Service Description:
LASER SYSTEM ON-SITE SERVICE
Service Overview:
For defects in Systems* covered under your
warranty as defined at the time of purchase, World Lasers
offer telephone troubleshooting with mail-out repair parts or
mail-in laser system repairs. For those customers who purchase
the service contract, World Lasers On-Site Service places a
service technician at the Customer's location after completion
of telephone-based troubleshooting, subject to parts
availability (the "Service" or "Services") as described in
this document (the "Service Description"). World Lasers is
pleased to provide the Services described in this Service
Description based on the service type purchased by Customer
for the service term indicated on Customer's invoice (the
"Service Type").
This Laser System On-Site Service
Description covers the following Service Types:
8-Hour
Service
Next-Business-Day
"System" means World Lasers-branded
laser system that is sold as new, purchased in the United
States, and which is in a standard configuration at the time
of purchase. The type of System covered by this Service
Description is specified on Customer's World Lasers invoice.
In addition, certain non-World Lasers branded third party
hardware included with World Lasers systems may be covered if
so indicated on customers invoice. Excluded from "System" are
software, and any additional items.
**The Principal Period of Maintenance ("PPM")
is Monday through Friday 8:00 a.m. to 6:00 p.m., excluding
regular holidays, including, but not limited to, New Year's
Day, Good Friday, Memorial Day, Independence Day, Labor Day,
Thanksgiving and Christmas Day, and the day after Thanksgiving
and Christmas Day ("Regular Holidays").
8/5 Comprehensive On-Line Support
World Lasers provide multiple methods of
contacting us and/or attaining assistance. Through accessing
www.support.worldlasers.com customers can leverage our on-line
tools, Customer Service chat and email prior to calling for
assistance. World Lasers provide on-line assistance,
including trouble shooting information, problem diagnosis
tools and downloads.
Customer's Responsibilities:
1. Requesting Service:
Provide the following
information to the World Lasers Technician when requesting
this Service:
a. the System's invoice and serial numbers;
b. service tag number;
c. System type and model numbers;
d. the current version of the operating system on the affected
system and;
e. the brand names and models of any peripheral devices (such
as a modem) attached to the system;
f. what tasks or functions were being processed or implemented
when the error occurred and;
g. What steps if any were taken to solve the problem.
Listen attentively to the technician and follow
instructions.
2. Provide appropriate access to buildings,
security escorts and access to parking facility (at no
charge) during the performance of the Service.
Support Procedures:
Telephone Laser System Warranty Support
If Customer has a problem with a World Lasers
System covered by warranty and cannot resolve it using World
Lasers on-line support, then Customer should contact World
Lasers laser system warranty support for problem diagnosis.
This telephone support allows World Lasers to assess the
problem and to determine with each Customer how to resolve
this problem. Telephone support is provided during business
hours daily, excluding Regular Holidays** for the term
specified on Customer's invoice.
Call For Assistance
For service support Customer should call:
800-648-5164
Service Dispatch
Subject to Customer's compliance with these
Support Procedures World Lasers will, in most cases, dispatch
a service technician following the completion of phone-based
troubleshooting to arrive at Customer's location in accordance
with the following response times based on Customer's Service
Type:
Next-Business-Day/Next-Business-Day Replacement
Service: On the next business day during the PPM**. If the
service technician is dispatched for on-site service after
5:00 p.m. local time, the service technician may take an
additional business day to arrive at Customer's location.
8-Hour Service: Within eight hours after
dispatch, eight (8)) hours a day, five days a week
(excluding Regular Holidays**) if Customer's service location
is between 126-200 miles from the nearest parts stocking
location.
Mail-In Procedures
If the technician is unable to resolve the
problem over the phone and determines that Mail-In or Ship
Back Service is advisable in lieu of on-site service, World
Lasers will only accept Systems that are returned using the
following standard procedures and shipping instructions:
Software/Data Backup: Customer understands and
agrees that World Lasers is not responsible for any loss of
software or data. Customer should back up the software and
data on Customer's System's hard disk drive and on any other
storage device(s) in the System. In addition, Customer should
remove any confidential or proprietary information.
Display the Return Authorization Number: The
World Lasers Technician will provide Customer with an
authorization number. Customer must print the authorization
number clearly and conspicuously on the outside of the prepaid
packaging. World Lasers will refuse to service, and will
return to Customer, any System that does not clearly and
conspicuously display the authorization number on the
packaging.
Explain the Problem in Writing: Customer must
enclose a brief description of the problem encountered, the
error message received, and the suspected defect Customer
discussed with the technician over the phone.
Shipping: Following the problem diagnosis, if
Customer's call is during World Lasers carrier's regular
business hours, the technician will transfer Customer to World
Lasers designated freight carrier, explain the situation to
the carrier and turn any further shipping actions over to the
carrier. If Customer's call is outside of World Lasers
carrier's regular business hours, World Lasers will provide
Customer with information to contact World Lasers carrier
during their regular business hours. Customer and the carrier
will make the shipping arrangements. The System must be
shipped in the World Lasers provided packaging to the address
given to Customer by the technician.
Package the System: World Lasers will provide
packaging through World Lasers freight carrier. Customer will
be responsible for ensuring that the System is properly
packaged and Customer will bear the full risk of loss or
damage for any System that is returned improperly packaged.
Other Shipping Precautions: Customer should not
send its manuals or any non-World Lasers supplied options with
the System. Prior to shipping, Customer must remove the
options and components from its System as instructed by the
technician.
Whole Unit Replacement
If the telephone technician determines that the
component of the defective System is one that is easily
disconnected and reconnected, such as a keyboard or monitor,
or if the technician determines that the System is one that
should be replaced as a whole unit, World Lasers reserves the
right to send Customer a whole replacement unit. If a service
technician delivers the replacement unit to Customer, Customer
must relinquish the defective System or component thereof to
the service technician. If Customer does not relinquish the
defective unit to the service technician as required above, or
if (in the event the replacement unit was not delivered in
person by a service technician) the defective unit is not
returned to World Lasers within ten (10) calendar days,
Customer agrees to pay World Lasers for the replacement unit
upon receipt of invoice. If Customer fails to pay such invoice
within ten (10) days after receipt, in addition to any other
legal rights and remedies available to World Lasers, World
Lasers may terminate this Service Description upon notice.
Parts Ownership
All service parts removed from Customer's System
become the property of World Lasers. Customer must pay World
Lasers at the current retail price(s) for any service parts
removed from the System and retained by Customer. World Lasers
use new and reconditioned parts made by various manufacturers
in performing warranty repairs.
Parts Stocked
World Lasers currently stocks parts in multiple
locations within the US. If a part that is needed to repair
Customer's System is not available from a World Lasers
facility near Customer's location and must be transferred from
another facility, it will be shipped using overnight delivery
at no additional cost to Customer. Spare parts provided under
this Service Description may be new, used or reconditioned.
Important Additional Information:
Renewal and Cancellation
Prior to the expiration of the Service term,
Customer may upgrade its Service Type or extend the term based
on available options then in effect in accordance with World
Lasers then-current procedures. Any upgrades will not apply to
conditions existing with the System prior to the effective
date of the upgrade. Customer may terminate this Service
Description by providing World Lasers with at least thirty
(30) calendar days written notice of Customer's decision to
terminate, however, if more than thirty (30) calendar days
have transpired for the current service year, World Lasers
will not issue a refund for that service year.
Transfer of Service Description
Subject to the limitations set forth in this
Service Description, Customer may transfer this Service
Description to a third party who buys Customer's entire System
before the expiration of the then-current service term,
provided Customer is the original purchaser of the System and
this Service Description, or Customer purchased the System and
this Service Description from its original owner (or a
previous transferee) and complied with all the transfer rules
set forth in this Service Description. A transfer fee may
apply.
Telephone World Lasers for an ownership
transfer:
Call (800) 648-5164 or 484-359-8906
Geographic Limitations
The Services described herein will only be
available to original purchasers of the System located within
the United States as determined by World Lasers, and to any
person who receives this Service Description through a
transfer from the original buyer in accordance with World
Lasers transfer procedures.
The Services may not be available in all
locations, and additional charges, terms, and conditions may
apply in certain locations. If Customer elects not to pay such
additional charge, World Lasers may change Customer's Service
Type to a Service Type that is available at such price or a
lesser price in such new location with no refund available.
Terms and Conditions
CUSTOMER'S SOLE AND EXCLUSIVE REMEDY AND WORLD
LASERS ENTIRE, COLLECTIVE LIABILITY IN CONTRACT, TORT OR
OTHERWISE, UNDER THIS SERVICE DESCRIPTION IS THE REPAIR OF THE
DEFECTIVE SYSTEM OR COMPONENTS IN ACCORDANCE WITH THIS SERVICE
DESCRIPTION.
World Lasers is pleased to provide the services
in accordance with this Service Description and the terms and
conditions of the World Lasers Services Agreement at
http://www.worldlasers.com/service_contracts.htm, or
Customer's separate signed agreement with World Lasers, as
applicable.
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