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Mendax Warranty / Returns / Restrictions

All warranties mentioned on this page apply to all Mendax Manufactured Products only.

- Limited Warranty for Mendax Manufactured Products
- Extent of Limited Warranty
- Warranty Limitations and Exclusions
- Limitations of Liability
- 30-day Satisfaction Guarantee
- “Out of the box” Guarantee
- Product Restrictions

- How to obtain Warranty Service
- Support (Technical and Parts replacement)
- Advanced Warranty Replacement (AWR)

- List of Mendax Microsystems’ manufactured products A.K.A. PRODUCT or PRODUCTS


- Warranty and Returns on all other parts or units


Limited Warranty for Mendax Manufactured Products
Mendax Microsystems Inc. warrants that the Product as defined in the “List of Mendax Microsystems’ manufactured products” to be delivered hereunder, if properly used and installed, will be free from defects in material and workmanship and will substantially conform to Mendax’s publicly available specifications for a period of three years (two years for desktops computers) after the date the product was purchased from an authorized Mendax reseller or from the Mendax.com website. This limited warranty does not apply to issues or defects arising from the use of components not validated by Mendax Microsystems for that product. A listing of Mendax-validated components is available on each product configuration page. Software of any kind delivered with or as part of products is expressly provided “as is” unless specifically provided for otherwise in any software license accompanying the software. If any product furnished by Mendax which is the subject of this Limited Warranty fails during the warranty period for reasons covered by this Limited Warranty, Mendax, at its option, will:

REPAIR the product by means of hardware and/or software; OR
REPLACE the product with another product, OR, if Mendax is unable to repair or replace the product,
REFUND the then-current value of the product.

If such product is defective, transportation charges for the return of product to buyer within the USA and CANADA will be paid by Mendax Microsystems Inc. For all other locations, the warranty excludes all costs of shipping, customs clearance and other related charges. Mendax will have a reasonable time to make repairs or to replace the product or to refund the then-current value of the product. In no event will Mendax be liable for any other costs associated with the replacement or repair of the product, including labor, installation or other costs incurred by the buyer, and in particular, any costs relating to the removal or replacement of any product.

THIS LIMITED WARRANTY, AND ANY IMPLIED WARRANTIES THAT MAY EXIST UNDER STATE/PROVINCE LAW, APPLY ONLY TO THE ORIGINAL PURCHASER OF THE PRODUCT.


Extent of Limited Warranty
Mendax does not warrant that products to be delivered hereunder, whether delivered stand-alone or integrated with other products, will be free from design defects or errors known as “errata.” Current characterized errata are available upon request. This limited warranty does not cover damages due to external causes, including accident, problems with electrical power, usage not in accordance with product instructions, misuse, neglect, alteration, repair, improper installation, or improper testing.


Warranty Limitations and Exclusions
These warranties replace all other warranties, expressed or implied including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. Mendax makes no expressed warranties beyond those stated here. Mendax disclaims all other warranties, expressed or implied including, without limitation, implied warranties of merchantability and fitness for a particular purpose. Some jurisdictions do not allow the exclusion of implied warranties so this limitation may not apply. Warranty service is limited to customers whose account is in good standing order. All expressed and implied warranties are limited in duration to the limited warranty period. No warranties apply after that period. Some jurisdictions do not allow limitations on how long an implied warranty lasts, so this limitation may not apply to you.


Limitations of Liability
Mendax’s responsibility under this, or any other warranty, implied or expressed, is limited to repair, replacement or refund, as set forth above. These remedies are the sole and exclusive remedies for any breach of warranty. Mendax is not responsible for direct, special, incidental, or consequential damages resulting from any breach of warranty under another legal theory including, but not limited to, lost profits, downtime, goodwill, damage to or replacement of equipment and property, and any costs of recovering, reprogramming, or reproducing any program or data stored in or used with a system containing this product. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitations or exclusions may not apply to you. This limited warranty gives you specific legal rights, and you may also have other rights that vary from jurisdiction to jurisdiction. Any and all disputes arising under or related to this limited warranty shall be adjudicated in the following forums and governed by the following laws: for the United States of America, Canada, North America and South America the forum shall be Plattsburgh, New York, USA and the applicable law shall be that of the state of New York, USA; for the Asia Pacific region, the forum shall be Singapore and the applicable law shall be that of Singapore; for Europe and the rest of the world, the forum shall be London and the applicable law shall be that of the United Kingdom. In the event of any conflict between the English language version and any other translated version(s) of this limited warranty, the English language version shall control.


30-day Satisfaction Guarantee
All Mendax Products carry a thirty day satisfaction guarantee. This guarantee is only available to single product of any model at one time and not to multiple products. This guarantee has been put in place to allow Mendax customers to evaluate Mendax manufactured products with peace of mind. All products that are not deemed satisfactory to the client can be returned to Mendax Microsystems for a full refund within 30 (thirty) days from the date of delivery. The client will still be responsible to pay any shipping or customs charges for both ship to and ship back. Mendax will only refund, credit the client once Mendax has received the product and has inspected it. All products that have been modified or altered without a consent form from Mendax will be returned to the client at their expense and no refund / credit will be made. Operating Systems cannot be returned.


“Out of the box” Guarantee
Mendax Microsystems Inc. ensures that all products prior to delivery will be tested and checked for any defects and proper functionality. Mendax ensures that all related documents, drivers, cables as listed in the “What’s in the box” section of each product will be included in your package at delivery time. If we do not deliver on this promise, we will credit your account per instance $25.00USD to be used towards your next purchase and a maximum of $25.00USD per product and $250.00USD per order.


Product Restrictions
Certain brands carry restrictions and can only be sold in a specific manner such as:
- Microsoft OEM products can only be sold with a qualifying hardware.
- Cisco branded products can only be sold to the End Users (end user information will be required)


How to Obtain Warranty Service
To obtain warranty service for this Product, you may contact Mendax or your authorized reseller. Please be prepared to provide: (1) your name, address, and telephone numbers; (2) model name and serial number of the product; (3) an explanation of the problem.

[Note: The Customer Service Representative may need additional information from you depending on the nature of the problem.]

In North America: To request warranty service from Mendax, call Mendax at 1-800-963-9329 during the warranty period during normal business hours (Eastern Time), excluding holidays.

In all other countries: To request warranty service from Mendax, call Mendax at 1-514-392-9111 during the warranty period during normal business hours (Eastern Time), excluding holidays.

Any replacement Product is warranted under this written warranty and is subject to the same limitations and exclusions for the remainder of the original warranty period.


Support (Technical and Parts replacement)
Mendax Microsystems Inc. offers three levels of customer support for all Mendax manufactured products.

Standard Level Support: Mendax standard level support is included with every Mendax product at no extra cost. It includes telephone / email technical support for the time of the warranty period. If the customer has enrolled in the Mendax AWR (Advanced Warranty Replacement) program, part replacement is usually sent to the client within 1 – 3 days; otherwise SWR (Standard Warranty Replacement) method is used for part replacement. This support covers issues regarding Mendax hardware.   It does not cover any issues regarding 3rd party software such as Microsoft Windows Server 2003, Red hat… The standard level support give clients access to our 24/7 support line.  The maximum response time is immediate to 1-hour.  Standard level support is available to all customers 24 hours per day / 7 days a week including holidays.  Mendax standard support is valid worldwide.  Mendax standard level support is listed on our product pages as “24/7 Support, Next day – 3 days Parts Replacement”    

Bronze Level Support:  Mendax bronze level support is offered at an additional cost with all Mendax manufactured products. It allows the customer to benefit from onsite service which includes parts replacement and labor for the time of the warranty period. The customer is automatically enrolled in the Mendax AWR (Advanced Warranty Replacement) program. This support covers issues regarding Mendax hardware.   It does not cover any issues regarding 3rd party software such as Microsoft Windows Server 2003, Red hat… The bronze level support give clients access to our 24/7 support line.  The maximum response time is immediate to 1-hour.  Bronze level support is available to all customers 24 hours per day / 7 days a week including holidays.  Onsite response is guaranteed at “Next Business Day”.  Onsite response is dependent on geographical area – it covers most major cities. Mendax bronze support is only valid for the United States and Canada.  Mendax bronze level support is listed on our product pages as “24/7 Support, Next day Onsite Service + Parts Replacement”    

Gold Level Support: Mendax gold level support is offered at an additional cost to most of Mendax manufactured products. It allows the customer to benefit from onsite service which includes parts replacement and labor for the time of the warranty period. The customer is automatically enrolled in the Mendax AWR (Advanced Warranty Replacement) program. This support covers issues regarding Mendax hardware only. It does not cover any issues regarding 3rd party software such as Microsoft Windows Server 2003, Red hat… The gold level support give clients access to our 24/7 support line. The maximum response time is immediate to 1-hour. Gold level support is available to all customers 24 hours per day / 7 days a week including holidays. Onsite response is guaranteed at 4 hours operating between 7:30AM and 11:00PM from the time of the request. Onsite response is dependent on geographical area – it covers most major cities. Mendax gold support is only valid for the United States and Canada. Mendax gold level support is listed on our product pages as “24/7 Support, 4 Hours Onsite Service + Parts Replacement”    


Advanced Warranty Replacement (AWR)
AWR is an industry-leading warranty replacement service that is offered to eligible clients of Mendax Microsystems Inc. AWR covers Mendax Products (limits apply) purchased from Mendax authorized resellers or directly from Mendax.com. AWR allows Mendax to immediately ship replacement Products or parts to eligible clients before they return the Product or part for warranty service. Clients get authorization for replacement Products or parts by Mendax technical support.

Advanced Warranty Replacement is an incremental benefit extended to Mendax Microsystems’ clients. AWR program is subject to restrictions. Limits: AWR for new (client less than 1 year) Mendax Clients is limited to 1 Product or spare part per order and a maximum of 2 total outstanding Products or spare parts. AWR for existing (client more than 1year) Mendax Clients is limited to 4 Products or spare parts per order and a maximum of 8 total outstanding Products or spare parts. Different limits may apply in some geography. Limits are applied to ensure the benefit is available to all eligible Mendax clients and avoid Product or part shortage. Standard Warranty Replacement (SWR) is recommended for clients that need replacement for more than the allowed limits or for non-mission-critical situations. Neither Advanced Warranty Replacement nor Standard Warranty Replacement change the terms of Mendax’s limited product warranty. Mendax reserve the right to add to and/or change the AWR terms and conditions at any time. Further, Mendax reserves the right to deny AWR support for any request that does not meet the AWR requirements, to clients whose account is not in good standing and may discontinue the AWR service with prior notice to participants. No fault found: In the event that no fault is found in a returned product, Mendax will charge the customer for all shipping charges related to the AWR. Returns: Defective AWR products must be returned to Mendax within 15 days of the time the client receives the replacement product or part. Failure to return the product or spare part on time will result in a charge on your account of the actual cost of the product or spare part. Products received after 15 days and before 30 days of the date which the client has received the replacement product or spare part will be credited to the client less 15% (fifteen percent) administrative charge. All products or spare parts received after 30 days of the date which the client has received the replacement product or spare part will be refused and returned to the client.


Clients are not automatically enrolled in the Mendax AWR program unless an additional support package is purchased. Applying to the AWR only take a few minutes and can save you hours and even days. Please take the time to enroll in the Mendax AWR program right now rather than to leave it on a day that where you will need to make use of this program. It is FREE to all Mendax clients – Click here to apply now!


List of Mendax Microsystems’ manufactured products A.K.A. PRODUCT or PRODUCTS
An updated list of Mendax manufactured products can be found at this location: www.mendax.com/mmpl


Warranty and Returns on all other parts or units
All non-Mendax parts or units (desktops, servers…) carry their own manufacturer’s warranty. Mendax will facilitate warranty claims for these parts for the first 20 days after the purchase. All other claims must be made directly with the manufacturer of the part. Mendax will not do an AWR (Advanced Warranty Replacement) on these parts on units. If for any reason the manufacturer of the product does not perform a repair or replacement of the product, Mendax will not be held responsible for the product. Mendax will only return a product to the customer once it has been returned to Mendax. If a product is delayed or never returned to Mendax, Mendax cannot be held responsible for this situation. If you prefer returning the product yourself to the manufacturer or the repair center you may do so by contacting the appropriate party. RETURNS: Return can be made for defective merchandise for an exchange within 20 days after the purchase date. An exchange for a defective item may take up to 3 weeks. Certain exchanges for defective items can only and must be done with the product manufacturer. All merchandise with physical damage such as damages due to external causes, including accident, problems with electrical power, usage not in accordance with product instructions, misuse, neglect, alteration, repair, improper installation, or improper testing may not be returned to Mendax Microsystems Inc. Software or any other licensed item cannot be returned once opened. Returns are permitted within the first 15 days of the purchase date. Returned items must be unopened and sealed. An RMA (Return Merchandise Authorization number) is required for all returns. An RMA number does not guarantee you a credit or a refund. Certain returns require authorization from the manufacturer (example: Toshiba laptops, IBM Parts), without this authorization from the manufacturer, even unopened products will not accepted as returns. All returns are subject to a restocking fee of twenty percent. Returns for credit are reimbursed by check or credit card refund. There is no cash refund. SUPPORT: Support for all non-Mendax products can be obtaining by calling the manufacturer of the item. Their number is usually on their web site.

 

Revised: May 1st 2007

 



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