Support
Polywell works with AMD, Intel, NVIDIA and other peripheral manufacturers to provide intensive customer care. During normal business hours on Pacific Standard Time we provide unlimited toll free tech support from our in-house technicians.
We also offer optional 24-7 toll free phone support, Advance Parts Replacement and On-Site Service.
(1.1) Polywell's warranty policy is designed to assure our customers that their PolySystem will be supported, in spite of the accelerating pace of improvements in personal computer components that leaves many components with a lifecycle of six months or less.
(1.2) Polywell will repair PolySystems at Polywell's facilities without labor charge (except for repairs that must be performed at the manufacturer's facility, e.g., monitors), for up to five years from date of purchase. Polywell warranties all products purchased for one year from date of purchase, supplemented by Limited Manufacturers' extended Two to Five year Warrantees, where provided. (Please check with the manufacturer's web site for details.)
REPLACEMENT
(2.1) During the first thirty days after purchase, Polywell will replace defective parts in advance of its return. After thirty days and up to one year, Polywell will, at its option and upon receipt of the failed component, either replace the part, if it is available commercially or in stock (either new or refurbished), or refer it to the original manufacturer for replacement or repair. If repair or replacement is unavailable, Polywell may substitute a new or factory-refurbished part of similar or better functionality and quality for the defective part under warranty, which will be covered for the remaining portion of the original warranty.
(2.2) After one year, parts covered by any extended manufacturer's warranty may need to be returned directly to the manufacturer for replacement or repair. Polywell will assist customers in determining applicable coverage and in contacting the manufacturer.
(2.3) An enhanced warranty that provides advance parts replacement (excluding monitors) is available at time of purchase.
(2.4) In no event will Polywell be responsible for loss of data, user time, loss of profits or misuse of any nature. The user shall exercise reasonable prudence in maintaining backups and an appropriate system operating environment.
Obtaining warranty service directly from manufacturers
*Depends on model. Also, some manufacturers of components and peripherals used in your Polysystem provide direct warranty service, and may also carry a warranty beyond our standard warranty. You should take advantage of these services, since it will save you time and money to go directly to them to obtain repair service and/or replacements.
It is the responsibility of the customer to contact the manufacturer for the extended warranty coverage.
Below are some of the manufacturers.
USER RESPONSIBILITIES
(3.1) The recipient shall inspect all packaging for any apparent damage upon receipt. If there is any visible damage to the shipping container, the shipment may be rejected or the delivery person may be asked to confirm the signs of visible damage in writing.
IF YOUR SYSTEM ARRIVES DAMAGED
In the event the system has been damaged by improper handling, the recipient, if retaining possession, should file a claim with the carrier. Polywell will assist in completing the claims process.
The recipient should do the following:
- Contact the carrier (UPS 1-800-742-5877; Fedex 1-800-463-3339; DHL 1-800-225-5345) and explain the situation. You may want to take photos of the damaged box and/or contents. It may come in handy and expedite the process.
- Call Polywell at 1-800-676-6618. YOU MUST DO THIS WITHIN 5 DAYS OF RECEIPT OF THE SYSTEM. We will arrange for a replacement unit.
(3.2) Every PolySystem is fully tested for 72 hours, as reported on the enclosed QA checklist. The customer shall review that report and the invoice. Any discrepancy between the invoice report and the product received must be reported to Polywell within 5 DAYS of receipt of the Polysystem.
(3.3) In the event that the system is not functional, but otherwise apparently undamaged physically upon arrival (components may become dislodged during shipping), the recipient should, if necessary, do the following with the assistance of Technical Support: remove the case cover, reseat all cable connections, add-on cards, memory, and cache modules.
(3.4) It is the responsibily of the Customer to keep records of all software product Activation Keys and/or software Serial Numbers. Polywell is not responsible for lost keys or codes.