1. WARRANTY 1.1 Warranty period
Standard products manufactured by Acrosser are covered by 1~2 years warranty starting from the date of shipment. Extended warranty and cross-region repair services against defects in design, materials, and workmanship, would also be affective starting from the date of shipment. Other products which are not manufactured by Acrosser would be covered by the original manufacturer warranty and shall not exceed 1 year of coverage through Acrosser.
Standard products manufactured by Acrosser are covered by 1~2 years warranty starting from the date of shipment. Extended warranty and cross-region repair services against defects in design, materials, and workmanship, would also be affective starting from the date of shipment. Other products which are not manufactured by Acrosser would be covered by the original manufacturer warranty and shall not exceed 1 year of coverage through Acrosser.
1.2 Repairs under warranty
Acrosser will repair the product without extra charge for each DOA (Defect-on-Arrival) which is reported within one month from the date of shipment if it was purchased directly from Acrosser. The return unit must include parts and accessories as originally shipped without any damage, alternation, scratch, or mark. In addition, the handling charges would be applied if the defect is caused by improper user settings or configurations.
Acrosser would repair DOA which is reported more than one month from the date of shipment and RMA (Repair Material Authorization) with service charge.
1.3 Exclusions from warranty
The warranty would be voided under the conditions as the following.
• The product is reported to be defective after the warranty expired.
• The product identification label is removed or alternated.
• The product has been under misuse, abuse, unauthorized disassembly or modification, operation in unsuitable environment, improper maintenance by customer, or any other unknown situation which Acrosser shall not be responsible for, in such cases the cause would be determined by Acrosser in its sole unfettered discretion.
• The damage is caused by nature disasters such as lightening, flood, fire, earthquake, etc.
• The products and accessories which are not manufactured by Acrosser would be subjected to the original manufacturer warranty.
2. REPAIR PROCESS 2.1 Necessary information for return product
It is customer’s responsibility to provide the detailed information of the problems encountered, terms such as “does not work” and “failure” would not be acceptable. In addition, the serial number of the whole-set would be required if only defective part is returned for repair; it would be considered to be out of warranty otherwise.
2.2 Return product for repair
It would be recommended to return the product without accessories such as manuals, cable, CPU, memory, storage, etc. If any of the accessories is suspected to be defective, it should be also included in the package along with the detailed description. Acrosser would not be responsible for any item not listed.
The returned products must be properly packed with the anti-static bag or ESD material, and Acrosser reserves the right to return un-repaired items at customer’s cost if it is improperly packed. In addition, Door-to-Door delivery would be recommended, or additional charge might be applied.
Acrosser will take full responsibility for DOA including delivery cost. The customer would only need to cover the return delivery cost if the product is still under warranty, the both way delivery cost would be applied otherwise.
2.3 Service charges
The service charge would be applied under the conditions as the following.
• The warranty is expired.
• The product is returned for repair after the warranty is expired but no problems found.
• The product is returned for update or testing after the warranty is expired.
• The damage is caused by nature disasters such as lightening, flood, fire, earthquake, etc.
• The product is still under warranty but it has been under misuse, abuse, unauthorizeddisassembly or modification, operation in unsuitable environment, improper maintenance by customer, or any other unknown situation which Acrosser shall not be responsible for, in such cases the cause would be determined by Acrosser in its sole unfettered discretion.
(1) Service charge for repair without warranty
Repair service charge = Labor cost + Material cost + Freight charge
Labor cost + Freight charge for board-level: US$28
Labor cost + Freight charge for system-level: US$50
(2) Service charge for repair results without warranty: Adjustment / Update /
NPF (No Problem Found)
Repair service charge = Labor cost + Freight charge
for board-level: US$28
for system-level: US$50
(3) Service charge for repairing out-sourced products without warranty
Repair service charge = Handling charge + Vendor charge + Freight charge
(4) Handling charge if out-of-warranty repair request is cancelled
Repair service charge = Handling charge + Freight charge
for board-level: US$15
for system-level: US$30
(5) Service charge for product updates and reworks
Rework Service charge = Material cost + Labor cost ( US$30 per hour ) + Freight charge
Note: please contact Acrosser for rework verification
For cases out of warranty, please remit the payment with reference of the Performa Invoice (P/I) number from Acrosser. Acrosser reserves the right to provide repair services to the customer who does not return DOA unit or signed P/I. In addition, Acrosser will scrap defective products without notice if Performa Invoice is not submitted within 3 months.
2.4 Repair Turn-around Time (TAT)
TAT definition:
TAT = Acrosser Receiving date ~ Acrosser Shipping date
For products manufactured by Acrosser, the approximate TAT is estimated as the following.
(1) For single shipment of 50 pieces and under, TAT is 5 working days.
(2) For single shipment of more than 50 pieces, TAT is 7 working days.
(3) For single shipment of more than 100 pieces, TAT is 10 working days.
For products not manufactured by Acrosser, they would be sent back to the original manufacturer for repair, and the estimated TAT is 10-15 working days.
2.5 Repair service for phased out products
Acrosser provides continuous repair service for extended warranty period starting from the date of product phased out announcement. Product upgrade (no upgrade charge, inherit the warranty of old product) or partial credit (depends on remaining warranty) will be taken into consideration once unexpected situation happens and Acrosser can not fix the defect unit with warranty.
2.6 Repair report
A Repair Report would be provided along with the repaired product. The Repair Analysis Report would also be available upon request at the cost of US$60 and US$120, for under warranty case and out of warranty case, respectively.
2.7 Custody of products submitted for repair
Acrosser will retain custody of the product returned for repair for one month while Performa Invoice or payment (A/R) is still on process.
2.8 Delivery to the customer
Acrosser delivers RMA to the customer via DHL or speed post, but different services such as UPS and FedEx would also be available upon request at extra charge. A detailed instruction would be required if the special arrangement for the delivery is requested.
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