Problem
You or the merchant have a Poynt terminal experiencing an issue we have been unable to resolve. After troubleshooting with Boomtown - or Poynt during an escalation - you are informed that the device will have to be replaced/RMA'd (return merchandise authorization).
Solution
Your hardware supplier, The Phoenix Group, will have to replace the device. Contact orders@phoenixgrouppos.com for help facilitating the return of the defective device and sending a replacement to you/the merchant.
While it is best practice to have additional Poynt terminals in-house for when needed in a hurry, do not store defective devices. Ship them back to the hardware supplier as immediately as possible so that the warranty does not expire.
Neither Boomtown nor Poynt are hardware suppliers. We are not in possession of terminals, we can only advise when a terminal needs to be RMA'd through the hardware supplier.
TPG typically has a one year warranty on hardware. There is no refurbish program today.
