Cybernet's Warranty Program

Cybernet Extended Warranty

With an extended warranty, you can add an extra layer of protection to our already industry-leading warranty term.

What the extended warranties do not cover

1. Any product on which the serial number has been defaced, modified or removed.
2. Damage, deterioration or malfunction resulting from:
1. Accident, misuse, neglect, fire, water, lightning, or other acts of nature, unauthorized product modification, or failure to follow instructions supplied with the product.
2. Repair or attempted repair by anyone not authorized by Cybernet.
3. Damage to or loss of any programs, data or removable storage media.
4. Software or data loss occurring during repair or replacement.
5. Any damage of the product due to shipment.
6. Removal or installation of the product.
7. Causes external to the product, such as electric power fluctuations or failure.
8. Use of supplies or parts not meeting Cybernet's specifications.
9. Normal wear and tear.
10. Failure of owner to perform periodic product maintenance as stated in User Guide.
11. Any other cause which does not relate to a product defect.
12. Damage caused by static (non-moving) images displayed for lengthy periods of time (also referred to as "burn-in").
13. Damage to, or abuse of, the coating on the surface of the display.
3. Removal, installation, and set-up service charges.
4. Extended warranties do not cover batteries. All batteries will have a one year warranty starting from the original ship date.

How to get warranty service

Cybernet's warranty support hours are Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time. If you are outside the United States or in a different time zone, you can begin the process of requesting warranty service via our support request form.

For information on obtaining warranty service, call your Cybernet dealer or Cybernet. Cybernet's Customer Support telephone number is 1-888-834-4577.

Request an RMA

To obtain warranty service, please contact Cybernet Customer Support for a Return Authorization number (RMA). You will be required to provide the following:

1. Valid Invoice Number
2. Your name and/or organization name
3. Your address
4. Your contact phone number
5. The serial number of the product
6. A description of the problem.

Domestic Shipping

Cybernet pays for domestic shipping in the USA. Our tech support department will arrange for a domestic shipping label to be sent to you. When the label is received, attach it to the product box and it will be picked up and returned to you after warranty service is completed.

Any products without a Return Authorization Number (RMA) will be refused.

Out of Warranty Repair

When your product falls out of warranty and service is needed, you must contact Cybernet technical support team and obtain a Return Authorization Number. Cybernet's out of warranty repairs are Flat Repair fees and vary by product model. A Cybernet technical representative can provide this information.

When out of warranty flat repair has been authorized, this includes all components and sub-assemblies including motherboard, display panel, hard drive and or any other parts & components. Out of warranty flat repair fees are subject to review of the device and do not include physical damage and are subject to additional charges. Products upon evaluation by Cybernet may be deemed "unrepairable" if there is excessive damage. In these circumstances, the customer is responsible for a $149 evaluation fee. Warranty on all repairs are 90 days from date of shipment from Cybernet repair facilities.

Shipping Costs

Cybernet is not responsible for shipping costs to and from Cybernet for out of warranty repairs.

Limitation of implied warranties

THERE ARE NO WARRANTIES, EXPRESS OR IMPLIED, WHICH EXTEND BEYOND THE DESCRIPTION CONTAINED HEREIN INCLUDING THE IMPLIED WARRANTY OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

Exclusion of damages

CYBERNET'S LIABILITY IS LIMITED TO THE COST OF REPAIR OR REPLACEMENT OF THE PRODUCT.

DAMAGE TO OTHER PROPERTY CAUSED BY ANY DEFECTS IN THE PRODUCT, DAMAGES BASED UPON INCONVENIENCE, LOSS OF USE OF THE PRODUCT, LOSS OF TIME, LOSS OF PROFITS, LOSS OF BUSINESS OPPORTUNITY, LOSS OF GOODWILL, INTERFERENCE WITH BUSINESS RELATIONSHIPS, OR OTHER COMMERCIAL LOSS, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

ANY OTHER DAMAGES, WHETHER INCIDENTAL, CONSEQUENTIAL OR OTHERWISE.

ANY CLAIM AGAINST THE CUSTOMER BY ANY OTHER PARTY.

Effect of local law

This warranty gives you specific legal rights, and you may also have other rights which vary from locality to locality. Some localities do not allow limitations on implied warranties and/or do not allow the exclusion of incidental or consequential damages, so the above limitations and exclusions may not apply to you.

Accidental Damage Protection Service

Cybernet is pleased to offer an Accidental Damage Protection (ADP) plan on our products.

For a one-time payment to Cybernet as specified in the quotation or invoice plus any applicable taxes for each unit, Cybernet will repair or replace the unit after it has been qualified by Cybernet. The length of the ADP plan will vary depending on customer requirement; however, length of ADP may not be longer than the warranty period.

You must provide a separate payment for each product supported by the ADP plan. For example, a medical grade keyboard purchased with an All-in-one (AIO) computer is not covered by the AIO system's ADP plan. Instead, the medical grade keyboard will each need their own ADP plan.

Parts Covered

Only the parts built-in or added at the original time of the ADP plan enrollment is covered, such as internal memory, LCD, cables, or motherboards. Parts that are considered "accessories" or "consumables" such as labels, batteries, memory cards, manuals, straps or any other parts/components requiring regular user maintenance are not covered.

ADP Enrollment Period

Cybernet allows customers to enroll in the ADP plan up to 30 days after the original invoice date; however, the customer must provide detailed photos of all sides of the specific product to prove there is no damage to the unit prior to the ADP plan enrollment. Once enrolled, the customer cannot file a claim for the first 30 calendar days.

Repairs

If Cybernet repairs your qualified supported product, you understand and agree that Cybernet may replace original parts with new or used parts from the original manufacturer, or a different one. Replacement parts will be functionally equivalent to the original parts. In our discretion, Cybernet may designate an affiliated company or contract with a third party to complete repairs on the supported product.

If Cybernet decides to replace the supported product rather than repair it, you will receive a product equivalent to or better than the supported product you originally purchased, as determined by Cybernet in our sole and reasonable discretion.

Number of Incidents

For any incident that Cybernet determines is eligible under the ADP plan, coverage is limited to one (1) qualified incident per twelve (12) month period commencing from the original invoice date of the ADP plan purchase on the specific supported product. The ability to submit an incident does not accumulate or carry over to any subsequent twelve (12) month period.

Coverage Limitations

The ADP plan only covers hardware. The ADP plan does not cover software.

The ADP plan covers reasonable accidental damage from:

• Liquid spilled on or in the unit.
• Drops, falls and other reasonable collisions.
• Damaged or broken LCD due to a drop or fall from up to 5 feet height to ground.

The ADP plan does not cover the following items and Cybernet is not obligated to repair or replace:

• Cosmetic damage such as scratches and dents as a result of the incident. Normal wear on the supported product is also not covered under the ADP plan.
• Any supported product that anyone other than Cybernet or a person(s) Cybernet designates has tried to repair. Cybernet will not reimburse for any repairs that you or another person make or attempt without the acceptance from Cybernet.
• Any damage in connection or result of incorrect or inadequate customer installation.
• Any damage due to unauthorized modifications without the prior written consent from Cybernet.
• Any supported product that is lost or stolen. To receive repair or replacement, you must return the damaged supported product to us in its entirety.
• Any damage caused by fire from an external source or that is intentionally damaged or damaged by misuse, abuse, failure to follow instructions provided with the supported product, or use of the supported product in an incorrect environment. If Cybernet finds evidence of intentional damage, misuse, abuse, failure to follow instructions, or use of supported product in an incorrect environment, we are not obligated to repair or replace the supported product.
• Any recovery or transfer of data on the supported product is your sole responsibility. It is your responsibility to complete the backup of all data prior to sending the supported product to Cybernet. Cybernet is not responsible to extract, backup, transfer, or install any data on a supported product. Cybernet may delete, wipe, and discard all data on the returned supported product.
• Any damages arising from "acts of god" or environmental conditions such as lightning, flooding, tornado, earthquakes, and hurricanes are also not covered by the ADP plan.
• Any damaged arising from "acts of war".
• Damage that occured during shipment.

How to get warranty service

Cybernet's warranty support hours are Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time. If you are outside the United States or in a different time zone, you can begin the process of requesting warranty service via our support request form.

For information on obtaining warranty service, call your Cybernet dealer or Cybernet. Cybernet's Customer Support telephone number is 1-888-834-4577.

Request an RMA

To obtain warranty service, please contact Cybernet Customer Support for a Return Authorization number (RMA). You will be required to provide the following:

1. Valid Invoice Number
2. Your name and/or organization name
3. Your address
4. Your contact phone number
5. The serial number of the product
6. A description of the problem.

Domestic Shipping

Cybernet pays for domestic shipping in the USA. Our tech support department will arrange for a domestic shipping label to be sent to you. When the label is received, attach it to the product box and it will be picked up and returned to you after warranty service is completed.

Any products without a Return Authorization Number (RMA) will be refused.

How to contact Cybernet for service

Please contact Cybernet customer service representative at support@cybernet.us.

You may also contact us via phone support at 1-888-834-4577, Option2.

Qualify the Unit for ADP Support

Cybernet will qualify the supported product by requiring the customer to speak with our customer service representative over phone or email first to get a summary of the incident. If the customer service representative determines the supported product could qualify under the ADP plan, Cybernet will arrange the return of the supported product back to Cybernet for qualification evaluation and repair, or the return of the disqualified unit without any repairs.

If a Product is Disqualified:

Once a product has been disqualified, Cybernet will null and void the remaining term of the ADP on the specific supported product since the product has been damaged beyond repair from an unqualified incident.

Cybernet is also not liable for any failure or delay in performance due to any cause beyond our control.

Information Needed by Customer Support

Please note that the customer service representative will ask a series of questions to assess the extent and cause of damage to the supported product. These diagnostic and troubleshooting steps may require more than one call or an extended session, and you may be asked to access the inside of your supported product where safe to do so.

If your issue is covered by the ADP plan and that issue is not resolved remotely, then, at our discretion following completion of remote diagnosis or troubleshooting, the technician may send you a replacement part for you to install on the supported product.

Out of Warranty Repair

When your product falls out of warranty and service is needed, you must contact Cybernet technical support team and obtain a Return Authorization Number. Cybernet's out of warranty repairs are Flat Repair fees and vary by product model. A Cybernet technical representative can provide this information.

When out of warranty flat repair has been authorized, this includes all components and sub-assemblies including motherboard, display panel, hard drive and or any other parts & components. Out of warranty flat repair fees are subject to review of the device and do not include physical damage and are subject to additional charges. Products upon evaluation by Cybernet may be deemed "unrepairable" if there is excessive damage. In these circumstances, the customer is responsible for a $149 evaluation fee. Warranty on all repairs are 90 days from date of shipment from Cybernet repair facilities.

Shipping Costs

Cybernet is not responsible for shipping costs to and from Cybernet for out of warranty repairs.

Limitation of implied warranties

THERE ARE NO WARRANTIES, EXPRESS OR IMPLIED, WHICH EXTEND BEYOND THE DESCRIPTION CONTAINED HEREIN INCLUDING THE IMPLIED WARRANTY OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

Exclusion of damages

CYBERNET'S LIABILITY IS LIMITED TO THE COST OF REPAIR OR REPLACEMENT OF THE PRODUCT.

DAMAGE TO OTHER PROPERTY CAUSED BY ANY DEFECTS IN THE PRODUCT, DAMAGES BASED UPON INCONVENIENCE, LOSS OF USE OF THE PRODUCT, LOSS OF TIME, LOSS OF PROFITS, LOSS OF BUSINESS OPPORTUNITY, LOSS OF GOODWILL, INTERFERENCE WITH BUSINESS RELATIONSHIPS, OR OTHER COMMERCIAL LOSS, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

ANY OTHER DAMAGES, WHETHER INCIDENTAL, CONSEQUENTIAL OR OTHERWISE.

ANY CLAIM AGAINST THE CUSTOMER BY ANY OTHER PARTY.

Effect of local law

This warranty gives you specific legal rights, and you may also have other rights which vary from locality to locality. Some localities do not allow limitations on implied warranties and/or do not allow the exclusion of incidental or consequential damages, so the above limitations and exclusions may not apply to you.