Global Service Policy
ARBOR has established the following guidelines to provide customers with the best support and shortest TAT rate possible. Below are the terms of Arbor's RMA service to the customer:
ARBOR warrants this product to be free of defects in material and workmanship for a period of time from date of shipment from ARBOR. During this period, ARBOR will at its discretion, repair or replace the product at no additional charge to the purchaser.
1. Warranty Period
1.1 Products designed and manufactured by Arbor are warranted to be free of defects in design, materials and workmanship that affect their performance for a limited period of time from the date of delivery (the date ARBOR ships the products to customer) as follows:
Board Level : 2 years.
System Level : 2 year (Note 1)
1.2 For customers who require extended warranty, we offer services at additional charge.
Please link to Arbor's web site http://www.arbor.com.tw/support/warranty.aspx for the listing of the warranty period on each product.
2. Repairs under Warranty
2.1 The DOA period for shipment is within 30 days based on the shipping date on the Bar Code. During this time the customer may return goods for ARBOR for repair or replacement, if the goods are confirmed defective by Arbor's FAE engineers.
2.2 Any product found to be Dead on Arrival will be repaired or replaced within 10 working days after receipt at ARBOR, as long as the item is in stock and is still an inventoried item.
2.3 For those products which are not DOA, the return fee to an authorized ARBOR repair facility will be at the customers' expense. The shipping fee for these products from ARBOR back to custome's site will be paid by ARBOR.
2.4 DOA Cross-Shipment excludes any customized and/or build-to-order products. The DOA agreement signed by customers is required for initiating/releasing cross shipment with ARBOR 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 the above requirements, or any wrong user settings/configurations will be denied, or subject to additional handling/service charges as determined by the ARBOR Customer Service Department.
3. Exclusions from warranty
The product is excluded from warranty if:
3.1 the product has been found to be defective after expiry of the warranty period;
3.2 the returned product is found to have been misused, abused, scratched, mishandled, mislabeled, modified or altered in any way. Such conditions will be determined solely by ARBOR;
3.3 the products or accessories are not manufactured by ARBOR. These will be limited to the warranty provided by the original manufacturer. Examples of such products and accessories include RAM, HDD, FDD, CPU, CD-ROM, KVM, LCD Panel etc.
3.4 the product is damaged beyond repair due to a natural disaster such as a lighting strike, flood, earthquake, etc.
3.5 updates/upgrades and tests are carried out at the request of customers who are without warranty.
The customer is responsible for packaging the product in such a way that no additional damage occurs during normal shipping and handling. Any freight-collect shipments without notice in advance will be refused. For warranty repairs, the customer is responsible for the cost of shipping the product back to Arbor. Arbor will pay for shipping back to the customer. For DOA warranty replacements, Arbor will pay shipping charges for return and replacement. Arbor reserves the right to use the most economical shipping method available.
4.1 RMA/DOA number must appear on the shipping label outside of the package, include a copy of the invoice and a copy of RMA form with prepaid shipping charge.
4.2 Returned products must be packed in their original packaging or equivalent protective package material to ensure that they arrive damage free. The Customer is responsible for the proper packaging of items for return. All warranties are void on items that are insufficiently or improperly packed.
4.3The return package could be refused or delayed if there is insufficient information or paperwork.
4.4 Returned packages should be insured. ARBOR will not be held responsible for any loss or damage for uninsured goods returned. Cash on Delivery package is not acceptable.
4.5 It is recommended that packages are insured and that tracking reference and proof of delivery are obtained for the shipment. The cost for these must be bourn by the customer.
4.6 If the package delivered back to the Customer by the carrier, e.g. FedEx, be visibly damaged, it can be refused and a note made on the carrier's delivery record. ARBOR must be notified immediately, citing the RMA Number in order that a claim can be filed with the carrier.
4.7 If a damaged package is accepted, this must be noted on the carrier's delivery record and the packaging must be kept for inspection and/or eventual pick-up by the carrier or ARBOR. Failure to observe these procedures will assume that the customer has accepted the package to their full satisfaction.
4.8 Regarding software license and privacy issues, please ensure that data is backup and cleared (if necessary) prior to return to Arbor. ARBOR will not be held responsible for lost data.
4.9 PRODUCTS FOR REPAIR ONLY: Do not enclose manuals, disks, cable sets or retail packing with the returned Product. Only the item sent for repair will be returned.
4.10 PRODUCTS RETURNED FOR CREDIT: Send in their original shipping carton with original packing material and without any writing on the original box. Items must contain all manuals, cables and accessories and be in re-sellable condition.
4.11DOA Products: These will be returned to the Customer as received by Arbor (i.e. should the product be returned to ARBOR without cables, box, manual, etc, this is how Arbor will supply the replacement product.)
1. Service charge under warranty period
For a warranty repair, there is no charge.
The warranty does not cover product damage due to improper operation or force of nature such as fire or flood .
2. Service charge for out of warranty period
2.1 Out of warranty repair charges are dependent on component cost and labor time
Service Charge= Labor cost + Material cost + Freight charge (Note2.)
2.2 Other products and accessories not manufactured by ARBOR are limited to the warranty provided by the original manufacturer.
3.1 Arbor will issue an estimate after diagnosing the problem with a minimum charge of US$30. Before out-of-warranty repairs are commenced Arbor will send a pro forma invoice (P/I) showing the repair charges.
3.2 No action will be taken prior to confirmation of permission to repair being received. A formal invoice will be issued when the repairing is done, please sign back and pay the repairing charge, and fully payment must be made before shipment.
3.2 Please ensure that Arbor's PI number is used as a reference when making payments. ARBOR reserves the right to deny repair services to customers that do not return the DOA unit or sign the P/I. ARBOR will scrap defective products without prior notice if customers do not return the signed P/I within 3 months.
End of Life service
Arbor cannot guarantee repair of any products beyond one year of End-of-Life due to limited availability of replacement components. If repair components are not available, Arbor will suggest equivalent products for purchase and offer special pricing.
The service policy if have any revise ,please refer to Arbor's website for details.
Note 1: ARBOR has revised a new warranty policy effective March 1, 2010. All ARBOR standard products are covered under warranty for a two-year period except for the one-year warranty of Tablet PC and Medical PC. Products purchased before January 1, 2010 are covered under the product's original one year warranty, unless otherwise noted on the packaging.
Note2. ARBOR has revised new service charge effective July 1, 2012.