Understanding Reliability:

Studies have shown that 60% of all electronic component failures occur in the first 200 hours of operation (marked "T1" in the graphs).
As time passes, the chance of failure declines until the components reach the wear-out phase (greater than 5 years for most solid-state electronic components).

Who provides our Support and Warranty:

We administer our warranty program in-house. Our warranty is administered in three ways:

1.   Technical Support We provide expert technicians to resolve computer problems. This is in contrast to low paid
      foreign telemarketers used by the manufacturers of mass-produced computers.
2.   On-site service We contact technicians in your area and pay them to go to the location of the computer and
      perform repairs.
3.   Replacement We maintain a inventory of almost ready-to-ship computers in various models. In the event of a
      major malfunction or frequent hardware problems we will replace your computer.

We warranty our computers against defects in materials or workmanship for a period of 1-3 years from the date of shipping printed on your invoice. We are not liable for loss of use or loss of data as a result of equipment failure or by any other cause. Most devices are compatible with our computers. However, devices you purchase may not be compatible with our computer due to differences in the way some standards are implemented: FireWire devices, USB external hard drives, wireless networking devices, and front audio connections.

Keyboard, mouse, speakers, and other minor components external to the computer have a 6 month warranty which cannot be extended past 6 months.

A Surge Suppressors is required to be in place at all times while your computer is under warranty.

The warranty does not cover damage done to the computer by you, your guests, objects falling on your computer, lightning, or operation at elevated room temperatures (more than 85F).

If there is a problem, you will probably be called upon to perform actions at our direction to perform recovery tasks and preliminary troubleshooting on your computer. These tasks may take a few hours to perform in some cases. Your cooperation is required as a condition of on-site warranty service. If you do not wish to cooperate then you must mail the computer to us for repair.

If you requested a special components to be installed which we do not normally stock then some restrictions apply to the special component: If the component fails, then you must either 1) obtain a replacement part yourself, 2) Get the manufacturer to replace the part, 3) Send it to us for a replacement exchange from the manufacturer if it is possible for us to do so. This may involve significant delays.

Our total liability shall not be greater than the original purchase price under any circumstances.

All replacement parts will be shipped to the "Ship To:" address on our files unless you have notified us in writing or by Email of a different address. If you dot not notify us of an address change then you are responsible for loss of the item if it is accepted by another party at the address on file with us and the item is unrecoverable.

Non-US customers are responsible for customs duties and import inspection fees on replacement parts.

The warranty does not cover re-loading your software if the Operating System requires re-installation.

Types of 3 year desktop computer warranties:

1) Basic

First year: On-site labor and parts are shipped by next-day air.
Second & Third year: You mail the computer to us at your expense. We fix it at no charge and send it back to you at our expense by ground service.

2) Standard

First year: On-site labor and parts are shipped by next-day air. Second year: On-site labor and parts are shipped by second-day air. Third year: You mail the computer to us at your expense. We fix it at no charge and send it back to you at our expense by ground service.

3) Premium

All 3 years: On-site labor and parts are shipped by next-day air.

If two repair attempts by a local technician are unsuccessful then we may choose to repair your desktop computer at our facility (or replace it completely if it is less than 60 days old). If a desktop computer requires repair at our facility then we will send you a box and have it shipped to us by ground service at our expense. We will repair it and ship it back to you at our expense by ground service. You will only be required to place the computer in the box and remove the repaired computer from the box. On-Site setup is not included in this service.

ON-SITE REPAIRS CAN ONLY BE ACCOMPLISHED WITH YOUR COOPERATION. ON-SITE TECHNICIANS IN MOST AREAS ARE NOT ADEQUATELY TRAINED FOR DIAGNOSIS OF PROBLEMS, ONLY REPLACING PARTS. IF THE PROBLEM CANNOT BE NARROWED TO A SPECIFIC COMPONENT THROUGH YOUR COOPERATION WITH OUR PHONE SUPPORT TECHNICIANS, THEN THE COMPUTER MUST BE RETURNED TO US FOR REPAIR.

Defective parts must be returned unless we specify otherwise. You will be provided a return shipping label by us. Failure to return parts will result in suspension of your warranty until 1) the parts are returned, or 2) you pay for the parts.

How long will repairs take to perform?

Desktop Computers
Problems with desktop computers will be analyzed on the phone and may require your assistance (as outlined elsewhere in this document). If phone-based support cannot resolve the problem then an on-site repair will be scheduled. If parts are required, then a repair technician will be scheduled to show up when the parts arrive. If the computer is not capable of performing your work, then replacement parts will be shipped by overnight delivery. Repairs can usually be completed on the day that the technician shows up. If the CPU requires replacement, and a new CPU needs to be provided by Intel or AMD, then a delay of 2-4 days can be expected before repairs can be completed.

Laptop/Notebook Computers
Most laptop repairs will take 2-3 weeks to complete, plus 3-6 days for shipping time.

Monitors
Monitor replacement during our warranty period will take 4-6 business days in most cases.

Keyboards, Mice, Headsets, Cables & other peripheral devices
Replacement of peripheral devices will be sent by ground shipping within two business days of the customer notifying us.

LCD Monitor Warranty
We warranty the monitors for 30 days, after which the manufacturer's warranty applies. We will replace monitors with dead pixels within the first 30 days.