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Warranty

TERMS AND CONDITIONS

Koi Computers’ systems are shipped with a limited warranty which begins from the original system invoice date. It provides limited warranty and covers components that fail due to manufacturing defects in materials and workmanship. Excluded from warranty coverage are acts of nature, such as electrical storms, floods, fire, etc., acts of war and terrorism, criminal acts, and other customer damage and negligence. To determine the length of warranty that came with your system, please refer to your packing slip or invoice.

Acceptance

All computer systems sold shall be deemed acceptable by Customer unless, within 10 calendar days from invoice date, the Customer notifies Koi Computers in writing that the system(s) are defective. During this period, advanced replacement part(s) will be rushed to Customer to replace the defective part(s).

Shipping Damage

Customers are responsible to refuse all packages that arrive damaged. Customers need to notify Koi Computers within 24 hours from the delivery date if a computer system was delivered damaged to obtain a RMA number. Customers take full responsibility for accepting any packages damaged during shipping.

Technical Support

During the Limited Warranty Period, Koi Computers will provide product technical support. The scope of technical support consists of helping you diagnose and resolve problems with defects in computer systems integrated by us. Koi Computers will ONLY be able to provide technical support on OS installation to the original end user if the OS was purchased as part of the computer system from us.

Koi Computers is not the manufacturer of the software or operating system and does not guarantee that software or operating system will be free from errors, either in isolation or in combination with hardware.

Other Limitations to Coverage

  • Hardware additions by the Customer are not covered by this warranty.
  • Software not preinstalled by Koi Computers, upgrades, modifications, or configuration changes done by the Customer are not covered by this warranty.
  • Software is not covered under warranty. Customer agrees to pursue any warranty claims for defective or incompatible software with the manufacturer of the software product.
  • Koi Computers is not responsible for any loss of software or data during the diagnosis or repair process. It is the Customer’s responsibility to make a backup of the software and data on your system’s hard disk before sending the computer system or components in for repair.
  • Individual component warranties will be voided if the components have been altered in any way, including without limitation: products that have been scratched, defaced, labeled or indelibly marked, tampered with or if serial numbers have been altered, or if factory sealed parts have been tampered with or broken.
  • Warranties will be voided if product has been damaged by actions that are beyond our control, including for example, impacts, fluids, fire, flood, wind, earthquake, lightning or similar disaster, war, strike, lockout, epidemic, destruction of production facilities, riot, insurrection, material unavailability or any other Acts of God.
  • Warranties will be voided if products have been damaged through misuse, abuse or mishandling, including without limitation the unauthorized modification of the system as a whole or any individual component, and/or the attachment of peripheral devices, or limitations placed by the manufacturer specifications.
  • Warranty Services will be completed within a period of time deemed reasonable by Koi Computers and/or the manufacturer.
  • Extended warranties do not extend the warranty period for peripherals such as monitors, mouse, keyboards, printers, or any other components external to the computer.
  • Special-order items, items that are not normally carried, sold, or advertised, are considered to be final sale and not returnable. This includes items used in custom computer system builds. Customer agrees to pursue any warranty claims for defective special-order items with the manufacturer of hardware product.
  • Most manufacturers' warranties apply to defects encountered during normal use of the product while following manufacturers operating and installation instructions. These warranties generally do not apply if the damage or defect results from: (a) failure to follow such operating or installation instructions; (b) any negligence, mishandling, or accident; or (c) use of unauthorized parts or service.

THIS LIMITED WARRANTY DOES NOT COVER MINOR IMPERFECTIONS IN UNITS THAT MEET DESIGN SPECIFICATIONS OR IMPERFECTIONS THAT DO NOT MATERIALLY ALTER FUNCTIONALITY.

Standard 3-Year Parts Replacement Warranty

  • All components sold hereunder shall be deemed acceptable by Customer unless, within 10 calendar days from date of receipt Customer shall notify Koi Computers in writing that such product(s) are damaged or defective.
  • All out of warranty products returned for repair are subject to $50 diagnostic fee and $75 per hour repair charge.
  • RMA numbers are only valid for 14 calendar days (after RMA issuance date). After 14 calendar days the RMA numbers will be no longer valid and the shipment will be refused.
  • Custom configured systems are not eligible to be returned for credit. Systems can only be returned for warranty replacement or warranty repair.
  • Damage to products being returned, that occurred during shipping, is the responsibility of the shipper. Customers are not to withhold any payments due, pending outcome of shipping investigation.
  • Do not deduct credits for returned parts or components from the current balance. A credit memo will be issued when your return has been received and processed.
  • All items not meeting above conditions will be refused.
  • Replacement Warranty Procedures
  • Koi Computers is not responsible for any loss of software or data during the diagnosis or repair process. It is the Customer’s responsibility to make a backup of the software and data on your system’s hard disk before sending the computer system or components in for repair.
  • Please have the following information when requesting the RMA:
    Original Invoice Number
    Product Part Number
    Product Serial Number
    Description of Problem Readily Available
  • Koi Computers may not be able to issue a RMA number without the information listed above.
  • Contact our technical support team via email: support@koicomputer.com or call (630) 627-8811 and provide the information above. Our support team is available Monday through Friday from 8:30 am CST to 5:00 CST, excluding holidays.
  • All components returned for credit or advanced replacement must be 100 percent complete; they must contain the original boxes and material (if available). Serial numbers and UPC stickers must be in place.
  • Do not send cables and manuals with the RMA. They may not be returned.
  • Products returned without a RMA number written on the shipping label will be refused.
  • Please send the RMA to the address below with the following information:
    Koi Computers, Inc.
    Attention: Tech Support
    Ref: [RMA Number]
    200 West North Avenue
    Lombard, IL 60148
  • Items returned as defective found not to be defective or found to be damaged will be returned to you. If that product was advanced replaced to you according to the limitations of its warranty, the product will be returned to you and the invoice for that product or the advanced replacement product will become due.
  • To help prevent damage in transit, it is suggested that the component or server be further protected with additional shipping materials. Items received damaged will be refused.
  • Koi Computers strongly recommends that you insure shipments to us or you accept the risk of loss or damage during the shipment.
  • Warranty coverage includes one way shipping for Koi Computers to return the replacement component or repaired system. Customer is responsible for the cost of shipping and returning the component or server to Koi Computers for RMA. Items with COD or freight collect charges will be refused.
  • All repaired or replacement RMAs are returned to Customer by our carrier of choice.