Page 1
First International
Computer, Inc.
CSD SERVICE
AGREEMENT
January, 2000
Version 2.3
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Table of Content
1.0 Purpose --------------------------------------------------------------------- 3
2.0 Scope ------------------------------------------------------------------------ 3
3.0 Definitions ------------------------------------------------------------------ 3
4.0 Warranty Understanding ---------------------------------------------- 4
5.0 Post Warranty Support ------------------------------------------------ 5
6.0 Standard Charges ------------------------------------------------------- 5
7.0 FRU Parts Supply ------------------------------------------------------- 5
8.0 RMA Procedure and Responsibilities for Each Party ------ 6
9.0 Supplement -------------------------------------------------------------- 6
Appendix A Warranty Policy ------------------------------------------------ 7
Appendix B RMA Procedure ------------------------------------------------- 9
Appendix C RMA Request Form ------------------------------------------- 11
Appendix D Quotation For Repair Service ----------------------------- 13
Appendix E Return Material Report --------------------------------------- 14
Appendix F FIC FRU List − Birch Plus ----------------------------------- 15
ii
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1.0 Purpose
To provide a basis from CSD (Customer Service Department) for the
determination of FIC Customer Service and Product Repair Agreement for
both FIC Sales and all FIC Portable PC customers.
2. 0 Scope
This guideline is applicable to the following products:
2.1. Products produced by FIC
2.2. Sub-ass‘y parts purchased by FIC for either installation and/or selling as
FRU parts within/with FIC product, such as FDD, HDD, LCD,
CD-ROM, ...etc. , but which will not include the consigned items.
2.3. Products purchased by FIC and sold with FIC‘s products or as FRU parts,
such as Modem, SIMMS module, Car Adapter, ...etc.
3.0 Definitions
Field Replaceable Units (FRU)
Field Replaceable Units are the parts used to repair the product. FRU Parts are
classified into three levels, level A, B, and C. Level A Parts are the major
replaceable subassemblies. Level B are miscellaneous hardware and enclosure parts.
Level C are normally the breakdown of Level A. (Please refer to Appendix G “FIC
FRU List - Birch Plus” for an example.)
Dead On Arrival (DOA)
Dead On Arrival (DOA) systems are those units that have failed upon arrival at the
customer‘s location. For the disposition of DOA units, it’s customer’s
responsibility to submit the DOA claim within 45 days from the date of the delivery
of product from FIC and to ship out these units to FIC within 14 days of claim. FIC
shall complete the swap within 7 working days from the date the RMA package
arrives at FIC.
_____________________________________________________________________________________
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4.0 Warranty Understanding
4.1. Warranty period and coverage will be as the descriptions in appendix A
“Warranty Policy”. Any discrepancy with CSD Warranty Policy or Service
Coverage will be specified in individual Agreement signed between FIC and
Customer in the premiss of CSD‘s confirmation.
4.2. Warranty services will cover only the defects in the materials or
workmanship of the module/assembly of the products occurring from the
normal and reasonable use of the products.
4.3. Products failing within warranty period and coverage shall be free of charge
on labor service and material repair/replacement to customer, but requests for
returning of the defect products will not be honored by FIC until customer
completes and submits the RMA request form to FIC and the customer is
assigned an RMA number from FIC for each product claims.
4.4. Warranty coverage also includes any options purchased at the same time as
the system. Warranty policy for these options will be the same as those
described in this agreement.
4.5. Services for any defect resulted from an improper handling and/or utilization
by customer or any item mentioned in the list of “Services Not Under
Warranty” shall be charged to customer. Standard charges will be described
in provisions 6.1 and 6.2 for labor and material respectively.
4.6. In the process of RMA service, customer shall arrange and pay the insurance
and freight for returning the products back to FIC. FIC will oppositely bear
the insurance and transportation fees on delivering the products back to
customer except those regulated by other service agreement. In case that
services required by customer are out of warranty or the responsibility of the
failures are not ascribable to FIC, the customer will be the one who shall bear
shipping cost on delivery both way.
_____________________________________________________________________________________
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5.0 Post Warranty Support
Generally, FIC will provide Warranty and Post-Warranty support to customer for
FIC products for a minimum of three years from the date of the delivery of
shipment of product to customer. Labor and material service in the first year
(Warranty Period) will be free of charge to customer, but service in the second and
third year (Post-Warranty Period) shall be charged to the customer. This will
include labor, material, and technical support.
6.0 Standard Charges
6.1. Material Charges:
Charge standard will be as per signed agreement between Customer and FIC.
The cost of parts/components replaced on out of warranty repair and
customer‘s responsibility will take the prevailing market price as a basis.
6.2. Labor Cost:
Charge standard will be as per signed agreement between Customer and FIC.
Standard labor cost for out of warranty service and customer‘s responsibility:
USD 65.00 per complete unit
USD 45.00 per board level repair
USD 25.00 per unit handling charge plus repair charge request by
supplier for HDD, LCD, FDD, power adapter.
USD 45.00 per unit handling charge on "No Problem Found" return.
7.0 FRU Parts Supply
FIC shall have the responsibility in preparing FRU parts for services. Customer
should be informed of a prior notice by FIC‘s Sales group for any discontinued
components and/or sub-assemblies.
_____________________________________________________________________________________
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8.0 RMA Procedure and Responsibilities for Each Party
Customer is required to follow FIC‘s RMA procedure.
(RMA procedure and detailed descriptions being attached as Appendix B)
9.0 Supplement
The principle in this guideline will be reviewed every half calendar year
and an update edition will be released accordingly if there is any revise.
_____________________________________________________________________________________
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Appendix A: Warranty Policy
I. Warranty Coverage
NO.
ITEMS
REPAIRED
& RETURNED
WARRANTY
PERIOD
1.
Board Level (M/B, PWR-Bd, LED-Bd,
Hing-LCD-Bd, Charger Bd
2.
LCD -depends- depends on supplier
3.
FDD, HDD, Extra Devices -depends- depends on supplier
4.
RLC, TTL-IC, ASIC, OSC
5.
Pointer Device, Adapter -depends- depends on supplier
6.
Battery -depends-
7.
DOA unit
2 weeks 12 months
2 weeks 12 months
7 days 45 days
II. Services NOT Under Warranty
No.
1.
2.
3.
4.
Normal Degradation of the lamp in (“LCD”)
Returned LCD found within specification
Consumable Parts: Covering Carton,, PE Bag, Power Cord, Wire Cable, Film-Cable,
Flat-Cable, Connector, Carry Bag, Foam (EPE, PU or PE Foam), Diskette, etc.
Cosmetics Parts: Chassis, Housing, Case, Cover, Bracket, etc.
ITEMS
6 months
Software Installed in Notebook PC
5.
Any parts Missing or Damaged due to improper installation/connections, external
6.
electrical fault, accidents, misuse (e.g. virus attack), abuse, neglect, improper storage
or maintenance prior repair, alteration or improper packing by the buyer before
returning the product to FIC.
Keyboard (printing)
7.
Serial number or Bar codes or MFG. codes or RMA related code of the products are
8.
destroyed, altered or otherwise rendered illegible.
Warranty period expired
9.
10.
11.
CPU
IC Cards, DRAM, FROM, PSRAM, VRAM.
_____________________________________________________________________________________
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Appendix A: Warranty Policy
III. OEM Support (FIC to Customer/ Distributor)
No.
1.
General Support
2.
3.
DOA Disposition
SERVICE
TYPE
OEM Parts
RESPONSE
REQUIRED
-depends-
14 days
7 days 45 days
IV. Other Time Frame
No.
Diagnostic Program
1.
MTBF data for FRU Parts
2.
ITEMS TIME FRAME PIC/ FIC
30 days prior to 1st shipment of product
30 days prior to 1st shipment of product
WARRANTY
PERIOD
3 years (warranty & post-warranty)
* in-house production:
12 months
* contract-out production:
depends on supplier
QA
QA
FRU standard Cost
3.
FRU Parts List
4.
Lead time for Level A FRU
5.
Lead time for Level B & C FRU
6.
Service Manual
7.
Prior written notice for
8.
discontinued parts / service
FRU parts delivery
9.
30 days prior to 1st shipment of new
product
30 days prior to 1st shipment of product
Not exceed 30 days
Not exceed 60 days
30 days prior to the 1st Customer
Shipment
3 months prior to discontinuance
within 15 days of FIC‘s receipt of a FRU
Purchase Order which complies with
FIC’s lead time requirement
OA
PM
PMC, PUR
PMC, PUR
PM
PUR, SALES
SALES, PMC,
PUR
_____________________________________________________________________________________
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Appendix B: FIC RMA PROCEDURE
FLOWCHART DESCRIPTION RESPONSIBLE
START
1. SUBMIT
RMA
REQUEST
2.
CONFIRM
RMA
3. RELEASE
RMA#
4. READY
TO
SHIP
Once there is any product found defective which occurring
from a normal and reasonable use of the products, a RMA
request then to be submitted.
1. Find out the problems and S/N, Bar Code or MFG. Code
and check the warranty expired date as well as valid
warranty items.
2. Fill out the RMA Request Form and send it to FIC.
3. For returning finished Product of Notebook PC, or
Docking Station, Customer should describe the
details of the Product in RMA request form.
FIC will check with Customer whether the product is
necessary to be returned & allowed to be returned or not.
Once the RMA request is approved, FIC will issue an
authorized RMA No. to customer for returning the products.
1. Pack the returning Product separately by the RMA No.
2. Pack the returning Product with proper packing &
protection.
3. Prepare the Shipping Documents and arrange the shipping
schedule.
Customer For returning Non Warranty Products, Out of Warranty Products or Defect
Customer send
the request by fax
or e-mail to FIC
FIC & Customer RMA No. will not be issued for any unaccepted request due to an insufficient
FIC
Customer
PARTIES
@ REMARK
due to customer‘s responsibility, there will be parts/service charge to
customer. We suggest customer take the unnecessary delivery cost into
account before returning the product for repair.
1. Customer must specify the Serial No., MFG. Code or Bar Code and state
the symptoms obviously on the RMA request form to see if the product is
eligible for the warranty repair/replacement.
2. For the return request of HDD, LCD, and FDD, the brand Bar Code (or
manufacture‘s S/N when Bar Code does not exist) and the capacity model
of HDD must be specified on the Request Form.
information or not being eligible for a repair/ replacement. Any Product
returned without authorized RMA No. shall be refused and
returned at Customer’s cost and risk.
1. FIC will issue an RMA number after validating the returned request.
2. No RMA number will be released for those requests not being authorized.
1. RMA No. must be displayed on the cartons and invoice.
2. Customer is responsible for paying the Insurance and Freight for returning
the Goods back to FIC.
l The returned product must be insured against damage and
should be properly packed in its original shipping package
or equivalent. FIC will charge the repair cost to Customer for
any damage by improper packing, even the product is still in
Warranty Period.
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Appendix B: FIC RMA PROCEDURE
5. SEND BACK
THE PRODUCT
6. RECEIVE
RETURNED
PRODUCT
RELEVANT
INFORMATION
8. SERVICE
COMPLETED
10. DELIVER
REPAIRED
PRODUCT
11. RECEIVE
REPAIRED
PRODUCT
7. VERIFY
CHARGE?
9. REPAIR
CLOSE
1. Ship RMA product under the agreement of RMA service.
2. Provide the Invoice or Packing List along with the shipment
or before the shipment and fax the Bill of Landing to FIC.
1. Inform customer of receiving.
2. Check the descriptions which on the RMA Request Form,
Invoice, and Packing List with the returned product.
Once receiving the returned products, FIC will check if there is
an authorized RMA No. with the products, if product
problems are under FIC‘s warranty, if there is any discrepancy
between documents and returned products, and if the period of
warranty has expired.
A quotation will be issued for repair service if any expense is
ascribed to the customer.
Confirm a delivery date to customer. FIC FIC will complete the repair within 14 working days after receiving the returned
Inform Customer of the delivery information. FIC Insurance and Freight fee for returning the Goods back to Customer will be
Inform FIC when the repaired product has been received. Customer The Warranty Period shall be for three months after any warranty service or the
RMA close FIC FIC will keep a repair record and report including defective phenomenon and
Customer send
the Product
and Document
to FIC
1. Customer must ship out defect products in two weeks after
getting RMA No. from FIC, otherwise the RMA No. will be cancelled.
2. Please make sure to include the optional parts such as FDD, HDD, Cards,
Motherboards, Cables, Power Supply when returning system.
3. FIC assume no responsibility and hereby specifically disclaim all liability for
any loss or damage that may occur during transit.
FIC
If the Product received from Customer was found to be different
from that indicated on the RMA Request Form, Invoice or
Packing List, no matter in part or totality, the Product actually
received and counted by FIC shall prevail.
FIC 1. Any Products not sold by FIC that is sent to FIC for repairing or replacing
shall be rejected. The above rejected product will be returned to Customer
at Customer’s cost and risk.
2. If the Serial No. or Bar Codes or MFG. Codes of the products are destroyed,
altered or otherwise rendered illegible, the products shall be judged to be not
under Warranty.
FIC 1. Customer will be notified with a service quotation in the event that FIC
determines that the repairs are not covered by FIC warranty. FIC will send
back the defect items without any repair/ replacement if there is not any
confirmation from customer on the charged service within 10 working days
of customer's receipt of the service quotation.
2. FIC disclaims liability for any shipping charges for non-warranty repairs, all
of which must be prepaid by the customers.
products under the normal return quantity.
charged to FIC‘s account.
rest of the life of the original warranty period, depending on whichever is
longer.
reasons.
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First International Computer, Inc.
RMA REQUEST FORM
1. Fill in RMA request forms (forms 1 and 2 and / or 3) legibly and fax to FIC-CSD (+886-2-2908-1494).
2. FIC-CSD shall, after validating such request, issue and RMA number to customer within 24 hours.
3. An issued RMA number is good for thirty (30) calendar days only from date of issuance within
which to return goods to FIC-CSD.
4. Customer shall furnish copies such as Pro-Forma Invoice and packing list both to FIC-Head Office,
Attn.: Shipping Dept. and FIC-CSD prior to shipping out goods.
5. Customer shall include copies of Pro-Forma Invoice and packing list and indicate the RMA number
on each carton.
6. Customer shall bear the freight charge when returning materials to FIC-CSD.
7. Fax the Airway Bill or Bill of lading both to FIC Head Office and CSD for prompt attention.
1. FIC shall not be liable for any breakage due to improper packing.
2. FIC-CSD reserves the right to reject products shipped without RMA No.
3. Should there be discrepancy between actual quantity received and total pieces listed on the packing
List and Pro-Forma Invoice, FIC-CSD shall immediately notify customer of such discrepancy.
If customer made no comment on said CSD receiving report, Such quantity shown on receiving report
To expedite the handling of your RMA request, please fill in the form below with all the relevant details.
Space for customer's use:
Company Data
Company : Fax :
Contact Person: Tel. :
RMA Request Category
□ In Warranty Product(s) □ Out Of Warranty Product(s) □ DOA Product(s)
□ Special Service Request (Specify)
Product(s) To Return Under This RMA
Failure Description Record Total Pages: (form 2、3) Return Total Pieces:
※ Customer may either use FIC prescribed form or own form in providing detailed failure list.
Space for FIC-CSD use only:
Return Material Authorization
FIC RMA NO. Date Issued:
Validity Date: Good until
Note: This RMA Number Becomes Void After Said Date.
RMA Procedure:
Warning:
becomes final.
RMA Form 1
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Appendix C
Page 12
RMA REQUEST
Label Code
(M/B)
Board
100MHz
810M
FD-05HG
CD-4DE
LE-
FAILURE DESCRIPTION RECORD
FOR PC SYSTEM / NOTEBOOK USE
Company: RMA No.:
Total Pieces: Page No. Of
Bar Code / Warranty
Ex. NB5038082 / 261T7A-A
CPU Speed
Intel DX-4
LCD
Toshiba TFT
HDD
Seagate
Mother
G6033808
Card
PWR Board
Audit Board
FDD CD-ROM Others
TEAC
TEAC
Adaptor
Failure Description
Can't Boot
* To facilitate verification of warranty period, Please indicate warranty label code.
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RMA Form 3
Appendix C
Page 13
First International Computer, Inc.
To: ___________________________
Attn.: ___________________________
Repair C.
Phone: +886-2-2209-5373 Ext. 383 or 384 Fax: +886-2-2908-1494
Customer Service Department
Return Material Authorization
Quotation For Repair Service
Date: ________________________ RMA No. ______________________
Phone: ______________________
Fax: ______________________
Notice:
1. RMA goods listed hereunder are neither "D.O.A." nor under warranty clause. Client needs
to pay the repair charges and parts replacement costs, if any, as shown below.
2. Please review the list below and signify whether you like FIC to do the repairs or not.
Y(es) means you agree to have the repair effected and pay the corrresponding charges while
N(o) means you do not want the repair done.
3. Repair quotations shall be submitted in succession to client when further test reveals add itional parts need to be replaced.
4. Fax your reply as soon as possible to merit prompt attention. FIC-CSD reserves the right to
return to client all components, repaired or otherwise, without further notice.
`
No. Name and Model Bar Code Problem Description Qnty.
1.
Y / N Amount
Total Amount (in USD): $
I HEREBY AGREE TO PAY THE REPAIR CHARGES TO THE ITEMS MARKED "Y" HEREIN.
CONFIRM: (Client) __________________________ Date: ____________________
(Space reserved for FIC-CSD use only;) Prepared by:
__________________________ ______________________
CSD Manager CS Coordinator
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Appendix D
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