Repairs

All Vocality hardware and software comes with a 12 month warranty from the date of purchase.· Once this warranty is expired, in order to continue to receive repairs you have the option to purchase a Gold Service Package.

For equipment not covered by warranty or a gold service package, Vocality offers a single price for repairs. ·A minimum rate of £250 (or local equivalent) will be charged which covers the receipt of goods, fault finding and ultimate return of the equipment. Subsequently, a fixed price of 50% of the list price of the equipment will be charged for the repair. This pricing is in line with other manufacturers but it also emphasises the need to get equipment covered, so maintenance of operational equipment can be pre-budgeted.

	No Warranty or Service Package [-]	In Warranty [-]	Bronze Service Package [-]	Silver Package [-]	Gold Package [-]
Investigation fee	£250 (or local equivalent)		£250 (or local equivalent)	£250 (or local equivalent)
£250 or local equivalent fee to investigate the nature of the fault.
Chargeable Repair Fee	50% of list price of equipment.	None	50% of list price of equipment.	50% of list price of equipment	No Fee
Charged at 50% of the list price of the device being repaired.
Target Turnaround	Within 8 weeks of receipt.	Target 10 Working Days Europe or 20 Working Days International	Target 30 Days Europe or 45 Days International	Target 30 Days Europe or 45 Days International	Target 10 Working Days Europe or 20 Working Days International
Example One - V25	£875	No Fee	£875	£875	No Fee
Example Two - Quad Data Card	£1,500	No Fee	£1500	£1,500	No Fee
Example Three - Simulator 3	£1,999	No Fee	£1999	£1,999	No Fee

Step One

Contact Vocality technical support to run through telephone diagnosis to confirm the warranty status of the unit. If the unit is in warranty, support will confirm whether a repair is required and if so, and RMA number will be issued.

Step Two

If out of warranty, the customer has at this moment the ability to purchase a Gold Service Package for the unit which will provide support, software upgrades and hardware repairs free of charge. If a repair is required and the Gold Service Package has been taken, an RMA number will be used.

Step Three

If a repair is required and a Gold Service Package was not accepted then a quotation will be issued detailing the cost of the repair. Once the PO has been supplied to cover the cost of the repair, and RMA number is issued. Then simply return the unit stating the RMA number for investigation and repair.

Step Four

You will receive a repair report outlining the fault that was found and the steps that were taken to repair the unit.

Finally, we may need to charge extra (based on Vocality's regular hourly rates) for the repair. These incidences are, for example, equipment being struck by lightning or power surge, equipment being physically damaged or clearly misused, or if repairs are going to take more than 10 hours because of the extent of the damage.