Technical Service Policy
Poindus Systems Corporation (“Poindus”) warrants that all products purchased from Poindus will be free from defects in material and/or workmanship within warranty period specified in this document. Poindus warranty services are limited to repair or replacement of the products at the sole discretion of Poindus. Terms and conditions written in this document are only valid for products sold and shipped by Poindus Headquarters in Taiwan, otherwise customers shall contact the original supplier of Poindus products. Products sold and shipped by Poindus operating affiliates shall follow respective service policies of the affiliates and not covered in this document.
Terms and conditions are only applicable to products purchased as new from Poindus. This does not extend to any product which, in the sole judgement of Poindus, has been subjected to abuse, misuse, neglect, improper hardware or software installation or configuration, improper handling or storage, damage caused by manmade or natural disasters.
Poindus may in its sole discretion repair or replace the defective products (or any part thereof) with any reconditioned product that Poindus reasonably determines is substantially (or superior) in all material respects to the defective product. Repaired or replacement products will be warranted for the remainder of the original warranty period.
To comply the EU General Data Protection Regulation (GDPR) and avoid personal information or data leakage, the massive storage devices such as HDD, SSD, Micro SD or eMMC resided on product(s) returned to Poindus for service must be formatted or restored to the initial OS state before entering Poindus internal service process. Poindus is not responsible for software programs and/or data that retain on returned product. It is customer’s responsibility to backup or remove all information prior to returning product to Poindus. Poindus does not provide backup and support of the operating system or other software and data but will help install Microsoft operating system to repaired or replaced massive storage device provided the original Microsoft Certificate of Authentication purchased from Poindus.
Poindus provides 24 months warranty on products sold and shipped by Poindus Headquarters, otherwise 12 months warranty for extra spare parts sold alone. Poindus factory warranty period specified in this section starts from the date of product departing from Poindus Headquarters. Detailed warranty period of each product and part is described in Appendix – Factory Warranty Period.
Poindus factory warranty provides protection for operational or mechanical failure caused by an accident from handling which occurs in the course of the normal intended use of the product. It does not cover the following situations and damage due to:
- Normal wear and tear; change in color, texture, or finish; gradual deterioration; rust; dust; or corrosion
- Fire, act of nature, or any other peril originating from outside the product
- Exposure to weather conditions or environment conditions that are outside of Poindus specifications, exposure to hazardous (including bio-hazardous) materials, operator negligence, misuse, mishandling, improper electrical power supply, unauthorized repairs or attempt to repair, improper and unauthorized equipment modifications, attachments or installation, vandalism, animal or insect damage or infestation, lack of manufacturer-specified maintenance (including the use of inappropriate cleansers)
- Maintenance, repair, or replacement necessitated by loss or damage resulting from any cause other than normal use, storage, and operation of the product in accordance with the manufacturer’s specifications and owner’s manual
- Theft, loss, mysterious disappearance, or misplacement
- Data loss or corruption; business interruptions
- Accidental or other damage to the product that is cosmetic in nature, meaning damage that does not impact operation and functioning of the product
- Damage to product(s) whose serial numbers are removed or altered
- Damage caused during customer’s shipment of the product to or from another location
- Product obsolescence
- Damaged or defective LCD panels and touch screens when the failure is caused by abuse or is otherwise excluded herein
- Alteration or modification of the product in any way
- Damage to product(s) in transit to Poindus for warranty services
Reckless, negligent, abusive, willful or intentional conduct while handling or using the product. If protective items such as covers, carrying cases or pouches, etc., were provided or made available for use with the product or in transit, customer must continually use these product accessories to be eligible for protection under factory warranty.
When customer perceives product failure, damage or missing components of a Poindus product that occurs immediately upon opening the box for first usage in 30 days after receipt of the product and prior to hardware staging or entering installation site. Out of box failure warranty does not cover following situations but not limited to:
- Product is not sold and shipped directly from Poindus Headquarters
- Without auxiliary evidences such as product serial number, product photos or videos, etc.
- Product failure or damage caused by improper operation, improper electrical power supply, unauthorized equipment modifications
- Reported more than 30 days after receipt of the product
When out of box failure is found, customer shall immediately submit an OBF inquiry via Poindus Web portal and an RMA number will be generated to the defective product(s) if the submission is approved. Poindus will ship out replacement product(s) with prepaid freight and return label within 3 to 5 business days. The replacement product is new in performance, serial number, and identical technical specification and peripheral preinstalled as original product.
It is customer’s obligation to return defective product to Poindus Headquarters or Poindus operating affiliates within 5 business days after receipt of the replacement product. The returned product must be Poindus original packaging including all accessories and/or peripherals as it was shipped to the customer, otherwise customer will be billed for any missing accessories and/or peripherals not reported from OBF inquiry or any damage to the product in transit to Poindus Headquarters or Poindus operating affiliates due to improper packaging. A valid RMA number must be clearly labeled on the packaging box or carrying case.
Customer can submit repair service inquiry via Web portal for the product is not covered by Poindus factory warranty. An RMA number will be generated to the defective product(s) if the submission is accepted by Poindus service team. Customer will be invoiced for the service rendered to the product including freights, components, labor and inspection. The service invoice must be paid upfront prior to returning the product to customer, otherwise the product shall be deemed to Poindus property if the invoice cannot be paid after 30 days upon receipt. Poindus provides 6 months warranty on parts or components used for returning the product to operating condition. Warranty for complete product shall not apply.
If the customer does not act upon the specified customer responsibilities, at the sole discretion of Poindus, Poindus or Poindus authorized service staff will not be obligated to deliver the services as described or perform such service at customer’s expense at the prevailing time and material rate. Upon Poindus request, the customer will be required to support technical problem resolution efforts rendered by Poindus. The customer will:
- Provide all information necessary for Poindus to deliver timely and professional support and to enable Poindus to determine the level of support eligibility
- Start self-tests and install and run other diagnosis tools and programs
- Install customer-installable firmware updates and patches
- Perform other reasonable activities to help Poindus identify or resolve problems, as requested by Poindus
In cases where customer self-repair parts or replacement products are shipped to resolve a problem, the customer is responsible for returning the defective part or product within a time period as described. In the event Poindus does not receive the defective parts or product within the designated time period of if the part or product is physical damaged or found component missing upon receipt, the customer will be required to pay the list price less any applicable discounts for the defective part or product, as determined by Poindus. The customer shall be responsible for the freight of the returned part or product, as well as labor charge and related expenses to the service if required.
At the discretion of Poindus, service will be provided using a combination of service features described. Poindus will determine the appropriate delivery method required to provide effective and timely customer support and meet prompt service commitment. If the customer agrees to the recommended customer self-repair and a replacement part or product is provided to return the system to operating condition, of if the service can be delivered using remote, tele-assistance, depot repair and replacement, electronic support, or support from spare inventory, the on-site support service shall not apply.
For Poindus mobility product such as tablets and its optional peripherals, service may be provided by shipping replacement part or entire replacement product for customer self-replacement or installation.
Poindus is not responsible for software programs and/or data that reside on returned product. It is customer’s responsibility to backup or remove all information prior to returning product for service. Poindus service does not include:
- Backup and support of the operating system or other software, and data
- Operational testing of applications, or additional tests requested or required by customer
- Troubleshooting for interconnectivity or compatibility problems to 3rd party’s software or applications
