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Arbor has been constantly pursuing for "Profession,
Speed, High Quality" in our after sales service, and value "Customer
Service" as our invariably persistent objective. Due
to different customers' status and demands, Arbor's after sales
service is divided into two sections including "Technical Support"
and "After-Sales Service". Our Customer Service Department
provides the service according to this document. TO PROTECT YOUR
LEGAL RIGHTS AND ENSURE PROMPT FEEDBACK, PLEASE READ OUR TERMS AND
CONDITIONS VERY CAREFULLY.
If you have any opinion or question
about the service provided by our Customer Service Department, please
contact your Arbor representative by email, or you may choose to
send an email to management email: bcarey@arbor-usa.com
THIS DOCUMENT IS AUTHORIZED BY ARBOR AND APPLIES
TO ALL SELLING PRODUCTS.
Technical Support Policy
1. Classified Service
The following two service categories exist:
Category A: Products manufactured by Arbor and with the Arbor
trademark on the accompanying documentation or package. Arbor will
provide service as described in the accompanying product documentation.
Category B: Service for third-party products and replacement
components (such as a CPU, RAM/ROM, DOC, DOM, HDD, FDD, or CD-ROM)
is covered by the third party suppliers' service policy.
2. Termination of Technical
Support
Technical support will be discontinued under the following circumstances:
| (1). |
Product Phased Out: Products that are being
phased out cannot be repaired due to the lack of replacement
parts or components that have been phased out. |
| (2). |
Product Limitation: In situations where standard components
are limited or unless component suppliers provide alternative
solutions. |
| (3). |
Customer Cooperation: If after the third request by Arbor's
application engineers, customers still have failed to provide
specific information to describe the exact problem with the
failing product. |
| (4). |
Supplier Cooperation: If the original supplier (see Category
B under Classified Service above) refuses or is unable to
repair or replace a component, Arbor's application engineer
will discontinue using that component and instead use a substitute
component as approved by the customer. |
3. Service Charges
Customers will be notified of any charge
that may be due before any repairs are carried out. The following
services are charged as described below
| (1) LCD BIOS and cable support: |
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Lead-time to completion is 25 working days
upon receipt of LCD panel unless otherwise stated. Customers
will deliver the LCD panel to Arbor. To ensure the LCD is
working correctly and that there are no compatibility issues,
Arbor will keep the LCD panel at its service outlet for 1~
3 months.
Charge: US$40 per LCD (material costs not included) |
| (2) On-site Technical Support: |
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a.Technical support: US$30-per-hour processing
fee (not including transportation fees and material costs)
b. Processing fees will differ among countries |
Repair Service Policy
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