Warranty & Support
Phone: 408-943-9193 or 888-891-9988
Hours: 9:00AM-5:30PM Pacific Time (Monday-Friday)
For hardware problems, Fine Tec Computer will first attempt to diagnose the problem over the phone and, if possible, suggest a solution.
Standard Depot Warranty:
All Fine Tec Computer Hardware Systems come with a default 1-year-parts and 3-years-labor warranty. For specific components in each system, the warranty may be longer than 1 year depending on the component manufacturer’s warranty.
Customers can ship defective hardware components to Fine Tec Computer. Fine Tec ships replacement parts to customers via FedEx Ground service.
Customers have the option of shipping the entire system back to Fine Tec Computer for diagnosis, repair, etc.
Customers choosing this option will have the replacement parts shipped to them by 2 business day delivery (in case of defective, non-functional components). Fine Tec Computer will NOT wait to receive the defective parts to ship out replacement parts. Parts will be shipped subject to availability. In case of discontinued parts, equivalent or higher specs parts will be shipped on customer approval. Hard drives are not covered under the cross-ship warranty. We recommend customers keep spare hard drives on hand. Fine Tec Computer will honor drive manufacturers’ warranties and will help get replacements from manufacturers.
On-Site Warranty (Bay Area):
Fine Tec Computer shall respond to requests for remedial maintenance to such hardware in a prompt and commercially reasonable manner. Preventive maintenance services are not included within the scope of Fine Tec Computer’s on-site warranty contracts. Maintenance Services shall be available during the standard Services period between 9:00 a.m. and 5:30 p.m. Pacific Time Monday through Friday, exclusive of holidays. If a service engagement cannot be completed within this time frame, the customer will be advised in a timely manner and offered an option to continue the service at a premium rate or resume the service the next business day as normal coverage. Extended service hours and priority response coverage are also available and, if requested, shall be subject to a premium. All Fine Tec Computer-provided Services performed outside such times at the request of Customer shall be subject to Fine Tec Computer’s then applicable charges for labor and travel, if accepted in writing by both parties.
Unless otherwise agreed, Fine Tec Computer will normally respond to telephone or email requests for Services by telephone or via email within four (4) business hours (9:00 am to 5:30 pm Pacific Time M-F) of the request, during the Contract Hours.
Fine Tec Computer will do telephone diagnosis or bring the system back to Fine Tec Computer’s site for diagnosis. Depending upon the nature of the problem, diagnosis may take up to 72 hours. After diagnosis replacement parts will be sent to the Customer’s location by the next business day, subject to availability of parts. To fix the system, the technician will be scheduled for arrival at the customer’s site within 24 hours of the replacement part availability or the system will be brought back to Fine Tec Computer’s site for depot repairs. The technician onsite will replace the hardware diagnosed to be failed only with the replacement of parts. No OS level support is provided. All defective parts shall become the property of Fine Tec Computer after they are replaced by non-defective parts. The replacement part may be new, refurbished, or serviceable; functionally equivalent to new parts, and may be from sources other than the original equipment vendor. The customer will pack all part(s) in boxes received from manufacturer and will be ultimately responsible for shipping the parts back to Fine Tec Computer. It is not the responsibility of the technician to ship the parts back to Fine Tec Computer.
It will be the customer’s responsibility to provide adequate working space and reasonably acceptable working environment to the on-site engineer. The on-site engineer will not be held responsible for any damage that he may directly/indirectly cause to customer’s property during his visit. However, the engineer will make every effort to solve the hardware problem without causing any damage of any kind to existing infrastructure.
Fine Tec Computer may, at its sole discretion, invoice the Customer for parts, labor, and freight charges for service calls which do not fall under the scope of the On-Site Warranty contract. Fine Tec Computer will make reasonable efforts to provide advance notice to the Customer, when possible, that work performed may fall outside the scope of their contracted Services and therefore generate an invoice for additional services. Examples include, but are not limited to:
- problems generated by hardware not covered under the service contract;
- software related calls;
- calls generated by operator errors rather than defective hardware;
- power surge, or lightning damage;
- damage caused by improper use or handling; and
- “No-Trouble-Found” calls – problem is caused by cables extending throughout the building connecting the terminals and printers, phone lines, defective SPS/UPS systems, defective tapes or diskettes, or other problems, which should have been screened by the Customer.
- preventive maintenance services
Fine Tec Computer will not arrange to have an engineer dispatched to customer site for replacement of front-removable hard drives. The Customer is expected to be able to swap front-removable drives on his own. Also, the On-Site Warranty covers only hardware and will not involve reloading an OS or other software services. However, such services may be available at an additional fee.
The Customer shall, at Customer’s expense, prepare and maintain the hardware installation site in accordance with the manufacturer’s specifications for operating environments. The Customer assumes the full responsibility to back-up and protect data against loss, damage, or destruction before services are performed. The Customer also agrees to permit prompt access to hardware and/or software consistent with the Customer’s standard security requirements and to provide reasonable access to the facilities so as to expedite the performance of Services. Failure of the Customer to comply with the conditions of this paragraph shall allow Fine Tec Computer to terminate any further Services.