Technical Support or an ASP will help determine whether your product requires service and, if it does, will inform you how InFocus will provide it. You must assist in diagnosing issues with your product and follow InFocus’s warranty processes. InFocus may restrict service to the country where InFocus or its Authorized Distributors originally sold the hardware product. InFocus will provide warranty service either (i) at an ASP location, where service is performed at the location, or the ASP may send the product to an InFocus repair service location for service, (ii) by sending you prepaid way bills (and if you no longer have the original packaging, InFocus may send you packaging material at your cost) to enable you to ship the product to an InFocus repair service location, or (iii) by sending you customer-installable new or refurbished replacement parts to enable you to conduct Customer Self Repair, or (iv) by exchanging the product for a new or refurbished replacement.
Customer Self Repair
InFocus products are designed with many Customer Self Repair (CSR) parts to minimize repair time and allow for greater flexibility in performing defective parts replacement. If during the diagnosis period, InFocus identifies that the repair can be accomplished by the use of a CSR part, InFocus will ship that part directly to you for replacement. There are two categories of CSR parts:
•Parts for which customer self repair is mandatory. If you request InFocus to replace these parts, you will be charged for the travel and labor costs of this service.
•Parts for which customer self repair is optional. These parts are also designed for customer self repair. If, however, you require that InFocus replace them for you, this may be done at no additional charge under the type of warranty service designated for your product.
Based on availability and where geography permits, InFocus will attempt to ship CSR parts out the next business day. Customer receipt will vary based upon the actual part, customer location and shipping method. Next day, same-day or four-hour delivery may be offered at an additional charge where geography permits. If assistance is required, you can call the InFocus Technical Support Center and a technician will help you over the phone. InFocus specifies in the materials shipped with a replacement CSR part whether a defective part must be returned to InFocus. In cases where it is required to return the defective part to InFocus, you must ship the defective part back to InFocus within a defined period of time, normally five (5) business days, and clearly display the Return Material Authorization (RMA#) on the outside of the shipping carton or a similar package affording an equal degree of protection. The defective part must be returned with the associated documentation in the provided shipping material. Failure to return the defective part may result in InFocus charging you for the replacement. With a Customer Self Repair, InFocus will pay all shipping and part return costs and determine the courier/carrier to be used.
InFocus may utilize a doorstep swap process, which involves an InFocus delivery person delivering the replacement product or CSR part to the Customer and picking up the defective product or part at the time of delivery for return to InFocus. Upon receipt of the replacement product or part, the original product or part becomes the property of InFocus and you agree to follow instructions, including arranging the return of original product or part to InFocus in a timely manner. When providing a product exchange or Customer Self Repair (CSR) part requiring the return of the original product or part, InFocus may require a credit card authorization as security for the retail price of the replacement product or part and applicable shipping costs. When returning product to InFocus, a Return Material Authorization Number (RMA #) is required and must be clearly displayed on the outside of the shipping carton or a similar package affording an equal degree of protection. Service options, parts availability and response times may vary according to the country in which service is requested. Service options are subject to change at any time. You may be responsible for shipping and handling charges if the product cannot be serviced in the country in which service is requested. If you seek service in a country that is not the country of original purchase, you will comply with all applicable import and export laws and regulations and be responsible for all custom duties, V.A.T. and other associated taxes and charges. Where international service is available, InFocus may repair or exchange defective products and parts with comparable products and parts that comply with local standards. In accordance with applicable law, InFocus may require that you furnish proof of purchase details and/or comply with registration requirements before receiving warranty service. Resources with more details on this and other matters on obtaining warranty service are described below.