Cabletime Standard Product Warranty and Return to Base (RTB) Policy
The Company shall provide a Standard limited warranty for all Products subject to the following conditions:
Hardware: The period of this warranty for the Products shall always be a minimum of 24 Calendar months from the date on which The products were despatched to The Customer. The Warranty is limited to defect, breakage or breakdown of products caused by defective material or workmanship, no liability whatsoever is accepted by The Company for any indirect or consequential loss or damage relating to the Products no matter how such loss or damage arises. Any Product returned to The Company by The Customer shall be repaired or, at the Company’s option, replaced free of charge, providing that all the provisions of this Product Warranty are met in full. This warranty may not be transferred or sold on.
Software: The period of this warranty for the Products shall always be a minimum of 24 Calendar months from the date on which The products were despatched to The Customer. The Company warrants that the Software will function substantially in accordance with the accompanying written manuals for this period only.
The Products: The Products covered by these warranties shall be limited to those that have an individual Cabletime label which bears both the Product part number and a serial number. Original Parts offered or sold by The Company are excluded from the provisions of this Warranty, but The Company undertakes to give all reasonable assistance when requested to do so by The Customer.
Title: For each Product the benefit of Warranty is effective only when the Product has been paid for in full by The Customer and the property in the Product has passed to The Customer.
Void Warranty: This Warranty is void if a defect has been caused by accident or misuse by The Customer or any third party; or if The Customer or any third party have or have attempted to execute any form of alteration, modification or repair to the Product; or have removed or tampered with any identification label.
The Company operates the following standard return to base (RTB) policy
Cabletime will work with the customer via email or telephone to try and diagnose and resolve any issues. The customer must provide the equipment serial numbers to confirm that the RTB warranty is still in effect.
Once the customer has carried out all the requested diagnostic procedures, and Cabletime are satisfied that the problem is not caused by environmental or local network conditions, Cabletime will issue an returned material authorisation (RMA) number so the customer can ship the affected goods back to Cabletime.
Before the RMA number is provided, the customer must sign a form agreeing to pay an appropriate standard repair fee, in the event that the returned product is deemed to be no-fault-found (NFF), or the malfunction is a result of mechanical, electrical or other abuse not covered under standard warranty conditions.
All equipment received back from the customer will be inspected and tested. Where equipment is deemed to have been subject to mechanical, electrical or other abuse not covered under standard warranty conditions, the customer will be notified that the fault is outside the warranty cover. The customer will then have the option to have the equipment returned to them as is, or pay a standard repair charge to have the equipment returned in a working state and warranted to the end of the original warranty period. Cosmetic issues will not be addressed unless specifically requested by the customer and may be subject to a further charge. If out-ofwarranty damage to the equipment makes it beyond economic repair, the customer will have the option of having it returned to them as is, or Cabletime will dispose of it in a suitable manner.
Where customers opt for an out-of-warranty repair, a suitable purchase order must be raised within 20 working days. If this is not done, Cabletime have the option of shipping the equipment back to the customer in an un-repaired state.
Where equipment is repaired under warranty, Cabletime aims to dispatch all goods back to the customer within 15 working days of their receipt. Cabletime aims to dispatch all out-of-warranty repaired goods within 15 working days of receipt of the appropriate purchase order.
Once repaired equipment is returned to site, Cabletime will assist the customer to get the equipment working in their system with email and telephone support. If necessary, Cabletime will provide on-site support to re-integrate the equipment into the customer's system, but this will be subject to an additional charge if they have no other service agreement in place with Cabletime.
Customers must be able to provide feedback about the problem, including unit serial numbers, screenshots or other requested information via email or telephone. They must have physical access to the equipment (if required to help diagnose the problem or replace a unit). IP network traffic logs (or similar information) may be requested.
Customers must be able to carry out simple diagnostic procedures, including re-powering the equipment.
Replacement equipment will not necessarily include cables (unless they were originally supplied by Cabletime, and are subsequently proved faulty), original packaging or original instruction manuals, but will include external mains/DC power supplies where appropriate.
No goods will be accepted from customers unless they are clearly marked with an authorised RMA number.
The customer will pay for all transportation charges when returning goods back to Cabletime. They should complete customs declarations in the manner prescribed by Cabletime to minimise customs duties and delivery delays. Cabletime will pay `reasonable' transportation charges when sending goods to the customer.
Cabletime will endeavour to provide 'best intention' general advice to customers where operational MediaStar issues are a result of misbehaving third party equipment (e.g. networks or room control systems). However, we do not claim to be, and must not be regarded as experts in configuring any 3rd party equipment.
English language will be used in all communications.