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Richardson Electronics – Display Systems Group
 EXTENDED WARRANTY & ADVANCE PRODUCT REPLACEMENT GUARANTEE
SECTION 1 GENERAL TERMS AND CONDITIONS
1. Richardson agrees to provide extended product warranty and product
replacement services for equipment as purchased by the “customer” in
accordance with the terms and conditions set forth in this Agreement. The term
“Customer” is defined as the final receiving entity or institution whose products
have been delivered with the Extended Warranty & Advance Product
Replacement Guarantee and who has possession of the products delivered with
the above mentioned coverage.
2. Richardson agrees to offer an extended warranty on all components of the
warranted LCD Display Systems, Display Controllers, and additional peripherals
purchased from Richardson to the customer. The total warranty period for the
items purchased is for a period of thirtysix
(36) months from the Effective Date,
and includes all parts, components and labor with the exception of LCD backlight
degradation over time. Notwithstanding the foregoing, backlight degradation
outside of the manufacturers’ specifications within the first twelve (12) months
from the delivery date of any Image Systems, NEC, Planar/Dome, Siemens
and/or Sharp Liquid Crystal Displays will be covered under warranty. Subject to
the limitations hereinafter provided in this Agreement, all products purchased will
be covered for the warranty period for such product with an advance product
replacement guarantee in the event of a confirmed product failure, service issue
or complaint.
3. In the event of a product failure, service issue or complaint, the customer may
call the appropriate District Sales Manager, Richardson Customer Service or
report the issue via the Display Systems Group – TekLink Internet Support web
page at http://teklink.rell.com. Once the service issue has been confirmed by the
District Sales Manager or Richardson Customer Service, a Richardson Field
Applications Engineer or Product Manager must approve all advance
replacement requests. Once a return authorization has been approved by a
Richardson Field Applications Engineer or Product Manager, the advance
replacement product(s) required will be shipped sameday
via overnight delivery
for calls received prior to 4:00 PM CST, and the following day for all calls
received after 4:00 CST.
4. Upon receipt of the advance replacement product, the customer must
immediately return the unserviceable part or component to Richardson. The
returned product must be shipped in the same packaging as the advance
replacement was delivered in and must include the Return Authorization Number
clearly legible on the outside of the packaging.
5. Failure to return the unserviceable part of component to Richardson within a 14day
period will result in the customer being billed the OEM list price for the part or
component. In addition, the customer will be denied access to Hot Swap
coverage for any other issues reported or encountered until the invoice has been
paid or the unserviceable part has been returned to Richardson.
6. In the event of a catastrophic failure of a particular part or component at a
customer site, Advance Product Replacements may not be available within the
time fame noted above. In these circumstances, Richardson Electronics will
endeavor to supply Advance Product Replacements in as timely a manner as
possible, dependant upon OEM availability and the extent of the failure.
7. Richardson will incur the freight and shipping insurance charges for all advance
replacements shipped out, while the customer is responsible for freight and
shipping insurance charges for the return of the defective or warranted product to
Richardson in LaFox, IL. Should it be determined that a product, once returned
to Richardson is not eligible for warranty coverage, Richardson shall notify the
customer. In the event the customer determines it wishes to return the advance
replacement product, the customer will reimburse Richardson for all
transportation costs and Richardson will return the defective product to the
customer. In the event the customer determines that it wishes to retain the
advance replacement product, the customer will be held responsible for the
transportation costs, repair parts and related repair fees of the returned unit.
8. Richardson agrees to offer the customer a combination of responsive telephone
support and assistance, hassle free product replacements and guarantee of
operability of their placement. All replacements will be new or of at least the
same quality/level as the item being replaced. [Any customer complaints or
issues will be handled directly by the District Sales Manager at Richardson].
9. Richardson agrees to manage all hardware related issues directly with the
original equipment manufacture (OEM) of the purchased hardware on the
customer’s behalf. These OEMs include Image Systems, Matrox, NEC, nVidia,
Planar/Dome, and Siemens (and several others) and may be expanded upon in
the future.
10. The customer may reach a Richardson Field Applications Engineer from 8:00 AM
CST until 5:00 PM CST Monday through Friday. Calls placed after hours will be
returned the following morning.
SECTION 2 Contact Information
1. The following contact information is provided to the customer to ensure that any
product or service issues are resolved immediately and to their satisfaction:
TekLink Support & Service (800) 235-2125
2. Customers are strongly encouraged to report any service issues via the Display
Systems Group Customer
Product Support web page at http://teklink.rell.com.
This service negates the need for a phone call and accurately logs all information
provided to ensure a prompt and efficient response to your support needs.
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TekLink™ offers display systems' customers access
to qualified technical specialists via the Internet
to support them in a vast array of installation challenges
and problem solving. |
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