MBUZZ Labs Warranty Terms and Conditions
MBUZZ now offers 3 different types of warranties for MBUZZ Labs builds, providing customers with flexible options to suit their specific needs and usage scenarios. These warranties are designed to enhance customer confidence by ensuring comprehensive protection against potential hardware issues, reducing downtime, and delivering peace of mind. Whether you’re looking for basic coverage or more advanced support, MBUZZ’s warranty options offer tailored solutions that maximize the performance and longevity of your builds, allowing you to focus on your core business without worrying about technical disruptions.
MBUZZ Labs Warranty SLAs
Notes:
- Response Time: Refers to the time taken to initially respond to a service request and begin troubleshooting.
- Remote Resolution Attempt: Specifies the timeframe in which a focused attempt to resolve the issue remotely is made before deciding on further physical intervention.
- Arrangement for Service: This is applicable only for P&R and OSS, where physical intervention is part of the service.
- Repair Completion Time: This denotes the maximum expected time to complete repairs and return the product to the customer or complete the repair on-site, might be extended based on availability of parts
- Update Frequency: The frequency at which the customer will be informed about the status of their repair.
Carry in Parts
Warranty Duration
The warranty coverage for the MBUZZ Labs custom prebuilt PCs, Servers and Workstations is for 3 years from the original purchase date.
Warranty Type
This warranty is a “Carry-in” warranty, which means the customer is responsible for delivering the faulty product to MBUZZ service center or any future designated location for repairs.
Coverage
The warranty covers defects in parts and workmanship under normal usage conditions. The warranty does not cover issues resulting from misuse, accidents, unauthorized modifications, natural disasters, power surges, or any other events beyond the control of the manufacturer.
Limited Hardware Remote Support
As a part of this warranty, the manufacturer will provide limited remote support for hardware-related issues. This support includes troubleshooting assistance, guidance for software configurations related to hardware components, and advice on resolving basic hardware-related queries. This support will be provided via online communication channels (e.g., email, call, remote desktop sharing) during regular business hours. Any software or operating system related queries are not covered under support.
Warranty Exclusions:
The following are not covered under this warranty:
- Software-related issues not directly caused by hardware defects.
- Customer Induced Damage -caused by improper installation, maintenance, or handling.
- Cosmetic damage, scratches, and normal wear and tear.
- Damages resulting from accidents, misuse, abuse, or negligence.
- Components or parts not included in the original MBUZZ Labs configuration.
- Any third-party peripherals, accessories, or additional components not provided by MBUZZ.
- Loss of data, loss of productivity, or other consequential damages.
Warranty Claim Process
- In the event of a hardware issue, the customer must contact MBUZZ’s designated customer support team to initiate support or a warranty claim
- Customer shall provide the proof of purchase and serial numbers upon request
- The manufacturer’s customer support team will provide guidance on initial troubleshooting steps and determine if the issue can be resolved remotely.
- If the issue cannot be resolved remotely, the customer will be provided with instructions on how to deliver the product, or the defective component contained within, to an authorized service center.
- The customer is responsible for packaging the product securely to prevent further damage during transit.
- Upon receipt of the product at the service center, the manufacturer’s technicians will diagnose the issue and perform necessary repairs or replacements.
- Repaired or replaced components will be covered under the remaining warranty period or 90 days, whichever is longer.
Warranty Extension:
Customers can purchase an extended warranty plan for additional coverage beyond the initial 3-year period. Details about extended warranty plans, including collect and return and on-site support, will be provided by MBUZZ upon request.
Limitation of Liability
MBUZZ’s liability under this warranty is limited to repair or replacement of defective parts. In no event shall MBUZZ be liable for any indirect, consequential, or incidental damages arising out of the use or inability to use the product.
Governing Law
These warranty terms and conditions are governed by the laws of the jurisdiction where the product was originally purchased.
Modification of Warranty Terms
MBUZZ reserves the right to modify or amend these warranty terms and conditions at any time, with or without notice, to improve customer experience and service quality.
By purchasing and using the MBUZZ Labs custom prebuilt PC, server or workstation, the customer acknowledges and agrees to these warranty terms and conditions. For any inquiries or warranty claims, please contact our customer support team through the channels provided.
Collect and Return
Warranty Duration
MBUZZ Labs offers a Collect and Return warranty (CRW) as an additional purchase option alongside the standard 3-year carry-in warranty. This extended service is available for durations of 1, 2, 3, or 5 years with the remaining period (if any) only covered by the standard 3-year carry-in support.
Warranty Type
This supplemental warranty involves MBUZZ Labs handling the collection and return of the product for repair, following an unsuccessful attempt at remote resolution. This service is designed to streamline the repair process, ensuring that transportation and handling are managed efficiently by MBUZZ, minimizing customer inconvenience.
Coverage:
The warranty covers defects in parts and workmanship under normal usage conditions. The warranty does not cover issues resulting from misuse, accidents, unauthorized modifications, natural disasters, power surges, or any other events beyond the control of the manufacturer.
Priority Remote Support and Collect–Return Service
As part of this warranty, MBUZZ initially provides comprehensive remote support for hardware-related issues, using online communication channels such as email, phone calls, and remote desktop sharing during regular business hours. This remote support includes troubleshooting assistance, guidance on software configurations related to hardware components, and advice on resolving basic hardware issues.
If a problem cannot be remotely resolved and requires hands-on repair, MBUZZ will arrange for product collection by the next business day and ensure return following completion of repairs and intensive testing.
Warranty Exclusions
The following are not covered under this warranty:
- Software-related issues not directly caused by hardware defects.
- Customer Induced Damage -caused by improper installation, maintenance, or handling.
- Cosmetic damage, scratches, and normal wear and tear.
- Damages resulting from accidents, misuse, abuse, or negligence.
- Components or parts not included in the original MBUZZ Labs configuration.
- Any third-party peripherals, accessories, or additional components not provided by MBUZZ.
- Loss of data, loss of productivity, or other consequential damages.
Warranty Claim Process
- In the event of a hardware issue, the customer must contact MBUZZ’s designated customer support team to initiate support or a warranty claim
- Customer shall provide the proof of purchase and serial numbers upon request
- The manufacturer’s customer support team will provide guidance on initial troubleshooting steps and determine if the issue can be resolved remotely.
- If the issue cannot be resolved remotely, the customer will arrange for an on-site service visit per guidance from MBUZZ for the next business day
- If any component replacement or repairs are needed, MBUZZ field engineers will perform it on-sent
- Repaired or replaced components will be covered under the remaining warranty period or 90 days, whichever is longer.
- Customers must inform MBUZZ of any change in location prior to arranging warranty service. MBUZZ reserves the right to modify the terms of the Pickup and Return service based on the new location, which may include additional charges or changes in service availability.
- If the new location is outside of the areas typically serviced by MBUZZ or its services, the customer may be required to bear additional costs for shipping or potentially use the carry-in warranty service if Pickup and Return is not feasible.
Limitation of Liability
MBUZZ’s liability under this warranty is limited to repair or replacement of defective parts. In no event shall MBUZZ be liable for any indirect, consequential, or incidental damages arising out of the use or inability to use the product.
Governing Law
These warranty terms and conditions are governed by the laws of the jurisdiction where the product was originally purchased.
Modification of Warranty Terms
MBUZZ reserves the right to modify or amend these warranty terms and conditions at any time, with or without notice, to improve customer experience and service quality.
By purchasing and using the MBUZZ Labs custom prebuilt PC, server or workstation, the customer acknowledges and agrees to these warranty terms and conditions. For any inquiries or warranty claims, please contact our customer support team through the channels provided.
On-site Support
Warranty Duration
MBUZZ Labs offers an On-Site Support (OSS) warranty as an additional purchase alongside the standard 3-year carry-in warranty. This extended service is available for 1, 2, 3 or 5 years, with the remaining period (if any) only covered by the standard 3-year carry-in support.
Warranty Type
This supplemental warranty includes on-site support following an unsuccessful remote resolution attempt, ensuring technicians are dispatched only when necessary. MBUZZ technicians will address hardware issues at the customer’s location. This service aims to provide convenient and swift resolutions, minimizing downtime for the customer.
Coverage:
The warranty covers defects in parts and workmanship under normal usage conditions. The warranty does not cover issues resulting from misuse, accidents, unauthorized modifications, natural disasters, power surges, or any other events beyond the control of the manufacturer.
Priority Remote and On-Site Hardware Support
As part of this warranty, MBUZZ initially provides comprehensive remote support for hardware-related issues, using online communication channels such as email, phone calls, and remote desktop sharing during regular business hours. This remote support includes troubleshooting assistance, guidance on software configurations related to hardware components, and advice on resolving basic hardware issues.
If the problem cannot be resolved remotely and requires physical intervention, an on-site support visit will be scheduled by the next business day to address the issue directly. Software or operating system-related queries not caused by hardware defects are not covered under this support.
Warranty Exclusions
The following are not covered under this warranty:
- Software-related issues not directly caused by hardware defects.
- Customer Induced Damage -caused by improper installation, maintenance, or handling.
- Cosmetic damage, scratches, and normal wear and tear.
- Damages resulting from accidents, misuse, abuse, or negligence.
- Components or parts not included in the original MBUZZ Labs configuration.
- Any third-party peripherals, accessories, or additional components not provided by MBUZZ.
- Loss of data, loss of productivity, or other consequential damages.
Warranty Claim Process
- In the event of a hardware issue, the customer must contact MBUZZ’s designated customer support team to initiate support or a warranty claim
- Customer shall provide the proof of purchase and serial numbers upon request
- The manufacturer’s customer support team will provide guidance on initial troubleshooting steps and determine if the issue can be resolved remotely.
- If the issue cannot be resolved remotely, the customer will arrange for an on-site service visit per guidance from MBUZZ for the next business day
- If any component replacement or repairs are needed, MBUZZ field engineers will perform it on-sent
- Repaired or replaced components will be covered under the remaining warranty period or 90 days, whichever is longer.
- Customers must inform MBUZZ of any change in location prior to arranging warranty service. MBUZZ reserves the right to modify the terms of the Pickup and Return service based on the new location, which may include additional charges or changes in service availability.
- If the new location is outside of the areas typically serviced by MBUZZ or its services, the customer may be required to bear additional costs for shipping or potentially use the carry-in warranty service if Pickup and Return is not feasible.
Limitation of Liability
MBUZZ’s liability under this warranty is limited to repair or replacement of defective parts. In no event shall MBUZZ be liable for any indirect, consequential, or incidental damages arising out of the use or inability to use the product.
Governing Law
These warranty terms and conditions are governed by the laws of the jurisdiction where the product was originally purchased.
Modification of Warranty Terms
MBUZZ reserves the right to modify or amend these warranty terms and conditions at any time, with or without notice, to improve customer experience and service quality.
By purchasing and using the MBUZZ Labs custom prebuilt PC, server or workstation, the customer acknowledges and agrees to these warranty terms and conditions. For any inquiries or warranty claims, please contact our customer support team through the channels provided.
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