www.tscxtreme.com Warranty & Support Agreement.
1. Warranty Coverage:
Transource Services Corp. warrants that each TSCxtreme branded computer product that you purchase is free from defects in materials and workmanship under normal use and service for a period of one (1) year for desktops / workstations and notebooks; or 2s specified in your purchase agreement from the original date of purchase, stated on Transource/TSCxtreme sales invoice.
This warranty applies only to computer products and covers defects arising from normal use, it does not cover malfunctions or failures resulting from misuse, abuse, neglect, modification, accidents, unsuitable physical or operating environments, natural disasters, power surges, or unauthorized service and repair.
This limited warranty coverage includes the following; motherboard, power supply, case, integrated display, SSD drives, optical drives, hard drives, memory, batteries*, keyboard, mouse, and standard components SOLD by www.tscxtreme.com.
* Warranty of batteries for notebooks and other rechargeable devices is for period of ane (1) year of failure resulting from malfunctions and defects in workmanship. This warranty does not cover decreases in maximum charge capacity of batteries occur naturally with time or use.
REPAIR OR REPLACEMENT IS PROVIDED UNDER THIS WARRANTY AS THE EXCLUSIVE REMEDY OF
THE BUYER. TSCxtreme DOES NOT WARRANT THAT THE OPERATION OF THIS HARDWARE PORDUCT WILL BE UNINTERRUPTED OR ERROR-FREE. TSCxtreme IS NOT RESPONSIBLE FOR DAMAGE THAT OCCURS AS A RESULT OF YOUR FAILURE TO FOLLOW THE INSTRUCTIONS INTENDED FOR THE TSCxtreme PRODUCT. THIS LIMITED WARRANTY AND REMEDY 15 EXCLUSIVE AND EXPRESSIVELY IN LIEU OF ALL OTHER WARRANTIES EITHER EXPRESS OR IMPLIED. INCLUDING BUT NOT LIMITED TO WARRANTIES OF DESIGN, MERCHANTABILITY AND/OR FITNESS FOR PARTICULAR USE OR PURPOSE, TSCxtreme SHALL NOT BE LIABLE FOR ANY SPECIAL, INCIDENTAL, COLLATERAL OR CONSEQUENTIAL DAMAGES ARISING FROM THE USE OR SALE OF PRODUCT NOR BREACH OF ANY IMPLIED OR EXPRESS WARRANTY ON THIS PRODUCT EXCEPT WHERE PROHIBITED BY LAW.
This TSCxtreme Limited Warranty does not apply to any TSCxtreme Hardware Product that has been damaged or rendered defective:
- as a result of accident, misuse, liquid spills, abuse, contamination, improper or inadequate maintenance or calibration, or other external causes;
- by operation outside the usage parameters common used in the same product;
- by software, interfacing, parts or supplies not supplied by TSCxtreme;
- by improper site preparation, maintenance or environmental conditions that do not conform to computer operation site specifications
- by virus, infection, worm, or similar malicious code not introduced by TSCxtreme.
- by loss or damage in transit
YOU SHOULD MAKE PERIODIC BACKUP COPIES OF THE DATA STORED ON YOUR HARD DRIVE OR OTHER STORAGE DEVICES AS A PRECAUTION AGAINST POSSIBLE FAILURES, ALTERATION, OR LOSS OF THE DATA. BEFORE RETURNING ANY TSCxtreme HARDWARE PRODUCT FOR SERVICE, BE SURE TO BACK UP DATA AND REMOVE ANY CONFIDENTIAL, PROPRIETARY, OR PERSONAL INFORMATION. TO THE EXTENT PERMITTED BY LOCAL LAW, TSCxtreme IS NOT RESPONSIBLE FOR DAMAGE TO OR LOSS OF ANY PROGRAMS, DATA, OR REMOVABLE STORAGE MEDIA. TO THE EXTENT PERMITTED BY LOCAL LAW, TSCxtreme IS NOT RESPONSIBLE FOR THE RESTORATION OR REINSTALLATION OF ANY PROGRAMS OR DATA OTHER THAN SOFTWARE INSTALLED BY TSCxtreme WHEN THE HARDWARE PRODUCT IS MANUFACTURED, SUBJECT TO ANY APPLICABLE UPDATES. MEMORY DATA MAY BE LOST DURING REPAIR.
Third Party Manufacturer Warranties: For all third party hardware and equipment failures beyond the scope of wwwTSCxtreme support services, we will provide a single point of contact between the customer and third party manufacturer until said problem(s) have been reported and escalated to the third party manufacturer support. Once the manufacturer is engaged, Transource will monitor the resolution process and obtain status and plans from the third party manufacturer, until the problem has been resolved or steps are provided towards a resolution, such as: a workaround, configuration changes, or product replacement. TSCxtreme is not responsible for a third party manufacturers’ speed of response or inability to solve a particular customer problem.
Customer Responsibilities Prior to Warranty Service:
a. Follow the service request procedures as specified by TSCxtreme Support
b. Backup or secure all programs and data contained in the product.
c. Remove all features, parts, options, alterations, and attachments not under warranty service.
d. Ensure that the computer product or device is free of any legal obligations or restrictions that prevent its replacement.
e. Obtain authorization from the product owner to have TSCxtreme Support service the device.
f. Provide TSCxtreme with all relevant system keys or passwords required to perform service.
g. Ensure that all information about identified or identifiable individual’s personal data is concealed or deleted from that product, or that any personal data not deleted from the computer product is in compliance with all applicable laws.
Warranty Service does not cover the following:
a. Any damage to or defect in the computer product that is cosmetic only or otherwise does not affect computer device functionality.
b. Uninterrupted or error-free operation of a product. c. Loss of, or damage to, your data.
d. Damage resulting from incorrect or inadequate installation, maintenance or repair by the customer or third party (non-authorized service provider) on behalf of the customer.
e. Any computer product that is damaged from an external source, intentional or not.
f. Any software programs, either provided with or installed subsequently on the product
g. Any recovery or transfer of data stored on the computer device. The customer is solely responsible for all data stored on the computer device and Transource is not liable for any loss of said data.
h.“Dead Pixel” Policy – during the LCD manufacturing process, it is possible for one or more pixels to be fixed in an unchanging state. The visible result is a tiny fixed pixel that appears extremely bright or dark. This Limited Warranty requires a display to have 6+ dead pixels to quality for replacement during the Limited Warranty Period.
IL Warranty Support Procedures:
When you contact Transource/Xtreme Support, you must follow the problem determination and resolution procedures specified below. Our certified technicians will attempt to diagnose and resolve your problem over the telephone, e-mail or through remote assistance. This may include directives to download and install designated software updates.
If your problem cannot be resolved over the telephone, remotely, or through your application of software updates, we will then arrange the repair services for your product as applicable to your warranty.
If Transource Support determines that it is unable to repair your product, Transource will replace it with one of equal or greater functionality.
To Obtain Warranty Service / Repair:
1. Contact Technical Support: We will provide certified technical assistance via telephone or email support for 2 lifetime support for the products you purchase through www Xtreme com to all customers residing in the contiguous United States (“CONUS”) and outside of the contiguous United States (“OCONUS”), by contacting us via phone or email at:
0 Toll-Free: 1-800-486-3715 – opt. 6 0 Local: 623-879-8882 – opt. 6 0 Email: [email protected]
2. Product Warranty Services / Repair If a resolution to the problem cannot be made via Technical Support, an RMA number will be issued and the defective product(s) shall be shipped at the customer’s expense, or per your account’s contract, to Transource Support at:
Transource Computers
2405 West Utopia Road,
Support Department
Attn: RMA# << Insert applicable RMA # here >> Phoenix, AZ 85027 USA
Transource Support shall diagnose and repair / replace your covered hardware and components to operational condition as necessary. Turn-around times depend on the scope of repait/maintenance needed, however will usually occur within a 1-3 weeks. To check on the status of an RMA, please contact the Support Department at 1-800-486-3715 ext. 6, or email your inquiry to support@transource com.
Once we repair the product to operational condition, Transource/Xtreme will return the repaired product(s) to its originating location where it was shipped from. Transource/Xtreme will cover the returning freight charges and handling fees.
Non-Warranty Repairs and Maintenance: Repair and maintenance services are available for all Xtreme computers. The repair is performed in- house at an hourly rate of $65.00 per hour. Periods of less than one hour will be prorated to the nearest quarter hour. Turn-around times depend on the scope of repair / maintenance needed, however will usually occur within two-weeks Equipment parts will be provided on a repair/replace basis and all equipment costs will be added to service invoicing Please contact Transource Support with details on the work needed for service estimates.
3. 24 x7 Comprehensive Online Support:
Transource also offers comprehensive online assistance, which can be found at: www transource.com/support. Topics include:
a. Information regarding your individual system, accessed by entering your system serial number into our website at: www.transource com/support.
b. Access to the same reference materials used by Transource technicians, including; problem-diagnosis tools, troubleshooting information and other system resources ¢ You can download updated drivers, utilities and system notification via the wwwtransource com/support web site.
d. Discussion group with Transource technical professionals.
e. Online service request and response system.
f. Remote network diagnostics and repair (optional), allowing Transource certified technicians to log on to remote PC(s) and run diagnostics of hardware related problems.
1. Complete Care:
Complete Care is an accidental damage protection service that provides easy and flexible repair / replacement for the most common sources of damage that sometimes can occur to computer systems. With Complete Care, your system is protected from damage that is not covered under our limited warranty, such as spills, drops, surges and breakages.
This warranty helps to save you time, money and resources in the event of these unplanned incidences. It also provides investment protection for systems and peripherals exposed to high-risk, multi-user, high mobility, and other harsh environments.
Repaired and Replacement:
During the term of this agreement and subject to the limitations in this agreement, we will repair or replace the computer device as necessary to correct any damage to the device which occurs during the usual and customary usage of the computer device because.
a. An electrical surge damages the computer device’s internal circuitry, or b. You accidentally drop the computer device or the computer device is otherwise accidentally damaged from handling, spills, or drops.
c. LCD cracks or shatters due to extreme temperatures. Please note: the LCD panel replacement will be limited to one (1) per year.
If we repair your computer device, you understand and agree that we may replace original parts with fully functional new or used parts from the original or an equivalent manufacturer.
If we decide that it is necessary to replace the entire computer device rather than repair it, you will receive a system equal to or better than your original purchase, as determined by Transource in our sole and reasonable discretion.
Complete Care does not cover and we are not obligated to repair or replace:
a. Any damage to or defect in the computer product that is cosmetic only or otherwise does not affect computer device functionality.
b. Any computer device that is lost or stolen. To receive repair or replacement of a computer, you must return the damaged computer device to us in its entirety.
c. Loss of, or damage to, your data.
d. Damage resulting from result incorrect or inadequate installation, maintenance or repair by the customer or third party (non-authorized service provider) on behalf of the customer.
e. Any computer device that is damaged by fire from an external source or that is intentionally damaged. If we find evidence of intentional damage, we’re not obligated to repair or
replace the device
f. Any recovery or transfer of data stored on the computer device. The customer is solely responsible for all data stored on the computer device and Transource is not liable for any loss
of said data.
g. Except as specifically provided herein, any other damages that do not arise from defects in materials or workmanship or ordinary and customary usage of computers.
2 Keep Your Hard Drive:
Keep Your Hard Drive program allows for the retention of failed storage drives, i.e. mechanical hard drive and solid state drive, when receiving replacement hard drives, while under
warranty. The Keep Your Hard Drive program works concurrently with your system’s warranty and must be purchased with your system or prior to any storage drive failures of said system. KYHD does not cover third party storage drives or any drive installed later which is not on the original agreement or invoice.
For Hard Drive Support, please follow the standard warranty procedures, as described in section Il, Warranty Support Procedures, of this document. If a certified Transource Support
technician determines that the storage drive failure is covered under this warranty, a replacement storage drive will be shipped to the customer, pursuant of this agreement.
Keep Your Hard Drive does not cover:
a. Data destruction or data wipes.
b. Asset recovery, disposal or recycling
c. Retention of hard drives that are subject to product recall due to health and safety risks
d. Replacement of faulty hard drives materially in excess of the standard failure rates for the system involved
e. Support for failed/retained hard drives. Support continues solely on the replacement hard drive pursuant to the applicable service agreement
f. Any activities not expressly stated in this agreement.
