FaultyPolicy

Faulty Policy 

Procedure

• Contact the appropriate service centre on behalf of the end-user for technical support and/or obtain a Return Authorisation number.
• Some products are not handled by Ingram Micro - please check the list of vendors that handle warranty services. Proof of purchase, as well as the model number and serial number of the product must be supplied. Some service centres will ask for this information to be faxed to them before the return authorisation is issued.

Once the Return Authorisation number is issued the product should be shipped to the appropriate service centre, (unless the product is covered by on site warranty). The Return Authorisation number should be clearly written on a sticky label placed on the outside of the shipping carton - do not write directly on the carton. If the number cannot be identified the product will be returned immediately at the reseller's expense.

• All software products are covered by a 90 day warranty from the date of purchase by the end-user. The reseller must advise the customer in writing that any failure of software products due to misuse of the product or hard disk failure is not covered by warranty.
• In the event the reseller fails to advise the customer, the reseller will indemnify Ingram Micro for any expenses incurred in servicing any warranty claim relating to the misuse of the product or hard disk failure.

Warranties or returns handled by Ingram Micro

• Please complete a faulty RA Request Form online. You will need to supply the Ingram Micro invoice number, product information and serial number of the product. Once the product has been identified and the warranty status authorised, a Return Authorisation (RA) number will be issued. The RA number is valid for 7 days. This number must be used in all correspondence relating to the return.
• If Ingram Micro is honouring the warranty, the reseller is responsible for freight to the Auckland Distribution Centre. Ingram Micro will be responsible for return freight of the product as soon as it has been exchanged.
  • Where the product is exchanged, only the components received will be replaced and returned in the packaging, as Ingram Micro received it.