General Warranty Information
Texas Memory Systems offers a choice of three limited warranties for our products, summarized below. Please refer to your product's warranty documents for specific details.
Warranty Choices
All Texas Memory Systems equipment includes a warranty covering a set time period from the date of shipment. This warranty covers return-to-factory service for equipment that does not meet its published specification during normal operation. Damage due to external causes including, but not limited to, abuse, misuse, electrical power problems, or any usage not in accordance with specifications or instructions automatically voids the warranty. TMS ACCEPTS NO RESPONSIBILITY FOR ANY EXPENSES OR DAMAGES INCLUDING LOST REVENUE INCURRED DIRECTLY OR INDIRECTLY AS A RESULT OF DEFECTIVE TMS EQUIPMENT, OR FOR ANY EXPENSES INCURRED DIRECTLY OR INDIRECTLY WHILE THE EQUIPMENT IS BEING REPAIRED AT THE TMS FACTORY.
During the warranty coverage period, the customer may return defective equipment to the factory for repair or replacement. The customer is responsible for shipping the equipment back to the factory with a detailed description of the nature of the problem and the tests used to determine the failure. TMS will take all reasonable steps to repair or, at the discretion of TMS, replace the faulty equipment within ten working days of receipt.
Prior to returning any product, TMS must first authorize and issue a Return Material Authorization (RMA) number. Any item returned without an RMA number is subject to refusal. Freight collect or COD returns will be refused. To receive an RMA number, contact TMS customer service. When contacting TMS, please have the TMS part number, the serial number, and a detailed description of the problem. All returned goods must be shipped freight prepaid in the original boxes and packing materials with the TMS RMA number prominently displayed on the outside of each shipping container. Once TMS has issued the RMA, the items must be returned to TMS within thirty days, or else the RMA will be cancelled.
Telephone support is available for a period of five years after purchase during normal TMS business hours. Firmware and software updates are available at no cost.
The Texas Memory Systems Essential Warranty is an optional coverage available at additional cost which includes:
- All Return to Factory Warranty features
- Advanced parts replacement
- Next business day on-site support
Under the advanced parts replacement program, TMS will ship a replacement part to the install site for delivery the next business day if, in the judgment of TMS, an issue as described by the customer is the result of a defective part. TMS is not responsible for delays caused by international shipping or customs. Customers must notify TMS by 2:00 PM Central time (US) in order to guarantee next day shipping. The customer is responsible for shipping the defective part back to the factory no later than ten days after receipt of the replacement hardware. If TMS has not received the defective hardware after this time, the customer will be charged the full price of the replacement hardware. The customer is responsible for shipping costs.
In the event of a hardware failure, customers should call Texas Memory Systems technical support to receive assistance during standard business hours (9am-5pm CST). When necessary, the Essential Warranty also provides next business day, onsite service at the customer location Monday through Friday between the customer location hours of 9:00 a.m. and 5:00 p.m. Onsite service is only applicable to non-user replaceable components; on-site service does not cover software related issues. This plan does not include 24x7-telephone support; however, it can be purchased separately. Customers are not required to purchase a spares kit for this plan; however, it can be purchased separately.
The Texas Memory Systems Standard Warranty is an optional coverage available at additional cost which includes:
- All Return to Factory Warranty features
- Advanced parts replacement
- 24x7 Technical Phone Support
Under the advanced parts replacement program, TMS will ship a replacement part to the installation site for delivery the next business day if, in the judgment of TMS, an issue as described by the customer is the result of a defective part. TMS is not responsible for delays caused by international shipping or customs. Customers must notify TMS by 2:00 PM Central time (US) in order to guarantee next day shipping. The customer is responsible for shipping the defective part back to the factory no later than ten days after receipt of the replacement hardware. If TMS has not received the defective hardware after this time, the customer will be charged the full price of the replacement hardware. The customer is responsible for shipping costs.
In the event of a hardware failure, customers should call Texas Memory Systems technical support to receive assistance. Customers are not required to purchase a spares kit for this plan; however, it can be purchased separately.
The Texas Memory Systems Critical Warranty is an optional coverage available at additional cost which includes:
- All Return to Factory Warranty features
- Advanced parts replacement
- 24x7 4-hour response on-site support
Under the advanced parts replacement program, TMS will ship a replacement part to the install site for delivery the next business day if, in the judgment of TMS, an issue as described by the customer is the result of a defective part. TMS is not responsible for delays caused by international shipping or customs. Customers must notify TMS by 2:00 PM Central time (US) in order to guarantee next day shipping. The customer is responsible for shipping the defective part back to the factory no later than ten days after receipt of the replacement hardware. If TMS has not received the defective hardware after this time, the customer will be charged the full price of the replacement hardware. The customer is responsible for shipping costs.
Texas Memory Systems Critical Warranty adds the protection of onsite four-hour response, when necessary, at the customer location seven days a week. TMS provides Critical Warranty customers with a dedicated 800 number for 24/7 technical support 365 days a year. In the event of a failure, customer should call to receive immediate technical assistance from the TMS technical support line. Onsite service is only applicable to non-user replaceable components; onsite service does not cover software related issues. Customers must purchase a spares kit for items that will be maintained under the Critical Warranty. The spares kit does not contain all possible replacement parts for the unit. Parts that are not in the spares kit are sent under the terms of the advanced parts replacement program. The Critical Warranty may be purchased for the United States and most Western European countries.*
- *: please contact TMS for details about coverage areas.
Service Outside Warranty
Faulty equipment may be returned to the factory for repair up to five years after purchase with appropriate RMA. The customer is responsible for shipping the equipment back to the factory, together with a detailed description of the nature of the problem and the tests used to determine the failure. TMS will take all reasonable steps to repair or, at the discretion of TMS, replace the faulty equipment within thirty working days of receipt. Customers will be charged current list prices for replacement components plus an $800 repair fee. The customer is responsible for shipping the repaired or replaced equipment back. In an emergency, special arrangements may be negotiated subject to the availability of TMS resources and components. Subject to availability, TMS field service personnel will perform troubleshooting of equipment. For customers outside the Houston, Texas area, TMS will charge normal travel expenses for field service personnel, including airfares, hotel accommodation, per-diem meal allowance, and other out-of-pocket expenses related to travel or attendance at the customer site.
Right of Refusal Option
Some quotes from TMS may offer a Right of Refusal option. This must be explicitly listed on a TMS quote and is subject to the following terms.
A Product delivered under the right of refusal policy may have been returned from a previous right of refusal sale. You may return Products within 30 days after you receive it. To return Products, you must follow Texas Memory System’s return procedures, including obtaining a return merchandise authorization (RMA) and returning products within 7 days after you receive an RMA. SHIPPING & HANDLING FEES (INCLUDING RELATED SALES TAXES) ARE NOT REFUNDABLE. YOU ARE RESPONSIBLE FOR PRODUCTS UNTIL TEXAS MEMORY SYSTEMS RECEIVES THEM. YOU WILL BE CHARGED SHIPPING AND HANDLING AND WILL BE SUBJECT TO A RESTOCKING FEE DETAILED ON THE TMS QUOTE TO RETURN PRODUCTS. Returned products must be in the same condition as you received them. THIS RETURN POLICY IS NOT A WARRANTY. Purchased warranties begin once you agree in writing to accept the product.
