| All NEOTEC monitors are backed by a one-year parts and
labor limited warranty from the date of purchase. |
| |
| I. OBTAINING A RETURN MERCHANDISE AUTHORIZATION (RMA)
NUMBER |
| A. |
To obtain an RMA number, please follow the procedures found in the
Service & Support section under "Return Procedure". |
| B. |
The customer muse be prepared to provide the following information
to NEOTEC to obtain an RMA number: |
1. Model Number
2. Serial
Number
3. Date of Purchase
4. Description of problem
and system configuration |
| C. |
The customer must write the RMA number on the outside of the shipping
carton and include a note with each item returned for repair containing
the information listed above in section I (B). Proof of purchase/service
is also required for items covered by NEOTEC's primary service warranty.
See section III(C) for additional details. |
| D. |
NEOTEC's RMA numbers are valid only for 15 days. If product is received
after the 15 day time period it may be rejected, or if appropriate,
treated as an out-of-warranty repair. |
| |
| II. SHIPPING INSTRUCTIONS |
| A. |
All units returned for repair or replacement must be shipped to NEOTEC
with the freight prepaid and in its original packaging with the RMA
number clearly marked on the packing slip or shipping label. Any item
retuned "COLLECT" or without an RMA number will be refused. Any item
shipped in other than the original packaging is subject to charges as
outlined in Section VII of the policy, "Packing Materials". |
| B. |
It is the customer's responsibility to obtain insurance for product
shipment to NEOTEC. If product is not insured and has been damaged during
shipment to NEOTEC, the item will be refused. See section VIII, "Shipping
Damages". |
| C. |
All products returned to NEOTEC should be shipped to the following
address*: |
| |
NEOTEC GRAPHIC INTERNATIONAL INC.
ATTN: SERVICE DEPT. RMA#__________________
250 W. DEVON AVENUE
BENSENVILLE. IL. 60106 |
| |
|
*Customers located in CA, NV, AZ, OR, WA, NM, UT, CO, ID, MT, WY
ship to: |
|
NEOTEC GRAPHIC INTERNATIONAL INC.
ATTN: SERVICE DEPT. RMA#__________________
2721 N. TOWNE AVENUE
POMONA, CA 91767 |
| |
| III. DEAD-ON-ARRIVAL (DOA) AND IN-WARRANTY DEFECTIVE
UNITS |
| A. |
Defective units still covered under NEOTEC's warranty policy and
returned to NEOTEC for repair may be repaired or replaced at NEOTEC's
sole discretion. Defective or DOA units may not be returned to NEOTEC
for credit. All units will be repaired or replaced by NEOTEC. For repaired
units, a description of the diagnosed problem and corrective action
taken will be included with the returned item. It is NEOTEC's policy
to repair or replace all returned items within three (3) business days
of their receipt. |
| B. |
Repaired or replacement products will be returned to the customer
from NEOTEC, freight prepaid, utilizing the same method of shipment
chosen by the customer for the in-bound freight. |
| C. |
Customers must supply a sales receipt or proof of NEOTEC's recent
servicing to obtain in-warranty repair. If no proof of warranty is supplied,
NEOTEC will repair the item under the terms of its out-of-warranty policy
and return it to the customer C.O.D. See section V, "Out-of-Warranty
Repair". |
| D. |
All items received for repair by NEOTEC will be checked upon receipt
for their bill of materials. All items will be returned to customers
with the bill of materials with which they were received. |
| |
|
DOA'S SHOULD BE RETURNED TO NEOTEC'S RESELLER IN THE ORIGINAL BOX
AND WITH THE FULL BILL OF MATERIALS UNLESS NOTIFIED OTHERWISE. IF THE
RETURNED UNIT WAS RECEIVED WITH AN INCOMPLETE BILL OF MATERIALS, THE
RESELLER WILL BE CHARGED FOR THE ITEMS WHICH WERE REPLACED. |
| |
| E. |
If more than thirty (30) days has elapsed from the time an RMA number
was issued to a customer and the item is received at NEOTEC's designated
service site, NEOTEC will provide in-warranty service only if that item
is still covered by NEOTEC's warranty policy. If a return-for-credit
has been authorized and the RMA number has expired, NEOTEC will reject
the shipment, and no credit will be issued. |
| |
| IV. VOIDED WARRANTY |
| A. |
Any attempt to service an item by the customer without NEOTEC's
prior written approval or authorization as a service center will void
the warranty. |
| B. |
NEOTEC's warranty is non-transferable and does not apply if the product
has been damaged by abuse, misuse, modification, accident, misapplication,
or shipment to NEOTEC. |
| C. |
If abused product is returned for repair, it will be serviced on
a parts & labor basis only. NEOTEC's current rate is $75 per hour.
The customer will also be responsible for paying freight in both directions.
Product will be returned on a C.O.D. basis only. |
| |
| V. OUT OF WARRANTY REPAIR |
| A. |
If an item is no longer covered by NEOTEC's warranty policy or its
warranty has been voided (see section IV, "Voided Warranty"), NEOTEC
will repair or replace the item at its sole discretion and return it
to the customer C.O.D. The C.O.D. fee will include a flat charge for
repair covering parts and labor costs as well as outgoing freight costs.
|
| B. |
Repaired or replacement products will be returned to the customer
from NEOTEC, freight collect, utilizing the same method of shipment
chosen by the customer for the in-bound freight unless instructed otherwise.
|
| C. |
For repaired unit, a description of the diagnosed problem and the
corrective action will be included with the returned item. See also
section VI, "Service Warranty". |
| D. |
All items received for repair by NEOTEC will be checked upon receipt
for their bill of materials. All items will be returned to customers
will the bill of materials with which they were received. |
| E. |
It is NEOTEC's policy to repair or replace all returned items within
three (3) business days of their receipt. |
| |
| VI. SERVICE WARRANTY |
| All repairs performed on items returned
to NEOTEC as a defective product and all replacement product shipping
by NEOTEC are covered by sixty (60) day warranty. |
| |
| VII. PACKING MATERIALS |
| A. |
All units returned to NEOTEC must be shipped in the original packing
or similarly adequate material. Items sent in other than original packing
material may be repackaged at NEOTEC's discretion, and a $30.00 service
fee will apply. |
| B. |
Additionally, if original NEOTEC packaging is not used and the item
is damaged in transit, the customer will be charged for excessive services
required to repair the damages, as well as the $30.00 service fee. The
customer will be called for the approval of the additional estimated
repair charges. |
| |
| VIII. SHIPPING DAMAGES |
| A. |
Any item shipped to a customer by NEOTEC appeared to be damaged
in transit, it must be reported within twenty four (24) hours of receipt
so that NEOTEC may send a claim officer form the carrier to evaluate
the damages. Alternatively, if an item is obviously severely damaged,
the shipment may be refused with the notation that damage was incurred
during transit. |
| B. |
If damage in transit from NEOTEC to customer is not reported by
customer, and the unit is later returned for repair, and is damaged,
NEOTEC will assume the damage occurred during transit to NEOTEC and
the customer is responsible for the damage incurred. NEOTEC will advise
the customer of such damage within 24 hours of receipt. See also Section
VII, "Packing Materials". |
