Warranty and Support Policy
Parts: One Year*
Labor: Five Years
Technical Support: Unlimited
(1.1) Polywell's warranty policy is designed to assure our customers
that their PolySystem will be supported, in spite of the accelerating
pace of improvements in personal computer components that leaves many
components with a lifecycle of six months or less.
(1.2) Polywell will repair PolySystems at Polywell's facilities without
labor charge (except for repairs that must be performed at the manufacturer's
facility, e.g., monitors), for up to five years from date of purchase. Polywell warranties all products purchased for one year
from date of purchase, supplemented by Limited Manufacturers' extended
Two to Five year Warrantees, where provided. (Please check with the manufacturer's web site for details.)
(2.1) During the first thirty days after purchase, Polywell will
replace defective parts in advance of its return. After thirty days
and up to one year, Polywell will, at its option and upon receipt
of the failed component, either replace the part, if it is available
commercially or in stock (either new or refurbished), or
refer it to the original manufacturer for replacement or repair. If
repair or replacement is unavailable, Polywell may substitute a
new or factory-refurbished part of similar or better functionality
and quality for the defective part under warranty, which will be covered
for the remaining portion of the original warranty.
(2.2) After one year, parts covered by any extended manufacturer's
warranty may need to be returned directly to
the manufacturer for replacement or repair. Polywell will assist customers
in determining applicable coverage and in contacting the manufacturer.
(2.3) An enhanced warranty that provides advance parts replacement (excluding monitors) is available at time of purchase.
(2.4) In no event will Polywell be responsible for loss of data, user
time, loss of profits or misuse of any nature. The user
shall exercise reasonable prudence in maintaining backups and an appropriate
system operating environment.
Obtaining warranty service directly from manufacturers
*Some manufacturers of components and peripherals used in your Polysystem provide direct warranty service, and may also carry a warranty beyond our standard warranty. You should take advantage of these services, since it will save you time and money to go directly to them to obtain repair service and/or replacements.
It is the responsibility of the
customer to contact the manufacturer for the extended warranty coverage.
Below are some of the manufacturers.
The recipient shall inspect all packaging for any apparent
damage upon receipt. If there is any visible damage to the shipping
container, the shipment may be rejected or the delivery person may
be asked to confirm the signs of visible damage in writing.
IF YOUR SYSTEM ARRIVES DAMAGED
event the system has been damaged by improper handling, the recipient,
if retaining possession, should file a claim with the carrier. Polywell will assist in completing the claims process.
The recipient should do the following:
- Contact the carrier (UPS 1-800-742-5877; Fedex 1-800-463-3339; DHL 1-800-225-5345) and explain the situation. You may want to take photos of the damaged box and/or contents. It may come in handy and expedite the process.
- Call Polywell at 1-800-676-6618. YOU MUST DO THIS WITHIN 5 DAYS OF RECEIPT OF THE SYSTEM. We will arrange for a replacement unit.
(3.2) Every PolySystem is fully tested for 72 hours, as reported on
the enclosed QA checklist. The customer shall review that report and
the invoice. Any discrepancy between the invoice report and the product
received must be reported to Polywell within 5 DAYS of receipt of
(3.3) In the event that the system is not functional, but otherwise
apparently undamaged physically upon arrival (components may become
dislodged during shipping), the recipient should, if necessary, do
the following with the assistance of Technical Support: remove the
case cover, reseat all cable connections, add-on cards, memory, and
(3.4) Recipient shall not install any additional hardware or software
before verifying the operating condition of all system features, such
as sound, CD-ROM, modem, tape drive, etc. All installed parts have been
configured and activated; e.g., sound will be heard as Windows is
opened. One exception is that a Plug-and-Play monitor may need to
be automatically identified upon initial startup: this is normal.
The user shall test the fax software and fax/modem card by sending
Polywell or a friend a fax transmission; the tape drive by formatting
the tape and trying to back up some files; the CD-ROM drive by putting
a CD in the CD-ROM Drive and using the Operating System to read
the directory on the CD (as with a floppy drive).
(3.5) It is the responsibily of the Customer to keep records of all software product Activation Keys and/or software Serial Numbers. Polywell is not responsible for lost keys or codes.
(4.1) One year of toll free 24-hour technical support is available as an option for all systems shipped directly to business or home users in the
U.S. and Canada.
(4.2) Support service begins upon receipt of the system. Support service
covers only those products purchased from and installed by Polywell.
Non-Polywell products purchased separately and installed by the customer
are not supported. Note however, that existing preowned products may
be installed by Polywell in a new Polywell system for a
charge. Users with questions and problems are directed to the toll-free
telephone number on the label affixed to the front of their system.
They will be asked for the service contract serial number on the same
label to verify their coverage. The technician will provide hardware
and basic software support to resolve operational conflicts. If the
technician believes that the problem may lie with the hardware, he
will arrange for shipment of replacement components and schedule on-site
service if on-site service is obtained (see above).
(4.3) In addition, Polywell offers lifetime technical support by telephone
during regular business hours (Monday to Friday, 8:30 A.M. to 5:30
P.M. Pacific Time and Saturdays by appointment).
(4.4) Neither telephone technical support nor
on-site service will include software training or support (beyond initial
installation), or hardware upgrades. The customer will be charged
Polywell's current rate of $75/hr (minimum
one hour, with additional charges billed at 15 minute increments) if the
problem is related to software usage or non-Polywell hardware. Customer should have credit card ready before calling. It
is the customer's responsibility to become familiar with installed
(5.1) If a system is DOA (dead on arrival), Polywell will issue
an RMA Number and ship a replacement system. YOU MUST NOTIFY US WITHIN 5 DAYS OF RECEIPT OF THE SYSTEM in order for it to be considered DOA. Please allow approximately
4 to 10 days for production of the new system (total required time depends on
availability of parts and transit time). Polywell will issue
a call tag for the return shipment of the defective or non-operating
unit. Both return and replacement shipping is at Polywell's expense.
(5.2) Parts determined to be defective within the warranty period will be replaced via ground service. Please note that special-order parts might require
longer lead time for replacement.
(5.3) Polywell requires a valid Credit Card number or similar security
as a guarantee for any part replaced in advance. If the defective
part is not returned, postage paid, within 15 days of receipt of
the replacement, the customer will be charged for the replacement
(5.4) The RMA number must be prominently noted on the shipping container.
Polywell reserves the right to refuse delivery of any package that
does not have a valid RMA number clearly visible on or near the
shipping label. You will be responsible for all shipping charges if we refuse shipment due to a missing RMA number.
(5.5) If the system is out of warranty, or the problem is created
by software or hardware purchased outside of Polywell, there will be a charge of $75/hr for the
service. The Customer will be responsible for all shipping.
|30 Day Money
Back Guarantee and Systems Returns
| (6.1) Standard systems will be refunded in full, less the original
shipping charge and a 15% restocking fee,
(customer is required to pay shipping back to Polywell), if the system
is returned within 30 days of the original shipment. Exception: this
guarantee does not cover mishandling of the PolySystem by the customer.
(6.2) Additionally, a defective PolySystem may be returned after the
initial thirty-day period for credit or exchange, if the customer
has contacted either our third party support or Polywell within the
first thirty days regarding a hardware problem that cannot be resolved
by telephone support, replacement of defective parts, and/or on-site
(6.3) Special ordered items and software cannot be returned for credit
(6.4) In all cases, returned products must be packed in original box(es)
in saleable condition, including all software drivers, cables, manuals
(7.1) Within 60 days of invoice date, upgrades or installation
of additional hardware or software purchased from Polywell and installed
on Polywell systems may be performed at Polywell facilities. The
customer shall pay shipping both ways. In most cases, there will
be no additional labor charge for hardware installation. However,
following 60 days after the invoice date, subsequent upgrades or
installation of non-Polywell hardware or software on PolySystems
will incur the current minimum labor charge ($75/hr) and the customer must pay shipping both ways.
(7.2) Polywell provides upgrade services for older systems:
A. $75 per hour, minimum 1.5 hour
(complex configurations and software migration may take
B. Recommended upgrade areas:
iii. CPU Fan
v. add new hard drives
vi. upgrade to new DVD-RW
vii. replace system fan if more than 2 years old
viii. replace P/S if more than 2 years old, or upgrade the P/S if
additional hardware requires a higher wattage P/S to support it.
C. We will help the customer to migrate the system so that the original
programs and data will migrate with the new configuration.
D. We will also clean up the system and run through our normal production
burn-in and QA processing to certify the system is running in good
E. Hardware charges are based on current prices, quoted by the sales
rep or the technician or the customer service agent.
| (8.1) The validity, interpretation, and performance of this Agreement
shall be controlled by and construed under the laws of the State of
California, and the State of California shall have exclusive jurisdiction
to resolve any disputes of any nature based on or related to this
agreement under the applicable provisions of the Uniform Commercial
Code as codified in the State of California.
(8.2) If any legal action, including an action for declaratory relief,
is brought to enforce or interpret the provisions of this agreement,
the prevailing party shall be entitled to recover reasonable attorneys'
fees from the other party. These fees, which may be set by the court
in the same action or in a separate action brought for that purpose,
are in addition to any other relief to which the prevailing party
may be entitled. This provision applies to the entire agreement.