Velocity Micro provides 90 days to 3 years of warranty support for all systems shipped within the United States, depending on the warranty package purchased. Additionally, Velocity Micro provides phone and email support for the lifetime of the PC, during which time the customer may call Velocity Micro's Technical Support Department to speak with a qualified technician from Velocity Micro's support team to assess any issues only with:
The phone number and Warranty Number are on the Warranty Sticker, which is affixed to the computer case.
Support service begins upon the customer's receipt of the system. Support service covers only those products purchased from Velocity Micro that are shipped and used within the United States. Technical Support provides hardware and basic Operating System software support to resolve operational conflicts only. Neither telephone technical support nor on-site service includes software training or support (beyond initial installation) or hardware upgrade recommendations.
Depot Repair service consists of the following: the customer shall ship the system to be repaired to Velocity Micro and Velocity Micro will ship it back to the customer. If the customer's warranty includes on-site service and it is deemed necessary and feasible by Velocity Micro, Velocity Micro will ship the customer the part(s) needed to repair the system and arrange for a Velocity Micro field service technician to correct the problem. It is the customer's responsibility to notify the Technical Support Department once the part(s) has been received by the customer. The original part(s) which were repaired or replaced must be received back at Velocity Micro's designated location within 14 days or the customer will be charged for the part(s). Failure to return said part(s) within this time frame grants Velocity Micro permission to charge the customer the prevailing retail price of the part(s). In any area where on-site service is not available or if it is not included in the terms of the warranty purchased, an RMA number will be given to the customer and the system will be recalled for repair. The RMA number expires 14 days after it is issued and must be written on two or more sides of the outside of the shipping packaging.
Once receipt of repair part(s) has been confirmed, a field service technician will arrive on the customer site within 12 working hours if the customer's site is within 50 miles of a designated service location.
Due to the complex nature of some computer problems, some system failures cannot be diagnosed by telephone and require the product be returned to Velocity Micro's facility for further diagnosis and repairs. Under no circumstance can Velocity Micro dispatch a field technician for on-site diagnosis prior to a repair.
If a problem cannot be repaired on site for any reason, including when the problem requires additional diagnosis before component failure can be determined, arrangements will be made to ship the system back to Velocity Micro for repair. Prior written authorization is required or the package will be refused and shipped back at the customer's expense. Velocity Micro will pay normal ground shipping fees for RMAs (returned merchandise authorization) issued during the first 60 days from the customer's receipt of the system. Velocity Micro will pay for ground shipping to Velocity Micro's designated repair center and for return back to the customer at the original shipping address only. For RMAs issued after the first 60 days, the customer is responsible for shipping charges and shipping insurance to Velocity Micro facilities. Velocity Micro will pay for ground shipping charges to the customer. If the customer requests faster service, the customer will be charged for the difference in the shipping costs at the time the return authorization is originated. When shipping an entire computer system to Velocity Micro, the customer must use the original box and packing materials to ensure its safety. If the customer does not have the original shipping container, new packing must be purchased from Velocity Micro prior to the return of the computer. Velocity Micro is not responsible for damage to systems in transit.
If a system is recalled for repair and it is discovered that the problem is not covered under this warranty, Velocity Micro will notify the customer and inform them of service alternatives that are available to them on a fee basis. In this case the customer is responsible for paying all RMA shipping costs.
Velocity Micro warrants Velocity Micro's products are free from defects in materials and workmanship for a period of ninety (90) days to three (3) years from the date of invoice to the original customer, based on the warranty duration period selected at the time of purchase. Any implied warranties are limited to one year from the date of purchase and Velocity Micro is not liable for any subsequent damages. The customer will retain the invoice as evidence of the purchase date and the length of warranty the particular system carries, in addition to proof of purchase of optional extended warranty (when applicable). Velocity Micro will repair or replace any part of Velocity Micro's standard system (including the case, power supply, motherboard, processor, RAM, optical drive, hard drive, video card, sound card, and network card) found to be defective under normal use, unless the system has been misused, neglected, or abused as determined by Velocity Micro support staff. Monitors, speakers, printers, keyboards, mice, and all other accessory items not assembled or built by Velocity Micro are covered by their respective manufacturer's warranties.
If the computer is purchased from a third party retail store, the warranty coverage period will be one (1) year from the date of purchase unless the Velocity Micro product documentation included in the package has an extended warranty certificate. Customers who purchase systems from a third party retailer must register the computer within 14 days of purchase by telephone or online. Velocity Micro does not honor supplemental warranties purchased from retailers.
Velocity Micro's responsibility is limited to repair or replacement, either of which may be selected by Velocity Micro at Velocity Micro's sole discretion. Velocity Micro makes no claim of suitability for a particular purpose. Additionally, the video card, sound card, and some other components may be covered by the original source manufacturers warranty of more than three years for part replacement only, but Velocity Micro's responsibility shall cease at the end of the warranty period of the particular component, and the customer must seek replacement from the manufacturer directly. Extended service plans may include a deductible payment, the term of which is stated on the original invoice, if applicable to the customer's system. Velocity Micro may decline warranty coverage without the customer's original invoice as evidence of coverage and system number. Removal or addition of hardware inside a Velocity Micro system DOES NOT void the customer's warranty for the remainder of the unchanged and unmodified computer components, unless the changes or parts damage other components that are covered. This warranty cannot be extended or transferred after the time of sale.
In keeping with standard industry practice, Velocity Micro reserves the right to substitute functionally equivalent new or serviceable reconditioned parts and systems, which are warranted for the remainder of same period as the original defective part. Velocity Micro reserves the right to change the brand or model of a component to one of equal performance or specification when the equivalent is no longer produced or available from Velocity Micro's normal suppliers. Velocity Micro is not responsible for any fees, duties, or tariffs applied as a result of shipment.
Velocity Micro's Limited Warranty covers only defects arising under normal use and does not include malfunctions or failures resulting from damage:
The warranty does not cover systems shipped outside of the United States of America.
Velocity Micro's Limited Warranty does not cover defects, malfunctions, or failures with the following items:
If Velocity Micro replaces or re-formats a hard disk during repairs or upgrades, Velocity Micro’s responsibility is limited to re-installing the original operating system and original device drivers only.
Velocity Micro claims no responsibility for any lost or missing data on a customer's computer. The customer is solely responsible to back-up all data files to an external medium prior to service. Service does not include data back-up, data restoration, or data transfer.
Velocity Micro reserves the right to change, modify, or remove, in whole or part any term, section or wording of this document, without prior written or verbal notification. The customer may at any time request an updated version of this document from Velocity Micro by returning to https://www.velocitymicro.com/PCsupport.php.