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www.velocitymicro.com
Chapter 6
Warranty
Velocity Micro provides 1 to 3 years of technical support for all systems shipped within
the United States, depending on the warranty package purchased. During this time, the
customer may call Velocity Micro’s Warranty Help Desk to speak with a certified techni-
cian from Velocity Micro’s build team to assess any issues only with:
• The original, unmodified operating system and device drivers
• The original, unmodified computer hardware and components
The toll-free telephone number and Warranty number are on the Warranty Sticker,
which is affixed to the computer case.
Support:
Support service begins upon the customer’s receipt of the system. Support service
covers only those products purchased from and installed by Velocity Micro that are
shipped and used within the United States. The Help Desk technician will provide
hardware and basic Operating System software support to resolve operational conflicts
only. Neither telephone technical support nor on-site service includes software training
or support (beyond initial installation) or hardware upgrades.
Repairs:
Depot Repair service consists of the following: the customer shall ship the system to
be repaired to Velocity Micro and Velocity Micro will ship it back to the customer. If the
customer’s warranty includes on-site service and it is deemed necessary and feasible by
Velocity Micro’s Help Desk, Velocity Micro will ship the customer the part(s) needed to
repair the system and arrange for a Velocity Micro’s field service engineer to correct the
problem. It is the customer’s responsibility to notify the Warranty Department once the
part(s) has been received by the customer. The original part(s) which were repaired or
replaced must be received back at Velocity Micro’s designated location within 14 days or
the customer will be charged for the part(s). Failure to return said part(s) within this time
frame grants Velocity Micro permission to charge the customer the prevailing retail price
of the part(s). In any area where on-site service is not available or if it is not included in
the terms of the warranty purchased, an RMA number will be given to the customer and
the system will be recalled for repair. The RMA number expires 14 days after it is issued
and must be written on two or more sides of the outside of the shipping packaging.
Once receipt of repair part(s) has been confirmed, a field service engineer will arrive on
the customer site within 12 working hours if the customer’s site is within 50 miles of a
designated service location.
Due to the complex nature of some computer problems, some system failures
cannot be diagnosed by telephone and require the product be returned to Velocity
Micro’s facility for further diagnosis and repairs. Under no circumstance can
Velocity Micro dispatch a field technician for on-site diagnosis prior to a repair.
