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Limited Warranty - Total Recall VR

Prolancer provides the highest quality post-sales service to our channel partners and clients. Our support team is staffed by highly qualified, talented and dedicated engineers who are committed making your Total Recall VR deployment as straightforward as possible, and who constantly strive to improve the functionality of your system.

All new Total Recall VR systems, and new spare parts acquired at the time of a system purchase, include a 25 month back-to-base hardware warranty. However some clients prefer to retain a factory warranty for a longer period of time, up to 5 years. Our extended warranty program is the perfect solution for clients who wish to extend their peace-of-mind.

LIMITED PRODUCT WARRANTY

1. LIMITED PRODUCT WARRANTY

Prolancer warrants to Reseller that the Prolancer Products conform in all material respects to the end user documentation provided with the Products and that the hardware components of the Products will be free from defects in materials and workmanship for the duration of the standard warranty period after the shipping date of the Products to the Reseller.

The standard warranty for all new Prolancer Products is 25 months from the shipping date from Prolancer. Spare parts purchased at the time with the Prolancer Products have same warranty, 25 months from shipping date from Prolancer.

The standard warranty of Prolancer Products can be extended to 5 years at any time during the first 25 months. The same applies to spares purchased at the time of Prolancer Product purchase.

Parts that are purchased and/or used for repairs of Prolancer Products have 3 months warranty or the reminder of the (extended) warranty period of the Prolancer Products that they are used for, whichever is longer.

Parts that are purchased and/or used to upgrade Prolancer Products:

  1. If the Prolancer Product is covered by standard 25 month warranty, then the warranty of upgrade parts is the reminder of warranty period.
  2. If the Prolancer Product is covered by extended warranty, then additional (partial) fee applies if part is to be covered beyond the standard 25 month period and until the expiration of the extended warranty.
  3. If the Prolancer Product is not under warranty, then the warranty of upgrade parts is 3 months.

2. EXTENDED LIMITED PRODUCT WARRANTY FOR STOCK CARRYING DISTRIBUTORS

Prolancer warrants to stock-carrying Reseller that the Products conform in all material respects to the end user documentation provided with the Products and that the hardware components of the Products will be free from defects in materials and workmanship until the date which is 24 months after the shipping date of the Products to the end customer by the Reseller provided that the shipping date of the Products to the end customer by the Reseller is not more than 6 months after the shipping of the Products from Prolancer to the Reseller.

3. LIMITATION OF WARRANTY

This limited warranty does not cover the results of accidents (including unusual physical or electrical stress), abuse, neglect, vandalism, and use contrary to handling or operating instructions supplied by Prolancer, or repair or modification by anyone other than Prolancer.

4. HANDLING OF SPARE PARTS

Any component parts supplied and/or credited by Prolancer to the Reseller under terms of the Product Warranty will be subject to periodic inspection by Prolancer to ensure that the faulty parts, for which replacement parts have been sourced locally by the Reseller or provided by Prolancer, are kept by the Reseller, (maximum retention period = 12 months).   If the Reseller is unable to provide faulty parts for which warranty replacements have been provided, then the Reseller will be required to pay to Prolancer the value of the replacement parts, as determined by Prolancer.

5. WARRANTY CLAIMS

If Reseller believes that Products do not conform to the warranty set forth in Section 1, Reseller shall notify Prolancer in writing of such non-conformance no later than ten (10) days after the end of the Warranty Period for those Products, and shall provide such details of the non-conformance as Prolancer reasonably requests. Reseller will, upon the request of Prolancer and in accordance with Prolancer’s standard procedures, return such Products to Prolancer at Resellers expense and risk.

If Prolancer determines that returned Products do conform to this warranty, then Prolancer will return such Products at Reseller's expense and risk. If Products are deemed to fail to conform to this warranty by Prolancer, Reseller's sole remedy shall be, at Prolancer’s option and expense, the repair or replacement and return of the Products within fourteen (14) days after Prolancer receives the Products, or a credit of the price or fee paid by Reseller for the Products to be offset against future purchase of products supplied by Prolancer to the Reseller.

Parts supplied for the repair of the nonconforming products will be warranted for three (3) months from the date of return shipment, or will remain covered by the regular products warranty set out in sections 1 and 2 above, whichever is longer. Parts supplied for the repair of products that are not deemed to be current-generation (software versions 4.60 or earlier) will be warranted for one (1) month from the date of return shipment. If in doubt, please confirm the relevant warranty period with Prolancer.

NOTWITHSTANDING ANYTHING IN THIS AGREEMENT TO THE CONTRARY, THE FOREGOING IS RESELLER'S SOLE AND EXCLUSIVE REMEDY FOR BREACH OF WARRANTY BY PROLANCER WITH RESPECT TO THE PRODUCTS.

6. DISCLAIMER OF WARRANTIES 

EXCEPT FOR THE LIMITED WARRANTY FOR THE PRODUCTS CONTAINED IN SECTION 1, PROLANCER AND ITS SUPPLIERS DISCLAIM ALL WARRANTIES WITH RESPECT TO THE PRODUCTS, EXPRESS, IMPLIED OR STATUTORY, INCLUDING AS TO PERFORMANCE, NON-INFRINGEMENT OF THIRD PARTY RIGHTS, MERCHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE.

WARRANTY CLAIMS AND PROCEDURE

1. WHO TO CONTACT

If there is reason to believe that the Prolancer Products purchased by you do not conform to the warranty, you should notify the Reseller from which the Products were purchased in writing of such non-conformance, no later than ten (10) days after the end of the Warranty Period for those Products, and shall provide the following details:

  • The serial number of the affected Products(s), and;
  • Details of the non-conformance, with as much specific detail as possible.

Additional details of the non-conformance may be required as the Reseller or Prolancer reasonably requests.

2. WHAT PROCEDURE WILL BE FOLLOWED?

The Reseller that you purchased the Products from will, if authorised, provide the required service and/or organise the required replacement parts. If not authorised to provide this service, the will elevate your service request to an Authorised Service Agent. The Authorised Service Agent may elect to further elevate the problem to Prolancer if required. This will occur in accordance with Prolancer’s standard procedures.

You will be required to pay for the freight to an Authorised Servicing Agent or Prolancer if the Products need to be returned for servicing. The Authorised Service Agent or Prolancer will pay for the freight back to you if the goods are deemed to fail to conform to the warranty.

3. WHAT SERVICE WILL BE PERFORMED?

If Products are deemed to fail to conform to the warranty by an Authorised Service Agent or Prolancer, the sole remedy shall be, at the Authorised Service Agent’s or Prolancer’s option and expense:

  • The repair or replacement of the faulty component(s), and; 
  • Return of the Products within fourteen (14) days after the Authorised Service Agent receives the non-conforming Products. If the Products need to be returned to Prolancer, an additional period of 14 days from the receipt of the Products at Prolancer will be applicable.

If Prolancer or the Authorised Service Agent determines that returned Products conform to the warranty, then the Products will be returned at your expense and risk.

4. IMPORTANT NOTICE: SOLE AND EXCLUSIVE REMEDY

THE FOREGOING IS THE SOLE AND EXCLUSIVE REMEDY FOR BREACH OF WARRANTY BY PROLANCER WITH RESPECT TO THE PRODUCTS.

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