Repairs & Maintenance

On site Warranty

(Applicable to all terminals except where stated) All new products normally subject to a one year return to factory warranty, may have this converted to a one year on-site warranty if the equipment is placed under a standard Feedback Data maintenance contract for service for a minimum of two years. The charge for on-site warranty for the first year is 50% of the standard charge per terminal. For more information please contact support .

Repairs

We offer a return to base repair service for all Feedback Data products and older Source Computers equipment. However, with some of the older terminals, it has become increasingly difficult to source and hold adequate spares of some component parts. Therefore, please contact support before sending a product back for repair so that we can ascertain our ability to deal with it.

In normal circumstances our repairs department offers a 10 working day turnaround from receipt. A 'Goldstar' service is available which reduces this to 5 days but at an extra cost. All repairs are charged at a fixed rate, however, we reserve the right to make an additional charge if necessary.
NOTE: No additional charge will be made without notification.

The Address for returning items for repair is:

The Repairs Department, Feedback Data Ltd, Park Road, Crowborough, East Sussex,TN6 2QR ENGLAND

Maintenance

Feedback Data offers 4 basic types of maintenance contract:

• An 'on site' next working day response. This means that we will endeavour to remedy the problem within 24 hours of a call being logged.
• An 'on site' 3 working day response. This means that we will endeavour to remedy the problem within 72 hours of a call being logged.
• An 'on site' response. This means that we will endeavour to remedy the problem but not within a specified time period of a call being logged.
• A return to base contract. This means that it is the customers responsibility to return any item in need of work back to our Repairs Department (at the above address), where it will be dealt with as a Goldstar repair.

Feedback Data wishes to assure users of its products that the Company will always endeavour to provide support for installed products. However, customers should be aware that Feedback Data has the right in its maintenance contracts to convert an existing on-site agreement to a return to base repair service. This would be deemed necessary if standard spare parts were no longer available and a repair could only be completed by performing work that was inappropriate to be carried out on site. If this action were necessary, any outstanding maintenance contract monies would be repaid and the repair would be charged for on a time and materials basis. The cost of returning the terminal would be the responsibility of the customer and the average time taken to repair is ten working days.

Feedback Data has always designed its terminals to be backwardly compatible where possible. This means that standard older products can very often be upgraded to the latest terminals without any loss of functionality or data in a simple replacement operation. However, there are circumstances where this will not be possible. Should you wish to discuss the repercussions of upgrading equipment at your own site, please contact your authorised Feedback Data reseller. Alternatively, contact the Sales Department at Feedback Data directly.