ADVANSUS SERVICE POLICY

1. PURPOSE

ADVANSUS has established the following guidelines to give you the best support and shortest turn-around time possible.

2. WARRANTY

2.1Warranty Period

ADVANSUS aims to meet the customer’s expectations for sales service and support; therefore, customers are entitled to a complete and prompt repair service.

Standard products manufactured by ADVANSUS are covered by a 2 year’s warranty from the date of shipment.

2.2Repairs under Warranty

During the warranty period, ADVANSUS will repair all defective ADVSNSUS

manufactured products, provided that they are returned at the customer’s

expense to ADVANSUS repair center. ADVANSUS has sole unfettered

discretion to determine whether a particular product will be either repaired or

replaced.

It is possible to obtain a replacement during the first 30 days of the purchase, if the products were purchased directly from ADVANSUS and the product is DOA (Dead-on-Arrival).

Others , excluded DOA problem, ADVANSUS will process the repair service under in-warranty circumstance. Any returns that out-of warranty or 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 ADVANSUS Repair Service Department.

2.3Exclusions from Warranty

The product is excluded from warranty if

(1)the product has been found to be defective after expiry of the warranty period.

(2)warranty has been voided by removal or alternation of product or part identification labels.

(3)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 whether by accident or other cause.

(4)the product is damaged beyond repair due to a natural disaster such as a lighting strike, flood, earthquake, etc.

(5)product updates/upgrades and tests upon the request of customers who are without warranty.

  1. REPAIR PROCESS

3.1Obtaining an RMA Number

All returns from customers must be authorized with an ADVANSUS RMA (Return Merchandise Authorization) number. Any returns of defective units or parts without valid RMA numbers will not be accepted.

When requesting an RMA number, please kindly fill out the RMA request from e-RMA system through web . You must fill out basic product and customer information and describe the problems in detail in “Problem Description”. Vague entries such as “does not work” and “failure” are not acceptable.

3.2Returning the Product for Repair

It is recommended to send boards without accessories (manuals, cables, etc.). Remove any unnecessary components from the MBs, such as CPU, DRAM, and CF Card. If all these parts have been sending back, please note clearly that they are included. Otherwise, ADVANSRS is not responsible for any items not listed. Make sure the “Problem Description " is enclosed.

Should DOA cases fail, ADVANSUS will take full responsibility for the product. If the items are not DOA, but fail within warranty, the sender will bear the shipping charges and ADVANSUS will bear the charge when goods return. For out-of-warranty cases, customers must cover the cost and take care of both outward and inward transportation.

3.3Service Charges

The service charge is by the following formula.

Inspection and testing charge (USD$20/case) plus material cost.

ADVANSUS will charge for repairing products if

  1. the product is repaired after expiry of the warranty period.
  1. the product is tested or calibrated after expiry of the warranty period, and a No Problem Found (NPF) result is obtained.
  1. 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 ADVANSUS is not responsible whether by accident or other cause. Such conditions will be determined by ADVANSUS at its sole unfettered discretion.
  1. the product is damaged beyond repair due to a natural disaster such as a lighting strike, flood, earthquake, etc.
  1. Product updates and tests upon the request of customers who are without warranty.

3.4 Repair Turnaround Time (TAT)

The definition of TAT is as follows:

TAT = The Second working day of ADVANSUS Received goods ~ ADVANSUS Shipped Date

For products manufactured in-house by ADVANSUS, the TAT period will be 10 working days.

Note: TAT might be varied in different region, part availability and technical condition etc.

We will send products which are not manufactured by ADVANSUS to the original manufacturer for repair. This approximately takes more 10 ~ 20 working days.

The TAT may be delayed if the customer

1. gives an insufficient error description, such as "does not work", or "failure".

  1. has modified the original design of the ADVANSUS products.
  1. delays a reply or fails to reply to an ADVANSUS request for further information such as application environment and configuration.

3.5Repair Report

ADVANSUS returns each product with a “Repair Report” which shows the result of the repair through e-RMA system. A “Repair Analysis Report” is also provided to customers upon request.

3.6Shipping Back to Customer

The forwarding company for RMA returns from ADVANSUS to customers is selected by ADVANSUS. Per customer requirement, other express services should be adopted, such as UPS, FedEx and etc. The customer must bear the extra costs of such alternative shipment. If you require any special arrangements, please indicate this when shipping the product to us.

.