Warranty

International Branded Products

ASI works with many international brand name products. The warranty applicable to these 3rd party products is specified by the manufacturer locally and internationally. It is advisable to check each manufacturer’s individual warranty conditions when purchasing or claiming warranty. Many Vendors’ web sites carry relevant warranty information.

ASI Branded Products

ASI supplies ASI Branded products. The warranty covers only products supplied by ASI as per the original invoice. These products may cover Servers, Personal Computers, Notebooks, Netbooks and Monitors.

The warranties vary for each product and these are explained under each product category.

ASI directly manages all ASI warranty claims. It is advisable to check the type of warranty you have purchased before seeking service as there are many options offered. ASI reserves the right to decide whether it will repair or replace a defective item, and that where ASI opts to replace an item the replacement shall be functionally like for like or better.

Process to seek warranty for any ASI product

Call Customer Service through the Service Desk.

Our National Australian Service Desk is located at our head office in NSW and can be contacted between M – F (8:30am to 5:30pm SYDNEY LOCAL TIME- excl. NSW Public Holidays).
Phone: 02 9384 8080 or 1300 130 837 (for callers outside of Sydney)
Fax: 02 9666 5460
Email: assist@asi.com.au

Extended support hours are optionally available 24 x 7 to Contract customers only.

If you want to log a service call after hours for the next working day and are NOT under a weekend service contract, please contact the Service Desk via fax or email as above and we will respond next business working day.

Information required when you contact Customer Service (Service Desk)

Provide the following information to them where possible:
1. Your Account Name / Number
2. Contact Name and Number
3. Invoice Number
4. Product Name and Serial Number
5. Fault Description
6. Location Details and contact there, if service is required

Service Request Forms are available on this page -> Go back to the Support page to download the forms

Return Service Job to this Service Return Address:

ASI Solutions, Lakes Business Park, 8 Lord St, Botany, NSW. Australia
Service Workshop
Service Job Number XXXXTBA
If returning to nearest ASI office, check the ASI web site for address information.

Warranty Geographical Coverage

ASI also offers on-site service options across Australia within 50km of the nearest ASI service centre across Australia. Options for New Zealand and Pacific Islands are available.

Where there are special agreement/exceptions for warranty on computer systems the Vendee and ASI Solutions will agree to these warranty terms and conditionFH3s through contracts/ special agreements. There are many extended warranty options for 2nd, 3rd and 4th year with on-site options offered to key clients in government and corporate contracts.

Where stipulated according to contract or invoice, warranty may be extended.

Other Associated products

Monitors, printers, USB sticks and other associated products – carry original manufacturer’s warranty. It is to be noted that certain manufacturers offer extended warranties for different products.

This must be purchased at the time of original invoice and must be activated as per original manufacturer’s policy. ASI bears no liability if the client does not activate as per manufacturer’s warranty policy.

Reseller’s Warranty

Where Product is sold by the reseller as principal the reseller has no authority from the Company to give any additional warranty or guarantee on the Company’s behalf except as contained or referred to in this document. All items carry warranty activated at time of invoice/lease notification to the invoiced Vendee.

These warranty periods may vary dependent upon contractual obligations or other warranty agreements. If goods are under warranty, repair or replacement of the item shall be at ASI Solutions discretion.

Return – Courier

All goods being returned to ASI Solutions are to be sent at the Vendee’s expense.

Risk lies with the Vendee till goods are received by ASI. However goods purchased from ASI and repaired or replaced under warranty shall be returned to the customer at our expense via the courier of our choice, where goods were purchased directly from ASI Solutions.

Packaging

Goods being returned to ASI or the ASI service agent must be returned in packaging that will prevent damage in transit. ASI will not be liable for goods that are damaged in transit due to inadequate packaging. ASI will advise client if goods are damaged within 48 hours.

Fault Free Warranty Claim

Goods that are found to be fault free will be returned to the customer at their expense and may attract a service fee of $45 ex GST depending on the item.

Non-Warranty Service Call

ASI will advise client if there is a service problem that is not an ASI Product related service matter for example a virus problem is evident. ASI will commence chargeable repair once service job charge is accepted by client.

ASI Server Warranty

ASI Server Warranty For ASI Server products – ASI offers many support options that are available at the time of purchase. The warranty purchased will have specific response times and scope.

It is recommended that ASI Servers only be purchased with On-Site Warranty . There are various options offered for actual response times.

The warranty contract must be purchased at time of invoice. ASI may agree to offer warranty upgrades during the life of a product. Warranty covers parts and labour as supplied on the original invoice and is limited to standard components in the ASI Server chassis. This does not include non-standard products specifically added to a customer specification, example nominated tape drives, non-standard RAID controllers and non-standard hard drives. These are covered by the original manufacturer’s warranty unless specifically agreed to by ASI for that server build only.

ASI is not responsible for data migration/ back up of data or reloading of software applications in the event of a warranty claim.

The purchased warranty does not cover external devices. These are covered by the original manufacturer’s warranty.

Options for other warranty time periods may be offered. Please ask sales.

(a) Parts used in the repair of ASI systems come from Service stock and as such may or may not be brand new.

(b) If replacement parts are unavailable then ASI can use at its discretion other comparable parts.

On-Site Service for ASI Servers only

The service is offered only after a service call has been logged and allocated by the ASI Service Desk.
Contact:
1. Ph: 02 9384 8080 or 1300 130 837 (for callers outside of Sydney)
2. Fax: 02 9666 5460
3. Email: assist@asi.com.au

The service is available within 50km* of an ASI office location or within 50km of an authorised ASI service centre.

It is available from 9 to 5pm M-F Business Days only.

ASI Solutions is happy to offer a service solution that meets other business requirements up and including 7x24x365 under as part of a specific contract agreement. Where possible in metro locations – service is generally next business day subject to parts availability. Note: regional and remote locations are Next Business Day after the arrival of parts at the service location.

In the case of parts considered to be “user installed” parts such as monitor, mouse, keyboard – a courier may deliver product as part of the on-site service. *Additional charges: ASI will not be responsible for additional charges if the customer is beyond the previously stated service radii. In general service outside the stated service radii are Return to Base. Unless otherwise agreed prior to shipment, freight costs from the service location to the nearest ASI Solutions office shall be to the customer’s account and freight from the ASI Solutions’ office to the service location shall be to ASI Solutions’ account. Alternatively on site support may, at ASI Solutions sole discretion, still be offered, however, all travel / accommodation/ service charges must be paid by the client or as alternate contract agreement T&Cs state.

Please review entire Warranty Document for more Information

ASI Personal Computer Warranty

ASI Solutions will provide as standard one (1) year RTB warranty from date of invoice of new ASI computers systems.

RTB warranty in this case means return to the nearest ASI Solutions’ state office. All freight from the service location to the ASI State office shall be to the customer’s account. Return freight costs from the ASI Solutions State office to the service location shall be to ASI Solutions’ account.

On-Site Service: Ask about many other options for extended warranties. These options are chargeable, this must be purchased at the time of original invoice.

Service Desk support is offered on normal business days during normal business hours 8:30am to 5:30pm SYDNEY LOCAL TIME Sydney local time.

Contact Service Desk:
1. Ph: 02 9384 8080 or 1300 130 837 (for callers outside of Sydney)
2. Fax: 02 9666 5460
3. Email: assist@asi.com.au

Warranty covers parts and labour as supplied on the original invoice and only covers those components within the ASI desktop case itself and monitor. It does not cover customer specified non standard components, for example enhanced graphic cards, non standard power supplies and hard drives, tape drives, USB sticks etc.

These are covered by the original manufacturer’s warranty. It does not cover external devices except the monitor.

ASI is not responsible for any loss, corruption or the restoration of data that may occur or become necessary as a result of the work done to fix the computer. ASI Solutions is responsible for restoring the machine back to its “AS Built” condition and is not responsible for the reloading or restoration of any additional applications or software not on the machine at the time of delivery.
Options: ASI offers a range of extended warranties, refer customer support window on www.asi.com.au.

(a) Parts used in the repair of ASI systems come from Service stock and as such may or may not be brand new.
(b) If replacement parts are unavailable then ASI can use at its discretion other comparable parts.

On-Site Warranty for ASI Personal Computers only

This must be purchased at the time of invoice. The service is offered only after a service call has been logged and allocated by the ASI Customer Service Desk.

Contact:
1. Ph: 02 9384 8080 or 1300 130 837 (for callers outside of Sydney)
2. Fax: 02 9666 5460
3. Email: assist@asi.com.au

The service is available within 50km* of an ASI office location or within 50km of an authorised ASI service centre. We should consider 100km from an ASI office and 50km from a service agent. 50kms from Botany will excise some parts of what is customarily considered Metropolitan Sydney and the same may hold true in other capital cities as well.

It is available from 9 to 5pm M-F Business Days only.

ASI Solutions is happy to offer a service solution that meets other business requirements up and including 7x24x365 under as part of a specific contract agreement.

Where possible in metro locations – service is generally next business day subject to parts availability. Note: Regional and remote locations are Next Business Day after the arrival of parts at the service location.

In the case of parts considered to be “user installed” parts such as monitor, mouse, keyboard – a courier may deliver product as part of the on-site service.

*Additional charges: ASI will not be responsible for additional charges if the customer is beyond the previously stated service radii. In general service outside the stated service radii are Return to Base. Unless otherwise agreed prior to shipment, freight costs from the service location to the nearest ASI Solutions office shall be to the customer’s account and freight from the ASI Solutions’ office to the service location shall be to ASI Solutions’ account. Alternatively on site support may, at ASI Solutions sole discretion, still be offered, however, all travel / accommodation/ service charges must be paid by the client or as alternate contract agreement T&Cs state.

In the case of parts considered to be “user installed” parts such as monitor, mouse, keyboard – a courier may deliver product as part of the on-site service.

*Additional charges: ASI will not be responsible for additional charges if the customer is beyond the 50Km radius. All additional travel / accommodation/ service charges must be paid by the client or as contract agreement T&Cs state.
(a) Parts used in the repair of ASI systems come from Service stock and as such may or may not be brand new.
(b) If replacement parts are unavailable then ASI can use at its discretion other comparable parts.

Please review entire Warranty Document for more Information.

ASI Notebook Warranty

ASI Solutions will provide as standard one (1) year RTB warranty on new ASI notebook systems.

On-Site warranty: Ask about many other options for extended warranties.* These options are chargeable. This must be purchased at the time of original invoice. Notebook (Service Desk) support is offered on normal business days during normal business hours 8:30am to 5:30pm SYDNEY LOCAL TIME.

Warranty covers parts and labour as supplied on the original invoice and only covers those components within the ASI notebook itself. *Notebook batteries are warranted for 1 year only, regardless of the length of the notebook warranty.

It does not cover customer specified non standard components, for example enhanced graphic cards, non standard power supplies and hard drives, tape drives, USB sticks etc. These are covered by original manufacturer’s warranty.

Options: ASI offers a range of extended warranties:
(a) Parts used in the repair of ASI systems come from Service stock and as such may or may not be brand new.
(b) If replacement parts are unavailable then ASI can use at its discretion other comparable parts.

On-Site Warranty for Notebooks only

This must be purchased at the time of invoice. The service is offered only after a service call has been logged and allocated by the ASI Customer Service Desk.

Contact:
1. Ph: 02 9384 8080 or 1300 130 837 (for callers outside of Sydney)
2. Fax: 02 9666 5460
3. Email: assist@asi.com.au

The service is available within 50km* of an ASI office location or within 50km of an authorised ASI service centre. We should consider 100km from an ASI office and 50km from a service agent. 50kms from Botany will excise some parts of what is customarily considered Metropolitan Sydney and the same may hold true in other capital cities as well.

It is available from 9 to 5pm M-F Business Days only.

ASI Solutions is happy to offer a service solution that meets other business requirements up and including 7x24x365 under as part of a specific contract agreement. Where possible in metro locations – service is generally next business day subject to parts availability. Note: Regional and remote locations are Next Business Day after the arrival of parts at the service location.

In the case of parts considered to be “user installed” parts such as monitor, mouse, keyboard – a courier may deliver product as part of the on-site service. *Additional charges: ASI will not be responsible for additional charges if the customer is beyond the previously stated service radii. In general service outside the stated service radii are Return to Base. Unless otherwise agreed prior to shipment, freight costs from the service location to the nearest ASI Solutions office shall be to the customer’s account and freight from the ASI Solutions’ office to the service location shall be to ASI Solutions’ account. Alternatively on site support may, at ASI Solutions sole discretion, still be offered, however, all travel / accommodation/ service charges must be paid by the client or as alternate contract agreement T&Cs state.

Please review entire Warranty Document for more Information

ASI Monitor Warranty

ASI Solutions will provide as standard a three (3) year On-Site warranty on ASI monitors. The service is available within 50km* of an ASI Office Location or within 50km of an authorised ASI service centre.

Monitor (Service Desk) support is offered on normal business days during normal business hours 8:30am to 5:30pm SYDNEY LOCAL TIME.

Warranty covers parts and labour as supplied on the original invoice.
(a) Parts used in the repair of ASI Monitor /systems come from Service stock and as such may or may not be brand new.
(b) If replacement parts are unavailable then ASI can use at its discretion other comparable parts.

On-Site Warranty for ASI Monitors only

If you experience a problem call the Service Desk and log a service request. You will be allocated a service job number by the ASI Service Desk.

Contact:
1. Ph: 02 9384 8080 or 1300 130 837 (for callers outside of Sydney)
2. Fax: 02 9666 5460
3. Email: assist@asi.com.au

The service is available within 50km* of an ASI office location or within 50km of an authorised ASI service centre. We should consider 100km from an ASI office and 50km from a service agent. 50kms from Botany will excise some parts of what is customarily considered Metropolitan Sydney and the same may hold true in other capital cities as well.

It is available from 9 to 5pm M-F Business Days only.

ASI Solutions is happy to offer a service solution that meets other business requirements up and including 7x24x365 under as part of a specific contract agreement. Where possible in metro locations – service is generally next business day subject to parts availability. Note: Regional and remote locations are Next Business Day after the arrival of parts at the service location.

*Additional charges: ASI will not be responsible for additional charges if the customer is beyond the previously stated service radii. In general service outside the stated service radius are Return to Base. Unless otherwise agreed prior to shipment, freight costs from the service location to the nearest ASI Solutions office shall be to the customer’s account and freight from the ASI Solutions’ office to the service location shall be to ASI Solutions’ account. Alternatively on site support may, at ASI Solutions sole discretion, still be offered, however, all travel / accommodation/ service charges must be paid by the client or as alternate contract agreement T&Cs state.

ASI LCD Pixel Policy

A normal characteristic of TFT LCD technology may be a small number of defective pixels. Details of the acceptable number of defective pixels can be found on the ASI Computers web site.

Please review entire Warranty Document for more Information.

DOA (Dead On Arrival) Product Warranty

For International Branded Products only DOA procedures do vary depending on the manufacturer of the product. Please check the manufacturers’ web sites for this information. For non – ASI warranty please contact the manufacturer in Australia directly. It is the original manufacturer of the product who carries and determines warranty coverage in Australia.

For ASI Branded Products only ASI DOA Policy for PC and Notebook only:
1) DOA (Dead On Arrival) period is 1 month from the invoice date for ASI labelled products (as was invoiced originally).
2) DOA also applies to ASI PC’s that have a continual fault that ASI cannot repair.
3) DOA also applies to ASI PC’s that have the same fault three times within the same year.

For the first 3 faults within the first month, ASI will repair the PC rather than exchange product. Any variances to this will need to be approved by the National Services Manager.

If there is a fourth fault within the first month ASI will consider replacing the PC. The National Services Manager will need to approve the replacement.

ASI DOA Policy for ASI Monitor only:
1) DOA period is 1 month from the invoice date for ASI labelled products (as was invoiced originally).
2) DOA also applies to ASI Monitors that have a continual fault that ASI cannot repair.
3) DOA also applies to the same fault occurring three times within the same year.

For the first 3 faults within the first month, ASI will repair the Monitor. Any variance to this will need to be approved by the National Services Manager.

If there is a third fault within the first month ASI will consider replacing the Monitor. The National Services Manager will need to approve the replacement.

Please contact ASI Customer Service Department (ServiceDesk) for details for ASI products.

Exclusions under Warranty

ASI Solutions will not be liable for loss of data, incidental and/or consequential damage caused by the use of their products. This includes any loss of data resulting from equipment failure. It is the Buyer’s responsibility to ensure adequate back-ups are taken regularly. ASI Solutions will not be liable for time lost in downtime or subsequent labour charges caused by equipment failure or integration.

ASI Solutions will not cover under warranty any item that has been mishandled, returned inadequately packed and/or otherwise interfered with by non-authorised personnel. The removal of any serial numbers, factory seals and/or warranty stickers will void warranty. Manufacturers’ charges related to voided time delays, handling warranty items shall be borne by Vendee. ASI Solutions will not repair under warranty, damage caused by operation outside of designed working and storage environments, power surges, fluctuations and interference, and external peripheral devices.

The Company accepts no additional liability pursuant to this warranty for the costs or travelling, insurance or transportation of the Product or parts to and from the service agent or reseller. These costs are not included in this warranty.

Accessories

Where an accessory or expansion item has the potential to negatively impact the warranty repair process, it may be necessary that any accessory or expansion item not warranted by ASI Solutions be removed before presenting the Product for service. Products presented with accessories or expansion items not under warranty by ASI Solutions may be returned unrepaired at the discretion of ASI Solutions or its Authorised Service Centres. The company will endeavour to discuss with the customer prior to any action being taken as a customer service.

Technical Advice

ASI Solutions shall at all times offer advice or assistance in regards to product specification, performance and implementation. Such assistance is given without liability on ASI Solutions’ side and is offered in good faith as a customer service. Whether information is offered through verbal or other media, ASI Solutions accepts no liability.

Product Return Acceptance

All goods being returned to ASI Solutions are to be sent at the Vendee’s expense. Risk is carried by the Vendee till signed for by the Vendor.

Goods that are found to be fault free will be returned to the customer at their expense and may attract a service fee of $45 depending on the item.

Product Recovery CD-ROM Warranty

Please read the following information carefully regarding your ASI Solutions supplied Product Recovery CD-ROM:

  • Microsoft has changed the way Original Equipment Manufacturers (OEMs), like ASI Solutions, distribute Operating System Backup Media. OEMs must now supply their own backup media – Not the Microsoft branded Operating System CDs.
  • The ASI Solutions supplied Operating System CD is called ASI Solutions Product Recovery CD-ROM.
  • The content of the Product Recovery CD is similar to the original Microsoft branded CDs, but with several features that are intended to make Windows re-installation easier for you.
  • The set-up program on the ASI Product Recovery CD-ROM will carry out an automated and uninterrupted fresh installation of the Windows Operating System on your system, any previous settings and data will be deleted from the Hard Drive.
  • It is therefore essential that you ensure your data are properly backed-up before using the ASI Solutions Product Recovery CD-ROM to re-install the Windows Operating System.

ASI Solutions will not be liable for loss of data, incidental and/or consequential damage caused by the use of their products. This includes any loss of data resulting from equipment failure. It is the Buyer’s responsibility to ensure adequate back-ups are taken regularly. ASI Solutions will not be liable for time lost in downtime or subsequent labour charges caused by equipment failure or integration.

Acceptance

The placing of an order upon ASI Solutions shall be deemed as acceptance of these Terms and Conditions whether the order is placed verbally, through the Internet, fax mail or email.

PLEASE NOTE: When you visit the ASI site, you accept this current dated T&C version.

To start a conversation about your requirements, call us on 1300 732 930 or request a quote below.

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