1.  Type of Warranty and Validity

1.1 Within Warranty Period: Within 2 years counting from date of shipment of product

1.1.1  Defect On Arrival (DOA)-Defective New Product: Within 3 months counting from date of shipment of product

1.1.2  RMA (Return Material Approval)- Defective product within warranty period: Within 2 years counting from date of shipment of product

1.1.3  Resale Product: As per the warranty service standard provided by the OEM vendor. (Non-Acrosser Product, such as CPU, HDD, RAM, CF, DOM, DOC, LCD ..etc)

1.2  Outside of Warranty Period: Product elapse the 2-year warranty period

1.3  Extended Warranty: Warranty extended per request of customer at extra service charge. Related requirements shall be handled as per Extended Warranty Service Policy.  

2.  Maintenance Service within Warranty Period

Customer is entitled for Maintenance Service within Warranty Period if he/she purchased Acrosser Product, used under normal condition and occurred with problem within the warranty period.

3. Exclusion from Warranty

Under one of the following condition, appropriate maintenance service charge will be levied:

3.1  Product Warranty Period expired

3.2  No Serial Number on the product or the Serial Number is unable to identify

3.3  Resale Product Warranty Label is destroyed and is unable to identify or removed.

3.4  Within Warranty Period but product is damaged under one of the following situations:

3.4.1  Improper use of product of customer – such as unauthorized modification, service or maintenance, change of part / component, using accessories not of the product, operating products outside of the specified operation environment, misuse or abuse of product (failure in following instruction of Operation Manual)

3.4.2  Force Majeure event – such as will of god, flood, fire, thunder strike, typhoon, earthquake, war or worm infection

3.4.3  Man originated damage (such as dropping, knocking or heavy impact) and human factor (such as lost, intrusion of liquid, failing proper custody)

4. Maintenance/ Service Time Frame

4.1  Maintenance / Service Time Frame
Definition of TAT: Date of Acrosser Receipt and Date of Acrosser Shipping

The TAT of Acrosser manufactured product is estimated as the following: TAT: Date of Acrosser Receipt and Date of Acrosser Shipping

4.1.1 1-50 units per shipment: TAT is normally 5 working days

4.1.2  50- 100 units per shipment: TAT is normally 7 working days

4.1.3 More than 100 units per shipment: TAT is normally 10 working days

4.1.4 Non-Acrosser product will be sent back to the original maker for service / maintenance and the time for maintenance / service will be 3 working days for processing added to the return time of original maker.

4.2  The time for to and from shipping make be delayed due to the following factors

4.2.1 Customer failed to sign and return  P/I within 48 hours

4.2.2 Customer failed to settle overdue account

4.2.3 Unclear description of problem as provided by customer

4.2.4 Customer modified Acrosser product without due authorization

4.2.5 Customer delayed reply or failed to reply the information required by Acrosser, such as environment of application, system configuration, etc.

5.  Maintenance / Service Standard Service

5.1 For defective product within warranty period, customer needs to pay freight of returning the product and all other cost and expenses will be for account of Acrosser  (except those excluded from warranty)

5.2  Service and Maintenance for Product with warranty period elapsed are subject to the following service charges:

Maintenance/ Service charge = Maintenance / Service expense + material cost + freight

Product	Maintenance / Service expense	Material cost	Freight
Mother board	US$28.00	Extra	Extra
System	US$50.00	Extra	Extra

5.3  No maintenance service (such as adjustment, update and NPF finds no problem with product) provided for product elapsed of warranty period is subject to the following charges:  

Maintenance / Service Charge= Inspection / Testing Charge + Freight

Product	Inspection/ Testing charge	Freight
Motherboard	US$28	Extra
System	US$50	Extra

5.4 Maintenance Service for Product with Extra Warranty Revoked is subject to the following charges:

Maintenance / Service Charge= Handling Charge + Freight

Product	Handling charge	Freight
Motherboard	US$15	Extra
System	US$30	Extra

 

5.5 Service charge of resale product with warranty period elapsed:

Maintenance / Service Charge= Handling Charge + Charge levied by original maker + freight

5.6  If same problem occurred to the product completed maintenance / service by Acrosser within 3 months, Acrosser will provide completely free maintenance service and will be completed as soon as possible. However, this is not applicable to situations like improper use of customer, unauthorized disassembly or modification, poor operating environment, improper maintenance, accident or other cause leading to the repetition of same problem.

6. Flow and Explanation of Maintenance / Service Flow

6.1 Maintenance Service Flow

6.2 Explanation of sending back for maintenance

6.2.1  Please enter contents of maintenance / service required: such as title of product, manufacturing serial number, conditions of defect and data for communicating with customer

6.2.2 No accessories shall be included when sending back the defective product, unless such accessories is related to the problem of product, and  please listed the accessories accompanied in the Maintenance Sheet. Acrosser shall not be held responsible for any item not specified.

6.2.3 Please use the original packing material or appropriate packing material when sending back the defective product to avoid additional damage in transit. Customer shall be responsible for any damage out of improper packing.

7. Maintenance service for models suspended production

For models suspended of production, Acrosser offers extended warranty period for providing maintenance service from the date suspended of production to meet with the requirements of customer. If for any unexpected reason Acrosser is prevented to offer maintenance service and replacement for defective product suspended of production but still within warranty period, Acrosser will solve such problem with upgraded product (free of charge for upgrading but extend the warranty period of old product) or partial refund (calculated per the residual warranty time) at the discretion of Acrosser.

8. Maintenance Report

After completing maintenance of defective product, a Maintenance Report will be submitted to customer together with the shipped back product. The Maintenance Report will state the result of maintenance and parts/ components replaced. If further maintenance analysis report is required by customer, Acrosser will levy service charge depends on the warranty:
Analysis charge within Warranty Period: US$60
Analysis charge outside of Warranty Period: US$120
In case the result of analysis prove that the problem arisen out of ill product design or out of the production process, the Analysis Charge will be waived.

9. Custody of Returned Defective Product:

Within one month waiting for customer signing back P/I or settling outstanding account, Acrosser will be responsible for the product returned for maintenance. Within this one-month period, Acrosser will maintain appropriate communication with customer to remind customer to respond. When the one-month period is elapsed without response or action of customer, Acrosser will close this case automatically.

10. Shipping Back of Product Completed Maintenance

As a norm, Acrosser will ship back the product completed maintenance through DHL or other reputable international courier services. If customer has special request, Acrosser will comply to ship back trough UPS, Federal or other specified one, however, customer shall bear the portion in excess of cost of Acrosser. In case customer needs special arrangement, including the above, please advise on or before the product is returned to Acrosser.