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Self Service Guarantee:
The fact is that if you
buy a barebone or built on product from any manufacturer (not
just asus) your dealer will most probably send you to asus
or the manufacturer
directly for any major repairs. Some dealer purchase
from bigger distributors that build, test and warranty these
items. These dealers are not required to disclose
where your laptop will be shipped for warranty. Odds
are you will be shipping to either asus or one of the few
larger distributors who manufacture these laptops for most
dealers. We build, test and warranty our own.
Our guarantee is that we will never send you to any other
company for any warranty work. We do all our
own in house repairs right down to the lcd, motherboard or
any other part which most dealers are incapable of
servicing. We may not be alone but our business
strategy and warranty is very unique. To date you will
find but a few or less that can claim the same.
Refunds/Exchanges:
Most of our products do not charge a restocking fee for
returns within 7 days of delivery.
Refund and exchange policy is stated on the top of every
configuration page. Please check the specific products
configuration page for the return and exchange policy.
Hardware Labor, Tech Support & Warranty:
The entire laptop and/or barebone components are guaranteed defect free for one
(1) full year standard or up to 3 years for extended
warranties. Extended warranties are available in the
configuration page. Free labor for the entire laptop will
be offered for the duration of the warranty of the product(s).
Barebone is defined as the parts of the notebooks which are
non-configurable. Barebone components such as processor,
memory and hard drive carry original manufacturer warranty
for up to 3 years but are covered by btotech for the duration
of the standard or extended warranty. Batteries are covered
for 1 year only no extensions allowed. Some faulty
parts are easy to swap out. We will assist the buyer by
phone to make the swap and provide the replacement. When
more complex components need professional installation/repair
then btotech.com will service your product free of charge
while under warranty. Tech
support will be offered for the
"life" of your laptop by phone, email or our
forum.
Transit/shipping expense:
If your laptop breaks your round trip
shipping is paid for by us. Pre-paid label will be sent by
email after rma. A U.P.S. "will call" driver will arrive
and pick up the box for prepaid shipping labels.
btotech.com will pick up the tab for round trip
ground transit as long as the defect part is under
warranty unless a customer purchased an extended policy that
covers air. If an optional air cover policy was not
purchased the customer has an option to pay the difference
at time of service.
Advanced Replacement/Swap/Expedited Repair:
We guarantee that if your laptop has to be sent in for
repair then it will be fixed within 5 business days in the
first year of warranty, unless a
customer purchased an extended policy which covers overnight
replacement. Some problems require the attention of
your dealer some problems can be solved via advanced part
replacement. Your dealer (btotech.com) should
always be your first point of contact. Advanced
replacement is the customers option. Advanced
replacement means we send you the replacement part first
then you send back the broken part. A refundable
deposit for advanced replacement is required to ensure
the return of the broken part. Advanced replacement
covers round trip shipping as long as the part is
under warranty. A standard replacement is also an
option.
Dead Pixel Policy:
Btotech.com will offer the
manufacturers dead pixel policy.
Please read the manufacturers dead pixel policy.
We do scan the screen to make sure it does not qualify for
replacement criteria free of charge. Dead pixels on a
new laptop are rare, if they do occur it is usually one. Purchasing a pixel guarantee simply means the laptop
will ship with none dead or sub pixels and remain so for
the duration of the standard or extended warranty. Dead pixels are
commonly accepted in this industry. Dead pixels on hi
resolution screens are almost impossible to notice unless
you are looking for them. We offer optional paid policy
which protect the laptop against dead pixels. D.P.G.
(dead pixel gurantee) which protects only against dead/sub pixels.
Onsite Warranty:
We have never offered this service. Just like
a dead pixel policy it is usually a waste of money for the
customer and a great way for the vendor to make extra
margin. If a problem cannot be resolved with your laptop by
phone or via advanced part replacement of course the laptop
needs to be sent back. In this case we cover round trip
transit. The chances of your laptop having to go back for
repair are slim. This does not mean that we will not make
every attempt to ease the hardship of having a broken laptop
repaired. We offer advanced extended/optional services such as
Extended Standard Warranty 1,2 or 3 more years, Accidental
Damage protection, Overnight Clone Replacement, and Overnight
shipping cover in the configuration page.
Data recovery and liability:
Make timely backups. Never keep
your backup data on a floppy or any other device with
volatile memory. Hard drives are the best back-up solution
though common knowledge states that if it rotates, moves,
breathes or walks then it will not last forever. You are
responsible for your own data. We are only responsible to
replace your faulty component. In the case that an entire
machine needs to be sent in for service we will back up your
data free of charge at your request if the drive needs to be
"cleaned". If your drive fails we can still recover your
data. This service is free however shipping is the
customers responsibility if you elect to only send back the
drive. In the case your data is not recoverable
advanced recovery service are available for a fee.
Software Support:
Our policy is that if you didn't buy it from us we will
not provide help for it. Even though this is our policy we
always bend the rules to help our customers even those who
used their own software. If you are a novice user please
buy Windows from us to have the "real" disk when you need
it. By buying software from us you are investing money in
to problem-free operation.
Packaging:
Please do not throw away the original packaging that arrives
with your machine. Laptop returns must be properly
packaged. Pack the laptop in a corrugated box with
sufficient cushioning on each side. Pack the first box in
another corrugated box with more cushioning on each side.
These are standard packaging guidelines required by all
carriers for insurance claims. All return laptop's must be
insured. Delivery confirmation with signature is not
required. All returns must be shipped via traceable carrier
(UPS). We will send a will call driver with a shipping
label upon request.
Overclocking & disassembly:
Overclocking
Voids your warranty.
Your hard drive will be inspected for banned over clocking
utilities if such tampering is suspected. Customers are allowed to remove and
service parts of the laptop. These parts include the
hard drive, memory, optical drive, wireless card and with
written consent the cpu. Any other alterations will
void your warranty. Application of thermal paste to
any part of the laptop will void your warranty.
Spilling liquid or damaging the laptop physically voids your
warranty. If
you do not know how to care for your laptop please purchase
optional damage protection warranty.
Limitations:
We reserve the right to change
original name brands for others if the original is no longer
available. That may include changing the brand of the
whole laptop. In the event that we can no longer
service the original laptop we will replace it for another
laptop in the same size and form of same or greater
performance and greater value. We will not replace
your original laptop for a cheaper slower laptop. We
will make every effort to replace parts of your original
laptop however if these parts are not available we reserve
the right to replace with a different brand of same or
usually higher value in better condition. In the event
we can not service your original laptop we will usually
substitute for an equivalent in a newer model and chipset.
Color may vary. We may not be able to match the
original color however will try if exists. We will
make every effort possible to salvage the date and programs
on your laptop always. |