(1.1) Polywell's warranty policy is designed to assure our customers
that their PolySystem will be supported, in spite of the accelerating
pace of improvements in personal computer components that leaves many
components with a lifecycle of six months or less.
(1.2) Polywell will repair PolySystems at Polywell's facilities without
labor charge (except for repairs that must be performed at the manufacturer's
facility, e.g., monitors), for up to five years from date of purchase. Polywell warranties all products purchased for one year
from date of purchase, supplemented by Limited Manufacturers' extended
Two to Five year Warrantees, where provided. (Please check with the manufacturer's web site for details.)
REPLACEMENT
(2.1) During the first thirty days after purchase, Polywell will
replace defective parts in advance of its return. After thirty days
and up to one year, Polywell will, at its option and upon receipt
of the failed component, either replace the part, if it is available
commercially or in stock (either new or refurbished), or
refer it to the original manufacturer for replacement or repair. If
repair or replacement is unavailable, Polywell may substitute a
new or factory-refurbished part of similar or better functionality
and quality for the defective part under warranty, which will be covered
for the remaining portion of the original warranty.
(2.2) After one year, parts covered by any extended manufacturer's
warranty may need to be returned directly to
the manufacturer for replacement or repair. Polywell will assist customers
in determining applicable coverage and in contacting the manufacturer.
(2.3) An enhanced warranty that provides advance parts replacement (excluding monitors) is available at time of purchase.
(2.4) In no event will Polywell be responsible for loss of data, user
time, loss of profits or misuse of any nature. The user
shall exercise reasonable prudence in maintaining backups and an appropriate
system operating environment.
Obtaining warranty service directly from manufacturers
*Depends on model. Also, some manufacturers of components and peripherals used in your Polysystem provide direct warranty service, and may also carry a warranty beyond our standard warranty. You should take advantage of these services, since it will save you time and money to go directly to them to obtain repair service and/or replacements.
It is the responsibility of the
customer to contact the manufacturer for the extended warranty coverage.
Below are some of the manufacturers.
(3.1)
The recipient shall inspect all packaging for any apparent
damage upon receipt. If there is any visible damage to the shipping
container, the shipment may be rejected or the delivery person may
be asked to confirm the signs of visible damage in writing.
IF YOUR SYSTEM ARRIVES DAMAGED
In the
event the system has been damaged by improper handling, the recipient,
if retaining possession, should file a claim with the carrier. Polywell will assist in completing the claims process.
The recipient should do the following:
- Contact the carrier (UPS 1-800-742-5877; Fedex 1-800-463-3339; DHL 1-800-225-5345) and explain the situation. You may want to take photos of the damaged box and/or contents. It may come in handy and expedite the process.
- Call Polywell at 1-800-676-6618. YOU MUST DO THIS WITHIN 5 DAYS OF RECEIPT OF THE SYSTEM. We will arrange for a replacement unit.
(3.2) Every PolySystem is fully tested for 72 hours, as reported on
the enclosed QA checklist. The customer shall review that report and
the invoice. Any discrepancy between the invoice report and the product
received must be reported to Polywell within 5 DAYS of receipt of
the Polysystem.
(3.3) In the event that the system is not functional, but otherwise
apparently undamaged physically upon arrival (components may become
dislodged during shipping), the recipient should, if necessary, do
the following with the assistance of Technical Support: remove the
case cover, reseat all cable connections, add-on cards, memory, and
cache modules.
(3.4) Recipient shall not install any additional hardware or software
before verifying the operating condition of all system features, such
as sound, CD-ROM, modem, tape drive, etc. All installed parts have been
configured and activated; e.g., sound will be heard as Windows is
opened. One exception is that a Plug-and-Play monitor may need to
be automatically identified upon initial startup: this is normal.
The user shall test the fax software and fax/modem card by sending
Polywell or a friend a fax transmission; the tape drive by formatting
the tape and trying to back up some files; the CD-ROM drive by putting
a CD in the CD-ROM Drive and using the Operating System to read
the directory on the CD (as with a floppy drive).
(3.5) It is the responsibily of the Customer to keep records of all software product Activation Keys and/or software Serial Numbers. Polywell is not responsible for lost keys or codes.
The following plans are available at time of purchase. Please note that they must be purchased at the same time as the system and cannot be added on later. Please ask your sales representative for current rates.
24/7 Phone Technical Support *
Available Options:
1 Year
2 Years
3 Years
Advance Parts Replacement **
Available Options:
1 Year
2 Years
3 Years
3rd Party On-Site Service ***
Available Options:
1 Year
2 Years
3 Years
Combination of Above Options
Example:
1 Year 24/7 Phone Support + Advance Parts Replacement + 3rd Party On-Site
* Third Party 24/7 Phone Support:
Summary: the convenience of having a tech by your phone 24/7, which is perfect for those of you who is working day and night.
For Desktops/Laptops: Our Third Party 24/7 Phone Support Service is performed by a third party company under contract agreement with Polywell Computers. During the coverage period, the Customer can contact the third party 24/7 tech support for any issues thatthe Customer is experiencing with the system. In the event that all Tech Support staff is busy, the Customer may leave a message and a Support Professional will call back, usually within 15 E25 minutes (this time will vary depending on the call volume they are handling at that time). If they cannot resolve issues by phone, they will refer the customer to call Polywell during our business hours to have the issue resolved by other means.
** Advance Replacement Warranty:
Under this plan, if it is determined by our Tech Support that the Customers system has a defective part in need of replacement, Polywell will send out a replacement part first, without waiting for the Customer to send back the defective part to Polywell. Ground shipping both ways is covered by this warranty.
For Desktops/Laptops: During the Advance Replacement Warranty Coverage Period, if any of the following parts become defective, the customer is responsible for reporting it to our Tech Support Dept to get an RMA number, after which a replacement part will be sent out (usually within 24 hours; however, it may require up to 48 hours if the part is not in stock). A Credit Card number will be required at that time, to ensure that the Customer returns the original component. Polywell reserves the right to use a similar part from a different vendor to substitute the original component).
In the package of the replacement part, the customer will also find a return shipping label, which the Customer can use to ship back the part to Polywell at no cost to the customer. Your credit card will be authorized (but not charged) for the amount of the original component. In the event that the customer fails to return the original part within 15 days of receipt of the replacement, the customers credit card will be charged for the part. Advance Replacement Warranty is an extended coverage for a fast efficient replacement of defective parts and is not meant to provide the Customer with extra or free parts.
For laptops: In the event that the problem with the laptop is determined by our Tech Support to be due to failure a component that is not covered for advance replacement (i.e., screen, chassis and motherboard), the Customer will need to send back the entire laptop to Polywell for repairs. Normal lead time for laptop repairs is 2 weeks. The Customer shall be responsible for the cost of shipping to Polywell for repairs. Polywell will cover the shipping costs to ship it back to the Customer. Polywell will not provide any loaner or temporary system for the customer to use during the repairs, nor is responsible for any expenses related to rentals.
Advance Replacement Warranty does not extend the laptops manufacturer warranty, which is a standard E year labor and partsE (3-year Extended Notebook Warranty is available as an option at time of purchase.) Any damage to the system from physical abuse or misuse (for example, failure to clean the system regularly causing the system to overheat from the dust trapped inside, thus damaging the components will be considered as physical abuse on the system), as determined by the repair center, will not be covered in any way, and all costs, including labor (minimum 1 hour), parts, shipping and handling will be at the expense of the Customer. An estimate for the repair will be provided before Polywell begins the repairs, and the Customer will have the opportunity to either accept and proceed with the repairs, or refuse it at which point Polywell will send back the system to the Customer as is.
*** Third Party On-Site Part Replacement Service:
A technician will be dispatched to the Customers location to replace defective parts.
For Desktops: Our On-site Parts Replacement Service is performed by a third party company under contract agreement with Polywell Computers. The length of coverage (Polywell offers up to 3 years) will be determined at the time of purchase. During the coverage period, if Polywells Technical Support Department determines that there is a problem with a component, the Customer can schedule an appointment with Polywells On-site Service provider and have a technician replace that component. Prior to scheduling this appointment, however, the Customer must report any problems with the system to Polywell to have a Case Number opened by our Tech Support. Only our Tech Support can determine if the problem is caused by any malfunction in the component. If it is determined that the problem is caused by a defective part, Polywell will then send out a replacement part as soon as possible, or within 48 hours if it is not in stock. The part will be shipped by ground service, but can be expedited if the Customer pays for additional shipping. Once the Customer receives the part, the Customer may then contact our On-site Service provider to schedule an appointment. All On-site Service appointments have a time gap of 2 E7 business days, depending on the customers time of convenience and/or availability of appointment time. The on-site service tech will only perform service to replace the defective part in question, and will attempt to boot up the system. The on-site service technician will not be responsible if the system does not boot up due to DOA of the replacement part, system failures caused by issues other than hardware, or any other issues not related to parts replacement. Also, the on-site service technician will not perform any type of diagnosis or test on the system. If the system does not boot up, or the problem still occurs after the defective part is replaced, the customer must contact Polywells Tech Support as soon as possible to report the problem. The last solution would be to have the system sent back to Polywell for testing and repair. However please note that the cost of shipping it to and from Polywell may or may not be covered by Polywell, and is dependant on the situation of whether or not the system failure was caused by misusage, physical damage, and/or software issues. If it is caused by either one of the above, the cost of repair (labor and parts), and the cost of shipping both ways will be at the expense of the Customer, and will not be covered by Polywells warranty. Any shipment of the system to Polywell must be accompanied by an RMA number, which is separate from the Case number mentioned above.
Physical Damage:
Any abusive action taken on the system causing damages will be considered physical damage. Polywells Labor and Parts Warranty does not cover any replacement or repair costs due to physical damage. It is the Customers responsibility to clean the system regularly, preferably on a monthly basis. Failure to perform regular cleaning may cause the system to overheat and burn out parts in the system, which will then be treated by Polywell as Physical Damage. The costs for part replacement or repair will be at the expense of the Customer. Parts that have been broken by abusive or excessive force or misuse will also not be covered by Polywells warranty.
Misuse:
Misusing of any parts of the system for purposes other than its intended use is considered as misuse. This includes over-clocking. Polywells Labor and Parts Warranty does not cover any replacement or repair costs due to misuse of the system or its parts, and will be at the expense of the Customer to replace or repair.
Software or Drivers Issues:
Any software or drivers not originally installed by Polywell are considered third party software. Polywell Computers is not responsible for system failures and/or damaged system parts caused by software or drivers installed by the Customer. In such an event, all repair costs (labor and parts) and all shipping costs will be at the expense of the Customer, and will not be covered by our warranty.
Cost for Service not Covered by Our Warranty:
Polywells current labor charge rate is $75/hour (with minimum one hour). Parts, shipping and handling (to and from Polywell) will be additional.
TECHNICAL SUPPORT
(4.1) One year of toll free 24-hour technical support is available as an option for all systems shipped directly to business or home users in the
U.S. and Canada.
(4.2) Support service begins upon receipt of the system. Support service
covers only those products purchased from and installed by Polywell.
Non-Polywell products purchased separately and installed by the customer
are not supported. Note however, that existing preowned products may
be installed by Polywell in a new Polywell system for a
charge. Users with questions and problems are directed to the toll-free
telephone number on the label affixed to the front of their system.
They will be asked for the service contract serial number on the same
label to verify their coverage. The technician will provide hardware
and basic software support to resolve operational conflicts. If the
technician believes that the problem may lie with the hardware, he
will arrange for shipment of replacement components and schedule on-site
service if on-site service is obtained (see above).
(4.3) In addition, Polywell offers lifetime technical support by telephone
during regular business hours (Monday to Friday, 8:30 A.M. to 5:30
P.M. Pacific Time and Saturdays by appointment).
(4.4) Neither telephone technical support nor
on-site service will include software training or support (beyond initial
installation), or hardware upgrades. The customer will be charged
Polywell's current rate of $75/hr (minimum
one hour, with additional charges billed at 15 minute increments) if the
problem is related to software usage or non-Polywell hardware. Customer should have credit card ready before calling. It
is the customer's responsibility to become familiar with installed
application software.
Standard RMA
Repair (Return Merchandise Authorization)
(5.1) If a system is DOA (dead on arrival), Polywell will issue
an RMA Number and ship a replacement system. YOU MUST NOTIFY US WITHIN 5 DAYS OF RECEIPT OF THE SYSTEM in order for it to be considered DOA. Please allow approximately
4 to 10 days for production of the new system (total required time depends on
availability of parts and transit time). Polywell will issue
a call tag for the return shipment of the defective or non-operating
unit. Both return and replacement shipping is at Polywell's expense.
(5.2) Parts determined to be defective within the warranty period will be replaced via ground service. Please note that special-order parts might require
longer lead time for replacement.
(5.3) Polywell requires a valid Credit Card number or similar security
as a guarantee for any part replaced in advance. If the defective
part is not returned, postage paid, within 15 days of receipt of
the replacement, the customer will be charged for the replacement
part.
(5.4) The RMA number must be prominently noted on the shipping container.
Polywell reserves the right to refuse delivery of any package that
does not have a valid RMA number clearly visible on or near the
shipping label. You will be responsible for all shipping charges if we refuse shipment due to a missing RMA number.
(5.5) If the system is out of warranty, or the problem is created
by software or hardware purchased outside of Polywell, there will be a charge of $75/hr for the
service. The Customer will be responsible for all shipping.
(6.1) Standard systems will be refunded in full, less the original
shipping charge and a 15% restocking fee,
(customer is required to pay shipping back to Polywell), if the system
is returned within 30 days of the original shipment. Exception: this
guarantee does not cover mishandling of the PolySystem by the customer.
(6.2) Additionally, a defective PolySystem may be returned after the
initial thirty-day period for credit or exchange, if the customer
has contacted either our third party support or Polywell within the
first thirty days regarding a hardware problem that cannot be resolved
by telephone support, replacement of defective parts, and/or on-site
support.
(6.3) Special ordered items and software cannot be returned for credit
or refund.
(6.4) In all cases, returned products must be packed in original box(es)
in saleable condition, including all software drivers, cables, manuals
and accessories.
UPGRADES
(7.1) Within 60 days of invoice date, upgrades or installation
of additional hardware or software purchased from Polywell and installed
on Polywell systems may be performed at Polywell facilities. The
customer shall pay shipping both ways. In most cases, there will
be no additional labor charge for hardware installation. However,
following 60 days after the invoice date, subsequent upgrades or
installation of non-Polywell hardware or software on PolySystems
will incur the current minimum labor charge ($75/hr) and the customer must pay shipping both ways.
(7.2) Polywell provides upgrade services for older systems:
A. $75 per hour, minimum 1.5 hour (complex configurations and software migration may take
more time)
B. Recommended upgrade areas:
i. Motherboard
ii. CPU
iii. CPU Fan
iv. Memory
v. add new hard drives
vi. upgrade to new DVD-RW
vii. replace system fan if more than 2 years old
viii. replace P/S if more than 2 years old, or upgrade the P/S if
additional hardware requires a higher wattage P/S to support it.
C. We will help the customer to migrate the system so that the original
programs and data will migrate with the new configuration.
D. We will also clean up the system and run through our normal production
burn-in and QA processing to certify the system is running in good
condition.
E. Hardware charges are based on current prices, quoted by the sales
rep or the technician or the customer service agent.
DISCLAIMER
(8.1) The validity, interpretation, and performance of this Agreement
shall be controlled by and construed under the laws of the State of
California, and the State of California shall have exclusive jurisdiction
to resolve any disputes of any nature based on or related to this
agreement under the applicable provisions of the Uniform Commercial
Code as codified in the State of California.
(8.2) If any legal action, including an action for declaratory relief,
is brought to enforce or interpret the provisions of this agreement,
the prevailing party shall be entitled to recover reasonable attorneys'
fees from the other party. These fees, which may be set by the court
in the same action or in a separate action brought for that purpose,
are in addition to any other relief to which the prevailing party
may be entitled. This provision applies to the entire agreement.
Other
Note on Systems that use AC Adapters If your system uses an AC Adapter, we recommend that you insert the power plug into the unit before plugging the power cable into the wall socket (or other power sources, such as a power strip). Only then should you turn on the power to the unit. This prevents the unlikely but still possible event of a surge entering the system and damaging the circuits.
