Support Information And Options
If you find physical defects in the materials or the workmanship used in making the product described in this document, Scannx® will repair, or at its sole option, replace, the product at no charge to you, provided you return it with an pre-approved RMA from Scannx (return postage and shipping costs prepaid by you, with proof of your purchase from the original reseller) during the first 30 days from the date of your original purchase of the product. Returns for credit, subject to Scannx’s sole decision, on Products older than 30 days from date of purchase are subject to a restocking fee of 15% of the total invoice amount, plus wear and tear on the system if it has been used.
Warranty Terms and Conditions include but are not limited to:
Term: The term of this contract commences at date of product purchase and is inclusive of the manufacturer's warranty; it does not replace the manufacturer's warranty, but provides certain additional benefits during the term of the manufacturer's warranty. After the manufacturer's warranty expires, this Service Contract continues to provide the manufacturer's benefits as well as certain additional benefits listed within this Service Contract.
The Scannx Book ScanCenter™ system's Standard Coverage warranties the Hardware against manufacturing defects under depot repair, and includes technical support for hardware and software, and software updates 12 months from the date of purchase. If Scannx Products are not registered by the reseller or end user within 90 days from the date of shipment from the Scannx Configuration Center, the Standard Coverage is voided unless previously agreed to in writing by Scannx.
The customer or reseller may contact Scannx technical support via email at firstname.lastname@example.org. If the Scannx technical support center cannot resolve the problem, an RMA number will be issued to the customer or reseller as authorization and instructions to return the system or defective component back to Scannx, at customer's expense. The Scannx hardware, at Scannx' sole option, may be repaired or replaced with an equivalent reconditioned system at no charge to the customer for parts and labor. Under Depot Repair, Scannx will repair or replace the defective unit within 4 weeks from receipt of hardware and ship it back to the customer via FedEx ground transportation. Scannx pays for the return shipping costs.
The repaired or replaced hardware remains covered under the original term of "Standard Coverage". Damage due to negligence, abuse, or due to shipping are not considered manufacturing defects and are not covered. The Hardware coverage does not include consumable parts such as ADF Pads and Rollers.
The Standard Coverage for software includes product training, installation support, minor version software updates and technical support for the same period as long as no other third-party unauthorized hardware or software has been installed on the Book ScanCenter system. Technical support is open from Monday through Friday, 8am to 5pm, Pacific Time, excluding holidays.
ScannXtra Care Hardware Warranty and Software Assurance Plans
Customers may purchase ScannXtra Care plans to cover their Scannx hardware, software, or both for up to 5 years. The ScannXtra Care plans may be purchased within 90 days from the date of system purchase or the date of expiration of the Standard Coverage, effective retroactively to the purchase date or standard coverage expiration date, respectively. Scannx Cloud Services will generate automatic email notice(s) to both the reseller and end user 90 days prior to the expiration date of Scannx' Standard Coverage. This email will contain information on extending the customer's coverage with ScannXtra Care.
Out of Warranty Policy
If Scannx products are not covered under its Standard Coverage or its ScannXtra Care plans, the Customer may have the Scannx hardware repaired by Scannx under its time and materials policy. Out-of-warranty hardware support will be provided at a cost of $150 for the first hour plus $100 per hour for each additional hour plus materials, pre-paid via credit card. Upon confirmation of the Customer's approved credit card charge for the first hour ($150 non–refundable), Scannx will provide the Customer with an RMA number with instructions to ship the system or hardware component back to Scannx, at the customer's expense. The original $150 fee can be applied to the diagnosis and repair expenses or purchase of a new or reconditioned touchscreen computer or scanner, subject to product availability. Customers will be charged a return shipping & handling fee of $75 per box.
The ScannXtra Care Software Assurance plan may be purchased at any time, effective retroactive to the expiration date of the Scannx' Standard Coverage. If the customer decides not to purchase a ScannXtra Care Software Assurance plan , the customer may prepay via credit card for software technical support (excludes software updates, and upgrades) at a cost of $150 for the first hour plus $100 per hour for each additional hour, pre-paid via credit card in minimum 1 hour increments. Calls taking less than 1 hour will be charged for the full hour.
Advance Exchange Warranty
Should technical support determine that your unit would need an RMA (Return Merchandise Authorization), Advance Exchange Warranty customers are entitled to receive an advance overnight replacement. For the replacement to arrive the Next Business Day, RMA requests must be made before 12pm PST. For this service, a credit card from the customer is used as collateral. The credit card is first charged the list price of the scanner plus shipping. Then a replacement is sent out. A customer may then use the packaging received to return their defective unit and obtain a full credit back to the credit card. The manufacturer will cover the cost of shipping out the replacement. The customer will be responsible for the cost of returning the defective unit. Hardware replacements are provided after prior authorization from one of our technical support agents, and a valid Return Material Authorization (RMA) number is issued. Defective units must be returned within 14 days of the replacement's delivery date in order to receive credit back to the credit card. All packages arriving at our repair center must have a valid RMA number clearly posted outside on the packaging box.
Service Contract Limits of Liability
The total payment(s) for all claims under this Service Contract shall not exceed the original purchase price of the covered product(s), excluding taxes. If Scannx determines that the covered Product(s) is not repairable, Scannx may replace the covered Product with a product of like kind and quality, not to exceed the original purchase price of the covered Product. There placement product will be covered for the remaining period of the Service Contract.
Service Contract Holder's Responsibilities
You must follow the instructions for use in the owner's manual of Your Product. You must have Your Product maintained in accordance with the manufacturer's requirements, as outlined in the owner's manual. Failure to follow the manufacturer's maintenance and service requirements may result in the denial of coverage under this Service Contract. This contract does not cover the cost of data recovery or other consequential or incidental damages.
You may be asked to provide proof of purchase as a condition for receiving service under this Service Contract. YOUR ORIGINAL PURCHASE RECEIPT SHOULD BE KEPT WITH THIS SERVICE CONTRACT IN A SAFE PLACE.
Exclusions – What Is Not Covered
- Normal maintenance, cleaning, or tune-ups
- Cosmetic defects or damage (such as cracked cases and broken hinges) or defects that do not inhibit the proper operation and performance of the covered items
- Repair or replacement covered by any other warranty, service agreement, or insurance policy in effect at the time of the failure
- Repair or replacement due to failure to properly install, operate, maintain, or clean the covered Product in accordance with the local codes and the manufacturer's printed instructions, or from use in any combinations not approved in the manufacturer's specifications, or from any authorized modifications or alterations
- Repair or replacement due to vandalism, riot, or general environmental conditions, including but not limited to rust, corrosion or mold
- Any service request which results in customer education or no problem found
- Conditions which existed prior to Your purchase and delivery of the Product or the Service Contract. Special, indirect, or consequential damages
- Loss or damage caused by accidental or intentional physical damage, spilled liquids, insect infestation, misuse, abuse or service costs or damage caused by unauthorized repair personnel
- Personal items left in the product to be repaired
- Products that are not listed on the Service Contract
- Theft and loss
- Loss or damage to the covered product while in the course of transit, delivery, or redelivery
- Alteration or removal of the serial number
- Damaged caused by disassembly of the Product
- Damage resulting from software virus; improper gas or water connections, or electrical wiring and connections in user environment; user facilitated minor adjustments and settings outlined in the product's owner's manual; external antenna or local reception problems; inaccessible products or parts; negligence
- Failures due to dust, animal or insect damage; acts of God such as fire, water, windstorm, sand, dirt, hail or earthquake; civil disorders; nuclear accident
You may cancel this contract for any reason up to 30 days from date of purchase.
The Book ScanCenter system includes "Standard Coverage" for the first year and offers optional ScannXtra Care Hardware Warranty and Software Assurance Plans for up to 5 years to minimize system downtime, increase the useful life of the system, and eliminate unbudgeted repair expenses.
Scannx's RMA Replacement Product Warranty
If you find physical defects in the materials or the workmanship used in the refurbishment of an RMA product replacement, we will repair, or at our option replace, the product at no charge to you for a period of thirty (30) days from the date the RMA was created, or until the end of your original warranty period (whichever is greater). Contact support at (510)296-5666 for more information on obtaining an RMA.
Scannx's Refurbished Product Warranty
If you find physical defects in the materials or the workmanship used in a product sold as a refurbished unit, we will repair, or at our option replace, the product at no charge to you for a period of 90-days from the date of purchase. Contact support for more information on obtaining an RMA.
Information is subject to change without notice and does not represent a commitment on the part of Scannx. The software described is furnished under a licensing agreement. The software may be used or copied only in accordance with the terms of such an agreement. It is against the law to copy the software on any medium except as specifically allowed in the licensing agreement. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or information storage and retrieval systems, or translated to another language, for any purpose other than the licensee's personal use and as specifically allowed in the licensing agreement, without the express written permission of Scannx.
THIS IS SCANNX'S ONLY WARRANTY AND YOUR EXCLUSIVE REMEDY CONCERNING THE PRODUCT, ALL OTHER REPRESENTATIONS,WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED, WRITTEN OR ORAL, INCLUDING ANY WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, ARE EXPRESSLY EXCLUDED. AS A RESULT, EXCEPT AS SET OUT ABOVE, THE PRODUCT IS SOLD "AS IS" AND YOU ARE ASSUMING THE ENTIRE RISK AS TO THE PRODUCTS SUITABILITY TO YOUR NEEDS, ITS QUALITY AND ITS PERFORMANCE.
IN NO EVENT WILL SCANNX BE LIABLE FOR DIRECT, INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM ANY DEFECT IN THE PRODUCT OR FROM ITS USE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
All exclusions and limitations of this warranty are made only to the extent permitted by applicable law and shall be of no effect to the extent in conflict with the express requirements of applicable law.
The warranty program is designed to get Book ScanCenter back up to speed as quickly as possible, covering telephone troubleshooting, parts and advance-ship replacements. Our Warranty Program offers a great way to predict total costs for support, making budgeting for the year a snap.
Scannx software licenses and support agreements are not transferable on the sale of used Scannx equipment unless purchased directly from Scannx under its terms and conditions, and at its sole option.
For more information on coverage outside of the warranty period, please visit Out-of-Warranty Support.
For more information regarding Scannx customer support policies and programs, please visit Scannx Support Services.