RETURNS & WARRANTY INFORMATION
1. Purpose
Pyramid Technologies Inc. has established the following guidelines to provide our customers with the best support and shortest turnaround time possible.
2. Warranty
2.1 Warranty Period
Standard products manufactured by Pyramid Technologies Inc. are covered by a 1, 2, or 3-year global warranty (dependant on model) from the original manufacturing date (Please see your product manual for warranty period).
2.2 Repairs under Warranty
It is possible to obtain a replacement (Cross-Shipment) during the first 30 days of the purchase if the products are purchased directly from Pyramid Technologies Inc. and the product is DOA (Dead-on-Arrival). The Cross-Shipment agreement signed by customers is required for initiating/releasing cross shipment with Pyramid Technologies Inc. confirmation and verification.
The only conditions for Cross-Shipment are:
The return must not be damaged, altered, or marked.
All parts and accessories must be included as originally shipped; and
Proof of purchase must be included.
Any returns that do not meet mentioned requirements above, or any wrong user settings/configurations, will be denied or subject to additional handling/service charges as determined by the Pyramid Technologies Inc.’ Repair Service Department. For those products, which are not DOA, the return fee to the Pyramid Technologies Inc.’ repair facility will be at the customer’s expense. The shipping fee for reconstructive products from Pyramid Technologies Inc. back to the customer's site will be at Pyramid Technologies Inc.’ expense.
2.3 Exclusions from Warranty
The product is excluded from warranty if:
The product has been found to be defective after expiry of the warranty period.
Product or part identification labels have been altered or removed.
The product has been misused, abused, or subjected to unauthorized disassembly/modification, improperly maintained by the customer, or failure caused which Pyramid Technologies Inc. is not responsible whether by accident or other cause. Pyramid Technologies Inc. will determine such conditions at its sole unfettered discretion.
The product is damaged beyond repair due to a natural disaster such as a lightning strike, flood, earthquake, etc.
Product updates/upgrades and tests are requested by customers who are without a warranty.
3. Repair Process
3.1 Obtaining an RMA Number
All returns from customers must be authorized with a Pyramid Technologies Inc.’ RMA (Return Merchandise Authorization) number. Any returns of defective units or parts without valid RMA numbers will not be accepted; they will be returned to the customer at the customer’s cost without prior notice.
An RMA number is only an authorization for returning a product; it is not an approval for repair or replacement. When requesting an RMA number, please access Pyramid Technologies Inc.’ RMA web page and download the RMA Authorization form. You may email the form to the Pyramid Service Department. Please Include a copy of the form in your shipment.
You must fill out basic product and customer information and describe the problem or problems encountered in detail in the “Problem Description” section. Vague entries such as “does not work” and “failure” are not acceptable.
If you are uncertain about the cause of the problem, please contact Pyramid Technologies Inc.’ Customer Service Department. They may be able to find a solution that does not require sending the product for repair.
3.2 Returning the Product for Repair
It is recommended to send units without accessories (manuals, cables, etc.). Remove any unnecessary components from the packaging, If you send all these parts back (because you believe they may be part of the problem), please note clearly that they are included. Otherwise, Pyramid Technologies Inc. is not responsible for any items not listed. Make sure the “Return Material Authorization” form is enclosed.
All products must be returned properly packed. Pyramid Technologies Inc. reserves the right to return un-repaired items at the customer’s cost if inappropriately packed.
Should DOA cases fail, Pyramid Technologies Inc. will take full responsibility for the product and transportation charges. If the items are not DOA, but fail within warranty, the sender will bear the freight charges. For out-of-warranty cases, customers must cover the cost and take care of both outward and inward transportation.
3.3 Service Charges
Pyramid Technologies Inc. will charge for repairing products if:
The product is repaired after expiry of the warranty period.
The product is tested or calibrated after expiry of the warranty period, and a No Problem Found (NPF) result is obtained.
The product, though repaired within the warranty period, has been misused, abused, or subjected to unauthorized disassembly/modification, improperly maintained by the customer, or failure caused which Pyramid Technologies Inc. is not responsible whether by accident or other cause. Such conditions will be determined by Pyramid Technologies Inc. at its sole unfettered discretion.
The product is damaged beyond repair due to a natural disaster such as a lightning strike, flood, earthquake, etc.
Product updates/upgrades and tests are requested by customers who are without a warranty.
If a product has been repaired by Pyramid Technologies Inc., and within three months after such a repair the product requires another repair for the same problem, Pyramid Technologies Inc. will do this repair free of charge. However, such free repairs do not apply to products which have been misused, abused, or subjected to unauthorized disassembly/modification, improperly maintained by the customer, or failure caused by which Pyramid Technologies Inc. is not responsible whether by accident or other cause.
For all out-of-warranty repairs, we will send you a pro forma invoice (Quote) with the repair charges. When you remit the funds, please reference the RMA number listed at the top of the quote. Pyramid Technologies Inc. reserves the right to deny repair services to customers that do not return the DOA unit or sign the Quote. Meanwhile, Pyramid Technologies Inc. will scrap defective products without prior notice if customers do not return the signed Quote within 3 months.
3.4 Repair Service for Phased-out Products
Pyramid Technologies Inc. offers a continuous repair service for one more warranty period after the date of announcement of the product phase-out. Product upgrades (no upgrade charge, inherit the warranty of old product) or partial credit (depends on remaining warranty) will be taken into consideration if an unexpected situation happens, and Pyramid Technologies Inc. cannot fix the defective unit within warranty.
3.5 Custody of Products Submitted for Repair
Pyramid Technologies Inc. will retain custody of a product submitted for repair for 90 Days while it is waiting for return of a signed Quote. If the customer fails to respond within such a period, Pyramid Technologies Inc. will close the case automatically. Pyramid Technologies Inc. will take reasonable measures to stay in proper contact with the customer during this 90 Day period.
3.7 Shipping Back to Customer
The forwarding company for RMA returns from Pyramid Technologies Inc. to the customer and is selected by Pyramid Technologies Inc. Per customer requirement, other express services can be adopted, such as UPS, FedEx, etc. The customer must bear the extra costs of such alternative shipment. If you require any special arrangements, please indicate this when shipping the product to us.