Warranty breach - Physical damage

Document Scope

This document covers our policy for physical damage to both system components and the system itself. It also provides details on our inspection process regarding physical damage to the system. This document will be used by our support team when asking customers to preform physical troubleshooting on their systems. Any customers who plan on preforming physical troubleshooting or have been asked to do so by the support team should reference this article before opening the system's chassis. 

Physical damage inspection process

There are three main steps in our inspection process for any received RMAs.

Step 1: Inspection of shipping box

Pictures of box may be taken if suspected of damages. Examples include

• Tears
• Box loosely sealed due to worn adhesives, tape, or mishandling
• Holes
• Water damage - box discoloration

Step 2: Immediately upon opening box

Pictures of how the item is packaged in box may be taken if suspected of damages. Examples include:

• Poor packaging material observed
• Wrong orientation (e.g. shipped upside down, etc)
• Not shipped via palletized freight when it was recommended for System RMA's

Step 3: Provided to respective hardware specialist for further inspection

At this point the hardware specialist will take the system and begin the operational inspection to determine if there are any other issues which have not yet been observed. Please note this timeline may vary but can take as much as 10-15 business days.

Component Damage

If physical damage is found on component, customer is notified RMA is rejected with picture proof- we cannot process repair or replacement RMA and will need to ship back part at customer's expense.

System Damage

If physical damage is found on system, customer is notified that the RMA is rejected with picture proof, but we will take apart system hardware components to test individual hardware components to provide list of FAIL/PASS hardware components. After list of FAIL/PASS hardware components is provided to you, we will ask you to confirm the following options:

1. Ship back system parts as-is at customer's expense
2. Quote hardware reassembly fee of remaining PASS parts (damaged or not), at best-effort
   • Exxact will provide quote to reassemble system in attempt to get it to at-minimum POST, boot OS from SATA, and run burn-in/QA
   • Best-effort = Exxact is not liable for subsequent system issue stemming from the best-effort repair; normal system hardware troubleshooting will still be covered under standard Support/Warranty scope, but damaged hardware component root-cause could have their RMA rejected due to their physical damage, if any
   • System and FAIL parts to ship back to customer as-is at customer's expense
3. Quote hardware reassembly fee of remaining PASS parts (damaged or not) with added replacement/new components; at best-effort
   • Exxact will provide quote to replace FAIL parts to restore originally sold system specifications, and then reassemble system in attempt to get it to at-minimum POST, boot OS from SATA, and run burn-in/QA
   • Best-effort = Exxact is not liable for subsequent system issue stemming from the best-effort repair; normal system hardware troubleshooting will still be covered under standard Support/Warranty scope, but damaged hardware component root-cause could have their RMA rejected due to their physical damage, if any 
   • Does not extend system warranty, and defective replacement/new components (traced back to the repair invoice) will require customer to submit RMA's directly to their respective Vendor or Manufacturer if Exxact system is no longer under warranty
   • If cosmetically damaged PASS parts were used, their individual component RMA may be rejected due to physical damage in final lengthy hardware inspection stage
   • System and FAIL parts to ship back to customer as-is at customer's expense