Warranty & Repair
WARRANTY
(a) PIKA warrants that all hardware Products supplied, exclusive of software, consumable and expendable materials, are free of defects in material and workmanship and conform substantially to PIKA’s technical specification, description or offer under proper use, operation, maintenance and service during the warranty period listed below for the applicable Product. PIKA will provide the necessary parts and/or labour to repair or replace (at its option) any element of the hardware Products so warranted in which, to PIKA’s reasonable satisfaction, a defect appears within the period of time for the specific PIKA Product noted below from date of shipment, subject to prompt notice being given, and the Products being shipped, carriage paid, to PIKA’s Plant. Such Products will be returned by PIKA, at Purchaser’s risk and cost.
|
|
| Power Supplies and other accessories |
3 months |
| PIKA WARP, Modules and Accessories |
12 months |
| PIKA µWARP |
12 months |
| InLineMM |
36 months |
| DaytonaMM |
36 months |
| PrimeNetMM |
36 months |
| Vengines (for PrimeNetMM and DaytonaMM) |
36 months |
| Digital HMP Boards |
12 months |
| Analog HMP Boards |
12 months |
|
|
(b) PIKA warrants the Software where applicable, in accordance with the PIKA Software License Agreement attached here to as Appendix A.
(c) The foregoing warranties are given by PIKA in lieu of any other warranty, representation or condition, express or implied, including without limitation, any implied warranty of merchantability or fitness for a particular purpose, arising in law or otherwise in respect of the Products supplied under this Agreement.
Note: Warranty period takes effect on the date of shipment of the PIKA card from PIKA Technologies’ office.
The customer is responsible for the cost of shipping the product to PIKA Technologies for repair. This includes the cost of incoming freight charges as well as any applicable customs fees, duty, taxes, brokerage fees and document preparation fees. An approved Return Material Authorization (RMA) number must be indicated on the outside of the box.
For in-warranty product, freight charges for return shipment to the customer will be paid by PIKA Technologies. For out-of-warranty product, freight charges for return shipment will be charged to the customer.
The warranty period on repairs is 90 days from the shipment date of the repaired product to the customer or the remaining warranty period, whichever is longer.
Repair Policy
All products returned to PIKA Technologies, for any reason, must follow the RMA procedure.
Prior to returning a product for repair, the customer must first contact PIKA Technologies’ Customer Care department and outline the details of the defect or improper operation. A description of any tests performed, and the associated results, will help to identify the root cause. This approach ensures that the problem could not be addressed remotely thereby requiring the product to be returned to PIKA Technologies’ plant for repair.
For all product returns, an RMA Number must be obtained from a Technical Support Specialist within the Customer Care department.
The following information is required to obtain an RMA Number:
- Serial number of the product to be returned (Note: Multiple cards are given individual RMA numbers);
- Detailed reason for returning the card. (Note: Customers will be charged $50 for a missing or incomplete fault description.)
Customers can contact PIKA Technologies’ Customer Care department, Monday to Friday, from 6:00 a.m. to 5:00 p.m. EST/EDT, by phone at +1-613-591-1555 or email at support@pikatech.com.
Once an RMA number has been assigned, the RMA Number is to be clearly written on the outside of the package (product returned without a valid RMA Number may be refused).
The product(s) are to be properly packaged and shipped pre-paid to the address indicated in the RMA email.
Considerations:
- A card(s) being returned to PIKA Technologies must be properly packaged in order to ensure the card is not damaged during transit. The product should be placed into an anti-static bag and, if possible, in it’s original shipping box. This should then be packaged for shipping in a second box to prevent damage.
- PIKA Technologies is not responsible for any damage that may occur during shipping to its office. Sufficient insurance to cover any such damage is the responsibility of the shipper.
- If PIKA Technologies is to return the product to an address other than the original shipment address, the new address must be included in the box with the product.
- Only the original purchaser can return cards for repair under the warranty provided by PIKA Technologies.
- Unfortunately, we cannot accept RMA shipments via UPS Ground. Such shipments will be refused and returned.
Repair Pricing
Pricing to repair in-warranty and out-of-warranty PIKA products depends on the scenario. Should the customer require further information and pricing on repairs and upgrades, not covered in this document, the customer is invited to contact a Technical Support Specialist within PIKA Technologies’ Customer Care department at 613-591-1555, extension 216, or support@pikatech.com.
Advance Replacement
If the product is dead-on-arrival (DOA) we can, upon request, Advance Replace the card without charge to the customer. A DOA is defined as a product failure that has occurred within 30 days of PIKA Technologies’ shipping date. If PIKA does not receive the replaced product(s) within 30 days of the replacement(s) being sent, the customer will receive an invoice for the new product(s).
In-Warranty PIKA Cards
Repair Pricing for In-Warranty PIKA Cards
|
Scenario
|
Repair Fees (US$)
|
| Advance Replacement (regardless of whether the item is repairable or not) |
$250 advance replacement fee |
| Missing or Incomplete Fault Description (regardless of whether the item is repairable or not) |
$50 incomplete |
|
Card is Repairable
|
| Fault Found |
No charge |
| No Fault Found |
$150 no fault found fee |
| Void Warranty |
Refer to “Chart 4: Flat Fee Pricing” |
|
Card is Not Repairable
|
| Fault Found (no advance replacement) |
No charge; item is replaced |
| Fault Found (advance replacement) |
No charge; Customer has the new item |
| Void Warranty (no advance replacement) |
$125 diagnostic fee; item is not replaced |
| Void Warranty (advance replacement) |
Customer has the replacement item; Customer is charged their standard retail price for the advance replacement item |
Notes: It is the responsibility of the customer to cover the cost of shipping an RMA product to PIKA Technologies. Return shipment of a repairable item will be paid by PIKA Technologies for an in-warranty product. Return shipment of a repairable item will be paid by the customer for an in-warranty no fault found product.
Out-of -Warranty Cards
Repair Pricing for Out-of-Warranty PIKA Cards
|
Scenario
|
Repair Fees (US$)
|
| Missing or Incomplete Fault Description (regardless of whether the card is repairable or not) |
$50 incomplete fault description fee |
|
Product is Repairable
|
| Fault Found |
Refer to Flat Fee Pricing |
| No Fault Found |
Refer to Flat Fee Pricing |
|
Product is Not Repairable
|
|
| $125 diagnostic fee; Card is not replaced; Customer must purchase new card |
Notes: It is the responsibility of the customer to cover the cost of shipping an RMA product to PIKA Technologies. Return Shipment and brokerage charges for an out-of-warranty repairable card will be charged to the customer.
Flat Fee Pricing
Pika no longer provides flat fee pricing for the repair of out of warranty product. Instead customer wishing for out-of-warranty repairs will be required to send in the defective product to a Pika repair center. The board will still require a RMA authorization number. Once the board is received, Pika will analyze the necessary repair(s) and quote a repair fee. This fee will be based on the product and type of the necessary repairs. The customer will then have the option to proceed with the repairs or not. If the customer decides to forego repairs of a board or the board is deemed unrepairable a standard $125USD processing fee will apply per product.
Repair Services Pricing
The following chart indicates PIKA Technologies’ pricing for repair services
|
Repair Services
|
Repair Fees (US$)
|
| Incomplete Fault Description |
$50 |
| No Fault Found |
$150 |
| Diagnostic Fee |
$125 |
| Advance Replacement |
$250 |
| Standard Retail |
Price of new card |
Repair Time
Time:
PIKA Technologies will endeavor to return a product sent for repair to the customer within fifteen (15) calendar days of receipt of the repairable product.
Warranty:
The warranty period on repairs is 90 days from the shipment date of the repaired product to the customer or the balance of the existing warranty period, whichever is longer.
