Optical Storage - Warranty Repair / Return Procedure
How to Obtain Limited Warranty Service
Eligible customers seeking services for Fujitsu Storage Products covered under this Limited Warranty must first obtain a Return Material Authorization Number ("RMA"), which is available by applying online or calling Customer Service at 800-626-4686, Option 3.
The customer acknowledges that any product sent to FCPA that is not covered by the Limited Warranty may be returned by collect freight.
Certain Fujitsu Storage Products are supplied with a Product Manual, which contains information on unpacking, setup, installation, operation and maintenance. Careful reading of the manual will answer most of the technical questions the customer might have regarding the product. However, should additional technical assistance be required, please call:
FCPA's Technical Assistance Center ("TAC")
800-626-4686, Option 2
TAC is available Monday-Friday (excluding holidays) 5 a.m. to 5 p.m. PST, unless otherwise indicated at http://us.fujitsu.com/mo/contact/. Before placing the call, please have readily available the Fujitsu Storage Product model number, part number, serial number and proof of purchase, as well as a description of the problem experienced.
TAC personnel will assist the customer and working together try to correct the problem over the phone. To facilitate this, the purchaser may be asked to run some simple, self-diagnostic tests and report the resulting status and error code messages. This will assist TAC in determining if the problem is in the Fujitsu Storage Product or the customer's system, equipment, or instrument on which it is being used and if the problem can be resolved over the phone.
If TAC determines the storage product is defective and the drive is covered under the Limited Warranty, a service request will be initiated, an RMA number will be assigned, and repair or replacement procedures will follow. This number should be kept in case the status of the replacement product needs to be checked. The customer will be asked for the address where the replacement product is to be shipped and, if required, will also be faxed or emailed packing and shipping instructions for return of the malfunctioning product.
Packaging and Shipping Guidelines
Customer must ship all warranty returns in careful compliance with the Packaging and Shipping Guidelines. Failure to do so may void the Fujitsu Storage Product's warranty. FCPA advises the customer to keep the original box and packing materials for storing or shipping. The customer must return only the Fujitsu Storage Product. Prior to shipment, the customer must remove and retain all "add-on" items, (i.e. adapters, brackets, cables, software, manuals, etc.). FCPA does not accept responsibility for these items and they will not be returned with the repaired or replacement Fujitsu Storage Product.
All products should be returned to FCPA in the original shipping container, or an authorized packaging box for the units being returned. The preferred method for hard drives is the use of foam inserts to enclose the disk drive completely on all surfaces (2-in. foam/surface). Each individual item must be placed in its own anti-static bag. When the original container is not available, a corrugated container with a minimum bursting rating of 200 PSI must be used. Ratings are generally located on the bottom of containers. If foam inserts are not available, do NOT use "peanut" packaging filler material, as this will not support and stabilize the drive during transit and will void the warranty. When the original packaging is not available, contact FCPA's Technical Assistance Center ("TAC") at 800-626-4686, Option 2 for part numbers and replacement packaging ordering information.
FCPA is not responsible for product lost during shipment. All products being returned for Limited Warranty repair or replacement must be sent freight prepaid. Each box must reference the following information: Customer/Contact Name · Return Address · Phone Number · RMA Number (issued by an authorized FCPA source). The RMA number must be written on the outside of the shipping container for identification purposes. Shipments not properly identified will be refused.
FCPA may revise these guidelines from time to time. Customer may obtain current guidelines online at http://us.fujitsu.com/mo/warranty/ or by calling 800-626-4686, Option 3.
Customer Responsibility
BY REQUESTING SERVICE, THE ELIGIBLE CUSTOMER ACKNOWLEDGES THE TERMS OF THE LIMITED WARRANTY, INCLUDING THE DISCLAIMER AND LIMITATION OF LIABILITY PROVISIONS. PRIOR TO SEEKING SERVICE, THE END USER MUST BACK-UP ANY DATA OR FILES THAT MAY BECOME DAMAGED OR LOST. FCPA IS, WITHOUT LIMITATION, NOT RESPONSIBLE FOR LOST OR DAMAGED DATA OR FILES.
Disclaimer
FCPA RESERVES THE RIGHT TO CHANGE AT ANY TIME AND WITHOUT PRIOR NOTICE ANY OF ITS SERVICE PROGRAMS OR SERVICE METHODS.
