Desktop System Warranty (US Only/ System Components Only)
No matter which warranty you have chosen we have a 30 day lemon clause. It is our goal to provide to you a fully functional turn-key experience. If your system is not functioning correctly within the first 30 days following delivery we will remedy the issue at our expense, including shipping. Before any return for repair RMA can be given you will be required to assist us in troubleshooting over the phone. Sometimes, depending on the situation, we may pay a local company to repair your system (This is the exception and not the norm). Returns are not accepted without the issuance of an RMA number.
Our base warranty is 1 year parts and labor with lifetime tech support (See Support for what that includes). An upgrade is available to provide this service for two or three years and would be listed as a "2 Year Parts and Labor Warranty" or "3 Year Parts and Labor Warranty". This warranty applies to computer system components only. Under this we will replace or repair any faulty component for the given warranty period with no charge made for said component or the required labor. In some instances, specifically in the case of special order components and non-standard computer components (May include but is not limited to: high end graphics cards, video monitors, EOL [End of Life] components, and any other non-standard system component), we may require that the component go back to the original manufacturer for repair, unless within thirty days of delivery. This may be done through us, or we will assist the customer to complete the repair through the manufacturer, as in some cases this will be more expedient. For components that are standard for most of our systems we will, when possible, ship you a component from our warehouse, or in some instances have a component drop-shipped direct from one of our vendors. It is expected that the customer will return the bad component to us before we will ship the replacement component, with an exception given during the first 30 days after delivery. We may, at our discretion, provide a cross-ship of the replacement component (Ship the replacement before receiving the bad component). In these instances the customer may be required to provide a valid credit card number, which will be charged for our retail cost of the replacement item unless the broken component is returned to us in fewer than two weeks from the arrival of the replacement. Failure to pay charges for missing returned components may result in cancellation of customers warranty and support services. When replacing system components we reserve the right to use re-manufactured components and to, when circumstance dictates, send a component of a different model and/or brand so long as it is an equivalent in both performance and value.
Under our standard warranty, all shipping costs are the responsibility of the customer once the system is outside of our 30 day policy. This shipping cost includes any components shipped out from or returned to us, as well as any instance where the system may have to be returned to us and then shipped back to the customer. If we are shipping a component or system out from our location we will bill you for the shipment prior to shipping. In the event that a system needs to come back to us, we can use our shipping account to schedule the system for pickup and have it delivered to our location, billing for the shipment before the return of the system. With the shipping volume that we do this usually allows for a lower cost to you, the customer. In the event that we are using our account for the return of the system, we will bill the customer for incoming and outgoing shipping before the product ships from our location. On any return shipment to ADK the customer is also responsible for any insurance and the packaging of the contents of the shipment. If the customer does not insure the package and it is lost or broken, it is the customers responsibility to file the damage claim with the shipping company. We reserve the right to charge the customer for any physically damaged or missing parts that are being returned to us under the coverage of our warranty. If we have arranged a shipment for the customer and the component is improperly packed, we also reserve the right to charge the customer for costs incurred to us with the shipment including replacement of said component(s). The best solution to the packaging issue is for the customer to keep as much of the original packaging as possible, especially for the computer.
Express Shipping Warranty (US Only) Our Express Shipping Warranty provides the same parts and labor coverage as our standard warranty. Under this warranty we will cover shipping in both directions for both the computer and any components for the time period specified (one or two years). All Returns require an RMA number. We will cover shipping costs to provide delivery to and from our location in no more than three business days (Method used, whether ground or air, will be based on the shippers estimated delivery date). In the event that we are arranging pickup, the customer is still responsible for properly packaging the items being sent back. PLEASE SAVE YOUR PACKAGING.
We reserve the right to charge the customer for costs incurred due to improper packaging. In the event that air shipping is used, the customer generally will have to fill out an airbill which will be provided by the pickup driver. The customer MUST select Three Day Air shipping (with FedEx, it is called Express Saver). If a customer selects anything other than this they are responsible for the cost of the shipment, and their product(s) will not be returned until this amount is paid in full. When we are scheduling a pickup, the customer is expected to make a reasonable effort to accommodate the scheduling of said pickup. In the event that other options are needed we may modify this policy at our discretion. In the event that a faster shipping turnaround is requested, the customer will be responsible for the difference between the requested method and that which would normally be used as a condition of this warranty option. In most cases where we cross ship components under the express warranty, we will provide a return label in the package. In the event that we are not able to do this we will make other arrangements to provide for the transportation. We may also, at our discretion, drop ship a component from one of our vendors via ground shipping, so long as it is expected to arrive within the standard time period. Return of parts replaced in this manner is still required, and return shipping arrangements will be made at the time of RMA.
International Warranty (System Components Only) The only warranty available for international orders will be One Year Parts and Labor with Lifetime Support. Under this we will replace or repair any faulty component for the given warranty period with no charge made for said component or the required labor. In some instances, specifically in the case of special order components and non-standard computer components (May include but is not limited to: high end graphics cards, video monitors, EOL [End of Life] components, and any other non-standard system component), we may require that the component go back to the original manufacturer for repair (Unless within thirty days of delivery). We DO NOT cover any shipping for any international order except in the case of shipping damage which will be handled under our shipping damage policy. We will ship replacement components under the customers direction via their chosen service. In the case of the US Postal Service, we assume no liability for any lost or damaged component. Any replaced component must be returned to us by the customer within 30 days. Any components not returned are subject to charge to the customer, and any unpaid charges for missing components may result in termination of customers warranty and support policy. In the event of any international warranty shipments, we will not be held responsible for any duties or taxes incurred for the shipment. We will always make our best effort to prevent this by listing replacement components as being for warranty service. We do our best to prevent customs issues, and rarely have a problem with this in most international locations.
Before any return of any nature can be made, an RMA number must be issued. The customer must contact us to have said number issued. The customer must be willing to troubleshoot their system with our tech support team before an RMA will be issued. Technical support may be provided via telephone, email, and remote support software. Failure to troubleshoot the system with support may result in additional charges for return of systems or components and may lead to discontinuing of warranty services. If a customer insists upon the return of a so-called faulty component without approval of ADK and it is found not to be bad, the customer will be charged for any new component they have received as well as any shipping charges incurred to ADK.
ADK will be responsible for any loss or damage incurred to any package that we ship via our approved carrier on our account. We will, at our expense, repair or replace any damaged or lost items, so long as the Shipping Damage Policy is not violated. There are instances where we will, at the direction of a customer, ship in ways other than our approved shipping method, but we will not be responsible in any way for any loss or damage that may occur during shipment. Products damaged in shipping must be reported to us within 48 hours of receipt. All shipping carriers have a very strict time limit for such reporting, and if we are not made aware of the damage within the time frame allowed by the shipper, we will not be able to process the damage claim. Damaged products reported to us in the proper time frame will be picked up and repaired/replaced by us, with no cost to you. We may choose to have it repaired at a local computer store, at our discretion. Damaged Computers do not constitute a refund, therefore we will fix or replace the damaged system at our discretion. Rush fees will not be refunded due to damage in shipping. If a customer believes that their system has been damaged, they must call us with accordance to the time frame of this policy. Before any arrangements can be made for return, the customer must go through our standard RMA process to attempt to remedy the damage in the quickest manner possible. Before a system can come back to ADK because of damage, it must be approved by ADK's tech support department. Due to the nature of carrier claims departments, all of the carrier's policies must be followed to insure that the claim is paid. This may specifically include waiting on the carrier to inspect a damaged package. In many cases it also means that a package shipped ground must be returned via ground shipping. This means that we are unable to expedite that specific shipping process for any price, as doing so may void the coverage of any shipping damage by the carrier and ADK. Any deviation by the customer from the carriers claims policy may result in non-coverage of the damage claim.
As long as you own your ADK system (or hardware/software you bought from us) you have access to lifetime support. Support is offered via phone, email, and remote support. Hours of operation for support are currently Monday through Friday, 11am to 7pm EST. We can be flexible to offer support at other times, by appointment only. Our support is intended to make sure that your system is fully functional with your hardware and software that we support. There are instances where we do not support certain software/ hardware, as we know that it does not work. The customer is responsible for informing us of the hardware/ software they intend to use. There are also instances of where we will only support hardware if it is sent to us for installation. If a customer does not wish to take advantage of these services at our recommendation, we may not be able to insure that all software/ hardware are going to be fully functional. ADK also maintains a very strict policy regarding pirated software. We will in no way support or install any pirated software at any time. Any system that is sent to us for repair or warranty service with pirated software will be subject to deletion of said software, or possible full restoration of system image to factory defaults. While we will assist customers to make sure that all hardware/ software is fully functional, it is not ADK's responsibility to teach the customer to use their software/ hardware. All software/ hardware use questions should be directed to the manufacturer. ADK reserves the right to revoke a customer's access to lifetime support for abuse of this policy. Reasons for this revocation may include but are not limited to excessive questions as to the use of software not related to functionality as mentioned above, Refusal to follow directions that remedy the issue, as well as consistently repeating the same actions that are causing an issue when instructed not to by ADK.