Warranty Statement

QED Advanced Systems Warranty Statement (Hardware Only) Version 7 - 14/07/2017

Standard Warranty

Length of Warranty        QED Advanced Systems (QEDAS) publish a warranty period for each product on the “Price List” applicable at the time of quotation.  The warranty period for each product begins on the date of shipment to the customer. If the buyer requests delay in shipment of the product for any reason, the warranty period will be deemed to have commenced at the date of availability for original shipment.  Standard warranty periods are:

Three-year return to QED or regional distributor (RTB) for all Qubi devices and Aura Roomscreens. One-year RTB for all other room screens. Any device which fails within 60 days of original delivery date will qualify for a free of charge advance replacement (subject to subsequently returning the faulty unit back to QED or regional distributor). The purchaser is responsible for all costs related to the shipping of goods back to QEDAS, distributor or local reseller. Any extended warranty terms will be detailed on individual quotations and invoices.

Warranty Cover              QEDAS makes the following limited warranties during the warranty period:  (a) the products will function properly under normal use; (b) the products will be free from defects in materials or workmanship; (c) the products will conform to the published specifications; and (d) the products will conform to any additional specifications agreed to in writing by the parties.

Responsibilities of QED Advanced Systems          QEDAS will repair or replace any product that does not meet the limited warranty. QEDAS may issue a credit as an alternative to repairing or replacing the product.  The decision to repair, replace or issue a credit is at QEDAS’s discretion.  Repair, replacement or credit is the purchaser’s sole remedy for any product that does not meet the limited warranty.  If QEDAS is unable to repair or replace the product, or provide credit, or if the limited warranty is found to have failed in its essential purpose, the buyer’s exclusive remedy and QEDAS’s sole liability in contract, tort or otherwise is the payment by QEDAS of actual damages in an amount not to exceed the amount paid for the product. QEDAS will be responsible for shipping costs when returning repaired or replacement products. The turnaround time for RTB warranty replacements is not guaranteed but is normally within 30 days.

Transferability  The limited warranty extends only to the buyer and may not be assigned or transferred without QEDAS’s consent.

What QED Advanced Systems is Not Responsible For     This limited warranty statement states the sole liability of QEDAS arising out of the performance of the products.  QEDAS makes no other representations or warranties, express or implied, or arising from a course of performance, dealing, or trade with respect to the products or any services furnished.  QEDAS disclaims all implied warranties, including any implied warranty of merchantability, and any implied warranty of fitness for a particular purpose.  The provisions of the preceding limited warranty and warranty disclaimers are reflected in the product prices. QEDAS may modify this warranty at any time; however, the modified warranty will only apply to products purchased after the effective date of the modification.  This limited warranty is void if the failure of a product is in QEDAS’s opinion caused by accident, abuse, unauthorised repair, modification or misuse. LED backlights on room-screens may degrade over a period and degradation of brightness is excluded after the first year of warranty cover.

Standard Warranty Terms

QED UK Office Hours are 0900 – 1700 (UK Time) Monday to Friday, excluding Public Holidays.

Support Information required is;

Customer, Site, Customer Contact, Phone Number and Email Address, Hardware Item Affected (if applicable), Serial number (if available), Problem Details + Screen Shots if relevant.

 

Reporting faulty equipment in the first 60 days:

A) Contact QEDAS or local Reseller to request an RMA (Return Merchandise Authorization). We will provide a RMA#, and details on the Overnight replacement.

B) Product should be packaged with original packing materials along with all accessories that originally came with the unit. QEDAS will provide a ticket number to the customer for the RMA to be shipped back.

C) QEDAS or its distribution partner will ship replacement equipment for overnight delivery at no cost to customer. This warranty is limited to UK/EU/USA and Canada (Excluding Alaska and Hawaii).

D) Customers must then return RMA equipment back to QEDAS or local reseller within 10 days, at their own cost. Failure to do so will result in the customer being charged the full RRP of the replacement equipment.

 

Standard Warranty SLA

Priority 1 – System-wide failure – 4 business hour response to partner or customer via email, phone or remote connection

Priority 2 – Single screen or unit failure – 8 business hour response to partner or customer via email, phone or remote connection

Priority 3 – Feature not working, system bug, configuration or “How To” advice – 16 business hour response to partner or customer via email, phone or remote connection

Priority 4 – General requests i.e. new feature – no guaranteed response

 

Optional, Extended Warranty Terms

Warranty Plus

In the event of an issue not being fixable with remote support, QEDAS will courier ship an advance replacement unit to site for the customer to install. Shipment will be made within 1 business day (GMT) from determining that the product is not fixable by remote support and will be shipped to arrive in accordance with the delivery times detailed below. At QEDAS’s discretion and on instruction the failing product should be packaged up by the customer, in suitably protective packaging and returned to the original point of dispatch at the earliest opportunity (max 10 days). The failing product will be repaired in the workshop and at QEDAS’s discretion either returned to the customer to be swapped back or will remain property of QEDAS. Should the faulty products not be returned to QED we reserve the right to invoice for the replacement goods at the current RRP.

All parts, labour and shipping costs for replacements are included. All other cover limitations will be as the standard warranty cover (see above). Warranty Plus is available worldwide on application to QEDAS or local resellers.

On-Site Swap Out

In the event of an issue not fixable with remote support QEDAS will arrange for an on-site visit by a QEDAS engineer to investigate the problem and either fix or replace the failing product. The on-site response time will vary according to geographic location but will be agreed prior to the service going live.

All parts, labour and travel expenses are included. All other cover limitations will be as the limited warranty cover apply (see above). On Site Swap Out is limited to the UK mainland only.

Cost – Please ask for a quotation (dependent on location)

 

Extended Warranty Terms:

QED UK Office Hours are 0900 – 1700 GMT Monday to Friday, excluding Public Holidays.

Support Information required is;

Customer, Site, Customer Contact, Phone Number and Email Address, Hardware Item Affected (if applicable), Serial number (if available), Problem Details + Screen Shots if relevant.
Warranty Plus SLA’s

Priority 1 – System-wide failure – 4 business hour response to partner or customer via email, phone or remote connection

Priority 2 – Single screen or unit failure – 8 business hour response to partner or customer via email, phone or remote connection

Priority 3 – Feature not working, system bug, configuration or “How To” advice – 16 business hour response to partner or customer via email, phone or remote connection

Priority 4 – General requests i.e. new feature – no guaranteed response

NB: These response times refer to customers that are covered under current software support or individual hardware support contracts as agreed with the QED Advanced Systems or it’s Partners at time of sale or as annually renewed.

Download a PDF of our Warranty statement here.

 

Estimated Delivery Times (from despatch)

UK, EU & USA Next day
Canada Next day
Latin America 1 – 2 days
Asia 2 days
Middle East – India 2 days
Africa – Oceania 2 – 4 days

Testimonials

Thank you all for your assistance in this matter.....it is such a pleasure to work with a company as responsive and proactive as yourselves.

Major Global Healthcare Organisation

It was a great experience, I found it a very good product and powerful support for installation and customization

Impianti Tecnologici - Italy

You guys rock - thanks.

GBBN Architects, Inc. - USA

It has been pleasure working with you and I have to thank you for your superior support

Merja Nurminen - Outotec - Finland

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