Neptun Wave Fall 2023

4 September - 2 October

Visit Us at:

explora 2023 x Projekt Neptun support - 23 September
All Demo Days

Neptun Wave Fall 2023

4 September - 2 October

Apple Support

Purchase before the Fall wave 2016:

The purchase was made directly from Apple. For general questions after purchase, you can reach Apple Sales Support at 0800 801 078.

Purchase in the Fall wave of 2016 or later:

The purchase was made through DQ Solutions. The proof of purchase / warranty certificate was physically delivered to you with the device after purchase. To obtain a copy of the proof of purchase / warranty certificate, you can contact this e-mail.

For general questions after the purchase, you can contact DQ Solutions via e-mail or by phone, 058 225 52 77.

Here you can find our first help page for problems with Apple laptops: First Aid for Mac

Here you can find the Apple support page for iPads: iPad Support

Find the serial number

Check warranty status with Apple

Attention: If you have purchased a warranty extension from DQ Solutions (DQ CarePlan) or if it is a warranty case (2nd warranty year via the dealer DQ Solutions), this does not appear in the Apple warranty check. In these cases, contact DQ Solutions and check your purchase receipt for the date of purchase and for how long your DQ CarePlan is still valid.

Warranty information

90 days of extended startup support:

The manufacturer's warranty for Apple devices is 1 year starting from the date of purchase. In addition, the 2-year legal warranty obligation of the dealer applies in Switzerland. In the 2nd year after purchase, the device is therefore covered by the warranty obligation through DQ Solutions.

The recommended MacBook configurations from Projekt Neptun already include a 3rd year of warranty via a DQ Solutions CarePlan.

The manufacturer's warranty (1st year) can be claimed directly from Apple and all official Apple Service Partners. For claims under the warranty obligation (2nd year) and for devices that are equipped with a DQ CarePlan, DQ Solutions should always be contacted.

Here you can find the warranty conditions of Apple.
Here you can find the terms and conditions of DQ Solutions.

DQ-Solutions CarePlan are inexpensive warranty extensions for up to 5 years at DQ-Soutions (Switzerland).

With Apple Care+, the internationally valid Apple manufacturer warranty can be extended and extended with accident protection:

Hardware Damage

Defect on delivery - DoA (Dead-on-Arrival)

DoA cases must be reported immediately to DQ Solutions.

This can be done by calling 044 745 77 55 or directly at a DQ Solutions store.

Report hardware defect

To report a problem, either visit a DQ Solutions branch or contact DQ Solutions telephone support at 044 745 77 66.

If a problem occurs abroad or in a region not covered by DQ Solutions and the device is no longer covered by the one-year Apple manufacturer warranty or AppleCare+, DQ Solutions must be contacted (e-mail / phone: +41 44 745 77 66).
Thus, in consultation with DQ Solutions, a repair can be made at a local Apple service provider, which will be reimbursed by DQ Solutions. In this case, the repair will be carried out at your own expense at a local authorized Apple service provider and the costs will be reimbursed to DQ Solutions after sending in the invoice. It is mandatory that the serial number of the device is noted on the invoice.

If you have any questions about the warranty process, please contact us and we will be happy to help you.

If a problem occurs during Apple's One-Year Limited Warranty or if the device is covered by an AppleCare+ extended warranty, you may contact Apple Support, an Apple Retail Store, or an Apple Authorized Service Provider directly.

If a problem occurs outside of Apple's warranty, but warranty or guarantee claims still exist through DQ Solutions, DQ Solutions must be contacted. (Even if the device is located abroad in the meantime).

If you have any questions about the warranty process, please contact us and we will be happy to help you.

General support

If you have problems with your Neptun laptop, you can send us a problem description, we will contact you within 24h during the week:

Projekt Neptun Support

If we can't solve the problem via email, you will get a personal appointment at one of our Help Points during the respective opening hours.

Visit our Showroom

You can check out all the laptops on offer in the showroom. Just drop by on one of the following dates:

Sep 28, 2023, 14:00 - 18:00

Oct 2, 2023, 14:00 - 18:00

We are hiring!

We are looking for a working student as a deputy support coordinator. Your workload is 50-60% and you will work closely with our support coordinator. More details about the position can be found here. Apply now or share the job description with your friends.

11. 8. 2023

Order Information

You can track the order status of your laptop in our distribution partner's customer account. For HP and Lenovo you can access your customer account here. Apple orders can be tracked here. Samsung orders can be viewed in your customer account on the Samsung website.

19. 9. 2022

Help Point : Please book an appointment

Our support staff at the Help Points ETHZ, Bern vonRoll, UNIBAS and UNILU are there for you. If you need technical support, contact us via email to make an appointment.

30. 9. 2020
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