Services Terms and Conditions
OUR COMMITMENT
ONG RADIO honours and promises to serve our clients to our best ability. "Our clients" are customers who purchased product imported by ONG RADIO, whether directly from us or from our authorised local dealers, new or pre-owned, deserves our full service attention.
OUR SPARE PARTS ARE NOT FOR SALE
Our inventory for spare parts are solely for our service support to our clients / user of our imported product. Under the industry's law, the obligation of factory to provide part support is 7 years after the discontinuation of the production. We reserve the right to reject service to Non-ORI Imported unit if the required parts is no longer available by the factory, even though we may still have ample in our inventory. The acceptance to service for Non-ORI product shall be based on case to case, solely at our discretion.
ONG RADIO Imported product (ORI)
ONG RADIO reserves the right to refuse service if the equipment is found to have been modified or tempered with, even though it may be our Imported Unit. A one-time Non-ORI Technical Fee shall apply for such. Non-ORI T&C applies on tempered equipment regardless if it was still under the Product Warranty period. Product Warranty will also be voided.
Equipment must equip with Purchase Invoice + our Warranty Certificate (if bought from our dealer) for service.
Electronic parts and board used in the equipment are controlled items. Faulty parts are not recyclable and therefore parts replacement quoted are based on the exchange program price. The faulty parts will be returned to factory or disposed appropriately according to the industry or local authority's protocols. If client wishes to have the faulty parts returned, he must make his request known on the Service Form when sending in the equipment for service, otherwise a difference of 20% will be added to our original quote.
- Only parts that are replaced in the service will be covered under our Service Warranty program. Service Warranty period will be stipulated on our Service Quotation and Invoice, if any. Service Warranty is only applicable to ORI unit. Service Warranty will be voided if the service seal is broken or tempered with.
- The Service / Technical Fee does not include transportation. Transportation will be separately quoted if required / upon request.
Transportation will not be covered in the Service Warranty program.
The company shall not be held responsible for the following:
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- Loss or damage to the article left unclaimed for a period of 3 months after repair, and subject to storage charges.
- Loss or damage due to contingencies beyond our control.
- Any scratches or damages to articles, however every reasonable care will be taken whilst in our custody Owner can request service by contacting us or email to service@ongradio.com
If article accepted / collected found to be a Non-ORI unit or tempered with, the following Non-ORI T&C shall apply.
Non-ONG RADIO Imported (Non-ORI) product (In addition to the ONG RADIO Imported T&C)
After-sale-service is the obligation and responsibility of the dealer or seller whom you bought from, to provide. Under no circumstances will ONG RADIO be expected to undertake service or promise by the dealer / seller you bought from, who may have promised you. For your own interest, we advise you to approach the dealer whom you bought from for the required after-sale services. Come to us only when you are unable to get help.
- ONG RADIO reserves the rights to reject Non-ORI Imported or product without official / defaced serial number, for service. Acceptance for service shall be at the sole discretion of the company on case-to-case basis, and depending on the availability of original Purchase documents. Full Technical fee (12X or more the regular Technical fee amount of ONG RADIO Imported product) shall apply on unit without official purchase document.
- ONG RADIO shall not be held responsible for any damages or scratches whilst in our possession, totally at owner's risk.
- The Technical Fee is only good for one-time, for up to 2 reported faults. Additional fee applies for more than 2 faults.
- Only the fault reported on our service form will be attended. Unreported fault will not be fixed and we shall not be liable if owner discover upon collection. Since there will be no Service Warranty program, our service obligation will end when the unit leaves our premise.
- Faulty unit that brought in for service will not be tested in our showroom. We shall not be responsible for any unreported fault discovered after the repair on the reported faults, or if owner decides not to proceed with the repair and brought up the issue later.
- Equipment accepted for service will not have any priority over our client's in the job queue. Owner is expected to wait, and it is not unusual that it will take many months before our technician starts with the job. We shall not be made answerable for the wait.
- We reserve our rights to reject service at any point of time even though we may have already accepted the unit for service, if we found the equipment to have been tempted, modified, incomplete or in dire condition, such as burn't board or partially damaged board or anything else.
- There will not be any Service Warranty after the repair. It is the sole responsibility of the owner to test the unit before leaving our premise.
Un-serviced unit will not be allowed to be tested in our premise as it may damage our equipment connected in the test.
- Parts will be charged at full price which may result to be MORE than 3X the regular amount to fix the Non-ORI unit. Diagnostic will be based on at least 2.5X the regular "ORI Technical fee" if owner decides not to proceed with the repair.
- Payment must be prepaid in cash or by PayNow transfer only, before the collection / delivery day.
- It is not necessary that the same unit we accepted will be accepted for service again in future, it will always be based on case to case for approval.
- Please send in your request with fault symptom and picture of the serial number on unit and purchase document for a pre-acceptance / approval to service@ongradio.com before sending in the unit, if the above T&C and our Service Fee are acceptable to you.
ONG RADIO reserves the right to update the Service Terms and Conditions from time to time without advance notice.
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Repair & Restoration Service
Every Ong Radio system is a long-term investment. Our specialist team provides comprehensive restoration and repair services to ensure your equipment performs at its peak, even years down the line. We uphold the legacy of your system, preserving quality and extending its lifespan.
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On-Site Troubleshooting & Diagnosis
Uncertain of the issue? Our professionals provide on-the-spot diagnostics and service guidance. We accurately identify faults and propose practical solutions to get your system back to performing flawlessly.
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Technical Performance Restoration
If your speakers are underperforming or your subwoofer has lost depth, our specialists will analyse and restore your equipment to its optimal performance. From minor calibrations to full technical overhauls, we ensure your system delivers the standard it was built for.
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Professional Private Theatre Calibration
Transform your space into a cinematic sanctuary. Our certified engineers design and calibrate state-of-the-art private cinemas, delivering immersive audio-visual experiences that rival the world’s finest theatres that is tailored to your space, lifestyle, and vision.
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Acoustic Management & Room Voicing
Perfect sound begins with the perfect environment. From controlling reflections to optimising room geometry, we fine-tune acoustic conditions to ensure your space sounds as exquisite as the equipment within it. Ideal for homes, private theatres, and high-end listening rooms.
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Digital Imaging Optimisation
When clarity and precision matter, every detail counts. We optimise projector settings and image delivery systems to achieve superior visual performance, true-to-life colour, contrast, and clarity for an unforgettable viewing experience.
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Pre & Post-Event System Testing & Inspection
For special events, precision is everything. Our team performs thorough testing and inspection of your AV systems before and after major occasions to ensure seamless performance, allowing you to focus fully on the experience.
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Exclusive Trade-Up Programmes
Ready to upgrade your system? Our trade-up programmes allow you to move into next-generation solutions with ease. Receive expert advice on replacing or upgrading equipment while retaining the value of your existing system.
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Service Fee & Terms of Service Notice
Read MorePlease find our service fee structure and corresponding Terms & Conditions here.
We kindly ask all customers to review the details thoroughly before proceeding with any service request.
