Fluke Premium Care – Gold
Frequently Asked Questions About Fluke Premium Care
Q. Can I access my membership benefits if I’m working in other countries?
A. Yes. You can access our worldwide Technical Assistance Center (TAC) from anywhere, 24 hours a day, 7 days a week — and your online benefits are always available. If you are traveling with your Fluke Networks tool in countries that offer Gold Support, you can contact the TAC and get help finding a local authorized support center for service. Please note that due to limited inventories, loaner or exchange units may not always be available.
Q. Are Premium Care – Gold memberships available in countries that have been embargoed by the U.S. government?
No. Our policy is to comply with the technology embargo list issued by the United States Department of Commerce.
Q. What countries are currently eligible for Gold support with full repair/loaner exchange and calibration benefits?
While Fluke works to provide support in as many countries as possible, the repair/loaner exchange, extended accessory warranty, and calibration benefits are available only in certain countries — please see our full Terms and Conditions for the list of countries. Repair loaners are available within 24 hours. To receive a loaner unit during calibration (available in most regions), you must schedule your appointment at least 6 weeks in advance of your required calibration date. If a loaner is not required or calibration cannot be scheduled in advance, customers may opt to instead receive a shipping waybill, and calibrations will receive priority for Gold support members. Typical turnaround time for a calibration is 5 working days. Coverage is not available in all countries; please speak with your Fluke Sales Representative for other support options.
Q. Can I still get a Premium Care – Gold membership if the product I bought from you is out of warranty?
Yes. You can still qualify for Gold Support membership as long as we support the product — typically, that’s up to four years (or less, depending on parts availability and other factors) after new sales have been discontinued. If you’re interested in becoming a Gold Support member, but your equipment is out of warranty, at our option you may have to submit your product to an authorized service center for evaluation. There is normally a charge for this service. If you choose not to submit your unit for evaluation, we request that you wait a minimum of 30 days after joining before you use any of the repairs or services offered under Gold Support.
Q. How long will my membership last?
New memberships are granted 12 months from the date of purchase to compensate for possible lag time in shipping of your covered product. Renewals are for 12 months from the date of renewal.
Q. Will you send me renewal notices?
We’ll send you a "reminder of renewal" notice by email three months prior to expiration of your Gold Support membership, so you can renew it with no loss of coverage. One month prior to renewal, we will attempt to contact you personally to remind you of the upcoming membership expiration.
Q. Can I invoke loaner or exchange unit benefits for non-standard service repairs?
No. Unit loaner or exchange benefits are not available for non-standard service repairs. Non-standard service repairs include abuse, or model-wide recalls or “service actions.”
Q. If I don’t purchase Gold support, what are the standard manufacturer warranties for Fluke Networks’ products?
It varies by product. Please refer to the product manual under the Documents tab on the product page.
Q. If I buy Gold support, do I qualify for all prior software/firmware upgrades available?
No. Unless otherwise stipulated, you must be at the current revision of the software or firmware when purchasing Gold support. If you are not, you must purchase prior upgrades. Once at the current revision, all future upgrades are yours at no charge.
