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New iStar ICCD
Appendix
1.4.2 The Customer should indicate that they are pursuing a warranty claim and specify the equipment type and the
contract under which it was supplied. The Service Desk representative will then work with the Customer to establish
the nature of the defect and to determine whether the reported defect is one which meets the criteria under the supply
contract for warranty remediation. This process will comprise question and answer between Service Desk and Customer
and the Service Desk operative may, at their sole discretion, ask the Customer to perform some basic diagnostic actions
in relation to the problem item.
1.5 Hardware Remediation
1.5.1 If the issue cannot be resolved remotely and a fault has been diagnosed, a Return Materials Authorization (“RMA”)
number will be issued. This RMA number will be valid for 30 days from the date of issue. An RMA number must be
obtained from Andor prior to the return of any material. The RMA number must appear clearly on the outside of the
shipping container and on return paperwork included inside the package.
1.5.2 Following allocation of a RMA number by Andor, the Customer shall ship the PART to Andor at customer expense.
The customer is responsible for return shipping and insurance costs. Any products returned without an RMA number
may be refused and returned to the customer at their expense. Andor shall provide a single point of return for all
products.
1.5.3 On receipt of the part at the Andor repair facility, Andor shall carry out the necessary fault diagnosis and repair and
return the part to the Customer.
1.5.4 The method of shipment and choice of courier for the return will be at Andor’s discretion. Delivery Duties Unpaid
(DDU) Incoterms 2000. Andor does not guarantee the arrival time of the part.
1.5.5 Customer must adhere to Andor packing instructions (including anti-static precautions) when shipping the
defective unit as any damage incurred during shipment to Andor will not be covered under warranty. The packing
instructions can be obtained from Andor as part of the part request procedure.
1.5.6 If the part is not economically repairable then a replacement part (new or refurbished) will be supplied at Andor
discretion and expense.
1.5.7 In case of replacement the replacement unit becomes the property of the Customer on an exchange basis.
1.5.8 In case of misuse the Customer will be contacted to decide the course of action. These actions may include:
•
Scrapping the part
•
Return of the defective unrepaired part to the Customer
•
Replacement with a new or refurbished part. Andor will invoice the customer the full merchandise contracted
customer price of the unit.
1.5.9 Unless elsewhere agreed between the Customer and Andor, this service does not include root cause analysis, the
provision of fault reports or lead-time and performance metrics.
1.6 Software Remediation
1.6.1 During Warranty Customers have access to the Service Desk at
andor.com/support
to report product defects. A
Customer who has purchased their product via a reseller or third party and who believes they have a software warranty
defect should in the first instance contact a representative of their seller’s product support team.
1.6.2 Where as a result of the process described in 1.3.2 above it is determined that the defect relates to software, a
trouble ticket will be logged in respect of the software issues observed.
1.6.3 Under the warranty provisions of the supply contract we will not provide the customer with a guaranteed SLA
(service level agreement) for their problem.
