Limited Warranty Policy on 1 Beyond Systems and Storage
1 Beyond, Inc.’s standard limited warranty is one year, parts and labor, return to 1 Beyond. The warranty includes all components originally shipped as part of the base system in the chassis, plus keyboard and mouse if supplied. This warranty ensures that all products will remain in working condition, free of defects, under normal use for 12 months from the date of shipment. Monitors, other external devices, and I/O boards installed in the system are covered by their respective manufacturers’ warranties.
Another feature of the warranty is that most 1 Beyond systems are designed to have externally removable disks so that when there is a disk failure confirmed by the 1 Beyond support staff, an RMA number is assigned and a replacement disk is cross-shipped to ensure minimum down time.
Extended Warranties past the first year are available with system purchase for a maximum of 4 additional years or 5 years total. If it is not quoted with the system, Please ask for a quote.
Applications support is included for
all 1 Beyond written software and software purchased from and
installed by 1 Beyond as long as the system is under warranty or
extended warranty.
Issues Not Covered by 1 Beyond Warranty
The customer will be charged for
service in cases where the problem was traced to one of the
following:
• Failure of hardware or software
not provided by 1 Beyond.
• Accident, abuse, water damage, or
causes other than normal wear and tear.
• Power surge or
shortage.
• User-installed software or
software virus.
• Non-1 Beyond software malfunction,
software bugs, file corruption, or file deletion.
• Complications due to
user-installed components and software not covered under this
warranty.
1 Beyond will not be held
responsible for lost data due to hardware failure or software bugs.
The customer is responsible for maintaining backups, doing system
checks / disk cleanups, defragmenting hard drives,
etc.
1 Beyond’s systems and storage are
sold as complete integrated systems and are not intended to be
modified by the customer. 1 Beyond will not provide technical
support for modifications made by the customer, and any repair work
arising from said modifications will be billed to the customer;
this also includes round-trip shipping charges.
Remote Access for Support and Training
Note that while 1 Beyond does not
warranty software provided by other vendors, however if purchased
from and installed by 1 Beyond, 1 Beyond technicians will provide
phone support for the period of the system warranty. This service
and support includes remote log-in to a system if necessary to
assist with problem solving. Remote access is also available for
very cost effective training.
Return for
Repair Procedure
In order to initiate a warranty
repair service, the following procedure must be
followed:
• The customer will speak with a 1
Beyond service technician to pinpoint the nature of the problem to
see if it can be repaired over the phone.
• If it is determined that it should
be sent to 1 Beyond for repair, a Returned Material Authorization
(RMA) number will be issued.
• If on-site hardware repair work
is deemed necessary by 1 Beyond, the customer will be instructed to
provide their location and contact details to our on-site service
representative.
• If the repair can be achieved
with parts replacement, a Returned Material Authorization (RMA)
number will be issued.
• Proper packing and freight
charges to 1 Beyond are the responsibility of the
customer.
• 1 Beyond will pay for the most
reasonable return shipment to the customer.
Return for
Refund Procedure
Refunds will be made up to 20 days
from the date of shipment, provided all the following requirements
are met:
• The customer must call and receive
a valid RMA number.
• The customer will return ALL
original boxes, software, and manuals in their original
condition.
• The equipment must be returned by
the same carrier and in the same delivery time as when it was
originally shipped to the customer; this also includes the same
insurance coverage.
• All equipment must be in intact
and unmodified.
• The customer pays all freight and
insurance costs.
A 15 percent re-stock fee will
apply, and no refunds will be made after 20 days following date of
shipment.
Any claims under this warranty are
non-transferable. 1 Beyond must receive products returned under
this warranty before the warranty period has expired. During this
period, 1 Beyond will, at its discretion, repair or replace any
eligible part, which is determined by 1 Beyond to be defective in
materials or workmanship.
1 Beyond reserves the right to
repair or replace defective parts with like products of equal or
better quality than original parts. The responsibility is limited
to repair or replacement, which may be chosen by 1 Beyond at its
sole discretion.
Any disputes arising from this
warranty policy will be settled under the rules and laws of the
State of Massachusetts. No other implied or explicit warranties are
granted.
1 Beyond in Service:
We pride ourselves in our dedication
to our customers. We make every attempt to assess your needs and
recommend the system best suited to you. Whether you are producing
for broadcast, documentaries, feature films, commercials, corporate
or other training or promotional videos or using the platform for
teaching, we will find the configuration best suited for you. 1
Beyond has without a doubt the widest range of video production
systems in the industry. After you purchase a 1 Beyond system, we
provide you with not one but four levels of
support.
Levels of
Support:
•
"I think it's broken" support -Since
we designed and built your system, you have only one place to call
for hardware and software support. The majority of the time it's a
simple setting or use problem. If your system does break, we offer
1 year return to 1 Beyond warranty, with optional extended
warranty. This level 1 is what most companies refer to as support.
We have three more layers.
• "How to do it?" Support - We have
a full time staff of professional editors who use our systems daily
to do projects of all types specifically to keep current on tricks
and tips. We specifically seek out difficult jobs to be sure that
when you call, we have the answers.
• Custom Training –Our professional
staff is available via web conferencing, on-site at our customers’
facilities, or at our 1 Beyond corporate office for specialized
training programs customized for your needs. Call for
information.
• Technical Support - In addition to
the limited warranty described above, 1 Beyond provides technical
support to help customers determine whether or not they are
experiencing an error or failure due to a hardware
malfunction.
Call 1 Beyond, +1 617-591-2200, Monday – Friday, 9:30 a.m.
– 6:30 p.m. ET.
1 Beyond, Inc.
529 Main Street, Suite 109 | Boston, MA 02129| Phone: 617-591-2200 | Toll Free: 1-877-ONE-BEYOND
Copyright 2013 - 1 Beyond, Inc. - All Rights Reserved
(C)2013