Qest4 Warranty & Support Policy

Three Year Warranty

The main Qest4 system unit is covered by a 3 year warranty, so in the unlikely event that there is a fault, we will repair it free of charge.  (Please note, we do require that you pay the inbound carriage, and cannot be held liable for damage due to inadequate packaging).

Hand mass cables, lasers and chargers are warranted for 1 year from purchase, and replacements are provided free within this period except in cases where excessive wear or damage has occurred. After 1 year, replacements can be supplied at our standard list prices.

Service standard for warranty repairs: UK – systems received at our centre will be repaired and sent out within two working days.

Qest International will not be liable for any time or revenue losses due to equipment failure.

Technical Support

Included in the package you purchased is technical support for your long-term use of the Qest4 system. This document details the nature of support that is included, and further technical support services that we can offer.

What’s Included

In short, anything that facilitates the function of your Qest4 in your practice. Typically, this is:

Installation – initial installation is offered online or at our training centre. For users who change computer or need re-installation, we offer written instructions on the Qest Essentials Practitioner Portal at qest4.com/portal and are happy to answer short queries via email.

Software Support – support requests must be submitted by creating a ticket at qest4.com/portal. The information provided by the form allows our support team to guide you to the quickest solutions. A response will normally be forthcoming in within half a business day.

What’s Not Included

New Computers, changes of hardware, problems relating to other anti-virus software or change of operating system – we offer basic, quick advice for these activities without charge, including the extensive articles on the QE Practitioner Portal. A technician is available for online support including re-installations, moving your software to a new computer, or other software-related issues. The fee is £60 per hour with a minimum charge of £45 for 30 minutes. Please email info@qest4.eu to request a session.

Hardware Fixes Out of Warranty – hardware fixes outside of the warranty will incur the discounted fee of £60 plus component costs (which will be quoted at the time of the fix) plus carriage. Broken cables can be replaced at the list price. Main circuit board replacements incur a flat fee of £495 inc VAT (£595 for Bluetooth devices) and give a further 2 year warranty extension.

Systems Purchased Elsewhere

We also offer technical support to individuals who did not purchase their Qest4 from Qest International. We provide the option of buying in to the Qest International Technical Support Scheme, in which case you will receive the same terms as above. Please email info@qest4.eu to request a quote.

Clinical Support

We aim to support you in clinical issues as much as reasonably possible during the 3 months following your purchase. Clinic support is provided in the New User Group of our Vitalhealth community site. Invitations will be sent to all new users. Support is also available on a peer-sharing basis on the Asyra Facebook group. Consultancy sessions can be booked with our trainers if you want to have one-to-one coaching on client work with the Qest4. Please email info@qest4.eu for pricing and availability.

MAC USERS PLEASE NOTE– Compatibility with MAC systems cannot be guaranteed, although many customers successfully use Parallels Desktop (allowing Windows to Run in Mac environment to operate the Qest4 system with Bluetooth and USB devices. If you choose to go this way, while we will share any knowledge we have, we cannot provide a complete support service and it may not be reliable.

RECOMMENDATIONS

Firewall and Anti-virus software:- We recommend using only Windows Defender. A number of 3rd party AV programs such as McAfee have known incompatibilities with Qest4 software. In some cases, the results of interaction are confusing, such as apparent data loss from tests, while in others it’s more dramatic, like removing the Qest4 program file to a quarantine area. For more information visit Firewall and Antivirus Software: How does it affect Qest4 software.

Internet updates:  should not be loaded immediately prior to client work but done at a time where you are able to test and check the smooth operation of your software following the update.

Third party support:  please be aware that regular IT support professionals rarely know anything about Qest4, so your local Apple store or PC World who fixes your computer may not take account of it when doing fixes on your computer unless you expressly tell them.

Cables: If you travel with your device regularly or would suffer major loss if you had a faulty cable, we recommend you invest in a spare set of handmass cables.

Please refer to the Qest Essentials Practitioner Portal  for further guidance and technical support.

User Responsibility

The Qest4 has been tested on all currently supported Windows platforms without failure. The manufacturer’s software guarantee specifies a dedicated computer, not running other application software. However, in our experience, it is feasible to run other software alongside Qest4. We recommend the use of recent versions of Windows.

Qest International will make every effort to support users running the Qest4 in conjunction with other software but cannot be held responsible for any incompatibilities that may arise as a result.

Extended Warranty

The Qest4 / Asyra Extended Warranty and Support Package is designed to give peace of mind to users of devices that are beyond the normal warranty date.

The package covers all costs of replacing the major components of your system unit (circuit board, battery, switch panel) and also gives you free access to consultancy for switching over to a new computer or other reconfiguration support (one issue per year).  Qest4-Asyra Extended Warranty & Support Package

Qest International Ltd: updated 13/03/24 and supersedes any previous versions.

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