Parts Warranty
Most items have a period when the manufacturer coves manufacturing defects with a parts warranty. Often these items do not have an associated labor warranty. They can also have associated freight and handling costs. This means many items “under warranty” will incur costs (e.g. Labor, freight & handling) required to be paid by the owners during the parts warranty period.
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Labor Warranty
Many complete items of equipment are sold with a manufacturer’s labor warranty to compliment the parts warranty. This generally means that the time required to repair the item by technicians is not charged to the owner, and is paid for by the manufacturer. Most labor warranty only covers hardware. This means that any work done in downloading, loading, configuring, testing and troubleshooting software and recovering data is at the owner’s expense.
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On-Site Warranty
Some equipment is covered by on-site warranty. This generally means that the manufacturer will cover the cost of freighting the unit to and from the local repair centre. The region in which this cover exists is usually specified. The owner is normally expected to organize appropriate packing (Original Packaging) to protect the unit during transport. In some cases a technician may travel to the site once to affect repairs. Should an on-site repair request occur and the work is not covered by the manufacturers warranty e.g. Software issue, no fault found, non-warranty damage, etc., then the owner will cover the costs of freight and/or technicians travel costs and time charges.
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Software
Software and software related issues are not covered by warranty. The owner is responsible for any costs related to repairs involving software downloading, loading, configuring, testing, troubleshooting, training and data recovery.
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Non – Warranty Repairs
Damage not caused by manufacturing defects, such as physical abuse (e.g. Dropping), Electricity supply (er. Surges), software (er. Virus) are not covered by the manufacturer’s warranty.
Insurance arranged by the owner may cover the cost of these repairs.
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Freight and Handling Charges
Some vendors require the affected parts to be sent to them for repair and/or replacement. Often they charge for “no fault found”. Any handling and freight costs associated with the return of the parts to and from the vendor are the responsibility of the owner.
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Service Delays
Service Work normally begins within days of the receipt of goods. It is possible though, due to workload, holidays or unforeseen events, which work cannot commence or be completed within the normal item frame.
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Parts Delay
Replacement parts that may normally arrive within days of request can take numerous weeks when there are shortages or other unforeseen problems.
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Third Party Warranty
Some products may be covered by a third party warranty. Repairs under these warranties usually take longer due to the extra processes involved and multiple parts handling.
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Priority Service
Should you require priority service you will need to request it. Please be aware there are charges associated with priority service including extra communications. Access to technicians, Placement into priority queue, equipment upgrading, etc.
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Dead on Arrival
A product may be deemed to be “Dead on Arrival” if it is faulty when first unpacked or fails soon after. There is usually a specified time frame, e.g. 7 days from purchase, when the manufacturer will allow a full replacement rather than a repair. Sometimes a repair can be achieved faster than the replacement process.
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Training
Any assistance in the correct installation and use of equipment is chargeable.
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Data Protection
The backup and safe storage of data is the owner’s responsibility.
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Service Communication
Technicians may ring to gather further information in the troubleshooting of technical problems. Other contact will be to inform of job completion and cost.
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Quotations and Reports
Estimates of repairs are available and are subject to a minimum fee.
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Form of Agreement