A lot of people have written us saying they are building a Brain-Controlled Wheelchair, and that's great! We look forward to helping you get through the hard parts, but some of you won't need any help (maybe). What we want from you (all of you) are pictures! Or at least a message saying 'Hey, we're doing it and we're in (location)' so we can get all excited. Thank you and Good Luck!
This Instructable will show how to make a Brain-Controlled Electric Wheelchair, so that a person can become mobile without moving their body. This could be useful for people who are paralysed, and are unable to control parts of their body enough to physically activate the joystick of an electric wheelchair. Many people may be able to use this technology to gain some independence, and to take a break from needing an attendant to push their wheelchair so they can get some fresh air. The parts of this system include an electric wheelchair, a laptop computer, an Arduino, an interface circuit, an EEG headset, and a collection of ready-made and custom software. The software which was written specifically for this project (including the GUI and Arduino sketch) has been bundled with Puzzlebox Brainstorms, and is released freely under an Open Source license. The EEG headset, which connects wirelessly to the laptop, allows the operator to simply think 'forward' or 'left' or 'right' to cause the wheelchair to move. Performance is related to practice by the user, proper configuration of the software, and good contact made by the EEG electrodes on the scalp of the operator.
The interface circuit connects between the Arduino's digital pins and the joystick of the wheelchair. When the Arduino receives a command from the computer, it causes the circuit to 'fool' the wheelchair into thinking that the operator has moved the joystick. WARNING: Electric wheelchairs are designed for trained operators who have practised manoeuvring safely.
Electric wheelchairs can weigh upwards of 200 pounds EMPTY! They have no mechanism to stop when they hit a human or an animal, or go off a curb or down stairs or right through a bannister. Make sure no one is in the path of a wheelchair which is not being operated by a human who can operate the OFF switch. Make sure everyone in the vicinity of this Instructable realizes what may happen if they don't get out of the way. Do not attempt to stop an electric wheelchair with your body. Step 1: Acquire Materials.
To build this Instructable, you will need an electric wheelchair, (We used an Action Arrow Storm Series), an EEG Headset, (We used an Emotiv wireless headset), a Laptop Computer, an Arduino, and an interface circuit made from basic electronics, (see step 5 for materials for the interface circuit). The Electric Wheelchair was acquired as an unwanted extra from a local repair shop. It was not considered serviceable for disabled persons because its condition was below standard. If you hear of someone in need of an electric wheelchair who is low on funds, encourage them to ask repair shops for unwanted chairs. The EEG Headset is an EPOC acquired from Emotiv. Their site is here: The Laptop Computer was Steve's but any laptop will do, it only needs to have two USB ports - one to connect to the Arduino, and the other for the EEG headset's Wireless receiver.
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An Arduino is a small microcontroller platform with a USB serial interface. In this case, it serves as a bridge between the laptop computer and the interface circuit (see steps 5 and 6). Originally, the Arduino was not used, and the interface circuit was connected directly to the parallel port of the computer.
The computer we eventually used does not have a parallel port, so the Arduino performs the function of providing eight on/off signals based on a packet of serial data sent through its USB interface. So if your laptop has a parallel port but is new enough to run the Emotiv software, you might be able to skip the Arduino. Step 2: Software. The Software necessary includes the Puzzlebox Brainstorms BCI (Brain-Computer Interface) package which provides a GUI and visual feedback to the user and issues control commands to the Arduino hardware. Also required is the standard drivers and software included with the Emotiv EEG headset as well as an Aurduino Sketch which is a simple program written by us for an Arduino. An optional Python-based backend control script can operate independently of the Puzzlebox Brainstorms GUI (see Step 7) and will translate keypresses entered on the keyboard into commands sent to the Arduino, which is connected to the interface circuit. The interface circuit makes the wheelchair move by simulating someone pushing on the joystick.
This option is useful for controlling the wheelchair remotely via SSH session from another computer or device such as a mobile phone. The wheelchair will most likely use a pair of batteries the size of car batteries, and the same voltage. These batteries are the most likely part of the wheelchair to present a problem. If the chair has been unused for a long time, or if it was left in the 'ON' position, the batteries might be totally ruined.
Otherwise, the batteries need to be charged. A wheelchair has a charger connector, and should come with a charger with the same connector. Keep in mind that the batteries are connected in series, which means that the two 12-volt batteries appear as a single 24-volt battery to the chair. The charger must be a 24-volt charger, or a 28-volt regulated power supply. Of course, you can also just use two ordinary car batteries, but they should be matched as to capacity and condition. Ideally two identical brand-new batteries would be used. It is possible to charge them individually with a 12-volt battery charger, but they should be charged equally since they will be cooperating to power the chair.
Some wheelchairs include reclining motors and other adjustments. These systems usually have tilt sensors and other safety sensors which keep the chair from moving when it's not safe.
If the chair appears to turn on, but it won't move, check for this. Also, chairs usually have a 'clutch' which can disengage the wheels from the motors. Sometimes this is a lever, and sometimes it's a lockable hub in the middle of the wheel. There should be a sticker explaining clearly how to engage or disengage it. If the clutch is released, the motors will not cause the chair to move, and they may not even turn if the wheelchair 'brain' knows that they are disengaged. Finally, there may be a manual brake. Look for a sticker explaining how to operate it.
But most of the time, the brake is built into the motor, and is activated whenever the motors aren't turning. In this type of chair, it will be impossible to push around if the clutches are engaged. When the joystick is moved (and the chair is on) you will hear clicks as the brakes are released and the motors are engaged. The brakes click back on when the chair stops after releasing the joystick. If the batteries are charged, and the chair turns on and drives around, there is not much more to check.
Experiment with all of the switches you can find, to learn which are related to movement of the chair. Our chair had two switches; one selects between OFF and LOW and HIGH speed, the other between DRIVE 'A' and DRIVE 'B' which are slow and fast. It is necessary to know how to turn the chair OFF if it gets out of control. It is useful to set the chair to its lowest speed when experimenting with computer control. Step 4: Modify the Wheelchair's Joystick.
(Note: we used an Action Arrow Storm Series electric wheelchair, with an Action MOC MK III motor controller. The following instructions apply to the joystick for that system. Other electric wheelchairs with different controllers may be similar or totally different. Some chairs use an inductive joystick which is far too sophisticated for this hack!) To control the wheelchair electronically, we need to make a connection to its joystick.
The joystick is a pair of variable resistors, one for forward/backward and another for left/right. Each variable resistor is connected between two voltages; one approximately zero and the other around 12 volts. This means that the center wire of each variable resistor is somewhere in the middle at rest, when the joystick is not being moved. A circuit is necessary to pull current on these variable resistors when the Arduino's digital outputs cause it to do so. In this wheelchair, the Joystick is a high-tech assembly where you can't see the actual variable resistors.
There are five wires coming out of the joystick, and two of them are the 'middle terminal' of the forward/backward and left/right variable resistors. We had to use a voltmeter and some head-scratching to figure out which wires these were (hence the electrical tape). First we found Ground (usually the most prolific node on a circuitboard) and then we were able to measure the wires of the joystick while moving it around. We saw that one wire changed up and down in voltage when the stick was pushed forward/backward and another one when the stick went left/right. These were the 'middle terminal' of the two variable resistors in the joystick. So we make a connection to the 'middle terminal' of the forward/backward variable resistor, and another wire to the left/right one.
We also run a wire from Ground of the joystick circuit, and its 12-volt supply, which we found using the voltmeter. These four wires run to a female pin-header connector like a CDROM drive audio cable uses. This connector goes to a four-pin header on the interface board. Step 5: Build the Interface Board. The interface board takes eight control lines in, from an Arduino or a PC parallel port, and can make the wheelchair think the joystick is being moved.
It does this using transistors, some diodes and a bunch of resistors. All of these parts can be found at mouser.com or digikey.com or several other suppliers.
Since the transistors (2N7000) are FETs, they draw no current (although their default-mode resistors take a milliamp or so) so they can be driven from any digital control signal. The diodes we used are 1N4148. A datasheet for the 2N7000 transistor can be found here: The circuit contains eight transistors.
Two of them pull the forward/backward wire toward ground through a resistor each. One has a larger resistor and the other a smaller one. When both transistors are turned on, both resistors are pulling toward ground, representing maximum speed in that direction.
Another two transistors are used the same way for the left/right wire. The other four transistors are connected between ground and a resistor to the 12 volt power supply.
These transistors are normally on, and their drain terminal is connected through a diode to the forward/backward or left/right wire. When these transistors are turned off, the resistor is no longer pulled toward ground and the joystick wire gets pulled toward the +12v wire through the diode. This is an easy way to let an eight-bit TTL (0 / 5V diigtal) controller like the PC parallel port or 8 pins of an Arduino control the 12-volt analog wheelchair joystick. In actual practice (as you can see by looking at the schematic and the actual circuit) the resistor values have to be chosen to achieve values which will not cause the wheelchair brain to think there is a malfunction in the joystick. (the 41K and 6.8K resistors are to pull the transistors' inputs to their default state, so the joystick works normally when nothing is plugged into the interface boards' input side). To determine resistor values, start with a variable resistor (a 100K-ohm is a good start) and connect a wire to its center and left terminal. With the wheelchair safely elevated to prevent movement (or with the operator safely in the seat with room to drive around) connect the variable resistor while taking notes.
Start by connecting to the left/right wire and ground and with your variable resistor turned all the way to the right. (this is the highest resistance, 100K ohms). A picture of a variable resistor is shown below. When the left/right function is activated on a wheelchair, it rotates about its center like a tank. Make sure your feet are safely in the stirrups or you could get hurt! If the wheelchair does nothing, turn the knob left until the slowest speed desired happens. Disconnect the resistor, measure it with an ohm-meter, and write everything down (how it was connected and what the chair did).
Do it again and find the lowest resistance and the highest speed desired and write that down. For this direction, you will need a resistor for each of the two transistors associated - one will be the value of the first test (slowest movement) and the other will be (get ready) the inverse of [the inverse of the value of the second test minus the inverse of the value of the first test]. This way, when both transistors are activated, the wheelchair sees the resistance of the second test. You can always just round up values if you don't have the exact right number. These resistors and the next two will go on the lower transistors in the schematic, to pull the joystick wire toward ground when those transistors are activated. This test must be repeated with the forward / backward wire (you might go backwards at high speed).
After those two resistors are figured out, you will need to try the same tests but this time, connecting your variable resistor through a diode to the Red wire, which has +12 volts from the joystick circuit. Don't let this Red wire get shorted to ground, even for a second - you might FRY your electronics. The results of these tests will be the resistor values chosen for the upper transistors, which pull toward the red wire as you can see in the schematic. Once you have determined the resistor values you want to use, or even before that, you can build the interface board.
We used 'perfboard' and assembled it according to the same physical arrangement shown in the schematic image seen below, except that we used 8-pin machine sockets which work well for shoving resistors into, so that changes can be made to the speed of movement of the machine. You could also just use a bunch of 100K-ohm variable resistors. Perfboard on WikiPedia: The Gate terminal of each transistor goes to one of the eight control wires of the input cable. We used a DB25 Male connector since we were originally using a PC parallel port. The control wires are connected to pins 2 through 9, and ground to pins 18-25. We then had to make an adaptor to connect this to the Arduino when it replaced the parallel port in our setup.
You can skip the whole DB25 connector and just wire directly from the Arduino to the transistors on the interface board as long as you wire it up the right way, which is easier without the extra step anyway. Step 6: Program and Connect the Arduino. You will need to download and install the Arduino software onto your computer. This is the program which will let you load the Sketch onto your Arduino which will make it perform its function in this system.
The Arduino software communicates to the Arduino through a serial port which appears to your computer after the USB interface is plugged in. If the Arduino is plugged in and your computer can't figure out that it is a serial port, you will need to download a driver from the Arduino website.
You will also need the sketch we have written for this application. All of the above software is linked in Step Two of this instructable. Once you have the Arduino software running, and it recognizes your Arduino hardware (which is plugged into your computers' USB port) you will need to load the sketch we have written using the File menu. Then go to the Tools menu and select 'Board' and choose the model of Arduino you have. The Diecimila, Duemilanove or Uno are very similar and any of them would work for this application. Next, from the Tools menu, make sure the Serial Port of your Arduino is selected.
At this point, with our sketch loaded, you can go to the File menu and select 'Upload to I/O board' to load the sketch into your Arduino. After this step works, you can quit the Arduino program. You won't need it again unless you want to change the way your Arduino operates, and it shouldn't be running while the Python program is running. After this, you will need to make a connector to go between the Arduino and the interface board which controls the joystick of the wheelchair. We used pins 10, 2, 3, 4, 5, 6, 7, 8, of the Arduino and connected them to pins 2, 3, 4, 5, 6, 7, 8 and 9 of the DB25F connector from the interface board. We also connected Ground from the Arduino to pin 18 of the DB25F connector.
If it is not obvious at this point, you can skip the whole DB25 connector and just wire directly from the Arduino to the transistors on the interface board. Our setup is the result of originally using the parallel port of the PC instead of an Arduino (which is still an option if you have a parallel port and don't want to use an Arduino) Step 7: Install the Python Interpreter and Program. NOTE: The Puzzlebox Brainstorms software includes the console-based Python program described in this step. Strictly speaking it should not be necessary to download the Python interpreter or any of the software's dependencies (the Windows version mentioned in Step 8 is pre-compiled and packaged), but it is assumed anyone who wishes to leverage this software for a new type of wheelchair will need to know how to control everything from a source code level, so we have included these details for completeness.
Download and install the Python interpreter and download the Python program, listed in Step Two of this Instructable. You may have some trouble configuring the program for the correct serial port of your Arduino, especially if your computer already has a serial port. Make sure the Arduino is plugged in and run the program using the Python interpreter. If you press direction keys such as i j k m, you will see the built-in LED on the Arduino turn on or off because it is wired (in software) to one of the output lines to the interface board. At this point you can connect the Arduino to the interface board.
Prop the wheelchair up so its wheels are not touching the ground, or if you can (and we did) disengage the wheel clutches. This way, when the motors turn, they don't actually cause the wheelchair to move (although it no longer is braked in place and could roll). If you turn on the wheelchair, the lights should come on normally and indicate that the wheelchair is ready to be moved.
Moving the joystick should cause the brakes to click off and the motors to try to move the chair. Now that the Python program is running, as in the picture below, pressing one of the movement keys will cause the program to tell the Arduino to send the wheelchair in that direction for a short time, and then tell it to stop. Pressing the 1, 2, or 3 keys will set the program to 'speed' 1 2 or 3. In speed 1, the minor transistor for each direction is activated.
In speed 2, the major transistor (the one with the lessor resistor) is activated. In speed 3, both transistors (seen as 1 or 0 in the text display below) is activated.
(note that these speeds have nothing to do with speeds selected with the ON/OFF switches of the chair - see step 3) When the software sets the output to 00110011 the wheelchair is told to stop. At this point you should test that the Python program properly causes the wheelchair to move when a key is pressed (repeatedly) and the next step is to configure the Puzzlebox Brainstorms and EEG headset software. Step 8: Install the Puzzlebox and Emotiv Software. Puzzlebox Brainstorms is an open source BCI (Brain-Computer Interface) software package which allows control of various robots and vehicles via EEG. Version 0.4.5 of the software was updated to control the Action Arrow Storm Series wheelchair featured in this Instructable. The software has been pre-packaged for Linux and Windows and is available for download at the website: (this was listed in Step 2) The software should be entirely compatible with Mac OS X, however it has not been packaged or tested with that operating system. There are two programs from Emotiv which we will use for this project: Emotiv Control Panel and EmoKey Both are available to download freely as part of their 'SDKLite' software pack: (this was listed in Step 2) Step 9: Train the Software and the Human Operator.
To drive and control the wheelchair via EEG we will use the Emotiv Control Panel application to perform detections of the user's intent, turn those detections into keystrokes using EmoKey, and use those keystrokes to actually drive the wheelchair using Puzzlebox Brainstorms. To begin, load the Emotiv Control Panel program and select or enter a user name for your user's profile.
We'll be using the 'Cognitiv' function of this software which is effectively a learning algorithm. The user will need to train the software to recognize their 'Neutral' state - that is the user should sit still, and look away from the screen, clear their mind and try not to think about anything in particular. Then the user should select a direction to move a floating box on the screen, for example they can 'Push' the box away from themselves or 'Lift' it up in the air. Once trained, the software will attempt to detect the difference which occurs in the user's brainwaves between the neutral state and the patterns which occur when the user thinks about moving the box. In our experience the Emotiv software is very good at training at least one direction direction for control, for example thinking 'Push' to drive the wheelchair forward, and allowing that user to 'turn on' or 'turn off' that single command at will. However it seems that most if not all users have trouble training a second or third direction as effectively as the first. For this reason it is recommended when first using the software to 'cheat' for left and right control by using facial muscles (which is technically EMG, not EEG) for example closing one eye to move left or right or clenching either side of the jaw.
Next we will use the EmoKey software to translate the detections made by the Emotiv Control Panel into keystrokes which send to Puzzlebox Brainstorms which in turn controls the wheelchair. An example file is available which uses 'Push' to drive the wheelchair forward whenever the meter rises above 30% and issues a 'Stop' command whenever the meter drops back below that level: The user can start with this file and tweak settings as appropriate for their level of comfort and control.
Finally the Puzzlebox Brainstorms software can be be started. Simply select your wheelchair model and the serial port to which the Arduino board is attached and press connect. You should close the Serial Monitor included with the Arduino IDE before pressing the 'Connect' button. At this point if both Emotiv Control Panel and EmoKey are running and configured, detections should be occurring and sent to Puzzlebox Brainstorms, allowing control of the wheelchair. You should also be able to drive the wheelchair using the on-screen buttons or following keyboard keys: i - Forward j - Left k (or m) - Reverse l - Right Space - Stop You can also set the speed of the wheelchair using the on-screen dial. NOTE: On the right-hand portion of the GUI there are meters labelled 'Concentration' 'Relaxation' and 'Speed'.
These meters are used for controlling the wheelchair using an alternative EEG Headset NeuroSky called the NeuroSky MindSet. In this mode when the user's concentration level reaches a certain threshold, the wheelchair will being to drive forward (so long as the 'Enabled' button is checked under the 'Speed' meter). It will be necessary to connect to the NeuroSky MindSet under the Control Panel tab, through a program such as Puzzlebox Synapse (also available at the Puzzlebox Brainstorms website) or ThinkGear Connect (which is included with the NeuroSky MindSet). For more information please visit the Puzzlebox Brainstorms website, as this Instructable focuses on using the Emotiv EPOC. Step 10: Practice Makes Perfect. Sensor data and sensor log apps et al have exact compass headings änd GPS readings. Please make robot that follows me 15 to 20 feet behind me.
My smart phone on my body and smart phone on robot wheel chair will change slightly as I walk in different directions. Can use pi3, 1Sheeld and arduino to compare comma delimited data so that wheéls turn in conjūnction with exact compass headings on my ßmartphone. GPS reading comparison will tell wheelchair robot to speed up or slowdown so distance between me and bot stays constant. Need bot to carry camping supplies on 200 mile flat trail. Will put storage contaīner on top of bot for provisions.
Am no good at coding. I am retired but have old extra smart phone and can buy used wheel chair. Any assistance you can provide wôuld be appreciatēd. Hi, Nice job what you have done there ^_^ Really amazing, actually if you may i have a question, we are uni students, and we are about to do our final undergraduate project, your project has inspired us and we want to know, if we use the individual license that Emotiv offers, is it going to be suitable and useful for such a project?
Or we have to buy the educational license in order to apply your project? You know in order to use the applications of Emotiv and their output in controlling any external device such as the wheelchair? The enthusiasm is very much appreciated, but it would probably be useful to re-read Step 9, which talks about the capabilities and limitation of the learning algorthim used with the Emotiv headset: 'In our experience the Emotiv software is very good at training at least one direction direction for control, for example thinking 'Push' to drive the wheelchair forward, and allowing that user to 'turn on' or 'turn off' that single command at will. However it seems that most if not all users have trouble training a second or third direction as effectively as the first. For this reason it is recommended when first using the software to 'cheat' for left and right control by using facial muscles (which is technically EMG, not EEG) for example closing one eye to move left or right or clenching either side of the jaw.'
So while yes, the software will allow you to train multiple detections (actually I think you might be limited to four) which can each be used to control a different motion for driving the wheelchair or even a separate device, in reality one shouldn't expect 'unlimited thought control' with current consumer-grade technology. Now that said there have been some incredible advances in the field of BCI research (including a paradigm which allows six-direction detection for fully 3D cursor control) but the physical location of the sensors has to be precise (specifically C3, Cz, and C4 according to the 10-20 system, check Wikipedia for details) and the layout of the Emotiv and Neurosky EEG headsets simply do not provide electrodes in those locations. This is a very exciting field of technology which is advancing quickly, but for the moment we feel it is very important to make sure expectations are being set which match the true current state of the art. Cheers Steve Castellotti. Did you watch the vid?
You can do as many commands as your computer/microprocessor can store and handle. Or as many as you can imagine. 'fire slingshot' 'cook meal' 'dig' You would just need to teach the program how you think each thing by example and then program the bot/buggy/whatever to do what that command implies, such as digging a hole. You could probably take an exoskeleton (such as Ironman) and teach it what you think for pretending each muscle movement on your body.
I'm kind of doubtful that you just happen to have just one sitting around though- 'Oh yea, I got one in 03 for Easter!' You don't need the Emotiv system for that, just a programming language. So you theoretically, could, yes, although that would be kind of unnecessary. (or do you mean to use an imaginary keyboard?
In that case, you could just, 'theoretically', teach it what you think when you picture 'A' or ' or 'ζ' (zeta) or 'Д' (de) or '那' (nà) or whatever language you speak. But why do that, when you can just imagine going forward, shooting or whatever. I don't really play it, but I can imagine that it would be pretty BA in COD and FPSs).
Hello there, I managed the EEG side of this project. We did use a 'research' version of the Emotiv headset (one step above the 'developer') but because we only used the Emotiv Control Panel and EmoKey utilities to interface with our own software there's no reason why you couldn't reproduce our results with just the $299 'consumer' headset.
Incidentally, if you only wanted to control forward movement, you could get away with a NeuroSky MindWave which retails for $99 as there is also support for this hardware in Puzzlebox Brainstorms. The latest release allows 'blink control' to select which direction a robot might be steered so we could do something similar for the wheelchair - that is to say, mental concentration would move the wheelchair forward, and blinking several times in a row rapidly would cycle the 'forward' direction between left, right, or reverse. If you want finer levels of control however (it is difficult to start and stop 'concentrating' on demand) you will probably want to stick with the Emotiv headset. Cheers Steve Castellott. You can find source code for Puzzlebox Brainstorms talking to our wheelchair's controller in the following two files: Our code was specific to our controller, but a similar technique to the one we used might be possible for you.
I couldn't really say in more detail without knowing the specifics of your hardware. EmoKey is a program included by Emotiv with their EEG headset, or can be downloaded for free as part their 'SDK Lite' package. It will you to declare a direction or detection you want to look for (such as 'Left') and assign that to a keyboard keystroke (such as the Left Arrow key). A good way to test EmoKey is to assign letters of the alphabet to each direction and then load and place Notepad in the foreground. It should print out keys when they are detected.
You can use 'w' 'a' 's' and 'd' to mean 'Forward' 'Left' 'Backwards' and 'Right' and those keys will work with Brainstorms as well. Finally that said Puzzlebox is preparing to release an updated version of Puzzlebox Synapse which supports the Emotiv headset and eventually you will be able match detections there directly. Cheers Steve Castellotti.
There are many ways to control a wheelchair from eeg electrodes. If you are designing your own electrodes, you will also need to design software which interprets the signals from the electrodes. The software from Emotiv is very good at finding patterns in brain signals. If you are not using their software, you will have a big technical challenge to duplicate their work.
It may be easier to use their hardware. I do not know if the Emotiv software works with other hardware. Do you have anything specific in mind/.
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The export process priority 3. Display recorded DV date and time stamp • © 2017 Exsate Software. All rights reserved. All trademarks are the sole property of their respective owners.
SanDisk Extreme SDHC and SDXC UHS-I memory cards offer enough speed, capacity, and durability to meet the demands of advanced photographers and passionate shutterbugs alike. Ideal for use with advanced cameras and HD camcorders, this card offers data speeds up to eight times faster than an ordinary memory card, ensuring you'll never.more SanDisk Extreme SDHC and SDXC UHS-I memory cards offer enough speed, capacity, and durability to meet the demands of advanced photographers and passionate shutterbugs alike. Ideal for use with advanced cameras and HD camcorders, this card offers data speeds up to eight times faster than an ordinary memory card, ensuring you'll never miss the moment.Less. BE REWARDED AND SUPPORTED Simply add ‘Gold Service Extras’ to your cart with a product. Gold Service Extras Concierge Gold Service Extras provides ongoing service with lots of extra benefits to make life easier and more rewarding for you. When you add Concierge Gold Services Extras to your purchase you get: • Dedicated Concierge service that’s just a call away to assist you with repairs, replacements and claims, including those related to the normal wear and tear of your purchase.
• Access to exclusive Concierge Rewards you can use to save on everyday expenses like groceries and petrol or fun things like travel, entertainment and dining across Australia. • Lots of extras including multiple store credits for savings at The Good Guys, service credits for savings on other Concierge Service & Support purchases, up to $100 Price Shield store credit if our price drops within 30 days, 30 days unlimited Tech Support for help with using your technology and so much more! *See full Terms and Conditions for details. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a Major Failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a Major Failure. Under the Australian Consumer Law, these rights apply regardless of Your participation in this Concierge Gold Service Extras, commencing from the date You purchase the product and extend for a ‘reasonable period’.
What is a “reasonable period” will depend on all of the relevant circumstances set out in the Australian Consumer Law, including the price of the Product, how it is Used and its nature. In addition, You may also be entitled to have the Product repaired or replaced under the terms of a voluntary Manufacturer’s Warranty.
Information on the Manufacturer’s Warranty is contained in the relevant Product packaging or available from store staff. Certain benefits You receive under Your Concierge Gold Service Extras are already available to You under Australian Consumer Law. Some of these benefits include the right to reimbursement of reasonable extra costs or loss You can show resulted from a faulty product.
The Concierge Gold Service Extras does not seek to reduce, qualify or limit those rights in any way but to make enforcement or recovery of these costs simpler and less stressful for You. The benefits under the Concierge Gold Service Extras for which You pay are intended to be those benefits which are additional to rights and remedies already available under the Australian Consumer Law and any other law that applies to the goods and services that You purchase from Us. Concierge Gold Service Extras does not change or remove any rights that the Australian Consumer Law or a Manufacturer’s Warranty may give You, but seeks to give You further benefits, certainty of outcome and to extend or strengthen what You may otherwise have. You are only paying for the rights and benefits that are additional to the rights You have under the Australian Consumer Law. 1.3 Modifications to Terms and Conditions The Good Guys may change the benefits received and terms and conditions of Concierge Gold Service Extras from time to time upon reasonable prior notice.
Upon any change in the benefits or terms and conditions, The Good Guys will notify You directly or by updating the terms and conditions on its website located at www.thegoodguys.com.au. The Good Guys reserves the right to modify or discontinue Concierge Gold Service Extras as long as it provides compensation up to the value of the unused, modified or discontinued service, except in the case of benefits described as any type of Store Credit. Business Days means a day not being a Saturday or Sunday or a public holiday in Australia. Concierge Team means a dedicated call centre service operated by Us which is accessible by calling 1300 765 988 Monday to Saturday (9am -6pm AEST). Concierge Gold Service Extras means the benefits and priority service applicable to Your Product as detailed in these Terms and Conditions. Concierge Rewards refers to the rewards provided by The Good Guys which are at all times subject to the Concierge Rewards Terms and Conditions.
Essential Appliance refers to: a television, washing machine, dishwasher, split system air conditioner, oven, and cooktop. Larger Items means televisions with a screen size of forty inch (40”) and above, washing machines, dryers, fridges, freezers, dishwashers and cooking appliances (including wall ovens, under bench ovens, freestanding ovens, cooktops, rangehoods and integrated microwaves). Major Failure has the meaning given in the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth), see sections 260 and 268. Manufacturer’s Warranty means the voluntary warranty (if any) for parts and/or labour provided by the manufacturer of the Product. Mechanical or Electrical Failure means a sudden and unforeseen breakdown of the Product arising from a mechanical or electrical fault including any failure arising from Wear and Tear (excluding a gradual reduction of the operating performance of the product), but not including those listed in section 6.1 under the heading ‘Excluded faults’.
Original Purchase Price means the amount paid by You to The Good Guys to purchase the Product, as recorded on the original purchase receipt and/or tax invoice for Your Product.. Original Purchase Price means the amount paid by You to The Good Guys to purchase the Product, as recorded on the original purchase receipt and/or tax invoice for Your Product.. Product means any electrical or battery operated appliance that You purchase from The Good Guys as described in the original purchase receipt and/or tax invoice for the product. Tech Support means the assistance to users of technology products provided and administered by SMSe Technologies over the phone. Techzone Products are laptops, PCs, printers, tablet computers, GPS navigation devices, cameras, computer accessories, phones, TVs, DVDs, Blu-rays, audio, audio accessories, electronic health and fitness trackers, eReaders, and other similar technology based Products that We reasonably consider to be a Techzone Product for the purposes of Tech Support. The Good Guys means the owner of The Good Guys store from which the Product was purchased and any additional party referred to on Your original purchase receipt and/or tax invoice. Third Party Service Provider means any replacement or other Third Party Service Provider appointed to provide the Third Party Services.
Third Party Service means the provision of the Concierge Rewards; Tech Support and all other support services which may be required to administer the Concierge Gold Service Extras including those that may be added from time to time. Verified Fault is where an authorised repairer has assessed the Product and concluded that there is a manufacturing/product fault. We, Us, Our refers to The Good Guys or any authorised agent of The Good Guys whose name appears on the receipt and/or tax invoice for Your Product and Your Concierge Gold Service Extras. You, Your, or Yours means the person or persons named as the purchaser on the original purchase receipt and/or tax invoice for Your Product and Your Concierge Gold Service Extras. You can add Concierge Gold Service Extras whenever You purchase most products from The Good Guys, or within 14 days of Your purchase.
By purchasing Concierge Gold Service Extras, You can receive personalised Concierge service from the day You purchase Your product. The Concierge Team can assist You with product repairs, replacements and reimbursements. You’ll also receive Store Credits, have the option to claim The Good Guys Price Shield, receive Tech Support, Concierge Rewards, and more. You have Your own, exclusive Concierge Team available Monday to Saturday 9am-6pm (AEST) to assist You with any enquiries or claims.
All You need to do is call 1300 765 988 and the Concierge Team will take care of everything for You. You decide how long Concierge Gold Service Extras’ last When You purchase Your product, You can add Concierge Gold Service Extras for 3 years for tech products and products valued at $500 or less, 7 years for split system air conditioners, and 3 or 5 years for all other eligible products. THE FULL CONCIERGE GOLD SERVICE EXTRAS Your Concierge Gold Service Extras offers a range of exclusive benefits for both Your product and You. If a product You have purchased drops in price at The Good Guys by $5.00 or more within 30 days of Your purchase, You can receive the price difference (up to $100) back by redemption as a store credit. This is available in addition to The Good Guys 30 Day Price Guarantee for nominated competitors.
To be eligible for a Concierge Price Shield claim, You must have purchased a product with Concierge and lodge an online claim within 30 days of your purchase date. Evidence of The Good Guys lower advertised price must also be provided. Your purchase must be paid in full and delivered and applies to personal shoppers only. Limit one claim per product.
Eligible claims will receive back the price difference as a store credit via SMS within two Business Days. Claimable Price difference is capped at $100 store credit. Some claims may be rounded up to the nearest dollar.
A valid mobile number must be supplied on the online claim form. The store credit will be valid for 7 days from the date of issue. Store credits cannot be exchanged for cash.
Store Credits cannot be used to purchase gift cards, epay and iTunes cards, and excludes Apple, AEG, ASKO, Miele, Neff, Bertazzoni, La Germania, Fisher & Paykel BBQs, Falcon, and other agency brands. Claims can only be submitted online at www.thegoodguys.com.au and are not available in store. Price Shield excludes The Good Guys pricing from 22 December to 1 January (inclusive), advertising errors or misprints, verbally negotiated prices, cash backs and discounts offered by a supplier or another third party, bonus offers, limited or minimum quantity offers, clearance and The Good Guys eBay Outlet. The terms and conditions of Our “Concierge Price Shield” are subject to change without notice. For each twelve months from the date of your purchase, a $20 store credit for The Good Guys will be sent to You three times each year until Your Concierge Gold Service Extras expires. You can only receive Your store credit via SMS to a valid mobile number provided to Concierge. You must provide a valid mobile number to receive store credits.
Your Store Credit can be redeemed either online or at any of The Good Guys stores across Australia, by the expiry date specified in the SMS. For customers who purchase multiple Gold Service Extras, a maximum of nine $20 store credits will be issued in any 12 month period from date of purchase. No additional store credit entitlement is earned for holding four or more Concierge Gold Service Extras at any one time. Each store credit will have a dated period of validity, generally four days.
$20 store credits can only be used on the ticket price of products, no further discounts apply. Each Store Credit is unique and can only be redeemed once.
$20 store credit offers cannot be used in conjunction with any other store credit offers. Store credits cannot be exchanged for cash.
Store Credits cannot be used to purchase gift cards, epay and iTunes cards, and excludes Apple, AEG, ASKO, Miele, Neff, Bertazzoni, La Germania, Fisher & Paykel BBQs, Falcon and other agency brands. The Terms and Conditions of Concierge $20 store credits are subject to change without notice; including individual outlets where the credits can be redeemed and whether a minimum spend is required before their use. You can receive a $20 Concierge Service Credit to put towards any Concierge service, such as Home Installation for a new product in Your home.
Simply call the Concierge Team when You are ready to use Your Service Credit and the Concierge Team will make all the arrangements for You. You are entitled to one Concierge Service Credit per registered mobile number (customer). Each $20 Concierge Service Credit will have a dated period of validity.
A maximum of one credit per service; not to be used in conjunction with other offers. Store Service Credits cannot be exchanged for cash.
Store Service Credits can only be used for individual services published on the Concierge Home Installation portal at www.thegoodguys.com.au/concierge The Terms and Conditions of the Concierge $20 Service Credit are subject to change without notice; including individual outlets where the credits can be redeemed and whether a minimum spend is required before their use. You can receive a $20 credit to put specifically towards a Concierge split system Premium Air Conditioner Cleaning Service, which we recommend for split system air conditioners every twelve months. Simply call the Concierge Team when you’re ready to use Your credit and Concierge will make all the arrangements for You.
You’re entitled to one Air Conditioner Cleaning credit per Gold Service Extras per registered mobile number (customer). NOTE: Some areas may not be serviced. In these cases this benefit is void if the address for the service cannot be serviced by an approved Concierge split system Premium Air Conditioner Cleaning Agent. Each $20 Concierge split system Premium Air Conditioner Cleaning Service Credit will have a dated period of validity. A maximum of one credit per service; not to be used in conjunction with other offers.
These particular Credits cannot be exchanged for cash. These particular Credits can only be used for individual households. Areas serviced are published on the Concierge Home Installation portal. You are entitled to 30 days best effort unlimited Tech Support over the phone for help with setting up and using Your technology from the date You purchase Concierge Gold Service Extras. This is available to You on new products or something You already own, no matter where You purchased it.
You can access this benefit by calling the Concierge Line on 1300 765 988 Monday to Saturday 9am–6pm (AEST). The Concierge Tech Team can help You connect Your devices using Bluetooth, set up Skype on Your laptop or tablet, create a new email account, and set Your wireless printer to print photos straight from Your phone using an app. They can also help You install an app on Your phone or tablet, like a TV remote app so You can use Your phone or tablet to control Your TV.
Exclusions on Tech Support: The advice You will receive will be based on the latest technical knowledge available at the time. Operating systems older than Windows 7 are excluded. Concierge Gold Service Extras Tech Support has other certain limitations, restrictions, and exclusions. These include but are not limited to the following. Some Technical Support may require that The Good Guys access your computer. If The Good Guys or a Third Party Service Provider is required to access Your computer in the course of providing the assistance to You, The Good Guys or a Third Party Service Provider will not be responsible or liable under any circumstances whatsoever for any loss or corruption of the data stored on Your computer howsoever caused so we strongly advise that You backup Your data before the service is performed. Please be aware that where the Product is capable of retaining Usergenerated data, this may be lost during a repair process.
We accept no liability for any loss of data during repair. Again we recommend that You back up Your data prior to any repair. Data may be stored in files and folders on appliances such as Your computer, telephone contacts in Your mobile telephone, songs and other media stored on portable recordable devices and games saved on consoles. The Good Guys or a Third Party Service Provider will not back up any data on Your computer in the course of providing the service. Where remote access is requested or used, a broadband or faster internet connection will be required; if not available, remote assistance will not be accessible to You.
You are responsible for all data and time usage on Your internet connection during the course of remote assistance. For software installations, The Good Guys or a Third Party Service Provider may accept End User License Agreements (EULAs) on Your behalf and You irrevocably authorise The Good Guys and/or its agents to accept any relevant (EULAs) on Your behalf. Copies of EULAs are available upon request. Software installations do not include software setup, or configuration, smart TV set-up, other than wifi setup. Training on software will be limited to specific software suites.
The Good Guys strongly recommends having an internet security program running on Your computer. This Technical Support will be provided by SMSe Technologies, on behalf of The Good Guys. If Your product is valued at $500 or less and it’s faulty, Your product will be replaced so You don’t have to wait for it to be repaired.
Simply call the Concierge Team and if You have a small appliance; you’ll be given a claim number to take to The Good Guys store nearest You, along with Your faulty product so the fault can be verified and You can take home an equivalent product replacement. If You have a large appliance, the Concierge Team will arrange for an Authorised Service Agent to complete an in home assessment to verify the fault prior to any equivalent replacement product being offered. This is subject to the Excluded Faults Clause under 6.1 in this Terms and Conditions. How Simple Replacement Works If Your Product purchased with the Concierge Gold Service Extras is valued at $500 or less and is deemed faulty, we will replace the faulty appliance with an equivalent product of equal or lesser value than Your original purchase. For Small Appliances the Concierge Team will provide You with a claim number to take to The Good Guys store of Your choosing with Your small appliance. The fault will be verified by one of Our team.
Upon verification of the fault, an equivalent replacement item will be issued as per Clause 5.3.1 ‘Repair and Replacement terms’ in this Terms and Conditions. For Large Appliances the Concierge Team will arrange for an Authorised Service Agent to complete an in home assessment of the faulty appliance to verify the fault.
Once the fault has been verified, the Concierge Team will provide You with a claim number to The Good Guys store of your choosing, where an equivalent replacement product will be issued as per Clause 5.3.1 ‘Repair and Replacement terms’ in these Terms and Conditions. In some circumstances, you may prefer to have your product repaired rather than replaced. If this is the case, by mutual agreement, we may offer You this option if possible. In cases where you just change your mind. If Your purchase doesn’t meet Your expectations when you get it home because it doesn’t physically fit in the space intended, or doesn’t meet your needs based on reasonable assumptions, call the Concierge Team and request that the product be replaced or exchanged with a similar product. This offer is made on the basis that: • You purchased the Product for $500 or less.
• You purchased the Product within the last 30 days. • You return all Product contents to The Good Guys including any accessories and packaging originally supplied with the product. • The Product is not mechanically or cosmetically damaged in any way.
• Your exchange request relates to the Product’s size and suitability. We will not grant an exchange request if you change your mind about the colour or finish. • You return the Products to The Good Guys store from where it was purchased (or shipped from in the case of online orders). The Concierge Team will assess the request and if a replacement product is approved, organise the replacement and store authorisation. The Good Guys will not pay any transport charges for the return of goods You are seeking to exchange or for the removal or reinstallation of goods You are seeking to exchange. If You decide to exchange Your product for a cheaper appliance, You will receive the price difference as a store credit from The Good Guys, not in cash. Every time You purchase Concierge Gold Service Extras You will be entitled to receive Concierge Rewards, which You can redeem on a range of products, offers and discounts.
To be eligible to claim Concierge Rewards please provide a valid email address and a valid mobile telephone number to The Good Guys when You add Concierge Gold Service Extras to Your purchase. Concierge Rewards come in the form of boxes, which You can unlock with each purchase of Concierge Gold Service Extras. You have 12 months to access Your Concierge Rewards Boxes from Your date of purchase.
You can add more Rewards Boxes by purchasing additional Gold Service Extras from The Good Guys. Each set of Rewards Boxes will expire 12 months from the purchase date. While Your Boxes will expire, Your Concierge Rewards account will remain accessible.
To take advantage of Your Rewards and unlock additional Boxes, simply purchase Concierge Gold Service Extras in store or online. Full terms and conditions for each individual reward are available online or You can contact the Concierge Team on 1300 765 988, Monday to Saturday 9am-6pm AEST. The Terms and Conditions of Our “Concierge Rewards” are subject to change without notice.
These rewards can only be claimed by the person registered as the product purchaser at the time of purchase in store or online at The Good Guys. Further information about Concierge Rewards can be found. 4.5.1 Large Products For Large Products, the Concierge Team will contact an Authorised Service Agent on Your behalf and arrange an assessment and repair of Your product. The Authorised Service Agent will contact You to confirm an appointment time that is convenient without You needing to leave home. The Concierge Team will work with You and the Authorised Service Agent to ensure Your assessment or repair has been completed in a timely manner and You are satisfied with the results. 4.5.2 Small Products For Small products, The Concierge Team will contact an Authorised Service Agent on Your behalf and arrange an assessment and repair of Your product. We may ask You to take Your product to an Authorised Service Agent or store close to Your home so we can ensure the fastest repair possible.
Please let us know if You are unable to take Your product to a local repairer and The Concierge Team will work with You to make alternative arrangements. The Concierge Team will work with You and the Authorised Service Agent to ensure Your assessment or repair is completed in a timely manner and You are satisfied with the results. (b) If We decide the Product is unable to be repaired or uneconomical to do so, replace the Product with a Product of the same or similar make and technical specification as determined by Us that does not exceed the Original Purchase Price. 5.3.2 Repair Terms Repairs and/or costs associated with repairs to Your Product will be at no cost to You provided they are not otherwise excluded as noted in Section 6.2 below.
We will repair or replace the Product or relevant parts with the same or equivalent Product or parts. If the manufacturer or their agents only offer a refurbished part or product swap facility, We may replace the Product with a refurbished product of the same type, rather than repairing it. For the purposes of this Concierge Gold Service Extras, the replacement in this instance will be deemed a repair. Refurbished parts may be Used to repair the product. 5.3.3 Replacement Terms Determining the most appropriate like for like replacement will be at our discretion and the replacement product We supply may have a lower selling price and is not limited to the original manufacturer of Your Product. Where We have replaced the Product with a like for like replacement, Your Concierge Gold Service Extras will continue (continuous cover) on the replacement product for the fixed term You have purchased, from the original purchase date.
Where We are unable to provide an equivalent replacement product, We may provide a store credit that You can use to select a similar product, up to the value of the original Product purchased. If this is the case, the following applies. (c) If you choose to select a product that is not in the same category as the original Product purchased, or choose to have the replacement value paid out in the form of a store credit, your Gold Services Extras will cease. Where We have replaced the Product, the faulty Product or parts replaced become Our property. You may dispose of the Product if We agree and it is in Your possession. 5.3.4 Repair Guarantee If the repair of Your Product is not completed within thirty (30) days from the date We first inspect it, subject to You being available for any appointment reasonably proposed by our Authorised Service Agent or the date We receive Your Product (if it was couriered to Us), We will, upon Your request replace Your Product in accordance with section 5.3.1 under the heading ‘Repair and Replacement Terms’. 5.3.5 Worldwide Travel Cover If Your Product suffers a Mechanical or Electrical Failure while in Your possession and while You are out of Australia, You will be required to pay for the repair Yourself, and claim from Us upon return a reimbursement of up to AUD $250 of the repair costs.
You must notify and provide Us with an itemised invoice within fourteen (14) days of Your return to Australia as well as proof of travel (flight itinerary or booking confirmation). We will reimburse You as soon as practicable after receiving a valid invoice. You are eligible for a maximum of one (1) worldwide travel cover claim per year.
5.3.6 No Lemon Guarantee If a product has a recurring fault which requires repairing more than three (3) times as a result of Mechanical or Electrical Failure, the Product will be replaced with an equivalent product on the subsequent visit after an assessment has been made at Your request, notwithstanding section 5.3.1 under the heading ‘Repair and Replacement Terms’. 5.3.7 Reimbursement for Specific Product Failures The Concierge Team will make arrangements for Your product to be repaired. If Your product is faulty and classified as an Essential Appliance and the Concierge repair network can’t fix the problem within 10 days, You’ll receive a $100 allowance as an eftpos card. If Your fridge or freezer breaks down, notify the Concierge Team and You will receive a $100 eftpos card for food spoilage. No waiting period applies when making a claim for food spoilage and You will not be required to provide any receipts. 5.3.8 In-home Repair for Larger Items For products which are larger Items, in most cases any repairs under Concierge Gold Service Extras will, where possible, be undertaken in Your home if those repairs can be carried out effectively and safely (as determined reasonably by Us).
If repairs are required to be undertaken at an approved repairer’s premises, We will bear all cost to remove and re-install and to transport the product to and from those premises for Larger Items. 5.3.9 Courier Costs If Your Product is serviced by Concierge Gold Service Extras and requires repair and We request the product be sent to Our repairer, We will pay for the cost to courier or freight the product, excluding any barge or ferry costs, from Your home to Our approved repairer, and from Our approved repairer back to Your home. 5.3.10 Approved Repairers With Your current Concierge Gold Service Extras purchase, You will have access to Our approved Repair Network. This means that while Your current purchased Product is already covered, You will also have access to Our Repair Network for any existing Larger Items in Your home.
It doesn’t matter how old they are or where You purchased them. With these items We will provide details of an approved and reliable Third Party Service Provider to You, where the call out and repair costs will be at Your expense. 5.3.11 Wear and Tear Coverage If Your Product breaks down due to Wear and Tear arising from normal Use of the product, then Concierge will repair or replace Your Product as in section 5.3.1.
A breakdown caused by Wear and Tear is one that is not the result of any external influence (i.e: physical impact or water damage). 5.3.12 All Work Guaranteed All repairs organised through Concierge are carried out by approved Authorised Service Agents. In the event that Your product is repaired, the repairer will provide a workmanship guarantee valid for a minimum of 3 months.
(iv) Faults where the Product is operating within the normal range of the manufacturer’s performance specifications, for instance specifications in relation to abnormal pixel operation, standard brightness reduction or fan noise. 6.4 Refusal of Claims We may refuse service under Concierge Gold Service Extras, or reduce the benefits available to You, if, in Our reasonable opinion, You make any misrepresentation or commit any fraudulent or dishonest act or omission in connection with a service request. We may also refuse service where an exclusion applies, if You do not comply with a material term of Concierge Gold Service Extras, or in accordance with our rights as set out in section 6.7 under the heading ‘Cancellation of this Concierge Gold Service Extras by Us’. 6.5 Transfer You can transfer Your Concierge Gold Service Extras to a new owner of the product at no cost to You. To arrange a transfer, please call the Concierge Team. The Transfer entitlement excludes all reward benefits.
Reward benefits can only remain with the registered Purchaser name given at the time of the Product purchase. 6.6 Cancellation of this Concierge Gold Service Extras by You If You decide for any reason that You would like to cancel Your Concierge Gold Service Extras, the following conditions apply. (b) No refund is payable (without limitation to Your rights under the Australian Consumer Law) if You obtain service under Gold Service Extras within thirty (30) days after the date of purchase or if You cancel more than thirty (30) days after the date of purchase.
6.7 Cancellation of this Concierge Gold Service Extras by Us We have the right to cancel Your Concierge Gold Service Extras if You commit a material breach of any of these Concierge Gold Service Extras terms and conditions, You have given any false information to Us when seeking service or otherwise, or for any other reason allowable by law. We will provide You with reasonable notice of the cancellation. 7.1 Privacy The Good Guys have engaged various Third Party Service Providers to assist in the performance and management of its obligations under this Concierge Gold Service Extras and for this purpose You consent to The Good Guys providing those agents with Your contact details and information about the Product. You consent to all of the uses and disclosures of Your contact details and information described in The Good Guys Privacy Policy which can be accessed at The Good Guys may use and disclose information about You to its insurers, its claims managers, its repairers and its other Third Party Service Providers (including to any person situated outside Australia) for the purpose of.
(d) Offering new products and services related to the Concierge Gold Service Extras to You. Service Extras period; and Service Extras; You consent to these parties contacting You or a new owner of the Product You purchased, including sending email, SMS, mail or making contact by telephone, for the purposes set out in section 7.1 under the heading ‘Privacy’. You confirm You have the necessary authority to provide the information and to give these consents. 7.2 Law and Jurisdiction This Concierge Gold Service Extras is subject to the laws of the State or Territory in Australia where it was purchased.
7.3 Notices Any notice We give You will be in writing and will be effective from the time of: • Delivery to You personally; or • Postage to Your address last known to Us. It is important You notify Us of any change to Your address as soon as possible. 7.4 How to Contact Us You can contact Us by calling Concierge on 1300 765 988, Monday to Saturday, 9am–6pm (AEST), by email at concierge@thegoodguys.com.au or by writing to Us at The Good Guys Concierge PO Box 238, Melbourne VIC 3205. For assistance contact the Concierge Team concierge@thegoodguys.com.au Concierge is here to help when you need assistance. 1300 765 988 Monday to Saturday 9am–6pm AEST. What is Premium delivery? Premium delivery is The Good Guys upgraded delivery service.
The Good Guys will deliver the product you have purchased into your home, unpack it from the box, then take away all packaging for you as well as removing your old product. Premium delivery is available for large kitchen appliances, laundry appliances, air conditioners, desktop computers and selected small household appliances. Premium delivery is not available for televisions, entertainment units, portable appliances, technology products and accessories. Standard charges apply for single storey dwellings, additional charges may apply for dwellings with stairs. If you have purchased Premium delivery and would like your old product to be taken away, it must be fully disconnected or uninstalled and be readily available for easy removal upon delivery of your new product. Please note that installations are not included as part of the delivery price.
Please to refer to our concierge web page for more information.