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TYAN Warranty ?Cross Shipment Procedure
| General Warranty | Barebones Warranty | RMA Procedures | Cross Shipment | Refurbished |


Tyan has provided this Cross Shipment service as a secondary source for customers whose own direct distributors or vendors will not, or can not provide this type of Cross Shipment service.  All customers should directly contact their own distributor or vendor first to get this service.  If that is not possible then these are the steps that Tyan makes available as an alternative method.

Quick links: System Boards, Barebones, FRU parts


System Boards Cross Shipment Procedure
 
I. Eligibility
  • The Cross Shipment policy is available for customers in North America & Canada.
  • Any motherboard is eligible for Cross Shipment within 30 Days from the date of purchase.
  • The eligibility time frame is determined by Tyan Invoice Date.
  • We will need to have the serial # information to determine the 30-day eligibility.
  • Cross shipments are dependent upon the motherboard being covered under warranty (see the Warranty section for details on Tyan's warranty policy).

II. Financial

  • If a customer located within the continental United States wants a cross shipment then there will need to be a deposit taken prior to shipment of the cost of the product being shipped.
  • The amount that is used as the deposit is equal to the amount charged on the purchase order or invoice.
  • A customer is given 30-days to return the defective product and the deposit will be returned on the same credit card.
  • If the defective product is not received by the RMA Dept. within 30-days then the charge will remain and be considered a sell for the product at the amount charged.

III. Procedure

  • A customer must first contact Tyan Technical Support and go through all troubleshooting methods to determine that there is actually a problem with the motherboard.
  • Customer must have followed all support instructions in determining the nature of the problem.
  • Tech Support will require the serial # off the motherboard to determine if it falls within the 30-day cross ship period.
  • Once the motherboard has been found to be within the 30 day cross ship period, Tech Support will then issue a Case # and the Cross Shipment forms plus the RMA forms via the Helpstar Web Portal or via email for the customer to fill out completely.
  • These completed forms must then be sent to the RMA Dept. directly for processing.
  • A faxed copy of the original invoice/sales receipt must also be provided to the Tyan RMA Dept. for verification, prior to the cross shipment being authorized. If a copy of the original invoice/sales receipt is not made available to Tyan, then a cross shipment will not be authorized.
  • The RMA Dept. will contact the customer directly to get the appropriate credit card information for the deposit.
  • Once all information has been gathered then the Cross Shipment will proceed.

IV. Shipping Method

  • The method of shipping used for all motherboard cross shipments will be FedEx Standard Delivery.
  • A cross shipment request must be received and processed before noon PST to be eligible for same day service.
  • If a customer wants something faster than FedEx Standard Delivery, they will need to provide their own shipper number to facilitate that request.
     

Barebones System Cross Shipment Procedure
 
I. Eligibility

  • The Cross Shipment policy is available for customers in North America and Canada.
    * Any Transport/Barebones
    * Systems are eligible for Cross Shipment within 12 Months of the day of purchase.
  • The eligibility time frame is determined by Tyan Invoice Date.
  • We will need to have the serial # information to determine the 12 month eligibility.  Cross shipments are dependent upon the Transport/Barebones System being covered under warranty (see the Warranty section for details on Tyan's warranty policy).

    * The Tyan PSC Series and VX50 solutions are not eligible for Cross Shipment due to the weight of the products excluding them from this type service.

II. Financial

  • If a customer located within the continental United States wants a cross shipment then there will need to be a deposit taken prior to shipment of the cost of the product being shipped.
  • The amount that is used as the deposit is equal to the amount charged on the purchase order or invoice.
  • A customer is given 30-days to return the defective product and the deposit will be returned on the same credit card.
  • If the defective product is not received by the RMA Dept. within 30-days then the charge will remain and be considered a sell for the product at the amount charged.
  • If the RMA department determines that the resulting failure has been caused directly by the user, then the amount shown on their invoice will be charged directly to the customer.

III. Procedure

  • A customer must first contact Tyan Technical Support and go through all troubleshooting methods to determine that there is actually a problem with the motherboard.
  • Customer must have followed all support instructions in determining the nature of the problem.
  • Tech Support will require the serial # off the Transport/Barebones System to determine if it falls within the 12-month cross ship period.
  • Once the Transport/Barebones System has been found to be within the 12-month cross ship period, Tech Support will then issue a Case # and the Cross Shipment forms plus the RMA forms via the Helpstar Web Portal or via email for the customer to fill out completely.
  • These completed forms must then be sent to the RMA Dept. directly for processing.
  • A faxed copy of the original invoice/sales receipt must also be provided to the Tyan RMA Dept. for verification, prior to the cross shipment being authorized. If a copy of the original invoice/sales receipt is not made available to Tyan, then a cross shipment will not be authorized.
  • The RMA Dept. will contact the customer directly to get the appropriate credit card information for the deposit.
  • Once all information has been gathered then the Cross Shipment will proceed.

IV. Shipping Method

  • The method of shipping used for all Transport/Barebones System cross shipments will be FedEx Standard Delivery.
  • A cross shipment request must be received and processed before noon PST to be eligible for same day service.
  • If a customer wants something faster than FedEx Standard Delivery, they will need to provide their own shipper number to facilitate that request.
     

FRU Parts Cross Shipment Procedure

I. Eligibility

  • The Cross Shipment policy is available for customers in North America and Canada.
  • Any FRU Parts are eligible for Cross Shipment within 12 Months of the day of purchase.
  • The eligibility time frame is determined by Tyan Invoice Date.
  • Transport/Barebones System itself.
  • We will need to have the serial # information to determine the 12 month eligibility.  Cross shipments are dependent upon the Transport/Barebones System being covered under warranty (see the Warranty section for details on Tyan's warranty policy).

II.  Financial

  • If a customer located within the continental United States wants a cross shipment then there will need to be a deposit taken prior to shipment of the cost of the product being shipped.
  • The amount that is used as the deposit is equal to the amount it would take Tyan to purchase the same part from our vendor.
  • A customer is given 30-days to return the defective product and the deposit will be returned on the same credit card.
  • If the defective product is not received by the RMA Dept. within 30-days then the charge will remain and be considered a sell for the product at the amount charged.

III.  Procedure

  • A customer must first contact Tyan Technical Support and go through all troubleshooting methods to determine that there is actually a problem with the motherboard.
  • Customer must work with the Tyan Support Staff to identify the appropriate part that has failed in the Transport/Barebones System.
  • Tech Support will require the serial # off the Transport/Barebones System to determine if it falls within the 12-month cross ship period.
  • Once the Transport/Barebones System has been found to be within the 12-month cross ship period, Tech Support will then issue a Case # and the Cross Shipment forms plus the RMA forms via the Helpstar Web Portal or via email for the customer to fill out completely.
  • These completed forms must then be sent to the RMA Dept. directly for processing.
  • A faxed copy of the original invoice/sales receipt must also be provided to the Tyan RMA Dept. for verification, prior to the cross shipment being authorized. If a copy of the original invoice/sales receipt is not made available to Tyan, then a cross shipment will not be authorized.
  • Once all information has been gathered then the Cross Shipment will proceed.

IV. Shipping Method

  • The method of shipping used for all FRU parts cross shipments will be FedEx Standard Delivery.
  • A cross shipment request must be received and processed before noon PST to be eligible for same day service.
  • If a customer wants something faster than FedEx Standard Delivery, they will need to provide their own shipper number to facilitate that request.