What do you do if you are a system integrator based in Munich but your customer’s hardware is causing problems in Flensburg, for example?

From now on, we are offering a Germany-wide on-site service.

No matter where you or your customers are, our technicians will be on their way within 48 hours, and they will also have the necessary spare parts with them to quickly repair the hardware.

The on-site service is available when you purchase devices from our own brands Future PPC, Future IPC and FuturePAD, FutureNUC, GIADA digital signage PCs and Airserver connect systems.

For those in even more of a hurry: a 24-hour on-site service is also possible by arrangement with your sales representative in projects and for tenders.

The costs for the service are staggered:

  1. 2 years: €39
  2. 3 years: €49
  3. 5 years: €69

The on-site service should have the same duration as the warranty.

The prerequisite is that the devices are accessible; we cannot provide a repair guarantee for software problems or failures caused by data viruses, for example.

Typical on-site service procedure:

  1. Contacting the CONCEPT Support/RMA department by phone. Your phone call ensures that the case is given priority treatment.
  2. Gathering the data required for the case
  3. The customer is required to email the RMA form for the case to be registered. This also records the exact model, configuration and serial number of the problem device. It is important to be able to accurately identify and reproduce the error. This is done by providing the relevant information in the RMA form and in the accompanying telephone call.
    Analysis of the error pattern – if necessary, with the active assistance of the customer
  • The purpose of this is to isolate a hardware defect as clearly as possible.
    Can an operating/user/virus/software error be ruled out?
  • Furthermore, it is always important that the customer backs up their data beforehand.
  • Under certain circumstances, our support staff can also solve configuration and software problems or provide tips for solving them. There is no entitlement to this, as we are only responsible for hardware defects and not for operating, software and configuration problems. These solutions are subject to a charge.
  1. Commissioning of on-site service by CONCEPT on the next-but-one working day (working days: Monday – Friday, 9:00 a.m. – 6:00 p.m.).
    A replacement device will be sent to the responsible technician on the next working day. The technician will travel to the customer with the replacement device on the day after next. The problem-solving sequence is as follows:

    1. Attempted troubleshooting by checking cables and running the device (configuration, drivers)
    2. Attempted troubleshooting by replacing the power supply or RAM
    3. Installation of the customer’s SSD in the replacement device brought along. Under certain circumstances, the technician can back up the data – at an extra charge.
      Attention: if the error still exists, it can be assumed that there is a software error. The customer will then be charged for the service call.
  2. Completing the service call
    The defective device is taken by the service technician and returned to us as the manufacturer under the terms of the warranty. We reserve the right to use so-called “refurbished” devices as replacement devices. These devices are practically in mint condition, tested and have no or only used packaging.

Please contact us for further information.

Email: or phone: +49 (89) 961 60 85 – 20

You want to report a case? Then please contact our support team at email: or phone: +49 (89) 961 60 85 – 60