Virgin Mobile VMFNM0609 specification

12.Freedom Mini-laptop Collect and Repair Warranty

1. What this warranty covers

1.1We warrant that each Freedom Mini- laptop is free from defects in materials and workmanship under normal use during the warranty period. The warranty period for the Freedom Mini-laptop starts on the original date of delivery to you (the Customer) for a period of 12 months for everything except the battery, unless we inform you otherwise in writing. A 6 month warranty period is included against the battery from the original date of delivery to you.

1.2This warranty is offered as a collect and return service. Only the cost of the parts and labour involved in servicing any eligible repairs under this warranty are covered.

1.3This warranty also covers the cost

of shipping to and from mainland UK and Northern Ireland addresses for all eligible repairs.

1.4This warranty also includes a technical support service via telephone for the full duration of the warranty. Call on 0800 952 2294. Support is available between the hours of 9.00am to 5.30pm on Business Days. (‘Business Days’ means a day not being Saturday or Sunday). This technical support service only provides support on the Freedom Mini-laptop and software installed on the Freedom Mini-laptop supplied by us.

2. How to get warranty service

2.1If the Freedom Mini-laptop does not function as warranted during the warranty period, you may obtain warranty services by dialling the number detailed above. The warranty service is only available in the UK, therefore additional charges (for cost of shipment) may apply for warranty claims outside of the UK.

3. What we will do to correct problems

3.1Where a Freedom Mini-laptop received by you does not work on arrival or within 28 days of the date of delivery, we will arrange for collection and replacement of the Freedom Mini-laptop at our cost. We will supply you with a replacement, or where there is no branded Freedom Mini-laptops in stock, with either a functionally equivalent or superior specification Freedom Mini-laptop.

3.2We will attempt to diagnose and resolve your problems over the telephone or e-mail. We may direct you to download and install designated software updates. If you contact us about a software issue i.e. an issue with the pre-installed software on the Freedom Mini-laptop, we shall direct you to the correct third party software provider for assistance.

3.3Some problems can be resolved with a replacement part that you can install yourself called a “Customer Replaceable Unit” or “CRU”. If so, we will ship the CRU to you for you to install. You are given the opportunity to call us back and we will take you through the installation process or arrange for you to send the Freedom Mini-laptop back to complete the install.

3.4If the problem cannot be resolved over the telephone or remotely, through your application of software updates (which we will guide you through) or the installation of a CRU by you, we will arrange for service of the Freedom Mini- laptop at a third party UK repair centre. For warranty claims within mainland UK we will bear the costs of shipment to and from our warranty repair centre.

3.5If we determine that we are unable

to repair the Freedom Mini-laptop, we will replace it with one that is at least functionally equivalent.

3.6If we determine that problems are as a result of Customer misuse, improper maintenance, accidents, modifications, unsuitable physical operating environments, power surges or natural disasters, our third party repair centre will offer to repair the Freedom Mini-laptop at a set price to you of £110 including vat and delivery charges.

Service levels:

3.7All technical support requests will be brought to a point of resolution within 24 hours of the initial fault being reported by you (excluding weekends and bank holidays). By resolution we mean either the fault is fixed or a time has been arranged with you to pick up the Freedom Mini-laptop to come back in for repair.

3.8Repairs will be carried out within a ten (10) Business Day timescale and will return the Freedom Mini-laptop to you within such timescale.

4.Replacement of Freedom Mini- laptop or part

4.1When the warranty service involves the replacement of a Freedom Mini-laptop or part, the replaced Freedom Mini-laptop or part goes back into the stock holding and the replacement Freedom Mini-laptop or part becomes your property.

4.2Only unaltered Freedom Mini-laptops and parts are eligible for replacement. For the purposes of this clause ‘unaltered’ means no hardware alterations have been made to the Freedom Mini-laptop by you. The replacement Freedom Mini- laptop or part provided may not be new, but it will be in good working order and

at least functionally equivalent to the original Freedom Mini-laptop or part The replacement Freedom Mini-laptop or part shall be warranted for the balance of the period remaining on the original Freedom Mini-laptop.

4.3Customer Responsibilities: Before we replace a Freedom Mini-laptop or part, you agree to:

1.remove all features, parts, options, alterations, and attachments not under warranty service;

2.ensure that the Freedom Mini-laptop or part is free of any legal obligations or restrictions that prevent its replacement; and

3.authorise us to service a Freedom Mini-laptop or part.

5.Additional customer responsibilities

Where applicable, before service is provided, you agree to:

1.follow the service request procedures that we specify;

2.backup or secure all programs and data contained in the Freedom Mini-laptop;

3.provide us with all system keys or passwords to perform the warranty service; and

4.ensure that all information about identified or identifiable individuals (“Personal Data”) is deleted from the Freedom Mini-laptop or that, with respect to any Personal Data that you do not delete, you are in compliance with all applicable laws.

6. Use of personal information

6.1If you obtain services under this warranty, we will store, use and process information about your warranty service and contact information, including name, phone numbers, address, and e-mail address. We will only use this information to perform service under this warranty. We will only disclose customer information where required by law.