NewTek takes great care of its customers. ProTek takes it a step beyond basic service, by offering the only way for you to get NewTek-provided service for however long you own your product. And it enhances your support experience - every step of the way. Having a ProTek plan for your production equipment means that your coverage and your peace of mind can be extended year after year. For some, the standard 12-month warranty is all they need. For those customers with important production needs on the line, having access to source-provided service and support when they need it, is an integral part of owning and using a product. You can also renew ProTek each year, well beyond the date you purchased the product from NewTek's lineup. And your investment in ProTek coverage adds value even after you sell it. Unlike many other programs, the benefits of ProTek can be carried over to a new owner. So, coverage and peace of mind continue, no matter who owns the product.
Get the best possible service, first and fast. With ProTek coverage, you're part of a select group of customers whose needs are Newtek's first priority. Every ProTek Elite customer gets the white-glove treatment by their local Elite Service Provider. ProTek Care customer calls and emails are answered first. ProTek also gives you priority access to the people who can answer your questions, help you with configuration, and walk you through solutions, step by step. And if disaster should strike and your NewTek product needs repair, Newtek is standing by ready to provide covered service. You get free overnight return shipping and a guarantee that within three to five days of receiving your product, whether repaired or replaced, it will be on its way back to you.
ProTek customer calls get answered long after NewTek's standard support hours, and you have exclusive access to Senior Support Analysts who are ready to take your calls until Midnight ET, each day. Your productions don't stop at 8:00, and now, neither does your help-line.
|ProTek Care||Phone Support: Extended to 24:00 ET
Time to Answer: Within 5 minutes avg.
Email Support: 4 business-hour response guarantee
Hardware Repair: 12 months from registration, renewable until 15 months before planned End of Service (EoS) status
Shipping Cost: User pays for shipping to repair depot. NewTek pays for return shipment
Shipping Method: Next day
Advance Exchange: Yes, flat charge $295 for one-way exchange
|ProTek Care cont.||Repair Time: 3-5 business days guarantee
Exclusions: Accessories must be part of a covered system