Equipment Return Policy
When a hardware product is returned to System Studies Incorporated (SSI) for repair or recalibration, we will first determine if warranty coverage applies. If it does, we will repair, recalibrate or replace the equipment without charge. If the returned product is out of warranty, the repair charges described below will apply.
Warranty Repairs: System Studies Incorporated (SSI) offers a one year limited warranty of hardware products. If, under normal and proper use, a warranty defect or nonconformity appears in the product during the warranty period, and Customer promptly notifies SSI in writing of such defect or nonconformance, SSI, at its option, will repair or replace the equipment without charge.
In repairing or replacing any product or part of product under this warranty, SSI may use reconditioned or refurbished parts. If SSI is unable to repair or recalibrate the product, we will replace it, when possible, with a comparable product that is new or refurbished. If we determine that correction, repair or replacement is not feasible, we will provide a refund or credit of Customer's purchase price of the defective or non-conforming product, less a reasonable allowance for use.
Out-of-Warranty Repairs: If a hardware product is returned to SSI and we determine that the one year limited warranty period for the product has expired, we will attempt to contact Customer and received authorization for repair, recalibration or replacement of the product. A minimum assessment and return processing fee of $125.00 will apply to this service. Once authorization to proceed with the repair has been received from Customer, SSI will make the necessary repairs, if feasible. Repair/recalibration labor will be billed at $125.00 per hour, with the initial assessment and return processing fee being applied to the first hour of the repair service. If SSI determines that it would be more cost effective for Customer to replace the returned equipment, we will notify Customer and provide replacement product pricing.
Return Authorization and Instructions: When Customer contacts SSI via phone or email, we will issue a System Studies Return Number (SSRN) to include with the return shipment. We request that the returned product(s) are shipped to us in their original or equivalent packaging, and that Customer prepays shipping charges and insures the shipment, or accepts the risk if the product is lost or damaged in shipment.
The SSRN number must be placed on the outside of the shipping box, where it is clearly visible, so that SSI can expedite processing and servicing of the returned equipment.
SSI will return the repaired, re-calibrated or replaced product(s) to Customer and will pay the necessary shipping if Customer uses an address in the United States (excluding Puerto Rico and U.S. possessions and territories). Otherwise, SSI will ship the product to Customer freight collect.
System Studies Incorporated (SSI) understands that there are certain instances where you may need to return a purchased product for credit. This can occur if you have ordered an incorrect part number, or if you have ordered a product only to discover later that you are in an overstocked position.
System Studies will try to accommodate returns of this type for credit; however, please understand that these returns are costly to SSIespecially in the case of air pipe manifolds, manifold monitoring assemblies, and central office equipment racksall of which are built to order. The table below describes the restocking charges that apply to returned products. The percentages listed in column 2 represent the percentage of the original purchase price of the product.
|Restocking Fees for Returned Product|
|Within 30 days of ship date||15%|
|Between 31 and 60 days of ship date||25%|
|Between 61 and 90 days of ship date||35%|
|Between 91 and 120 days of ship date||50%|
|No returns accepted 121 days or more from date of original shipment|
Please note that these restocking charges are below industry standard. Normally, the restocking fee is 25% for returns made within thirty days of original shipment, and no returns are allowed after that time.
Warranty Support Policy: Effective May 7, 2009
For Products: The warranty shall begin on the installation completion date and shall extend for one (1) year or 15 months from date of shipment, whichever is shorter. System Studies Incorporated (SSI) warrants that during the warranty period, products will be free from defects in material and workmanship and will conform to SSI's standard specifications for such products. SSI, to the extent permitted, hereby assigns to Customer the warranties, if given, to SSI by others on products not manufactured by SSI. If, under normal and proper use, a warranty defect or nonconformity appears in the product during the warranty period, and Customer promptly notifies SSI in writing of such defect or nonconformance, SSI, at its option, will repair or replace without charge. If SSI determines that correction, repair or replacement is not feasible, it will provide a refund or credit of Customer's purchase price of the defective or non-conforming product, less a reasonable allowance for use. In repairing or replacing any product or part of product under this warranty, SSI may use reconditioned or refurbished parts.
For Service: SSI agrees to perform services in a workmanlike manner and in accordance with good usage and practices in the community which the services are performed using materials free from defects except where such materials are provided by Customer. If services performed by SSI prove not to have been so performed and if the Customer notifies SSI to that effect in writing within a one-year period commencing on the completion date of the service, SSI will, at it option, correct any defects or render a full pro-rated refund or credit based upon the original charges for the services.
The warranties provided do not cover repair for damages, malfunctions or service failures caused by: (1) actions of non-SSI personnel, (2) Customer's failure to follow SSI installation, maintenance or operation instructions, (3) abuse, misuse or negligent acts, or (4) force majeure conditions such as fire, explosion, lightening, pest damage, power surges or failure, strikes or labor disputes, water, acts of God, the elements, war, civil disturbances, malicious damage or other acts beyond the control of SSI.
SSI does not warrant uninterrupted or error-free product operation.
For Technical Support: During the warranty period, SSI will provide free telephone Technical Support for all products supplied by SSI. Telephone coverage will be available Monday through Friday, 6 a.m. to 4 p.m. Pacific Time and 8 a.m. through 4 p.m. Pacific Time, Saturday, Sunday and major holidays.
Other than processing products for return or repair, SSI will not provide Technical Support for any hardware product if it fails to function as specified outside of the warranty period, unless the Customer is covered with an annual SSI Technical Support Contract.