Hardware products are repaired at different service centres depending on which manufacturer makes the product. Please read this section carefully and follow the appropriate procedure for your product to help ensure that your repair is processed quickly.
There is, of course, no charge for repairing if the product is covered by warranty. Products no longer covered by warranty may also be returned for repair but the customer will be charged for the service.
Procedure: Contact the appropriate service centre, by phone or fax, to obtain a Return Authorisation number. You will need to supply proof of purchase as well as the model number and serial number of the product. Some service centres will ask you to fax the details before the Return Authorisation number 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 your expense.
If XP Computers is managing the warranty, you are responsible for freight to and back from the service centre (as soon as the product has been repaired or replaced).
XP Computer recommends that the product should be sent by registered or certified mail for tracking reasons. XP Computers accept no responsibility for loss or damage that occurs during transit.
All software products are covered by warranty from the date of purchase by the end-user. However, if the software fails as a result of misuse or hard disk failure the warranty is void.
Product no longer covered by warranty may also be returned for repair and obviously the customer will be charged for these repairs.
If a product fails and you wish to return it for repair you must contact the XP Computer Returns Department by phone or fax to obtain a return Authorisation number. This number is valid for 14 days.
Please supply the date of purchase and XP Computer invoice number or serial number of the product. Once the operator has identified the product you will be issued with a Return Authorisation number. This number must be used in all correspondence relation to the product.
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. Proof of purchase is required and a copy of your sales invoice must be included with the package and shipment. If the Return Authorisation number cannot be identified, the product will be returned immediately at your expense.
You should arrange for and pay the cost of delivery of the product to and back from XP Computers as soon as the product is repaired.
We will repair or replace the product within 5 working days (although exceptions to this may occur from time to time and it may take longer due to parts availability and dependant on the product's supplier and manufacturer warranty repair or replacement process). Where the product is replaced it will be returned in its original packaging as we received it.