Xircom Action Systems 1500 - Manual (Page 58)

GSA Operations
Document Number: 401-364
58
TECHNICAL SUPPORT PROCEDURE AND SERVICE (FOR DOMESTIC CUSTOMERS ONLY)
If you need technical support for your Integrator, and are a domestic customer, please call 505
526-6606 to speak with an Integrator technician. The technician will troubleshoot the reported
problem and determine if the product should be returned for further diagnosis. If the
technician believes a computer problem cannot be resolved by telephonic technical support,
and you have owned the computer for no more than one year from the date originally shipped
to you, you will be entitled to the Action Systems One Year Standard Service. The cost of
labor is covered by Action Systems under this service. The procedures for this service are as
follows:
One Year Standard Service
1. Before you ship your computer for Service, you must call 505 526-6606. The
technician will contact an overnight carrier and the carrier will send packaging
materials and instructions to you.
2. When you receive the packaging materials, read the instructions and call the carrier
at the number provided in the instructions to request pick-up. You must completely
package the product prior to the carrier’s pick-up.
3. The carrier will pick up the packaged product from the agreed upon location and
deliver it to the repair location.
4. Once the repair is complete, the carrier will return the product to the previously
agreed upon location.
NOTE:
Action Systems is committed to a timely product repair process. Therefore, every reasonable
effort will be made to return repaired products to you within seven (7) business days from the
time of the carrier’s pick-up under the One Year Standard Service. Action Systems is not
responsible for delays in the repair process.
Optional Second and Third Year Service
You may purchase a second and third year extended service at the time of your computer
purchase. The cost of labor is covered under this service. You may also purchase expedited
product repair as part of your extended service, which shall cover years, one, two and three.
Under this process, every reasonable effort will be made to return repaired products to you
within three (3) business days from the time of the carrier’s pick-up. Call 505 526-6606 for
details. Action Systems is not responsible for delays in the repair process.
This service option includes a preventive maintenance check where each unit is subjected to
an acceptance test after which all components, which have degraded due to norm wear and
tear, will be replaced. Case batteries, cable and case connectors are those components, which
typically will be repaired or replaced.