RMA

U.S.A. – LANNER ELECTRONICS: Warranty and RMA Policy

LIMITED HARDWARE WARRANTY

Lanner branded hardware products purchased in the U.S. come with standard 1-year warranty. Certain products may have more than 1 year warranty. Extended warranty may be purchased for up to additional 3 years. To determine which warranty came with your hardware product(s), see your packing slip, invoice, receipt, or other sales documentation.

What is covered by this limited hardware warranty?

This limited hardware warranty covers defects in materials and workmanship in your Lanner branded hardware products.

What is not covered by this limited hardware warranty?

This limited hardware warranty does not cover:

• Software, including without limitation the operating system and software added to the Lanner hardware products through our factory-integration system, third-party software, or the reloading of software. Lanner will use commercially reasonable efforts to address such errors, in particular if the third party has provided a solution.
• Problems from:
  • Customer usage that results in accident, abuse, misuse, improper assembly, neglect, physical damages (missing/bent CPU pin, cracked components), spilled liquids, or electrical surge
  • Natural disaster (act of God) such as fire, lightning strike, earthquake, flood, tornado, hurricane, etc
  • Natural causes, which include normal wear and tear, oxidation
  • Servicing not authorized by Lanner
  • Usage that is not in accordance with product instructions
  • Failure to follow the product instructions or
  • Failure to perform preventive maintenance
  • Accessories, parts, or components not supplied by Lanner
• Products with missing or altered Service Tags or serial numbers
• Products for which Lanner has not received payment
• Normal wear and tear
• Products defective after expiration of the warranty period;
• Products stolen
• Transport damages due to improper packaging or carrier

FOR COMMERCIAL CUSTOMERS (INCLUDING SMALL, MEDIUM AND LARGE BUSINESS AND GOVERNMENT AND PUBLIC SECTOR CUSTOMERS) AND RESELLERS. This paragraph applies if you purchase Lanner products for resale. LANNER’S RESPONSIBILITY FOR DEFECTS IN MATERIALS OR WORKMANSHIP IS LIMITED TO REPAIR OR REPLACEMENT OF THE PRODUCT AS SET FORTH IN THIS WARRANTY STATEMENT, EXCEPT FOR THE LIMITED WARRANTY EXPRESSLY STATED ABOVE FOR LANNER-BRANDED PRODUCTS, LANNER MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO ANY WARRANTY (1) OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, PERFORMANCE, SUITABILITY, OR NON-INFRINGEMENT; (2) RELATING TO ANY THIRD PARTY PRODUCT OR SOFTWARE; OR (3) REGARDING THE RESULTS TO BE OBTAINED FROM THE PRODUCT OR SOFTWARE. LANNER EXPRESSLY DISCLAIMS ALL WARRANTIES NOT STATED IN THIS LIMITED WARRANTY.

FOR ALL CUSTOMERS. WE DO NOT ACCEPT LIABILITY BEYOND THE REMEDIES PROVIDED FOR IN THIS LIMITED HARDWARE WARRANTY OR FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, ANY LIABILITY FOR THIRD-PARTY CLAIMS AGAINST LANNER FOR DAMAGES, FOR PRODUCTS NOT BEING AVAILABLE FOR USE, OR FOR LOST OR DAMAGED DATA OR SOFTWARE. LANNER DOES NOT WARRANT THAT THE OPERATION OF ANY LANNER PRODUCT WILL BE UNINTERRUPTED OR ERROR-FREE. OUR LIABILITY WILL BE NO MORE THAN THE AMOUNT YOU PAID FOR THE SPECIFIC PRODUCT THAT IS THE SUBJECT OF A CLAIM. THIS IS THE MAXIMUM AMOUNT FOR WHICH WE ARE RESPONSIBLE.

How long does this limited hardware warranty last?

This limited hardware warranty lasts for the time period indicated on your packing slip, invoice, or receipt except for the following Lanner-branded hardware:

The limited hardware warranty on all Lanner-branded products purchased directly from Lanner begins on the date of the packing slip, invoice, receipt, or other sales documentation. For products purchased from third party retailers or resellers, the limited hardware warranty begins on the date of your original sales receipt. The warranty period is not extended if we repair or replace a warranted product or any parts. Lanner may change the availability of limited hardware warranties, at its discretion, but any changes will not be retroactive.

How do I proceed with Technical Support and RMA service?

If your product exhibits signs of failure, you may contact our Technical Support department following the table below to verify product failure. Long distance charges may apply.

When calling, please be prepared to provide the following information:

• Your name, company, telephone, and e-mail address
• Serial number and model number of the product in question
• Business partner from whom the product was purchased
• Troubleshooting steps including screenshots, test log, photo, or video

If you purchased not directly from Lanner, you may be required to provide Lanner with your original sales receipt from your purchase to receive any warranty service from Lanner.

 

Contact	Details
Web Support	www.lannerusa.com
Email Support (not including RMA)	[email protected]
RMA Support	[email protected]
Phone Support	(510)979-0688 x 959

RETURN MERCHANDISE AUTHORIZATION (RMA) POLICY

How to request RMA Number?

Prior to contacting Lanner, please consult your Owner’s Manual for troubleshooting advice and directions on running hardware diagnostics.

Upon contacting Lanner technical support, you will be required to engage in a remote diagnosis session with the tech support agent to help determine the cause of your issue. Remote diagnosis may involve customer access to the inside of the product for multiple or extended sessions. If the Lanner technical support determines that this is hardware failure, and the issue is not able to be resolved remotely, Lanner will provide RMA Request form to be completed.

RMA Request form requires the followings to be filled out:

• Company Name / Contact / Address / Phone / contact email
• Product
• Product Serial Number
• Invoice, Sales Order if available
• A detailed description of failure
• A signature to authorize RMA process

RMA Request Procedures and Guidelines

• All RMA request forms must be completed in order to obtain a RMA number.
• RMA request with missing or incorrect serial numbers may result in a delayed process or a rejection of request.
• Any model discrepancy for received items may result in a delayed processing time.
• Products received with no RMA number may delay processing or refusal. (Lanner Electronics will not be responsible for items received without proper RMA#.)
• Products will either be repaired or replaced at our discretion.
• Replacements may include new or refurbished products. (Replacements will be for the exact or equivalent product.)
• Average turnaround time will be 7-10 business days from the date of receipt.
• If the information on your request varies from the actual item(s) received, RMA will be based on the actual item(s) received.
• RMA numbers will be invalid if the RMA unit is not received within 30 days.
• Lanner Electronics will provide one way freight via UPS or FedEx ground free of charge.
• For consecutive violation for No Trouble Found (NTF), a testing fee per NTF board or system may apply.

When returning RMA unit:

• RMA Number will be provided after completion of the RMA Request form via email.
• RMA units should contain RMA# on the outer packaging or include the RMA form with RMA#.
• The shipping address for returning the RMA units:
  Lanner Electronics USA
  RMA Dept (RMA#)
  2708 Prune Avenue
  Fremont, CA 94539

Important Information about Returning Products to Lanner for Repair or Replacement:

We use new or refurbished parts made by various manufacturers in performing warranty repairs and in building replacement parts and products. Refurbished parts and products are parts or products that have been returned to Lanner, some of which were never used by a customer. All parts and products are inspected and tested for quality. Replacement parts and products are covered for the remaining period of the limited hardware warranty for the product you purchased. Lanner owns all parts removed from repaired products and, in most instances, you will be required to return defective parts to Lanner.

Lanner may use authorized representatives to provide any of the technical support or repair services under this limited hardware warranty.

The products must be returned to us in their original or equivalent packaging, prepay shipping charges, and insure the shipment or accept the risk if the product is lost or damaged in shipment. The critical components, Accessories, and chassis will return in the same manner as we receive after repair. We only cover 1 way by Ground for the return of the RMA unit if you use an address in the United States (excluding Puerto Rico and U.S. possessions and territories). Otherwise, we will ship the product to you freight collect. In an exceptional case such as DOA, we may offer to ship you a replacement product prior to receiving your original product back. In such instance, we may require a valid credit card number at the time you request a replacement product. We will not charge or invoice you for the replacement product as long as you return the original product to us within 10 days of your receipt of the replacement product and we confirm that your product issue is covered under this limited hardware warranty. If we do not receive your original product within 10 days, we will charge to your credit card or invoice you for the then-current standard price for the product. If upon receipt of your original product, we determine that your product issue is not covered under this limited hardware warranty, you will be given the opportunity to return the replacement unit, at your sole expense, within ten (10) days from the date we contact you regarding the lack of coverage for your issue or we will charge to your credit card or invoice you the current standard price for the product. In addition, if you fail to pay Lanner the amounts due in connection with such an invoice, Lanner may suspend your limited hardware warranty support until the invoice amount is paid. A suspension of your limited hardware warranty for failure to properly return a product will not toll the term of your limited hardware warranty, and the limited hardware warranty will still expire in accordance with its original term.

NOTE: Before you ship the product(s) to us, make sure to back up the data on the hard drive(s) and any other storage device(s) in the product(s). Remove any confidential, proprietary, or personal information and removable media such as floppy disks, CDs, or PC Cards. We are not responsible for any of your confidential, proprietary, or personal information; lost or corrupted data; or damaged or lost removable media. Please only include the product components requested by the phone technician.

Important Information about Part Dispatches by Lanner:

For some issues, Lanner may dispatch a new or refurbished part for you to replace a defective part, if we agree that the defective part needs to be replaced. You must return the defective part to Lanner. When you contact us, we may offer to ship you a replacement part prior to receiving your original part back. In such instance, we may require a valid credit card number at the time you request a replacement part, but we will not charge or invoice you for the replacement part as long as you return the original part to us within 10 days of your receipt of the replacement part. Failure to timely return the defective part to Lanner in accordance with the written instructions provided with the replacement part may result in the suspension of your limited hardware warranty support or a charge to your credit card or invoice in the amount of the then-current standard Lanner price for that part. A suspension of your limited hardware warranty for failure to properly return a part will not toll the term of your limited hardware warranty, and the limited hardware warranty will still expire in accordance with its original term.

We will pay to ship the part to you if you use an address in the United States, (excluding Puerto Rico and U.S. possessions and territories). Otherwise, we will ship the part freight collect.

NOTE: Before you replace parts, make sure to back up the data on the hard drive(s) and any other storage device(s) in the product(s). Remove any confidential, proprietary, or personal information and removable media such as floppy disks, CDs, or PC Cards. We are not responsible for any of your confidential, proprietary, or personal information; lost or corrupted data; or damaged or lost removable media. Please only include the product components requested by the phone technician.

Dead on Arrival (DOA) – Replacement

In the event of hardware systems fail to operate during the first 30 days of ownership, Lanner will provide a replacement of units after receiving the unit back. For purposes of DOA policy, “Fail to operate” shall mean the product failure to substantially perform in accordance with Lanner technical specifications (“Hardware System Failure”) and shall not include cosmetic or other deficiencies that do not materially affect Hardware performance. The customer must ship the failure unit back to Lanner’s designated RMA centers according to shipping instruction.

Extended Warranty Policy

Customers can purchase extended warranty on eligible Lanner products at the original time of purchase. The maximum warranty period for these products, including any warranty extensions, cannot be longer than 4 years from the original date of purchase, counting the original first year + the maximum extended warranty of 3 years. Exceptions can be made on a case-specific basis at Lanner Electronics discretion.

 

	1-year Extended Warranty	2-year Extended Warranty	3-year Extended Warranty
Fee	6% of the non-consign product selling price	14% of the non-consign product selling price	22% of the non-consign product selling price

Warranty Limitations and Exclusions

Lanner Electronics’ limited warranty provides that, subject to the following limitations, each product will be free from defects in material and workmanship and will conform to Lanner Electronics’ specification for the particular product. Please refer to the terms and conditions of our Standard Warranty for a comprehensive listing of components covered under warranty, and for full detail regarding Return Merchandise Authorization (RMA) processing protocol.

Please note that limited warranty covers the whole system (Motherboard and critical components like CPU, memory, HDD, CF), but the extended warranty only covers the Motherboard. For critical component warranty after the limited warranty period, please contact the original manufacturer of the part.

For ordering information or additional questions or concerns, please contact your local sales representative.

Out-of-warranty process

After the limited hardware warranty expires, Lanner may be able to offer you service alternatives on a fee basis. Upon receipt of the product with a valid RMA number, the customer is responsible for Preliminary non-refundable Inspection fee of $75, regardless of whether the hardware can be repaired or not. If the hardware can be repaired, Lanner RMA department will quote fee for the repair, including parts, labor & Freight, for the customer’s acceptance. The customer decides to proceed with the repair or not. The customer will then provide credit card authorization (or written authorization if net term available) to authorize the repair. Lanner warrants the repaired parts for additional 90 days per return date.

 

Rev. 06102014