Shop 2, 203 Moggill Rd, Taringa QLD 4068 Ph: (07) 3871 2502 Fax: (07) 3871 2503 E: Sales@Surpass.com.au
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Hardware Warranty
Warranty on Surpass Computers branded products (Surpass built systems only) is 24 months parts and RETURN TO BASE (RTB). Labour warranty includes: All labour for hardware upgrades, hardware installation, system reconfiguration, fault inspection. (This warranty does not cover any labour for software issues).
The option to upgrade the RTB warranty to On-site warranty is available. Cover must be taken out during the first month from the purchase date.
Return To Base Warranty Policy:
Surpass Computers does not provide FREE on-site warranty service, but out-bound computer service is available at $99.00 Inc. GST per hour. All RTB repairs are done in our well-equipped workshop in Taringa by fully trained staff. Free delivery (back to customer address) can be provided during the warranty period.
Warranty Cover on Surpass Computers Branded and Repairs under Licence Hardware:
These products are warranted for a minimum period of 12 months to be free from defects in materials and workmanship at the time of delivery. Surpass Computers will be under no liability for any defect arising from fair wear and tear, wilful damage, negligence, abnormal working conditions, failure to follow the original manufacturers instructions, misuse, unauthorised or accidental alteration of software or configuration, unauthorised alteration or repair of hardware. Charges may be raised for any faults, which at the discretion of Surpass Computers, fall outside the warranty cover. When charges are necessary replacement parts will be charged at manufacturers?list prices and labour will be charged at the prevailing hourly rate at $99 per hour. Repairs performed by Surpass Computers carry a 3-month parts and labour warranty.
“Other Third Party Hardware Warranty:
Other third party hardware sold by Surpass Computers, i.e. All name branded printers, scanners and monitors, carries a manufacturers?warranty of a minimum 12 months period. Warranty on these products is the responsibility of the manufacturer.
Telephone support On Surpass Computers Branded Hardware and Software:
Free telephone support is available for Surpass Computers branded hardware and software products during Monday to Friday from 9.00am to 5.30pm (except on public holidays) for the life of the product. The Technical Support telephone number is 07-38712502 (Extension 5) and will be connected to technical support, the E-mail address is support@surpass.com.au. Our support team may be busy on other calls, in which case you may be asked to leave a message. Please be patient, one of the team member will call you back as soon as they are free.
When you contact the Technical Support department you will be asked for your name, address, daytime telephone number and the serial number of the product. If you are registered on our database we will be able to identify the equipment you have and when it was purchased. This will enable us to deal with your call more swiftly. You will be asked to describe the problem and you may be asked to try out solutions or tests over the phone. If the problem cannot be resolved on the phone your equipment may need to be returned to us. Please do not return equipment to Surpass Computers without prior arrangement with a member of the Technical Support staff.
What to Send Back?
Our support staff will tell you exactly what you need to return, this will depend on the nature of the fault. For example, usually if a computer is faulty we would only require the main processing unit, if however the screen is blank then we would require the monitor as well. In case we need to re-install any software on a computer we will always require the master copies your Surpass Computers software, application software and operating system (usually Windows). You are strongly recommended to back up your data regularly, advice on the various methods of achieving this can be obtained from the Technical Support department. Generic cables such as power cables and communication cables are not required as these sometimes get mislaid and we normally have stock of such items.
Returning Equipment:
You will be given a returns number which should be clearly marked on the box when it is returned. This will enable us to quickly identify your equipment and speed up the repair process. Please enclose your name, address, daytime telephone number and a summary of the problem. You are strongly advised to retain the original packaging in which your equipment is delivered, in case it needs to be returned to us. If this is not convenient the equipment must be packaged securely to prevent damage in transit. Insurance claims will not be valid if goods are not appropriately packed.
Repair Turnaround Times:
We aim to return repairs as quickly as possible, for simple faults we sometimes are able to return them the same day they arrive at our workshop. However if the problem is intermittent or spare parts are required this can take longer. Our target is to turn around all repairs within a maximum of 10 working days. If the faulty item/s become obsolete or discontinued, i.e. we cannot replace such item with our current stock, we will have to send it back to the supplier/manufacturer and it may increase the turn around time.
Software Problems:
Surpass Computers gives no warranties with respect of any incompatibility, bugs, errors, viruses and all other software related problems. However, we will do our best to rectify the problems by giving you suggestions.
Current Specials
AUD $115.00
