Medical Device Warranty & Repair Malaysia

Medien Warranty & Technical Service Support

Medien provides medical device warranty coordination, technical inspection, repair and after-sales service in Malaysia for supported medical and respiratory devices.

Our support may include CPAP, BiPAP, ventilators, oxygen concentrators, portable oxygen concentrators and other supported medical devices.

Important: Warranty Part and Labour Are Separate

A device being under manufacturer warranty does not automatically mean every repair-related service is free.

Service	Coverage
Manufacturer-approved warranty spare part	FREE where approved by manufacturer
Medien technical labour	CHARGEABLE where not covered by manufacturer warranty
Removal of defective component	Included in applicable technical labour scope
Installation of warranty spare part	Included in applicable technical labour scope
Reassembly & functional testing	Included in applicable technical service scope
Non-warranty spare parts	CHARGEABLE
Courier / transportation	CHARGEABLE unless specifically covered

The Key Principle

Manufacturer-approved warranty spare part = FREE

Medien technical labour = CHARGEABLE where the manufacturer does not cover the labour

In simple terms:

FREE WARRANTY PART ≠ AUTOMATICALLY FREE LABOUR

Where a manufacturer specifically includes or reimburses local technical labour under its warranty programme, Medien will follow the applicable manufacturer warranty arrangement.

Applicable statutory consumer rights under Malaysian law remain unaffected.

How Manufacturer Warranty Works

When a supported device develops a suspected fault during its warranty period, Medien may assist with:

Warranty verification
Technical inspection
Fault diagnosis
Manufacturer warranty submission
Spare-part replacement
Repair
Functional testing
Safety verification
Service documentation

Warranty eligibility depends on the product, serial number, purchase date, reported fault and applicable manufacturer warranty conditions.

Proof of purchase may be required.

Why Is Labour Chargeable When the Part Is Free?

The manufacturer warranty may cover the replacement component itself.

Medien’s technical service is separate professional work performed locally.

Depending on the repair, technical work may include:

Diagnosing the fault
Opening and dismantling the device
Removing the defective component
Installing the new warranty component
Reassembling the device
Configuring or adjusting the device
Functional testing
Safety inspection
Final verification
Completing service records

Where these services are not included in the manufacturer’s warranty coverage, an applicable Medien technical labour/service fee will be charged.

Applicable charges will be communicated before chargeable work proceeds.

Warranty & Repair Process

Our standard process is:

1. Service Request
Submit your product model, serial number and description of the fault.

2. Warranty Verification
Medien checks the applicable warranty status.

3. Technical Inspection
Our technical team assesses the reported problem.

4. Warranty Assessment
Where applicable, the defective component is submitted for manufacturer warranty approval.

5. Service Recommendation
We advise the appropriate repair or component replacement.

6. Charges Communicated
Any labour, non-warranty spare-part, courier or other applicable charges are advised.

7. Customer Approval
Chargeable work normally proceeds after customer approval.

8. Repair / Replacement
Approved repair or component replacement is performed.

9. Functional & Safety Check
The device is tested before release.

10. Collection / Delivery
The completed device is returned to the customer.

Common Warranty Scenarios

Scenario 1 — Warranty Part Approved

A CPAP device is still within its applicable manufacturer warranty.

An internal component fails and the manufacturer approves the component under warranty.

Manufacturer spare part: FREE
Medien technical replacement labour: CHARGEABLE where labour is not covered by the manufacturer

The customer is informed of the applicable technical labour charge before the repair proceeds.

Scenario 2 — Device Under Warranty but Damage Is Not Covered

A device remains within its warranty period but inspection finds damage caused by accidental impact, liquid ingress, misuse or another excluded condition.

In this situation:

Manufacturer warranty part: Not applicable
Replacement parts: CHARGEABLE
Technical labour: CHARGEABLE

A quotation or applicable service charges will be communicated before chargeable repair work proceeds.

Scenario 3 — Manufacturer Covers Part and Labour

A manufacturer approves the defective component and also expressly covers the applicable technical labour under its warranty programme.

In this situation:

Manufacturer warranty part: FREE
Covered technical labour: FREE according to the approved manufacturer warranty arrangement

No duplicate labour fee will be charged for work specifically covered by the manufacturer.

Scenario 4 — Device Is Out of Warranty

A device is outside its applicable warranty period and requires repair.

The following may be chargeable:

Technical diagnosis
Spare parts
Technical labour
Testing
Courier or transportation

Medien will advise the applicable service scope before proceeding.

What May Not Be Covered by Warranty?

Manufacturer warranty coverage varies by manufacturer and product.

Common exclusions may include:

Accidental damage
Dropping or physical impact
Water or liquid ingress
Fire or flood damage
Electrical surge
Incorrect power supply
Misuse or negligence
Incorrect cleaning
Improper storage
Improper transportation
Unauthorized modification
Unauthorized repair
Third-party dismantling
Normal wear and tear
Consumable items
Certain accessories or batteries
Use of incompatible components
Missing or altered serial numbers

Final warranty eligibility is subject to technical assessment and the applicable manufacturer’s warranty conditions.

Manufacturer Warranty Does Not Automatically Include

Unless specifically covered by the manufacturer, warranty does not automatically mean the following Medien services are free:

Technical labour
Installation labour
Diagnosis
Dismantling and reassembly
Calibration
Preventive maintenance
Cleaning
Functional testing
Transportation
Courier
On-site technical service

Any applicable charges will be disclosed according to the service required.

Out-of-Warranty Medical Device Repair

Medien may also provide repair services for supported devices after the manufacturer warranty has expired.

Depending on the device and fault, service may include:

Inspection → Diagnosis → Quotation → Customer Approval → Repair → Testing → Collection

Repair remains subject to:

Device condition
Technical feasibility
Spare-parts availability
Manufacturer support
Availability of compatible components

CPAP & BiPAP Repair Service

Medien provides technical support for applicable:

CPAP devices
Auto CPAP devices
BiPAP / bilevel devices
Travel CPAP devices

Please provide the product model and serial number when requesting technical support.

Oxygen Concentrator Repair Service

Technical support may be available for supported stationary and portable oxygen concentrators.

Service may include:

Device inspection
Performance assessment
Fault diagnosis
Component assessment
Component replacement
Alarm verification
Functional testing
Safety inspection

Support depends on the device model, condition and spare-parts availability.

Ventilator Technical Service

Applicable ventilators require appropriate technical assessment.

If a ventilator displays abnormal operation, faults or alarms, contact Medien for technical support and follow the applicable device instructions and clinical guidance.

Do not attempt unauthorized repair or internal modification.

Repair Turnaround Time

Repair duration depends on:

Type of fault
Device model
Technical complexity
Spare-parts availability
Manufacturer warranty approval
Imported part lead time
Required testing

Any completion date provided is an estimated timeframe unless otherwise confirmed.

Frequently Asked Questions

Is everything free when my device is under warranty?

No.

Manufacturer warranty coverage depends on the manufacturer’s applicable terms.

A manufacturer may provide an approved replacement spare part free of charge while Medien’s local technical labour remains chargeable where that labour is not covered by the manufacturer.

Why does Medien charge labour for installing a free warranty part?

The manufacturer provides the approved component.

Medien separately provides the local technical work required to diagnose, dismantle, replace, reassemble, test and verify the device.

Where this labour is not included in the manufacturer’s warranty programme, a technical labour fee applies.

Will Medien tell me the labour charge before repairing my device?

Yes.

Where chargeable work is required, the applicable charges will normally be communicated before the chargeable repair proceeds.

Does manufacturer warranty guarantee a new replacement device?

No.

Depending on the fault and applicable manufacturer policy, the solution may be:

Repair
Component replacement
Manufacturer assessment
Device replacement where specifically approved

Can Medien repair an out-of-warranty device?

Yes, for supported devices where repair is technically feasible and appropriate spare parts are available.

Parts and labour for out-of-warranty repair are chargeable.

Do I need an invoice for a warranty claim?

Proof of purchase may be required to verify the original purchase date and warranty eligibility.

Please provide your invoice or other acceptable purchase documentation where available.

Are courier charges included in warranty?

Not automatically.

Transportation and courier charges are separate unless specifically covered by the applicable manufacturer warranty programme or otherwise agreed.

Can I repair the device myself or send it to another repairer?

Unauthorized dismantling, modification or repair may affect manufacturer warranty eligibility.

Contact Medien before arranging third-party repair if your device may still be under warranty.

Malaysian Consumer Protection Notice

This policy should be read together with the applicable manufacturer warranty terms, Medien sales documentation and applicable Malaysian law.

The Consumer Protection Act 1999 [Act 599] contains statutory consumer guarantees and remedies relating to goods and services.

Relevant provisions include:

Section 37 — implied guarantee concerning repairs and spare parts
Section 38 — manufacturer’s express guarantees
Sections 39–42 — consumer rights and remedies against suppliers where applicable
Sections 50–52 — rights and remedies against manufacturers
Sections 53–60 — applicable guarantees and remedies relating to services

Nothing in this policy is intended to exclude, restrict or override any statutory consumer right that cannot legally be excluded.

Where an applicable statutory obligation requires a different remedy from the commercial manufacturer warranty arrangement described above, the applicable Malaysian legal requirement will prevail.

Need Warranty or Repair Support?

Before contacting us, prepare:

Product model
Serial number
Purchase date
Invoice / proof of purchase
Description of the fault
Photo or video where helpful

Medien Customer Care

Toll Free: 1800 18 2899

WhatsApp: +60 11 164 264 84
WhatsApp only

Email: office@medien.my

Customer Service Hours:
Monday–Saturday, 9:00 AM–5:30 PM
Closed Sunday and applicable public/replacement public holidays.

Contact Medien Before Sending Your Device

Have a device fault or unsure whether your repair is covered?

Contact Medien Customer Care with your model and serial number so our team can check the appropriate warranty and service process before you send the device for repair.

Remember

Manufacturer-approved warranty part = FREE

Medien technical labour = CHARGEABLE where not covered by the manufacturer