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Repair Service 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, KB, or CD-ROM)
is covered by the third party suppliers' service policy.
2. Warranty Term
The warranty period starts from the date indicated on the purchase
invoice. If the warranty term is undetermined, an additional three
months will be added to the product's S/N as the warranty term.
Products that do not fall under these two provisions will be labeled
with a warranty label as the original warranty term.
Category A: All board-level products (CPU card, backplane, A/D
board, etc.) are subject to a 2-year warranty term. System-level
products (excluding on-system CPU cards) are subject to a 1-year
(12-month) warranty term. (Please refer to the Arbor website www.arbor.com.tw
to check the warranty term.)
Category B: All third-party products and standard components
are subject to a 1-year (12-month) warranty term under non-specific
provisions.
3. Package or Shipping Errors
If damage is caused between deliveries due to inappropriate packing
or shipping, the consigner will be responsible for all related costs.
4. Charges
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a. Charges for repaired products: |
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Repair charge = Handling fee
+ Diagnostic fee + Material cost |
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b. ORMA NTF charges: |
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Repair charge = Handling fee
+ Diagnostic fee + Material cost
(Generally, the total cost will not exceed US$25 excluding
material costs) |
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c. Shipping expenses: |
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The consigner will pay shipping
charges for DOA, IRMA, and ORMA products. (Refer to the Repair
Service Procedure document for definitions of DOA, IRMA, and
ORMA.) |
5. Third Party Products
Suppliers of third-party products will define the maintenance terms
and charges of their product.
6. Quotation for Maintenance
Charges
Apart from system products, Arbor will not provide a quotation of
maintenance charges for CPU card products. If the customer does
not specifically state any condition, we will assume they agree
to the maintenance charges when they return products for repair.
i) If the maintenance charge is evaluated to exceed US$50, Arbor's
RMA OP personnel will inform our customer.
ii) If customers do not specifically state any term and refuse to
pay the maintenance charge after repair, the products will be detained
until both parties reach an agreement.
7. Custody Term
If the customer has not signed a P/I or agreement to return products,
Arbor will keep in close contact with customers and detain products
for three months. If the customer still remains unresponsive, Arbor
will not be responsible for the detained goods.
8. Product Phase-Out
Arbor guarantees continuous after sales service within one year
after a product has been phased-out.
Support
Policy
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