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Chapter 8. Technical Support and Service
107
Warranty Shipping
The library must be returned in the original carton and packed with the original
packing material. Failure to do so will void the warranty. See the label on the inside lid
of the shipping container for instructions on packing the library.
The purchaser is responsible for paying the shipping and insurance charges for
warranty goods to Spectra Logic. Spectra Logic will pay for shipping the repaired item
back to the purchaser.
International warranty repairs must be accompanied by a commercial invoice, a
packing slip, and a carrier waybill. The following must be written on the invoice:
GOODS OF U.S. ORIGIN, RETURN FOR WARRANTY REPAIR, VALUE FOR CUSTOMS USE ONLY.
Import duties assessed on incoming shipments will be prorated to the customer’s
account if proper documentation does not accompany the shipment.
Warranty Turnaround Time
A standard repair turnaround time is two weeks from receipt of product. Spectra Logic
shall reserve the right to replace the unit if it cannot be repaired within the two week
time frame. A 48-hour turnaround is available for an additional charge.
Out-of-Warranty Repairs
Contact Technical Support for the current fixed library repair price. The repair is
warranted for ninety days from the date the unit is shipped to a customer.
Non-Warranty Shipping
All non-warranty units will be shipped back to the purchaser as determined by the
purchaser. Shipping charges to and from Spectra Logic are the responsibility of the
purchaser. International customers with non-warranty units are responsible for
customs and duties charges coming into the United States as well as charges on
returned products into their own countries.
Non-Warranty Turnaround Time
The non-warranty turnaround time is two weeks from receipt of the unit. An expedited
turnaround of 48 hours is available for an additional fee. Spectra Logic reserves the
right to repair or replace the unit.
Advanced Replacement Units
Loaner units and on-site service are available on a contractual basis. Contact Technical
Support for advance replacement contract pricing.