TYAN Warranty Policy & RMA Procedures - Barebones
| General Warranty | Barebones Warranty | RMA Procedures | Cross Shipment | Refurbished |
Field Replaceable Unit (FRU) Brief
Tyan reserves the right to determine which components are Field Replaceable Units (FRU). All FRUs are subject to coverage by the same warranty period as the barebones product is. This includes term of warranty, and related stipulations. Tyan reserves the right to grant approval for FRU warranty coverage on a case-by-case basis.
Standard RMA Turn-Around Time Frame
TYAN's RMA department shall attempt to return the repaired barebone/parts to the customer within 14 working days from receipt. Tyan may advise the customer of any delays beyond our standard turnaround time.
TYAN COMPUTER CORPORATION warrants a Limited Warranty* on its barebone products to be free from defects in material and workmanship for up to 36 months, starting from the date of original purchase from TYAN. If the product is received within the warranty period and if the product is found by TYAN to be defective, TYAN will repair or replace the defective product or part(s) at our option and cost.
* Limited Warranty
This warranty does not apply to any failure or defect caused by misuse, accidental damage, abnormal or unusually heavy use, neglect, abuse, alteration, improper installation, unauthorized repair or modification, improper testing, or causes external to the product such as, but not limited to, excessive heat or humidity, power failure, power surges, or natural disaster. TYAN makes no warranty with respect to expendable components, any software supplied by TYAN, any experimental or developmental products, compatibility with other hardware and software products introduced after the time of purchase, or products or accessories not manufactured by TYAN; all of which components, software and products are provided as-is.
TYAN's limited warranty policy does not include products intended for OEM/ODM distribution or products sold via surplus/auction dealers. Only products found on www.tyan.com are intended for retail distribution and are covered by our standard warranty policy.
Suitability for Use
TYAN shall not be responsible for conformity with any standards, codes or regulations which apply to the combination of the product in the customer's application or use of the product. The following are some examples of applications for which particular attention must be given. This is not intended to be an exhaustive list of all possible uses of this product, nor is it intended to imply that the uses listed may be suitable for this product:
- Outdoor use, uses involving potential chemical contamination or electrical interference, or conditions or uses not described in the product manual.
- Nuclear energy control systems, combustion systems, railroad systems, aviation systems, medical equipment, amusement machines, vehicles, safety equipment, and installations subject to separate industry or government regulations.
- Systems, machines and equipment that could present a risk to life or property.
Please know and observe all prohibitions of use applicable to this product.
NEVER USE THE PRODUCT FOR AN APPLICATION INVOLVING SERIOUS RISK TO LIFE OR PROPERTY WITHOUT ENSURING THAT THE SYSTEM AS A WHOLE HAS BEEN DESIGNED TO ADDRESS THE RISKS, AND THAT THE TYAN PRODUCT IS PROPERLY RATED AND INSTALLED FOR THE INTENDED USE WITHIN THE OVERALL EQUIPMENT OR SYSTEM.
The Commencement of the Warranty Period
For direct customers, the warranty starts from the date the barebone products are shipped out from TYAN's global warehouse in fulfilling the customer's purchase order. The shipping date shown on the shipping invoice shall be the starting date of the product warranty. For indirect customers (whom purchase from an authorized Tyan distributor), the warranty commences from the date of invoice listed on the TYAN's Original* Authorized Product Distributor's purchase order. The shipping date shown on the shipping invoice shall be the starting date of the product warranty.
* Original Authorized Product Distributor refers to the customer that is the first purchaser of the product, the customer that purchases from TYAN, directly out of TYAN's warehouse.
Extended Warranty Coverage Request
It will be at TYAN's discretion to provide extended warranty on its bare-bone products when requested by its customers. The extended warranty coverage practices do not apply to all models offered; instead they will be reviewed case by case and typically incur extra costs to the customer.
TYAN's Rights & Obligations
TYAN is obliged to process and verify product eligibility for service repair warranty and replacement (within 72 hours from receiving the customer's report on defective barebone system / parts)*. In order to implement this practice, however, TYAN customer service is required to ask the customer to provide information and fill in the RMA Form prior to requesting service. The information required would include, but not limited to the product model, part number, serial number, TYAN invoice number, shipping date, and possibly photographs of the broken part(s), etc. The delay in the provisioning of such information by the customer may cause delays in shipping out the replacement within the prescribed time frame.
* If the product needing repair or replacement is no longer current (the product is no longer on the TYAN website, which is in the archives or has been introduced for more than 18 months), it may be eligible for replacement with a similar or better product at TYAN's discretion. Please speak with a TYAN RMA Representative for details.
TYAN will be responsible for all shipping fees incurred for returning the barebone or part(s) to the customer at our standard shipping method. The customer has the right to purchase insurance in addition to that covered by the freight forwarder's standard policy. The additional insurance request must be made known to TYAN prior to ship out, and charged to the customer's credit card for the claim to be valid. However, if the barebone product / part(s) are NTF (No Trouble Found), have defaulted due to physical damage by the user, by use of external components not included in the original barebone or damaged during shipping en route to TYAN's repair center, the customer is fully responsible for all fees incurred for returning the product to their location. For additional details on NTF default, please see details under "Limited Warranty".
Customer's Rights & Obligations
Under proper operation and due care, the customer is entitled to obtain and exercise their rights for free replacement(s) for any faulty barebone or system parts within the warranty period. However, the customer has the obligation to provide information in relation to the faulty part(s) requested by TYAN Technical Support or RMA Support Staff.
In order for the warranty replacement or repair to be processed, the customer must first contact TYAN Technical Support, whereupon the Tech Support Representative will attempt to remedy the issue prior to any need of servicing merchandise. Upon Tech Support's discretion for service repair, an RMA number will be issued. When required to return the defective part(s) back to TYAN, the customer shall pay for the one-way transportation freight from the customer's location to the TYAN Repair and Service Center.
Out of Warranty Period
If you have lost the receipt to your product, your warranty has expired, or purchased the product from third party vendors or auction sites, your product falls under the Out of Warranty RMA category. If you wish to have such a product repaired by Tyan, please read the information below:
- Tyan will charge a flat fee of $75 to diagnose basic functionality problems with the barebone.
- Each barebone will be determined on a case by case basis by the RMA department if it is capable of being fixed. If it is not, Tyan will keep a $35 service and handling charge and allow a $40 credit to the customer with the return of the barebone. Customers are advised to call and describe the issue prior to sending back the barebone for service.
- Freight/Handling – For Out of Warranty products, the customer is responsible for all shipping charges.
DOA (Dead on Arrival) Replacement Policy
Each barebone manufactured by TYAN should be free from any defects inhibiting the use of the unit when performing its prescribed functions. Valid DOA defects include Electrical (no POST, missing / damaged components) or cosmetic defects (scratches, punctures and bends) prior to usage. Customers must report cosmetic defects within 10 days of purchase and Electrical defects within 10 days of installation to be covered under the DOA policy. Limitations are listed under section 1-1 of the Limited Warranty coverage.
In an attempt to help you, Technical Support will ask a few questions to insure that the barebone is truly the source of your issue or if the unit was damaged due to the forwarder. If after all these suggestions are completed and the issue is not resolved, we can move forward with the DOA Replacement procedure.
When a DOA Replacement is approved, a case number and RMA Request Form is issued by TYAN Technical Support to the customer. The customer is to fill out the RMA form and fax / send back to TYAN's RMA department including a copy of the original invoice.
The customer then ships out the defective merchandise to TYAN's local RMA Department. TYAN will replace the defective product upon receiving the faulty merchandise. If faster service is required, please contact the TYAN authorized product distributor where you purchased the product or see section 2-3 under the Advanced Replacement policy. No additional fees are incurred for DOA replacement.
* When returning DOA product for swap, the original packaging including all accessories and packaging material must also be included; otherwise, your DOA replacement request may be rejected or delayed.