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| We suggest that you follow these steps to get save time and confusions: |
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If requesting assistance with a wrong or damaged shipment, please visit our "Standard Terms and Conditions of Sale" Section on instruction as how to receive/inspect the incoming shipment.
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If requesting assistance with a damaged or failed hardware part/component or software media; for which you may require a repair, replacement, loaner, return or have a simple warranty question; |
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Note: For both of the above, please locate your order number + system/part serial numbers (as applicable), read step #2 (as how to contact) and go to step #4 for instruction as how to receive a quick RMA number. |
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If requesting assistance with a part/component which is either mal-functioning or produces error OR a complete computer system or an subassembly which is either mal-functioning, produces error or failed; |
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Note: Please locate your order number + system/part serial numbers (as applicable), read step #2 (as how to contact) and go to step #3 for instruction as how to receive Technical Support. |
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| Alternating the system configuration/components/Cabling etc without the advise of Iron System's support staff voids the warranty of the affected parts/components, sub-assembly or computer system. Any sign of alternation and tampering will also void the standard warranty. |
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| While requesting help for assistance, customer can contact Iron System's Help-Desk in one of the following ways: |
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Contacting Via Email: Please email your support requests to support-at-ironsystems.com and customer service dept at rma-at-ironsystems.com |
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Contacting Via Phone: Please call us at: 408 943 8000 or 1-800-921-IRON. Standard working hours at M-F 8am to 5pm. We provide 24x7 telephone support to the customer who purchased of one of the special service plan options. |
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Contacting Via Web Form: Customers can request RMA numbers via an online RMA form; or fill in a support ticket request via an online Help-Desk form. |
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Walk-in for Depot Repair: Please call us first to schedule an appointment. |
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Requesting Onsite-Repairs: We provide a Class of on-site service plans. Please call us at 408 943 8000 or 1-800-921-IRON and we will assist you in returning the system to a stable stage; if not possible, we will dispatch an on-site service personnel to help fix the problem. |
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| Unlike other vendors, where you may be required to talk to a different support personnel every time you need support assistance; we at Iron take pride in providing you designated help so you get personal, responsible, productive and timely help. |
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| Our technical support engineer will open a trouble ticket and assist you in problem resolution. Normally the remote-hw/sw-diagnostic questions, software/system setup do not require any repair or replacement of physical parts; if so our technical support engineer will connect you with our customer service department, more details concerning the service process are described in following section. |
| Pursuant to the judgment of a techs support engineer and/or customer service rep and in accordance with our Standard Terms and Conditions of Sale and supplementary upgrade support packages. We will make every effort to expedite the shipping of repaired/replaced parts/system when necessary. |
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| Products requiring RMA number for possible Repair/Replacement should follow the instruction on how to send defective parts back to Iron Systems. All the relevant shipping+insurance charges on mission-critical components (such as cpu, motherboard, disk drive, memory and some of the qualified cards) within first 30 days from the original date of invoice would be paid by Iron Systems. |
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| Please read these RMA shipping instructions and carefully repackage the parts or system; make sure that RMA number is clearly visible on the outside of the shipping container and an RMA approval receipt is included with the shipment. Please note that shipments which received without proper instructions or RMA numbers my be returned without opening (as long as they are claimed with 3 working days from the date of initial receipt) or/and may become property of Iron Systems; and Iron Systems is not responsible or obligated to refund or replace such returned products (with or without pre-approval); receipt of shipment by Iron System will not transfer any obligation, responsibility or ownership to Iron Systems. An RMA number once issued is valid only 10 days, Iron System should receive the part/system within 10 days. |
| We value our relationship with our customers, if you are not completely satisfied with certain Iron Systems products you may return them to Iron Systems within 4-weeks of invoice date for a refund on the purchase price, less shipping and handling and a 15% restocking fee. Certain restrictions apply: |
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This return policy is applicable to products shipped within U.S. Only. |
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You must get a Credit Return Authorization number by first filling in http://www.ironsystems.com/rma.asp, and typing Problem description area as "return for credit". |
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Product must be received by Iron Systems within 1-week from the day, "Credit Return Authorization number" was issued. |
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Product must be returned to Iron Systems in its original packaging, in as-new condition, include a copy of the original invoice marked with RMA number, prepay shipping charges, insure the shipment (damaged or lost packages are treated entirely as shippers liability). Please return all the media, documentation, and misc items to avoid processing delays. |
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In addition to following restriction; Iron Systems at its discretion, may identify certain products that are not returnable (unless they are purchased under "Fixed Period Evaluation Terms and RMA number is issued prior to invoicing"). |
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Software Products, which are opened |
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High End Storage Products |
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Products which are not listed as standard products, and offered as special option and highly customized for a specific application on the request of customer. |
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Certain Enterprise Softwares. |
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Certain Enterprise Hardware Products with a single unit price tag of $7,500 and above. |
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| For parts which require a qualified advance replacement (lesser than 20 days lead time to get a part/system repaired from manufacturer, unless it is covered under standard or extended warranty service plan), when we ship the replacement, a corresponding invoice will be issued and billed/secured by a credit card and RMA number will be issued for the return of original defective part/system. |
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| Customer must send the original product back to Iron Systems within 10 working days and no credit for returned parts/system will be issued. Or, customer would receive a timely refund by the issuance of credit memo. |
| We extend technical support to our international customers via email. Special service plans may be available for a country of your residence, please inquire. |
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| All the international sales are final, replacement may be limited and only available on some of the pre-approved items. Customer will pay all the expenses associated with standard RMA process, including but not limited to shipping, insurance, custom duties and any other sale-surcharge policy which Iron System may have in place. |
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