Victorian Warranty Claims
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A copy of your completed claim form will be forwarded to your email address on submission.
Submit a claim -->
A copy of your completed claim form will be forwarded to your email address on submission.
The Advantage Air warranty is five (5) years from date of installation, the warranty covers parts only and does not include labour or shipping of faulty parts.
It is important to note that for a warranty claim to proceed the warranty claim form must be completed in full and forwarded together with your proof of purchase, which usually is the installers invoice. This proof of purchase must contain clearly the date of installation of your Advantage Air system and the details of the installation company. If proof of purchase is not provided, the matter will not be covered by warranty and service charges will be incurred if My Home Hub is engaged, charges include but are not limited to labour and parts in this instance
It is critical, to limit being charged a call out fee that :
(1) You have completed correctly an isolator/system reboot noting that the touch screen has gone blank and is inactive to touch. Information to complete an isolator/system reboot correctly is available on the My Home Hub web-site under Training Videos.
(2) You have checked that the power is on at your switch board for the property and the particular circuit and that the power is on at the isolator switch for the AC Plant and that no power cables have been disconnected. This will ensure that there is power to the AC Plant and the Advantage Air system.
(3) You have contacted Advantage Air on 1300850191 and completed trouble shooting with customer support. Please note that even in the event that Advantage Air Customer Support state or advise you that the matter is a warranty, this does not make it a warranty for My Home Hub to attend. Our attendance and conditions of attendance will only be determined by My Home Hub and not Advantage Air.
For items 1,2 and 3 above you will need to have checked (ticked) these confirmations on the warranty claim form. The checking of these boxes confirms that you have completed these activities/requirements. Should an isolator/system reboot or turning on the power to the Advantage Air product or AC Plant at the time of My Home Hub attending site rectify the matter, a call out fee will be charged. Please see Service Charges below.
The fine print (please read) :
(a) Advantage Air warranty policy only covers repairs or replacement of faulty Advantage Air parts, this does not include site attendance, labour or shipping costs incurred by My Home Hub to rectify the matter. If Advantage Air parts are not found to be faulty or a fault is caused by, but not limited to, design, the air-conditioning plant, a power issue, water, rodents, heat, 240 volt interference, general damage, a loose connection, installation or commissioning error or a third party, you agree to cover all costs incurred by My Home Hub Pty Ltd. These such charges are detailed in the Service Charges (m) below in this document. This will be the case even in the event that My Home Hub agrees to attend site under warranty and finds that the product is either not faulty or faulty due to reasons stated above (but not limited to) as these factors or conditions may not have been apparent or diagnosed over the phone or via email communication with you.
(b) My Home Hub reserves the right to lock your system if the service invoice is not paid in full and on time. If My Home Hub is required to charge you this will be detailed by the technician either prior to attendance or at the time of attendance verbally and followed by an invoice via mail or email. The invoice total and the time-frame to pay the invoice is not negotiable.
(c) While every care will be taken on site, My Home Hub Pty Ltd will not be held responsible or liable for damage caused or your time taken at your installation site when completing a warranty or site review or like works including but not limited to paid or unpaid works as determined by My Home Hub. Furthermore, My Home Hub is not responsible or liable for rectification works, replacement or repair works required to complete or while completing all works including but not limited to such things as damage or loss to flooring, plaster, paint, furnishings, window furnishings, motors, glass, cars, fences, gates, doors, woodwork, man-holes, roofing and guttering, gardens, insulation, wiring, plumbing and all other devices which may be at the installation site being attended.
(d) If proof of purchase can not be provided or is not satisfactory, irrespective of the age of the system or your verbal provision of the date of installation, without proof of purchase the site and the equipment will be deemed not covered by the five (5) year warranty and all Service Charges will be applicable (see section (m) in this document). The proof of purchase must clearly indicate the date of installation and the name and contact details of the installer and be provided at the time of completing the warranty submission.
(e) It may be deemed by My Home Hub Pty Ltd that the complexity of the repair or replacement works falls outside of the scope accepted by My Home Hub. In this event it may be that My Home Hub will contact either the installer of the system or a third party to complete the repairs or replacement, even if deemed under warranty. The repairs or replacement of the parts by the original installer or a third Party will only progress by agreement with you or your nominated party, however if this is not accepted by you and works fall outside of the My Home Hub scope of works, then it is agreed that no further works will be completed by My Home Hub and further agreed that My Home Hub is not liable to repair or replace the parts. No further action will be taken by My Home Hub in this instance.
(f) My Home Hub reserves the right not to complete works at the time of attending site and leave the site immediately due to health and safety concerns. Should the site or work area not be deemed safe by My Home Hub's technician, works will not proceed and it will be the requirement of you to rectify the health and safety concerns to an acceptable level prior to reattendance by My Homes Hub. Any unacceptable behavior, swearing at, bullying or intimidation towards a My Home Hub team member either over the phone, on email or when attending site will result in My Home Hub dismissing your warranty claim and not attending site again. The level of acceptance of your behavior towards a My Home Hub team member is up to each individual person and will be supported by Management.
(g) My Home Hub will not attend site if there is an active Covid-19 case or if the site or anyone within the site is under isolation because of Covid-19. It will be up to you, in good faith, to provide information to our service technician regarding the status of Covid-19 at your site when asked. Failure to provide information or truthful information regarding Covid-19 infections may incur additional costs as deem by or incurred by My Home Hub Pty Ltd. My Home Hub technicians will conduct business in the safest possible manner with regards to Covid-19, we expect the same from you please.
(h) When you press the Submit button on the warranty claim form, you deem that you have answered the questions on the form accurately and that all items checked have been completed and proof of purchase has been provided. If the form has not been completed correctly or in full or proof of purchase has not been provided, My Home Hub may not contact you. In this instance, it will be up to you to contact My Home Hub. At this point we will advise the additional information required for the claim to proceed. Continued failure to provide the required information will either incur a Service Charge for My Home Hub to attend or My Home Hub will not proceed with your claim any further. My Home Hub is not obligated to follow up with you missing information for matters to proceed.
(i) It is important to note that My Home Hub will not complete rectification works outside of issues with Advantage Air systems or parts. This includes, but is not limited to, duct work, electrical, plumbing, field settings on the AC Plant and the AC Plant repairs/rectification works. These works will need to be completed by a training/certified professional in this field which may include an electrician, plumber or another third party besides My Home Hub's technicians. If found to be a problem outside of the Advantage Air equipment the My Home Hub technician will do there best to advise you of the perceived issue/concern. However it must be clearly noted that My Home Hub and/or its technicians are not responsible or liable for the advise provided or the cost of such repairs or the organisation of these repairs to be completed.
(j) If your concern is specifically regarding airflow of the system, this is not and will never be a warranty matter or claim accepted by My Home Hub Pty Ltd. It is likely that the airflow concern comes from either user error, design, installation or site restrictions/constraints. If you would like My Home Hub to attend regarding an airflow concern this will not be covered by warranty and a Service Charge will be applied for our advice. Airflow problems or concerns will not be rectified by My Home Hub.
(k) If your system has ongoing WIFI issues, where you cannot access the system via your smart device after it has been set-up to do so, this will most likely be as a consequence of your WIFI router or internet service provider. Your Advantage Air device will be operational and working as it should however it requires a fixed WIFI connection for you to use it at any time on your smart device. As such this fixed WIFI connection may be disconnected from your WIFI by your WIFI router or your internet provider as a consequence of a security measure within your WIFI router and you will not have access to the system via your smart device periodically. This is not a warranty matter and is not caused by a faulty Advantage Air product, this will not be covered under warranty by My Home Hub or Advantage Air. In such instances it will be the responsibility of you to purchase a WIFI extender and install this device. This device will allow the Advantage Air product to connect permanently to the WIFI extender, allowing you to access the system on your smart phone or tablet without disconnection. The cost to purchase and install the WIFI extender will not be accepted by My Home Hub or Advantage Air as the Advantage Air product is not faulty.
(l) You may be asked to attend My Home Hub's factory in Dandenong to swap an item, this will allow for a delay free rectification of your system. Attending Dandenong to swap a part will be up to you and depend on the acceptable down time of your system. If swapping a part, the new part will not be exchanged under any circumstances without the provision of the perceived faulty part. My Home Hub reserves the right to test the part provided by you prior to the provision of a new replacement part as the part may not be faulty. If the part is found to not be faulty a new part will not be provided at the time you attend our Dandenong factory. A Service Call may be required and can be arranged with My Home Hub at the time attending our Dandenong factory. In this instance a service charge will apply to the attendance to your site, if required, as the part is found not to be faulty. If the part is damaged or cracked it will not be swapped/exchanged and a new part will need to be purchased.
(m) Service Charges :
- Service Call (Melbourne Metro as determined by My Home Hub) $225.00 plus gst. The Service Call
fee includes travel (Melbourne Metro) to site and 30 minutes on site.
- Time Charge, after 30 minutes on site there will be a time charge of $25.00 plus gst per 15 minutes
or part thereof.
- Parts deemed by My Home Hub not covered by warranty will be charged at service parts pricing as
stated by My Home Hub Pty Ltd technician prior to installation of the part. A verbal acceptance will
be gained prior to installation, unless you are not available or contactable at the time of site
attendance. Once the part is installed, it is agreed that the part will be paid for by you.
(n) My Home Hub will only attend sites in the Melbourne Metro area as deemed by My Home Hub Pty Ltd, unless a travel and labour charge is agreed to prior to site attendance outside of this area. This does not guarantee that My Home Hub will agree to attend a site outside of the Melbourne Metro area. Other arrangements can be made, however any shipping costs will need to be agreed to and paid for prior to shipping items. Shipping costs will not be incurred by My Home Hub.
(o) My Home Hub reserves the right to deem an installation not to be covered by warranty if the installer is not an authorised installer. My Home Hub will determine if the installer is an authorised installer of the Advantage Air products on receipt of your proof of purchase, at the time of the warranty claim submission. If this is the case, service charges may apply for My Home Hub to attend site.
(p) You may be asked by our My Home Hub to send a photo of the wall that the touch screen is positioned on. If you do not send a photo of the wall where the touch screen is positioned, we may choose not to proceed with your warranty claim.
(q) My Home Hub will only respond to warranty claims within Victoria.