Promethean Products Promethean ActivCare Standard Warranty out of the box Promethean ActivCare Plus (Warranty Enhancement)
Registered Warranty RFR ARC OSS
PRM-45 or UST projector 3 Years RFR N/A 5 Years
SSI Projector (used with ActivWall 102 and 135) 3 Years RFR N/A
Projector lamp (PRM-32) 6 Months / 500 Hours
Projector lamp (excluding PRM-32) 3 Years / 3000 Hours
Projector lamp (Promethean lamp replaced under warranty) 90 days RFR
Lamps purchased separately 90 days RFR
Projector remote control 1 Year RFR
Projector filters, plates, cables and mount assemblies N/A
  • 1The Toll Free telephone number is stated on your warranty registration certificate. You must register your product to obtain it.
  • 2Excluding some countries where ARC is not available. Please check with your reseller.
  • 3OSS is available in selected regions only.
  • 4Contiguous US states only, excludes Hawaii and Alaska.
  • 5Click here to see full list of supported countries. If your country is not listed, please speak to your reseller.
  • 6ActivPanel 5 onwards.
  • 7ActivConnect OPS-G is included with ActivPanel 6, ActivConnect G is included with ActivPanel 5. If ActivCare Plus has been purchased for the ActivPanel, upon registration & activation, the warranty term for the ActivConnect will be extended in-line with the ActivPanel (maximum 5 years). ActivConnect warranty is ARC maximum, we do not offer OSS on these products.
  • 8Remote control for ActiView (China specific version) receives 3 years RFR warranty.
  • 9Please read the Promethean Hardware Warranty T&C‘s Warranty exclusions for more details on consumables.
  • 10Excluding Albania and Macedonia.
  • 11Virgin Islands includes both United States VI and British VI.