Warranty

Tangent Return Policy
For customers that purchased products directly from Tangent, customer may return defective or malfunctioning products to Tangent up to 30 days from the date of invoice for refund. This refund will not include any shipping or handling charges. If the products were purchased from Tangent under a written agreement or contract with Tangent there may be different terms for the return of products under said policy. To return products, call Tangent Sales Support (1-800-342-9388) to receive a Credit Return Authorization Number. Products must be returned to Tangent in their original packaging (or comparable packaging). Customer may return software for refund or credit only if the sealed package containing the diskette(s) or CD(s) is unopened. Returned products must be in "as new" condition, and must be returned with all of the manuals, diskette(s), CD(s), power cables, and other items originally included. 

Standard Limited Warranty
THIS WARRANTY IS FOR THE ORIGINAL CUSTOMER AND IS NOT TRANSFERABLE. 
Tangent warrants to the customer that the hardware system (not including software) will be free from defects in material and/or workmanship for the period of time of the warranty from the date of the invoice. This excludes external peripherals such as printers, mobile carts, scanners, UPS, etc., which are covered for 30 days. During the warranty period, Tangent will correct any defects in material or workmanship, or any failure of the hardware system to conform to written specifications. Warranty repairs will be performed at a designated Tangent Service Center. The customer is responsible for shipping costs when returning product for repair. Tangent will pay return shipping costs back to the customer. The customer is responsible for using original or comparable packaging. Any replacement parts/products shall be new or serviceably used, and are warranted for the remainder of the original warranty or thirty (30) days from the date of the invoice, whichever is longer. This warranty period is not extended as a result of purchasing any additional parts/products from Tangent or upgrading a Tangent product. The customer must promptly notify Tangent if there is a defect in material or workmanship. Tangent must receive notice of all events before expiration of the warranty period. 

Terms of Limited Warranties
Any claims under the Limited Warranty or 90-day Replacement Parts Limited Warranty must be made before the end of the applicable warranty period. During such period, Tangent will, at its option, repair or replace any part covered by the Limited Warranty or the 90-day Replacement Parts Limited Warranty which is determined by Tangent to be defective in materials or workmanship; or provide a credit or refund. 

During the warranty period, Tangent will repair any defects in material or workmanship, or any failure of the hardware system to conform to written specifications. Warranty repairs will be performed at the customer facility or at a designated Tangent Service Center, as applicable. 

Under no circumstances will Tangent be held liable for loss of, or damage to, data, or special, incidental, or indirect damages resulting from such data loss.

The customer is responsible for shipping costs when returning product for repair. Tangent will pay shipping costs back to the customer. The customer is responsible for using the original or comparable packaging. Any replacement parts/products shall be new or serviceably used, and are warranted for the remainder of the original warranty or 90 days from the date of the invoice, whichever is longer. The warranty period is not extended as a result of purchasing any additional parts/products from Tangent or upgrading the purchased computer. The customer must promptly notify Tangent if there is a defect in material or workmanship. Tangent must receive notice of all service requests before the warranty period expires.

Tangent does not provide warranty or technical support for third-party products. Third-party software, peripheral and accessory products are supported by the warranties provided by the original manufacturer or publisher only.

Tangent reserves the right to substitute functionally equivalent new or factory certified used parts. Tangent’s responsibility is limited to repair, replacement, credit, or refund, any of which may be selected by Tangent at its sole discretion.

The Limited Warranty and the 90-day Replacement Parts Limited Warranty cover only hardware defects arising under normal use and do not include malfunctions or failures resulting from misuse, abuse, neglect, alteration, problems with electrical power, usage not in accordance with production instructions, use of incompatible devices or accessories, improper or insufficient ventilation, acts of nature or improper installation, repairs necessitated by software problems or repairs made by anyone other than Tangent authorized third-party service providers or purchaser with the assistance of technical support from Tangent.

Repairs and parts replacements due to software configuration and compatibility issues or hardware issues resulting from conditions other than normal use as defined above are billed at the standard rate of $175 per occurrence plus applicable parts cost charges. These fees must be paid prior to the return of the repaired unit.

Preventive maintenance, installation, de-installation or relocation services and operating supplies are not included. 

Warranty Limitations
Tangent makes no warranty whatsoever with respect to software included in any products sold by Tangent, and all software is sold as is and with any manufacturer faults. 

EXCEPT AS SET FORTH HEREIN, TANGENT MAKES NO WARRANTIES, EXPRESSED OR IMPLIED, AND TANGENT DISCLAIMS ALL OTHER WARRANTIES, INCLUDING WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND CONFORMITY TO MODELS OR SAMPLES. 

No variation or exception in the terms stated herein can be made without the written authorization of Tangent These limited warranties apply only in the continental United States of America, Alaska, Hawaii, and the District of Columbia. 

A refund as used above shall include the price paid by the customer less shipping and handling costs paid by Tangent, and do not include shipping costs and insurance paid by the customer. 

Desktop Warranty
Tangent Desktops come with a 3-year Limited Warranty, which includes Next Business Day Parts Replacement and On-site Labor Service, at the sole discretion of Tangent. This system warranty includes the PC, monitor, keyboard and mouse. Other external peripherals such as printers, mobile carts, scanners, and UPS are covered for 30 days. If a defective part is one that is easily disconnected and reconnected (monitor, keyboard and mouse), the part will be sent and the customer will be responsible for installation.

Laptop/Notebook Warranty
Tangent Laptops and Notebooks come with a 1-year, return to factory warranty. This warranty includes the microprocessor and main memory but not external peripherals (which are covered for 30 days). Extended Labor and Parts Service contracts are available for a 2^nd and 3^rd year. 

Server Warranty
Tangent Servers come with a 3-year Limited Warranty, which includes Next Business Day Parts Replacement and 1-year On-site Labor Service at the sole discretion of Tangent. Removable media is only covered for the 1^st year of the warranty. 

90-day Replacement Parts Limited Warranty
Replacement parts shipped by Tangent are warranted against defects in materials and workmanship for ninety (90) days from the date of shipment by Tangent or until the expiration date of the original 3-year Limited Warranty, whichever is longer. 

Non-Tangent Manufactured Products
Tangent provides a limited warranty on Non-Tangent Manufactured parts or peripherals purchased through Tangent. Tangent warranties these products for a period of thirty (30) days from date of invoice. After 30 days, warranties, if provided, are available from the original manufacturer. 

Obtaining Warranty Service
To obtain service under this warranty, contact Tangent Technical Support at 1-800-399-TECH, or e-mail support@tangent.com, or access www.tangent.com/explore/tech/support.htm. If the problem cannot be resolved over the phone, a technician will either authorize replacement part(s) or the return of the system to Tangent for repair. The customer is responsible for returning products to Tangent. Refer to the Terms of Limited Warranty section of this document for specific customer rights and responsibilities. A Customer Support representative will instruct the customer in the specific service details for each situation. The following is a list of information concerning equipment return:

The technician who authorizes the return of the equipment will issue a Return Merchandise Authorization (RMA) Number. This number must be clearly marked on the outside of each box returned to Tangent. Tangent's receiving department will refuse boxes without an RMA number clearly visible. 

If applicable, replacement parts will be shipped, subject to availability, at Tangent's expense, via standard ground delivery service after customer obtains an RMA number. Expedited delivery service may be authorized at Tangent’s discretion. Tangent shall not be responsible for failure of the delivery service to make on-time delivery. The customer must return the defective product(s) to Tangent in the original box and packaging (or comparable packaging), with the RMA number clearly identified on the packaging. Unreturned merchandise is the financial responsibility of the customer. If the customer fails to return the defective part within ten (10) business days from the date the RMA number is obtained, customer is required to compensate Tangent by purchasing the unreturned defective parts from Tangent. Failure to return defective parts within 10 days receipt of RMA number will result in denial of future part replacement, RMA services, On-Site services and self-maintainer services. Please retain the shipping information, including tracking numbers, until Tangent has credited the account. This will serve as proof of return. Please keep this information on file for the life of your system warranty.

IMPORTANT!

BACK UP THE HARD DISK BEFORE RETURNING THE SYSTEM.TANGENT IS NOT RESPONSIBLE FOR LOSS OF DATA.

Use the original box and packaging material (or comparable packaging) to protect the equipment during shipment. Do not include unnecessary items (such as software and manuals). Tangent assumes no responsibility for equipment during shipment from customer to factory or from factory to customer, whether within or outside of the warranty period. 

Use the following address for shipment unless instructed otherwise by a Tangent Technical Support Center representative: 

Tangent 
191 Airport Blvd
Burlingame, CA 94010 

Support Procedures
When you contact Tangent Technical Support, we will ask you to participate in some limited phone-based troubleshooting to help identify the cause of the problem. Tangent's focus on remote troubleshooting can help minimize overall system downtime by remotely fixing the problem or enable us to identify and, if applicable, dispatch the right part (if necessary) - all in an effort to get your system up and running as fast as possible with a repaired system on the first call.

You will help the technician serve you better if you have your service tag number, operating system version, and peripheral information. Tangent Tech Support can then access our database for your system history.

Let the technician know what error message you are receiving and when it occurs, as well as what steps you may have already taken to solve the problem.

Toll-Free Technical Hardware Support
The Tangent toll-free support line will operate from 6:00 AM to 5:00 PM Pacific Time, Monday thru Friday, excluding Tangent authorized holidays. Tangent provides toll-free technical support for the life of the system, whether or not the system is currently under service contract. Most problems can be diagnosed over the phone and, if necessary, a replacement part may be quickly shipped or service arranged. Tangent does not, however, provide technical support for products purchased from third party vendors.

PLEASE CALL 1-800-399-TECH

Software Support
With some exceptions, Tangent provides free telephone assistance for installing or configuring released versions of Tangent installed MS-DOS, Windows 95, Windows 98, Windows 2000, Windows XP, Windows NT and Windows 3.X, as well as other Tangent -installed software, for the first 30 days from the date of the invoice. Installation and configuration is defined as "restoration to factory configuration." Support for operating system defects is limited to commercially available fixes from the manufacturer. 

Parts Delivery and On-site Service
For calls resolved by Tangent Technical Support before 12:00 PM Pacific Time, if applicable and dependent upon part availability, customers should receive parts delivery on the next business day. For calls resolved after 12:00 PM Pacific Time, the part may take additional business day for processing. 

On-site service is available to qualified customers. Once the part is shipped, if appropriate, the on-site visit will be scheduled. When available, on-site service is provided by a Tangent or independent third-party service provider. If on-site service is not available in the customer’s location, the customer will have the choice of either a) returning the unit to Tangent for repair or b) working with a Tangent technician over the phone to install the replacement material. A technician is dispatched, if necessary, pursuant to phone-based troubleshooting. If you or your authorized representative are not at the location when the service technician arrives, and therefore the system cannot be serviced, you may be charged for a follow-up service call. 

Self Maintenance Program
The Self Maintenance Program is designed for customers who have in-house technical expertise in diagnosing and servicing computer systems or those customers who are capable of installing the part while on the phone with Tangent Technical Support. The program can also include (at Tangent's option) credit for on-site services performed by the customer.

The following section applies only to approved Self Maintainer customers that have a current Self Maintainer contract.

General Self Maintainer Guidelines:

-- All Self Maintainer contracts must be renewed annually

-- All warranty reimbursement invoices must be submitted on a monthly basis within 30 days date of service.

-- All outstanding RMA parts orders must be returned prior to warranty reimbursement invoice approval.

-- Failure to return outstanding RMA parts orders within 10 days receipt of replace-in-advance parts will void the Self Maintainer agreement. No labor repairs for credit will be accepted or reimbursed going forward. Reactivating the self maintainer agreement will be at Tangent's discretion. 

-- Approved self maintainer credits can ONLY be applied towards the purchase of Tangent equipment. Self-maintainer credits can NOT be applied towards the purchase of any of Tangent's service offerings or 3rd party hardware products. 

-- A computer repair per Tangent serial number can be billed for labor and credit to Tangent one time only. Prior to any additional billing for labor on this same Tangent serial number an email needs to be sent to selfservice@tangent.com for approval. Any additional billing(s) will not be accepted on the same Tangent serial number without a Tangent confirmation email being attached with the warranty reimbursement invoice. 

-- For Labor repair credits exceeding $500 for any given month, an email must be sent to selfservice@tangent.com and a confirmation email needs to be received back by the customer before proceeding to submit any further labor request for credit reimbursement. The Tangent confirmation email needs to be attached with the warranty reimbursement invoice. 

-- General maintenance incidents are not covered under this agreement. An example of this is replacing a fan or power supply due to failure as a result of dust particle build-up and or parts failure due to electrical surges or improper electrical set ups. 

-- For self maintainer customers with warranty coverage beyond three years, CPU fans, power supplies, case fans, video card fans or any such devices are not covered under the self maintainer reimbursement program.

Software Pre-loading
Software images can be pre-loaded onto a customer’s hard drive. Tangent provides for installation and duplication of software only if the original software and licenses are provided to Tangent. Tangent will, if requested, maintain an image backup. The original software is returned to the customer. The image will then be used for installation on additional units. 

Service Contract Options

Extended Service Contracts
Extended warranty service contracts may be entered into. If a warranty period has already elapsed, a recertification of the existing equipment may be necessary prior to execution of a service contract. 

Laptop/Notebook warranties can be extended for a 2^nd and 3^rd year under a return-to-factory contract. Batteries for laptop/notebook computers are covered only during the initial 1-year warranty.