IDS On-Site Exchange (OEP) Program

  • Receive an on-site exchange of Elo Interactive Digital Signage (IDS) displays in the Continental US within three business days (average).
  • Elo On-site Exchange Program for the Continental US is a warranty service designed to stay ahead of today’s demanding business environment. Elo products have an outstanding reputation for reliability, and our On-site Exchange program provides the highest level of support. Our technicians will come out to your location, replace the defective unit and schedule its pick-up and removal.
  • On-Site Exchange Program Benefits
  • Minimize downtime — a base unit replacement is delivered by the field service technician. Technicians are dispatched at an agreed upon time to package and ship back the inoperable unit. They will install a replacement — as long as it is in an accessible location and no special tools are required. (See program specifications below for restrictions)
  • Easy to use — submit a claim online to initiate the On-Site Exchange program process
  • Available with the purchase of any IDS 01 or 02 series touch display and Elo Computer Module (ECM)
  • No minimum purchase requirement
  • The Elo On-site Exchange Program applies to Interactive Digital Signage (IDS) products. If a Elo computer module ECM was purchased as part of the deployment, it will be automatically included in the program. (See program specifications below for restrictions)

    IDS On-Site Exchange Program "OEP"
    On-Site Exchange Program*
    Replacement Parts/Kits Included
    On-Site Labor Included
    Timeframe 3 Business days (average)
    Replacement Unit Shipping Free
    Return Unit Shipping Free
    On-Site Technical Support Included
    * Advanced Unit Replacement "AUR" program is not available for IDS products and is superseded by On-Site Exchange Program.

  • On-Site Exchange Program Specifications
  • 3 day average on-site exchange dependent on geographical location in Continental US
  • Replacement and returned unit shipping charges are prepaid by Elo
  • OEP coverage is valid for the life of the standard 3-year warranty
  • All conditions of the standard IDS touch display and IDS computer module warranties apply
  • For standard limited warranty details, please review at warranty details
  • Restrictions
  • Customer is responsible for removing and reinstalling the display from a kiosk enclosure if necessary
  • Unit must be in an accessible location
  • Obstacles must be removed (racks, tables, wall-mounting, etc.)
  • Orders confirmed by Elo by 1:00 pm Eastern time will be serviced within 3 business days
  • If the display wall mount is non-standard, customer may be required to provide tools and assistance to the technician
  • 72 hour service subject to scheduling between field service technician and customer representative. Customer representative must be available at location to meet field service technicians
  • If a computer module needs to be replaced, The exchanged unit will come installed with only Elo factory default OS software, firmware & applications. Customer is responsible for software backup and re-installing software applications and settings
  • Customer may be required to assist the on-site technician to move the IDS display from customer shipping/receiving location to the final installation location of the IDS unit
  • Response time applies only if customer's site is located within 50 Miles of a metropolitan area. A travel fee may be charged for service outside the 50 Mile radius
  • At Elo’s discretion, service will be provided in using remote diagnosis and support, on-site service or other service delivery methods, or a combination of them
  • Program excludes weekends and holidays
  • If reasons beyond Elo’s control cause the on-site technicians to return to the site, an additional “abort charge” may apply. This includes, but is not limited to, the following reasons: store denies site access; units are not in a serviceable area; customer cancels within 48 hours of scheduled appointment
  • Elo reserves the right to modify the on-site exchange time commitment as it applies to the customer's specific product configuration, location, and environment
  • How OEP Works
  • 1) Request an OEP replacement by applying for an RMA online at
  • 2) Once your warranty of the inoperable IDS display is verified, a Elo technical representative will contact the customer to validate the reported problem. Details gathered by the technical representative will be sent to the field technician
  • 3) The Elo representative assigns a case number and an RMA is released to the customer
  • 4) Customer is contacted by the field service technician to arrange a time and date for the exchange
  • 5) The technician will replace the inoperable unit and remove it from the customer site
  • For more information, please contact the Elo Touch Solutions distributor that assisted with the original purchase, or Elo Customer Sales and Support at 1-800-557-1458 or

    Download IDS On-Site Exchange Program PDF