ADVANTECH GLOBAL SERVICE POLICY
Update on
1. PURPOSE
ADVANTECH has established the following guidelines to provide customers the best support and shortest turn‑around time possible.
2. WARRANTY
2.1 Warranty Period
ADVANTECH
aims to meet the customer’s expectations for post-sales service and support;
therefore, in addition to offering 1~2 years global warranty for ADVANTECH’s
standard products, a global extended warranty service is also provided for
customers upon request. ADVANTECH customers are entitled to a complete and prompt
repair service beyond the standard 1~2 years of warranty.
Standard products manufactured by ADVANTECH are covered by a 1~2 year’s global warranty from the date of shipment. Products covered by extended warranty and cross-region repair services against defects in design, materials, and workmanship, are also covered from the date of shipment. All non-ADVANTECH products will be covered by the original manufacturers’ warranty and the time period and shall not exceed 1 year of coverage through ADVANTECH.
2.2 Repairs under Warranty
It is possible to obtain a replacement
(Cross-Shipment) during the first 30 days of the purchase, if the products were
purchased directly from ADVANTECH and the product is DOA (Defective-on-Arrival).
DOA Cross-Shipment excludes any customized and/or
build-to-order products. The Cross-Shipment agreement signed by customers
is required for initiating/releasing cross shipment with ADVANTECH confirmation
and verification. The only conditions for Cross-Shipment are: a) the return
must not be damaged, altered or marked, b) all parts and accessories must be
included as originally shipped; and c) proof of purchase must be included. Any
returns that do not meet mentioned requirements above, or any wrong user
settings/configurations will be denied, or subject to additional
handling/service charges as determined by the ADVANTECH Repair Service
Department.
For those products which are not DOA, the return fee
to an authorized ADVANTECH repair facility will be at the customers’ expense. The
shipping fee for reconstructive products from ADVANTECH back to customers’
sites will be at ADVANTECH’s expense.
Note: Cross-Shipment applies to
customers in
2.3 Exclusions from Warranty
The product is excluded from warranty if
n the product has been found to be defective after expiry of the warranty period.
n warranty has been voided by removal or alternation of product or part identification labels.
n the product has been misused, abused, or subjected to unauthorized disassembly/modification; placed in an unsuitable physical or operating environment; improperly maintained by the customer; or failure caused which ADVANTECH is not responsible whether by accident or other cause. Such conditions will be determined by ADVANTECH at its sole unfettered discretion.
n
the product is damaged beyond repair due to a natural disaster such as a lighting
strike, flood, earthquake, etc.
n other products and accessories not manufactured by ADVANTECH are limited to the warranty provided by the original manufacturer. Examples of such products and accessories include RAM, HDDs, FDDs, CD-ROMs, CPUs, fans, and so on.
n product updates/upgrades and tests upon the request of customers who are without warranty.
3.
ADVANTECH provides warranty and
out-of-warranty global
repair services for customers at its facilities in the
following locations:
(1)
(2)
(3)
Mainland
(4)
Region
|
|
Location
|
Contact
|
E-mail Address |
|
AASC
|
|
|
|
|
|
AESC |
|
Menno Slikboer |
|
|
|
ACSC |
|
Jiang Lin |
|
|
AKMC
|
Kunshan
|
Qiang Guo |
|
|
ATSC
|
|
Jennifer Lin |
4. REPAIR PROCESS
4.1 Obtaining an
All
returns from customers must be authorized with an ADVANTECH
An
You
must fill out basic product and customer information and
describe the problems encountered in detail in “Problem Description”. Vague entries such as “does not work” and “failure” are not acceptable.
If you are uncertain about the cause of
the problem, please contact ADVANTECH’s Application Engineers (AE). They may be
able to find a solution that does not require sending the product for repair.
The
serial number of the whole set is required if only a key defective part is
returned for repair. Otherwise, the case will be regarded as out-of-warranty.
4.2 Returning the Product for
Repair
Customers
can save time and meet end-user requirements by returning
defective products
to any authorized ADVANTECH repair
facility without an
extra cross-region charge. It is required to contact the local repair center before offering global
repair service.
It
is recommended to send cards without
accessories (manuals, cables, etc.). Remove any unnecessary components from the
card, such as CPU,
DRAM, and CF Card. If you send all these parts back (because
you believe they may be part of the problem), please note clearly that they are
included. Otherwise, ADVANTECH is not responsible for any items not listed. Make sure the "Problem Description" is enclosed.
Give a low value to the product on the
invoice, or additional charges will be levied by customs that will be borne by the
sender. We strongly
recommend that you write “Invoice for custom purposes only with no
commercial value” on the shipment invoice. In addition, please attach an invoice with
All
products must be returned in properly packed ESD material or anti-static bags. ADVANTECH
reserves the right to return unrepaired items at the customer’s cost if
inappropriately packed. Besides that, “Door-to-Door” transportation such as
speed post is recommended for delivery, otherwise, the sender should bear additional
charges such as clearance fees if Air-Cargo is adopted.
Should
DOA cases fail, ADVANTECH will take full responsibility for the product and
transportation charges. If the items are not DOA, but fail within warranty, the
sender will bear the freight charges. For out-of-warranty cases, customers must
take care of both outward and inward transportation.
ADVANTECH will charge for repairing products if
n the product is repaired after expiry of the warranty period.
n the product is tested or calibrated after expiry of the warranty period, and a No Problem Found (NPF) result is obtained.
n the product, though repaired within the warranty period, has been misused, abused, or subjected to unauthorized disassembly/modification; placed in an unsuitable physical or operating environment; improperly maintained by the customer; or failure caused which ADVANTECH is not responsible whether by accident or other cause. Such conditions will be determined by ADVANTECH at its sole unfettered discretion.
n
the product is damaged beyond repair due to a natural disaster such as a
lighting strike, flood, earthquake, etc.
n
Product updates and tests upon the request of
customers who are without warranty.
If a product has been repaired by ADVANTECH, and within three months after such a repair the product requires another repair for the same problem, ADVANTECH will do this repair free of charge. However, such free repairs do not apply to products which have been misused, abused, or subjected to unauthorized disassembly/modification; placed in an unsuitable physical or operating environment; improperly maintained by the customer; or failure caused which ADVANTECH is not responsible whether by accident or other cause.
|
Service
Charge for Out-of-Warranty Service |
||||
|
ACSC AKMC ATSC |
|
Including Labor Cost / Material Cost / Freight Charge |
||
|
Minor Defect |
Medium Defect |
Major Defect |
||
|
Board |
Resister, Capacitor, TTL IC, Connector, Socket… |
SMT
Chipset, AD IC, CPLD |
BGA,
CPU, MCX314, |
|
|
Selling Price x 15% |
Selling Price x 25% |
Selling Price x 35% |
||
|
System |
CD-ROM,
FDD, T/S Control Board, Inverter, Fan, Cover, Cable, Screw… |
Power
Supply, Touch Screen |
LCD,
M/B, CPU, RAM, HDD |
|
|
Selling Price x 15% |
Selling Price x 25% |
US$60 + Component
Price |
||
|
NPF |
Board: US$30,
System: US$60 Handling Charge *NPF: No Problem Found |
|||
|
Rework |
Material Cost + Labor Cost (US$30 per hour) + Freight Charge *for customer special request |
|||
|
Subcontract |
Repair Charge
of Supplier x (1 + 5% handling charge) |
|||
|
AASC AESC |
Board |
US$105 + Freight Charge |
||
|
System |
Material Cost + Labor Cost $90 + Freight Charge |
|||
|
Rework |
Material Cost + Labor cost (US$60 per hour) + Freight Charge *for customer
special request |
|||
|
Subcontract |
Repair Charge of Supplier
x (1 + 5% handling charge) |
|||
Note:
please contact ADVANTECH PM/RSM for rework specification verification
Before we start out-of-warranty repairs, we will send you a pro forma
invoice (P/I) with the repair charges. When you remit the funds, please
reference the P/I number listed under "Our Ref". ADVANTECH reserves the right to deny repair
services to customers that do not return the DOA unit or sign the P/I. Meanwhile,
ADVANTECH will scrap defective products without prior notice if customers do
not return the signed P/I within 3 months.
4.4 Repair Turn around Time (TAT)
The definition of TAT is as follows:
TAT = ADVANTECH Received Date ~ ADVANTECH Shipped Date
For products manufactured in-house by ADVANTECH, the TAT is as below.
(1) One shipment of up to 40 pieces: the TAT is approximately 5~7 working days.
(2) One shipment of 40-80 pieces: the TAT is approximately 10~12 working days.
(3) One shipment of more than 80 pieces: the TAT is approximately 15~17 working days.
We will send products which are not manufactured by ADVANTECH to the original manufacturer for repair. This approximately takes 10~20 working days.
The TAT may be delayed if the customer
n does not sign and return the P/I within 48 hours.
n fails to pay the A/R within the due date.
n gives an insufficient error description, such as "does not work", or "failure".
n has modified the original design of the ADVANTECH product.
n delays a reply or fails to reply to an ADVANTECH request for further information such as application environment and configuration.
4.5 Repair Service for Phased-out Products
ADVANTECH offers a continuous repair service for one more warranty period after the date of announcement of the product phase-out. Product upgrades (no upgrade charge, inherit the warranty of old product) or partial credit (depends on remaining warranty) will be taken into consideration if an unexpected situation happens and ADVANTECH can not fix the defective unit within warranty.
4.6 Repair Report
ADVANTECH returns each product with a “Repair Report” which shows the result of the repair. A “Repair Analysis Report” is also provided to customers upon request. If the defect is not caused by ADVANTECH design or manufacturing, customers will be charged US$60 or US$120 for in-warranty or out-of-warranty repair analysis reports respectively.
4.7 Custody of Products
Submitted for Repair
ADVANTECH will retain custody of a product submitted for repair for one month while it is waiting for return of a signed P/I or payment (A/R). If the customer fails to respond within such period, ADVANTECH will close the case automatically. ADVANTECH will take reasonable measures to stay in proper contact with the customer during this one month period.
4.8 Shipping Back to Customer
ADVANTECH normally ships
.
5. CREDIT RETURN
5.1 Credit Return Process
ADVANTECH provides a 30-day money
back guarantee on our products (special-order items excluded). ADVANTECH is not
responsible for any items not listed. During transit, the customer will be
responsible and liable for any missing or damaged parts, and to either insure
the product or assume the liability for loss or damage. Customers are
responsible for all cancelled orders and freight charges to return material to ADVANTECH.
5.2 Credit Return Term
No
material shall be accepted for return if requested more than 90 days from the
original invoice date. Materials returned to ADVANTECH for credit shall be subject to a
restocking charge based on the following schedule.
0 ~ 30 days à 0% for DOA
31 ~ 60 days à 20% Restock Fee
61 ~ 90 days à 30% Restock Fee
90+ days à No
Returns Accepted
Approved Evaluation Orders
(Option 401) are exempt from restocking fees if they are in a re-saleable
condition and they were requested to be returned within 60 days of the invoice date.
After 60 days the above policy will apply.
5.3 Credit Return Rules
All
material returned to ADVANTECH must be in a re-saleable condition as determined
by ADVANTECH. Material should be returned in original ADVANTECH boxes and
include all original packaging, manuals, disks, and other originally included
hardware and components. Returns that do not meet this requirement may be
denied or subject to an additional restocking charge as determined by the ADVANTECH
RMA Dept. Damaged items are not accepted. Integration, assembly, test, or other
service related charges should not be credited. Returns for special-order material or material not
no
Credit Return Contact Information
Region
|
Contact
|
E-mail
Address |
|
|
|
|
|
Menno Slikboer |
|
|
|
Regional Sales |
|
|
Regional Sales |
|
ADVANTECH provides some additional customer services based on applications. Please refer to the table below for more details.
|
Service
Product |
AASC |
A |
AESC |
AKMC |
ATSC |
|
On Site Service |
|
V |
|
|
V |
|
Extended Warranty |
V |
V |
V |
V |
V |
|
Technical
Training |
|
V |
|
|
V |
|
Delivery Service |
V |
V |
V |
V |
V |
|
Analysis Service |
|
|
|
|
V |
|
Maintenance Service |
V |
V |
|
|
V |
|
Upgrade Service |
V |
V |
|
|
V |
|
Replacement Service |
V |
V |
V |
V |
V |
|
Flat Rate Service |
V |
V |
V |
V |
V |
ADVANTECH on site customer support is an optional
service that the charge will be based on the service level and the contract period
of validity. Single or project-basis on-site service will be provided.
Once
the warranty period expires, customers can continue the same level of repair
service
|
P/N |
Description |
Markup |
|
AGS-EW-01 |
Extended Warranty for 12
months |
5.00% |
|
AGS-EW-02 |
Extended Warranty for 24
months |
8.00% |
|
AGS-EW-03 |
Extended Warranty for 36
months |
12.00% |
|
AGS-EW-05 |
Extended Warranty for 15
months |
5.75% |
|
AGS-EW-08 |
Extended Warranty for 18
months |
6.50% |
|
AGS-EW-0Q |
Extended Warranty for 3
months |
1.25% |
Under
certain circumstances, ADVANTECH provides technical training including hardware
and software. This includes setting-up configuration and trouble shooting.
ADVANTECH
provides logistical services, called spares depot service. ADVANTECH will stock
and manage customer owned inventory, either at ADVANTECH, or at strategically
located sites globally. With the proper logistics plan, ADVANTECH can deliver
spares in less than 24 hours to any location in the world.
ADVANTECH provides a product
defect analysis service in order to inform customers of defects for better customer
satisfaction. The content in DAR (Defect Analysis Report) including
Product/Problem Information, Field Inspection Outcome, Suggestions/Actions, and
Follow-ups.
ADVANTECH
provides shipment of replacement products within 24 hours of request. The
replacement products will be shipped out before received the repair items.
One
of the optional extended warranties. In addition to paying the amount of
initial fee, customer will pay for the each repair item with a flat rate, regardless
of the complexity of the repair.