C. Trilogy Service Policies
Product service is subject to the following terms and conditions. Customers may contact their dealer or distributor for their respective service entitlement and policies.
1.Service is available for Monitors purchased and located in the continental United States, Canada, Alaska, Hawaii and Puerto Rico. Shipments to customers cannot be made to PO Boxes. Material returned to the Trilogy Service Center may not come via USPS, as not all locations have parcel delivery.
2.Prior to obtaining service you must contact the Technical Support group. Please have the model number, serial number, and date of purchase, ready when you call. The serial number (S/N) and model number are located on the back of the monitor.
3.Products must be out of specification for service. Trilogy Touch Technology is the sole judge.
4.Trilogy Technical Support will attempt to help you resolve your problem over the telephone. During problem resolution, Trilogy will require your assistance in performing routine diagnostic procedures. If appropriate, Trilogy will then issue you a Return Materials Authorizations (RMA) number to be used as a means of identifying the Monitor. NO PRODUCT MAY BE RETURNED FOR ANY REASON WITHOUT A RMA. FAILURE TO DO SO WILL RESULT IN REFUSED SHIPMENTS.
5.Service must take place by returning the monitor to the designated Trilogy Service Center. The proper address will be supplied at the time the RMA is issued. DO NOT RETURN PRODUCTS FOR SERVICE TO THE CORPORATE ADDRESS. You must prepay any shipping charges, export taxes, custom duties and taxes or any other charges associated with transporting the Monitor. In addition, you are responsible for insuring the Monitor during shipment. You assume the risk of loss during shipment. Use the original shipping and packing materials and include a description of the symptoms of the problem. If the original shipping and Packing materials and boxes are not available, please make sure the monitor is properly packaged and secured inside a shipping container. THE RETURN MATERIALS AUTHORIZATION (RMA) NUMBER MUST BE PLACED ON THE EXTERIOR OF THE SHIPPING CONTAINER. PHYSICAL DAMAGE THAT OCCURRED DURING SHIPMENT IS NOT WARRANTED.
6.RMAs EXPIRE IN 30 DAYS OF ISSUE DEFECTIVE PRODUCTS THAT HAVE A RMA MUST BE RETURNED WITHIN THAT TIME.
7.Trilogy is not responsible for a monitor shipped to the Authorized Service Center. Products that arrive physically or cosmetically damaged or scratched, including but not limited to, scratches on the Monitor, the panel, or bezel, or damage beyond normal usage, will not be eligible for replacement. In this event, remedial service will be repair and return. PRODUCTS THAT ARRIVE WITH COSMETIC OR PHYSICAL DAMAGE AT THE AUTHORIZED SERVICE CENTER FROM AN ADVANCED REPLACEMENT, WILL BE ASSESSED A REPAIR CHARGE.
8.Advance Replacement: Customers that need a replacement monitor as soon as possible to decrease down time, can arrange for cross shipping using a Credit Card as collateral. The value of the monitor will be authorized on the customer’s credit card and held as collateral upon the shipment of the replacement monitor from the Trilogy Service Center. The amount authorized will be cancelled upon receipt of the defective monitor back from the customer. Shipment will be made via the most economical ground service. Standard policy terms apply to Advance Replacement products. Please see above.
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