Neptun Wave Fall 2020

31 August - 28 September

Neptun Wave Fall 2020

31 August - 28 September

General questions after purchase

If you purchased your device before Fall 2016, you purchased it directly from Apple. For general after-sales questions, call Apple Sales Support at 0800 801 078 Find more information on pixel anomalies in LCD displays here.

If you purchased your device in Fall Wave 2016 or later, the purchase was processed through DQ Solutions AG. For general questions after the purchase, please contact DQ Solutions AG via e-mail or phone 058 225 52 77.

Warranty conditions

The standard warranty for Apple devices is 1 year from the date of purchase. In addition, the 2-year statutory warranty applies in Switzerland. Apple provides 90 days free phone support on all devices (valid from date of purchase).

The third year of warranty is optional and can be purchased with the device.

For Apple laptops, this is AppleCare+. The validity of the Apple warranty can be checked with the Online Service Assistant.

For DQ Solutions this is CarePlan. This warranty extension is included with the recommended Neptun configurations. 

Hardware damage

Report Dead-on-Arrival (DoA - new unit defective on delivery)

Device is defective upon receipt - DoA cases must be reported immediately to DQ Solutions AG. This can be done under the telephone number 044 745 77 55 or directly in a DQ Solutions AG branch

Report hardware defect (without DoA cases - see above)

For all purchases prior to Neptun Autumn Window 2016: If your device is defective and still under warranty, you can contact Apple Support at 0800 00 1853 or online. You will need the device's order and serial number. Delivery note date (courier) is the start of the respective period. The Apple warranty is valid worldwide and can be obtained from any Apple Authorized Service Provider.

For technical support on devices purchased in Neptun Autumn Window 2016 and later, you can contact Apple or DQ Solutions AG, or any Apple service provider worldwide, in the first year after purchase.

At DQ Solutions AG, support cases can be registered directly on the phone 044 745 77 55 or in person at a branch

In the second year after purchase, technical support is handled exclusively through the retailer where you purchased the device or an Apple Authorized Service Provider: You can either contact a DQ Solutions AG branch directly or by phone on 044 745 77 55 with the invoice receipt (warranty certificate) of your device. Alternatively, you can contact another Apple Authorized Service Provider in Switzerland or worldwide for warranty repairs on devices purchased elsewhere.

For warranty issues in the third year, or the following years after purchase, you can contact DQ Solutions if you have purchased a CarePlan. Alternatively, you can contact any Apple Authorised Service Provider worldwide. 

Please note that the warranty claim must be discussed and approved in advance with DQ Solutions. Initially, service will be provided at your own expense by an Apple Authorised Service Provider. The costs will be refunded after sending the invoice to DQ Solutions AG. The serial number of the device must be noted on the invoice. 

If you have purchased AppleCare+ Extended Warranty with your device, you can contact Apple directly. 

If you have any questions regarding warranty claims, please contact us and we will be happy to help you.

Apple Support Links


Support is available

We can still offer most support services via remote support. For emergencies that cannot be solved remotely, our Help Point at ETH Zurich is still open. In both cases, advance reservation by e-mail is mandatory.


17. 3. 2020

Projekt Neptun Account

You don't need a user account at Projekt Neptun to order. Why an account will be useful in the future is explained in this blog article.

2. 9. 2019