GUARANTEE and
TECHNICAL SUPPORT POLICY, OPTIONS AND CONDITIONS
This is our default
Service Level and unless specifically agreed in writing by 3TH at the time of
sale will be operative (as will the General Condition below and 3TH’s General
terms and Conditions).
Guarantee on Complete and part systems.
During the first 12 months
after delivery you have two options if something goes wrong:-
i. If you buy a Server/ P.C., base unit or kit you can return the "module" e.g. base unit to us and we will fix it. In this situation, typical turn round is 2 - 4 days. Within fifteen miles of Oxford we will collect and return the faulty system "from reception" at our expense. Outside this area the you will need to pack the faulty item and return it to us at your expense, return carriage will be at 3TH’s expense. 3TH will not be responsible for disconnecting or re-connecting the faulty item. Copying data, etc will be charged for if required. Please see notes ** at the end of this document on turnaround and target times.
ii. An alternative is a pre-swap warranty on the component that has failed (or the one you think has failed). If you advise us that there is a problem caused by a faulty component (e.g. hard disk) and that the problem is a faulty component, we will send you a spare so you can swap out the item you think has failed before returning the faulty item to us. If we have not had reasonably extensive dealings with you we normally ask for a credit card number, purchase order or similar to make sure we get the failed part back. We don't charge unless we don't get the part back within a stated time period – normally fourteen days. Subject to availability of stock, the aim of the service is to get a replacement to you within two to three working day. If you send an item back to us our target to fix or replace it is within 2 to 3 days. We pay outgoing carriage; customer pays return carriage/postage except we pay carriage both ways for damage on delivery. Within five miles of Oxford Centre we will collect and deliver the spare at our expense. Note - If you try to fix a fault yourself with this system and cannot fix it, then you can still return the system to us for repair.
Keyboards and mice are always replaced on an advance replacement basis.
Unless otherwise stated all monitors also come with on-site replacement warranties via the manufacturer (in addition to the 3TH warranty). If you have a problem with a monitor you can, if you wish, call the monitor manufacturer yourself - rather than contact us - and have them swap it out. Alternatively you can call us and we will swap it. In practice, even if you call us, we will often get the monitor manufacturer to do the swap out for us. If you put security tags or other indelible marks on the monitor, then it may be necessary to repair rather than swap-out the monitor. This may result in a delay in getting a monitor problem resolved.
After the initial 12
months period
Many of the components of the systems we supply have manufacturer’s warranties longer than 12 months. In particular you can assume that monitors, unless specifically stated otherwise at the time of sale, have a three year manufacturer warranty. 3TH makes no undertaking as to the operation of these warranties however at the time of writing no customer has failed to obtain a warranty repair on a monitor during the three year period. Hence, after the end of the initial 12 months you should be able to contact the monitor manufacturer directly for a repair and generally monitors are replaced on-site by a “collect and deliver” service.
Other components in systems are also likely to have extended manufacturer’s warranties, for example larger hard disk. This will require you to return the hard disk to the manufacturer.
Generally 3TH will give advice to the customer as to how to obtain the benefit of a manufacturer’s extended warranty but can not guarantee these efforts will be successful and can accept no liability for the failure of a manufacturer to honour an extended warranty. 3TH may, at its discretion, arrange for the manufacturer’s extended warranty on monitors to be effected for larger customers.
Guarantee on Components. Unless specifically stated, all items come with a 12 months guarantee, which is on an advance replacement "pre-swap" basis for larger customers and but requires users to return the failed part to us first for smaller organizations and individual users (unless agreed at the time sale).
Can't Get a Kit Working If you buy a kit and you can not get it going and find in the end that you can not find the problem, you can return the complete machine to us and we will fix it. We don't charge for sorting things out if the fault is obviously down to us but will charge return carriage.
Compatibility Issues If we test a component (e.g. video card, Disk Controller or similar) here and it works and you put it in your PC and it does not work due to a compatibility problem we will (within 30 days of purchase) swap it for the equivalent or something else (as mutually agreed) for a handling charge of 10% of the selling price with a minimum of £15 and a maximum of £50. If none of the components we can supply will do the job we will give you a refund less a handling fee of 15% of the selling price to a minimum of £35. To qualify for a refund or exchange, items must be returned in a condition where they can be easily sold and with all documentation, cable, accessories and disks as originally supplied (see also "Fitness for Purpose").
Technical Support
3TH support is free but is aimed at IT professionals and those who have reasonable IT skills. Operating System or application program support in just about any shape or form is specifically excluded – except where it relates to the interaction of the operating system and the hardware. So, for example, if you buy a PC and you can’t configure the video then we will try to direct you to where a driver may be found, but our advice does not normally extend to telling you to configure the driver in the operating system - you are expected to have that skill. Items such as setting up Internet connections etc are not included. Initial support queries need to be made by email, unless they are critical or your email is down. We would expect that subsequent communications would also be by email unless a telephone call is more appropriate to the problem. Generally support stops 12 months after sale, however there are no hard and fast rules, it is down to what is reasonable.
** Note - we prefer using expressions such as “targets to repair” or “estimated turn around time”. These mean that we have resourced sufficient standby labour and parts coverage to enable us to fulfil these targets/estimates. Other suppliers use expressions such as “next business day”. In practice the application of such expressions may result in an engineer turning up within the day in order to satisfy the target – but having no spares or skills to enable the problem to be fixed.
Service Level A2
As Level A1 but 3TH’s guarantee is for two years
Service Level A3
As Level A1 but 3TH’s guarantee is for three years
Service Levels
AE1, AE2 and AE3 – Express Services
As Level A1, A2 and A3 except 3TH’s target turnaround for repairs after receipt by 3TH and provision of an advance replacement of a spare is one working day
Guarantee on Complete and part systems.
During the first 12 months
after delivery if something goes
wrong:-
I. If you are within 15 miles of the centre of Oxford (further by specific agreement) we will come on site to fix it. Typical time to repair is two to three working days. It should be noted that our engineer or representative may take the failed system back to our workshop for repair if that appears most appropriate. Where a system has been supplied with removable hard disks or power supply modules then it is expected, unless agreed in writing at the time of purchase, that the customer will always remove a failed disk or power supply module and it will be replaced by the advance replacement method - with the customer re-fitting the faulty item, i.e. 3TH’s engineer would not come on site to fix the fault. On-site visits would normally be within the period 9a.m. to 6p.m. Monday to Friday and an extra charge may be made if you need us to work outside this period. If as part of a repair a hard disk supplied by 3TH and under warranty needs to be replaced and you would like us to keep the data on it and restore it to a new drive then 3TH will do this as part of the service provided the work is realistic and does not require more than one hours labour. If the system was originally supplied by 3TH with an operating system licence and the operating system was also loaded then 3TH may at its discretion offer to reload the default operating system should this be needed. This would not extend to dual boot systems or to configuring any items not supplied by 3TH when the system was originally supplied.
II. If you are outside the on-site area (or of you are in the on-site area but prefer it) the system can returned to us. Within fifteen miles of Oxford we will collect and return the faulty system "from reception" at our expense. Outside this area the you will need to pack the faulty item and we will collect it. Carriage both ways will be at 3TH’s expense. 3TH will not be responsible for disconnecting or re-connecting the faulty item. Copying data, etc will be charged for if required.
III. An alternative is a pre-swap warranty on the component that has failed (or the one you think has failed). If you advise us that there is a problem caused by a faulty component (e.g. hard disk) and that the problem is a faulty component, we will send you a spare so you can swap out the item you think has failed before returning the faulty item to us. If we have not had reasonably extensive dealings with you we normally ask for a credit card number, purchase order or similar to make sure we get the failed part back. We don't charge unless we don't get the part back within a stated time period – normally fourteen days. Subject to availability of stock, the aim of the service is to get a replacement to you within one to two working day. If you send an item back to us our target to fix or replace it is within one to two days. We pay outgoing carriage; customer pays return carriage/postage except we pay carriage both ways for damage on delivery. Within five miles of Oxford Centre we will collect and deliver the spare at our expense. Note - If you try to fix a fault yourself with this system and cannot fix it, then you can still return the system to us for repair.
Keyboards and mice are always replaced on an advance replacement basis.
Unless otherwise stated all monitors also come with on-site replacement warranties via the manufacturer (in addition to the 3TH warranty). If you have a problem with a monitor you can, if you wish, call the monitor manufacturer yourself - rather than contact us - and have them swap it out. Alternatively you can call us and we will swap it. In practice, even if you call us, we will often get the monitor manufacturer to do the swap out for us. If you put security tags or other indelible marks on the monitor, then it may be necessary to repair rather than swap-out the monitor. This may result in a delay in getting a monitor problem resolved.
After the initial 12
months period
Many of the components of the systems we supply have manufacturer’s warranties longer than 12 months. In particular you can assume that monitors, unless specifically stated otherwise at the time of sale, have a three-year manufacturer warranty. 3TH makes no undertaking as to the operation of these warranties however at the time of writing no customer has failed to obtain a warranty repair on a monitor during the three year period. Hence, after the end of the initial 12 months you should be able to contact the monitor manufacturer directly for a repair and generally monitors are replaced on-site by a “collect and deliver” service.
Other components in systems are also likely to have extended manufacturer’s warranties, for example larger hard disk. This will require you to return the hard disk to the manufacturer.
Generally 3TH will give advice to the customer as to how to obtain the benefit of a manufacturer’s extended warranty but can not guarantee these efforts will be successful and can accept no liability for the failure of a manufacturer to honour an extended warranty. 3TH may, at its discretion, arrange for the manufacturer’s extended warranty on monitors to be effected for larger customers.
Guarantee on Components as Level A1. Subject to availability of stock, the aim of the service is to get a replacement to customers within one working day. If you send an item back to us we aim to fix or replace it within 24 hours.
Compatibility Issues? As Level A but no charge for replacement
Can't Get a Kit Working If you buy a kit and you can not get it going and find in the end that you can not find the problem, you can return the complete machine to us and we will fix it. We don't charge for sorting things out if the fault is obviously down to us but will charge return carriage.
Technical Support
3TH support is free but is aimed at IT professionals and those who have reasonable IT skills. Operating System or application program support in just about any shape or form is specifically excluded – except where it relates to the interaction of the operating system and the hardware. So, for example, if you buy a PC and you can’t configure the video then we will try to direct you to where a driver may be found, but our advice does not extend to telling you to configure the driver in the operating system - you are expected to have that skill. Items such as setting up Internet connections etc are not included. Initial support queries need to be made by email, unless they are critical or your email is down. We would expect that subsequent communications would also be by email unless a telephone call is more appropriate to the problem. Generally support stops 12 months after sale, however there are no hard and fast rules, it is down to what is reasonable.
As Level B1 except 3TH’s guarantee is two years
As Level B1 except 3TH’s guarantee is three years
Service Level BE1
(Express Service)
As Level B1 except target time to repair on site is one to two working days and turnaround on returned items is one working day after receipt. No extra charge if on-site visit needs to be outside the the period 9a.m. to 6p.m. Monday to Friday.
The aim on advance replacements is to get a spare to you within one working day.
As Level BE1 except 3TH’s guarantee is two years
As Level B1 except 3TH’s guarantee is three years
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Subject to Special Quotation we may also offer the following Service Levels
Service Level M (Manufacturer's Warranty)
Items are covered by specific manufacturer’s warranties, which vary according to make and model. Any technical support is via manufacturer. Failure of manufacturer to offer remedy under warranty or provide technical support is not the responsibility of 3TH.
Items are sold without warranty and no technical support is included in sale price.
If items are sold on this basis and a statement is made that they have been tested then they will have been tested by 3TH as part of a standard configuration using industry standard diagnostics such as "Quicktech". No refunds, strictly cleared funds prior to dispatch.
As service level 2 but 90 days return to base warranty, no exchanges or refunds, no tech support.
Service Level 2
Guarantee on Kits, P.C. s and Barebones - Unless specifically stated, all items come with a 12 months guarantee which is based on your returning the part that has failed (as above). If you buy a kit or complete P.C. and you find in the end that you cannot find the problem, you can return the complete machine to us and we will fix it. However a charge will be made (at 3TH's current labour rate) plus return carriage to cover our time.
Guarantee on Components Unless specifically stated, all items come with a 12 months guarantee that is based on your returning to us or to the manufacturer the part that has failed. Return carriage is payable by customer. Manufacturer's warranty where available will be used for repair replacement. "Best efforts" will be made to repair/replace the faulty item as quickly as possible but no fixed time commitment is made by 3TH for repair/replacement. Before returning the item please contact us for a returns number. A fixed charge of £25 plus return carriage is made for "no fault found" situations.
Extended Manufacturer Warranty - Customer must deal directly with manufacturer.
Does it work correctly? As Level A above except handling charge for exchanges is 20% of selling price with a minimum of £25 and a maximum of £150. Refunds - 20% of selling price, minimum of £40.
Technical Support Basic technical support only to resolve omissions in documentation or establish that the product supplied by 3TH is faulty
General Conditions (apply to all Service Levels)
3TH’s General Terms and Conditions apply. Also:-
3TH Ltd will make reasonable efforts to resource sufficient labour and spares to meet the estimates/targets above but is not liable for any consequences – direct or indirect - of failure to meet targets.
When carrying out a repair that requires a part or parts to be replaced, 3TH Ltd will repair using a part that is identical, functionally identical as possible or superior. In practice though the nature of the IT industry means that 3TH Ltd cannot though guarantee that the new part will be identical or functionally identical. If this should be the case then 3TH will liaise with you to try to find the optimal solution. However in the case of a motherboard or possibly some other core component you may need to re-configure re-load or re-install the operating system and any other effected software yourself or at your expense. It may also mean that attached items not supplied by 3TH may cease to function.
If 3TH is unable or it is not economical to carry out a repair then 3TH’s sole liability will be to replace the complete unit with one that is generally functionally equivalent or superior. Again this may mean that you may need to re-configure re-load or re-install the operating system and any other effected software yourself or at your expense and it may also mean that items not supplied by 3TH may cease to function.
Customer's items in our care - If we have a customer's item on our premises and it is stolen or damaged or effected by fire, flood etc then 3TH will replace the item by an equivalent or superior item in equivalent condition or provide compensation at the current market value of the item. The item may not be replaced by an identical one. If part of the item is special in some way (e.g. an item of special equipment, or an old item that can not be replaced) then, unless agreed otherwise, customer must cover the risk of the item being lost, stolen or damaged themselves. 3TH will not be liable for damage during repair etc caused by equipment being in an unfit state to be worked on. Under no circumstances will 3TH be liable for any loss of data, lost work or time etc caused by loss or damage to equipment we have in our care or are repairing on or outside the customer's premises.
If an item is in our care that the customer has to collect and the customer does not collect the item within 2 months of 3TH notifying that the item should be collected, then 3TH reserves the right to sell the equipment and hold the proceeds for the customer for a period of one year or if the equipment has no significant market value to dispose of the equipment. By notify we mean make three attempts to contact the customer on any telephone number we have been left or two letters to the last known address. If we have no contact details for the customer the right to dispose will take effect 10 weeks after the date we received the equipment.
Consequential Damages The limit of our liability, under any circumstances, is the selling price of the goods or services we sold to you. We will not be held liable for any consequential damages whatsoever including damage to upgrades or items not purchased from us, loss of data, time, business or work, personal injury etc.