Warranty & RMA Policy - 1M Technology

Warranty &
RMA Policy

1. Purpose

1M Technology establishes the following maintenance specifications and operation procedures for providing the best quality of service and shortened repair time to our customers.

2. Warranty

2.1 Warranty Period

1M Technology endeavors to offer customers the most comprehensive post-sales services and protection; besides offering a 2-year warranty for standard 1M Technology products, an extended warranty service can also be provided based on additional request from the customer. Within the warranty period, customers are entitled to receive comprehensive and prompt repair and warranty.

Standard products manufactured by 1M Technology are offered a 2-year warranty, from the date of delivery from 1M Technology. For ODM/OEM products manufactured by 1M Technology or PCBA with conformal coating, will follow up the define warranty of the agreement, otherwise will be offered 1-year warranty for ODM/OEM products but non-warranty for PCBA with conformal coating. For outsourcing parts kit by 1M Technology (ex: Motherboard, LCD touch panel, CPU, RAM, HDD, ) are offered a 6-month warranty, and Mobile/Tablet PC battery are offered a warranty of the half year, from the date of delivery by 1M Technology. Products before the mass production stage, i.e. engineering samples are not applied in this warranty or service policy. For extended warranty and cross-territory services, product defects resulting from design, production process or material are covered by the pre-set warranty period after the date of delivery from 1M Technology. For non-1M Technology products, the product warranty and repair time shall be based on the service standards provided by the original manufacturer; in principle 1M Technology will provide these products a warranty service for no more than one year.

2.2 Maintenance services within the warranty period

In the case of 1M Technology product DOA (Defect-on-Arrival) when the customer finds any defect within 1 month after the delivery, 1M Technology will replace it with a new product in a soonest way. Except for custom products, once the customer is approved of a Cross-Shipment Agreement, which allows for delivery a new product to the customer before receiving the defective one, 1M Technology will immediately proceed with new product replacement for the said DOA case. On validation of the confirmed defect, 1M Technology is entitled to reserve the right whether to provide a new product for replacement. For the returned defective new product, it is necessary to verify that there shall be no bruise, alteration, scratch or marking to the appearance, and that none of the delivered accessories missing; otherwise, the customer will be requested to pay a processing fee. On the other hand, if the new product defect is resulting from incorrect configuration or erroneous use by the user instead of any problem of the hardware itself, the customer will also be requested to pay for relevant handling fees.

As for other conditions, 1M Technology will handle defects by way of repair. The customer will be requested to send the defective product to an 1M Technology authorized service center, and 1M Technology will return the repaired product back to the customer as soon as possible.

2.3 Ruling of an out-of-warranty defect

The following situations are not included in the warranty:

The warranty period has expired.
Product has been altered or its label of the serial number has been torn off.
Product functionality issues resulting from improper use by the user, unauthorized dismantle or alteration, unfit operation environment, improper maintenance, accident or other causes. 1M Technology reserves the right for the ruling of the aforementioned situations.
Product damage resulting from lightning, flood, earthquake or other calamities.
The warranty rules of non-1M Technology products and accessories shall be in accordance with standards set up by the original manufacturer. These products and accessories include RAM, HDD, FDD, CD-ROM, CPU, FAN, etc.
Product upgrade request or test request submitted by the customer after expiration of the warranty.
PCBA with conformal coating.
1M Technology semi-product and outsourced products without 1M Technology serial number.
Products before the mass production stage, i.e. engineering samples.

3. Procedure for sending for repair

3.1 Attain a RMA number

A customer’s rejected product returned for repair shall have a RMA (Return Merchandise Authorization) number. Without a RMA number, 1M Technology will not provide any repair service for the rejected product, and the product will be returned to the customer at customer’s cost. 1M Technology will not issue any notice for the return of the product.

Each returned product for repair shall have a RMA number, which is simply the authorization of the return for repair; it is not a guarantee that the returned goods can be repaired or replaced.

When applying for the RMA number, it is essential to fill in basic information of the customer and the product, together with detailed description of the problem encountered. If possible, avoid using ambiguous words such as “does not work” or “problematic”. Without a substantial description of the problem, it is hard to start the repair and will cause prolonged repair time. Lacking detailed statement of fault steps also makes the problem hard to be identified, sometimes resulting in second-time repairs.

In case the customer can’t define the cause of problem, please contact 1M Technology application engineers. Sometimes when the problem can be resolved even before the customer sends back the product.

On the other hand, if the customer only returns the key parts to 1M Technology for repair, it is necessary that the serial number of the entire unit is given in the “Problem Description” field, so that warranty period can be ruled accordingly; or 1M Technology will handle the case as an Out-of- warranty case.

3.2 Return of faulty product for repair

It is recommended that the customer not to return the accessories (manual, connection cables, etc.) with the products for repair, devices such as CPU, DRAM, CF memory card, etc., shall also be removed from the faulty goods before return for repair. If these devices are relevant to described repair problems and necessary to be returned with the goods; please clearly indicate the items included in the eRMA application form. 1M Technology shall not be responsible for any item that is not itemized. Moreover, make sure the problem(s) are detailed in the “Problem Description” field.

In the list of delivery, the customer may fill-in a value which is lower than the actual value, to prevent customs levying a higher tax over the excessive value of the return goods. The customer shall be held responsible for extra fees caused by this. We strongly recommend that “Invoice for customs purpose only with no commercial value” be indicated on the delivery note. Also for the purpose of expedited handling, please printout the RMA number and put it in the carton, also indicate the number outside of the carton, with the recipient addressing to 1M Technology RMA Department.

When returning the defective product, please use an anti-static bag or ESD material to pack it properly. In case of improper packing resulting in damages in the transportation process, 1M Technology reserves the right to reject the un-repaired faulty good at the customer’s costs. Furthermore, it is suggested that the faulty goods shall be sent via a door-to-door courier service. The customer shall be held responsible for any customs clearance fee or extra expenses if Air-Cargo is used for the delivery.

In case of a DOA situation of a new product, 1M Technology will be responsible for the product and the freight. If the faulty goods are within the warranty period, the sender will take responsibility for the freight. For an out-of-warranty case, the customer shall be responsible for the freight of both trips.

3.3 Maintenance Charge

1M Technology will charge a moderate repair fee for the following conditions:

The warranty period has expired.
Product has been altered or its label of the serial number has been torn off.
Product functionality issues resulting from improper use by the user, unauthorized dismantle or alteration, unfit operation environment, improper maintenance, accident or other causes. 1M Technology reserves the right for the ruling of the aforementioned situations.
Product damage resulting from lightning, flood, earthquake or other calamities.
The warranty rules for non-1M Technology products and accessories shall be in accordance with standards set up by the original supplier. These products and accessories include RAM, HDD, FDD, CD-ROM, CPU, FAN, etc.
Product upgrade request or test request submitted by the customer after expiry of the warranty.
PCBA with conformal coating.
1M Technology semi-product and outsourced products without 1M Technology serial number.
Products before the mass production stage, i.e. engineering samples
In case the products received are examined as NPF (No Problem Found) within the warranty period, the customer shall be responsible for the freight of both trips.
Please contact your local distributor to examine in advance to prevent unnecessary freight cost.

For system failure of out-of-warranty products, 1M Technology will provide a quotation prior to repair service. When the customer applies for the cost, please refer to the Quotation number. In case the customer does not return the DOA product that has already been replaced by a new one, or the customer does not sign back the quotation of the out-of-warranty maintenance, 1M Technology reserves the right of whether or not to provide the repair service. In case the customer does not reply in 3 months, 1M Technology shall directly scrap or return the product back to customer at customer’s cost without further notice to the customer.

3.4 Maintenance service of phased-out products

For servicing phased-out products, 1M Technology provides an extended period, starting the date of phase-out, as a guaranteed maintenance period of such products, for continuance of the maintenance service to meet customer’s requirements. In case of unexpected factors causing 1M Technology to be unable to repair/replace a warranted but phased-out product, 1M Technology will, depending on the availability, upgrade the product (free of charge with continued warranty period as of the original product), or, give partial refund (based on the length of the remaining warranty period) to solve this kind of problem.

3.5 Maintenance Report

On completion of repair of a defective product, a Maintenance Report indicating the maintenance result and part(s) replaced (if any) will be sent to the customer together with the product. If the customer demands an additional maintenance analysis report, a service fee of various level will be charged depending on the warranty status. In case the analysis result shows that the defect attributes to 1M Technology’s faulty design or process, the analysis fee will be exempted.

4. Service Products

1M Technology provides service products to manage with different customer needs. Should you have any need, please consult to 1M Technology Sales Department.

Defect Analysis Report (DAR)

1M Technology provides DAR (Defect Analysis Report) services aiming to elevating customer satisfaction. A DAR includes defect cause identification/verification/suggestion and improvement precautions, with instructions on correct usage for the avoidance of any reoccurrence.

Upgrade Service

1M Technology is capable to provide system upgrade service for customization requirements. This upgrade service is applicable for main parts, such as CPU, memory, HDD, SSD, storage devices; also replacements motherboards of systems. Please contact 1M Technology sales for details to evaluate the possibility of system upgrade service and obtain information of lead time and price.