1Yr Gold Service Expressed Warranty and Service Agreement

ITC Mobile Computing (ITC) warrants its products (notebooks and pre-installed software) to be free from defects in materials and workmanship for a period of 12 months from the date of purchase.

Implied Warranty
The Trade Practices Act(1974) implies warranties and conditions into consumer contracts. These warranties and conditions are independent and are not affected by the warranty offered by ITC as outlined in this document.

Extent of Warranty
This warranty covers all components purchased from ITC except for batteries – see below. During this warranty period ITC will, at their discretion, repair or replace components of the defective product. This warranty does not cover damage or failure due to external causes such as lightning and power surges, fire, abuse or misuse, operating outside of prescribe environments, problems arising from integration of products not supplied by ITC and servicing from technicians not authorised by ITC.
ITC will not be liable in any way for the loss or damage arising from the use of their products.

Warranty Service Guarantee and Immediate Repair Policy
ITC offers an onsite pickup warranty Australia wide for all notebook computers (including notebook ac/dc adapters but not including notebook accessories such as notebook car adapters, USB adapters etc) sold through ITC authorized channels. This does not cover accessories sold by ITC which are not Every ITC notebook is guaranteed an immediate exchange replacement (DOA Exchange) for products defective within the first 14 days of warranty. Following the first 14 days of warranty, ITC is committed to immediate repair/replacement turnaround. This repair time does not include delivery time to and from ITC’s service headquarters. If ITC is unable to meet this commitment due to unforeseen circumstances a loan unit will be arranged, free of charge, for temporary use whilst the defective product remains in service. ITC reserves the right to exclude products with intermittent faults to be eligible for DOA or immediate repair.

Intermittent Faults
Intermittent faults are faults that cannot be readily reproduced or only surface after an undeterminable amount of time. Therefore, it is impossible for ITC to rectify a problem without seeing it actuate and then knowing its cause. However ITC will still treat the repair with the highest level of priority and will endeavor to repair your product in the shortest period of time. This may invariably mean your notebook will not be repaired inside of ITC’s Immediate Repair Policy. When contacting ITC with an intermittent fault, please be detailed with your knowledge of how predictable the fault is. Under what conditions or modes of operation could best produce the fault and be accurate with what the longest time would be before the fault would definitely be produced. Your objective is to provide detail in such a way that a service technician can adequately simulate the mode of use and the conditions it is used under in order to produce the fault. ITC reserves the right to take up to twice the time specified to produce the fault in order to repair it. Please bare in mind that if ITC cannot reproduce the fault within the time specified, then ITC may assume there is no fault and return the unit without repair.

DOA Exchange Procedure
Please call (08) 9486 7166 and speak to a ITC Service Technician. A Service Application form will be sent via your nominated format. Upon receiving your signed agreement an ITC service representative will be dispatched immediately, upon notification, to your nominated address*1 to make the exchange (Perth Metropolitan area only). If you are outside of Perth, you have the option to have the replacement product sent to you by overnight express courier by offering a credit card as security. An ITC Service Technician will guide you over the phone on how to replace your hard disk drive. All freight costs will be borne by ITC. Please note:
1. ITC cannot replace a notebook under DOA conditions if your notebook is physically damaged in any respect. This includes scratches, dents, cracks, abrasions and stains.
2. DOA Exchange only applies to ITC notebook chassis. That is, the screen, motherboard or internal modem.

On-Site Pickup Warranty Procedure
Please call (08) 9486 7166 and speak to an ITC Service Technician. A Service Application form will be sent via your nominated format. Upon receiving your signed agreement an empty box with a return prepaid freight label will be delivered to your nominated address*1 for you to place your notebook and return to ITC’s Service Division. Following ITC’s immediate repair commitment, your unit will be promptly returned via the same shipping method. All freight costs will be borne by ITC. If upon any such possibility that a repair cannot be made in accordance with our commitment, ITC will issue a loan unit to be used during the period of the repair.

Free Phone Support
Please call (08) 9486 7166 for free phone support concerning any software preloaded on your notebook system including drivers and utilities associated with devices or hardware bought from ITC. ITC guarantees an ITC Service Technician will be available for telephone support within 5 minutes of making contact to ITC or within half an hour of leaving a message for a service representative to return your call. You will be speaking with a technician fully versed and trained only in mobile computing technology, minimizing your time wasted on the phone. The frequency of phone support calls falls under standard practices and policies of fair use.

Special Conditions for Notebook Batteries
Notebook batteries are considered consumable items and will reduce in operational life over time. ITC considers a notebook battery defective if it is only sustains an operational time greater than 30 minutes and less than 1 hour during the warranty period. It is very important to note that notebook batteries are still susceptible to overcharging causing cell damage. In order to preserve the maximum use of your battery, do not continue to charge the battery once it has reached 100% capacity.

Special Conditions for “Burnt Pixels” on Notebook LCD Screens
Currently production technology does not guarantee LCD Screens can be produced without defective or “burnt” pixels. These pixels are described as “dots” or pin-head sized discolorations on your notebook screen as they do not have the ability to display the correct colour your notebook intends. ITC considers any amount of burnt pixels greater or equal to six, dispersed over the LCD, to be warrantable and any amount of burnt pixels greater or equal to three clustered (within 1.5mm radius) together to be warrantable. However, due to the often misunderstood nature of this issue and ITC’s focus on delivering the highest levels of customer satisfaction, ITC will replace an LCD screen with even one “burnt” pixel. However, since this is an industry wide issue, ITC will only perform this procedure once with the understanding that the customer clearly understands and recognizes it is not an obligation of ITC to repair it under warranty or that it is a manufacturing defect. The cost of freight or responsibility of transporting the notebook to and from ITC’s repair facility will be borne by the customer. Please note ITC will need to be notified within 7 days of purchase for this claim to be valid.

*1 ITC uses Australian Air Express (Ph 131213) for all courier needs to and from it’s repair centre. AAE coverage in Australian includes all Australian capital cities, most major town areas and some minor town areas. Australian Air Express’s service coverage is the widest in Australia. If you are located in an area (normally a remote location) not covered by Australian Air Express, you may choose at your own risk, to lodge your parcel at a local Australia Post Office. ITC will not be held liable for damages, loss or delay (sometimes up to 2 weeks) resulting from a lodgment at an Australia Post Office. ITC requests that the customer clearly makes a careful decision between convenience and risk.