ZyXEL Costa Rica SA, legal statement license (tax identification number ) 3-101-421748, based in San Jose, Escazu, Plaza Roble, El Patio Building, third floor, hereby guarantee that all of its products are free from defects in materials or manufacturing process.
The maximum extended period for which this warranty is given, is up to one year after the date of purchase, as evidenced by the purchase invoice. If during the term of the warranty the product presents a malfunction due to manufacturing process and / or materials used in this process, the ZyXEL.s RMA center (Return Material Authorization) will assume the repair and / or replace for the defective components or defective product without any cost to the customer.
The warranty is governed by the following terms and conditions:
The warranty is valid and can be only effective if the customer brings the defective product with the original invoice, which must be in good condition, with no alterations or damage that may doubt of its authenticity. If the original invoice is not provided and ZyXEL do not have any record, the date of manufacture is seen as the beginning of the warranty period. The date of manufacture is determined by the serial number. ZyXEL reserves the right to provide warranty service or replacement if the above-mentioned documents are missing, incomplete or illegible.
This warranty may not be effective, nor granted any right to compensation or coverage in case of losses due to any change and /or replace made to the product, without previously written authorization by ZyXEL, in order to met local or national standards and safety regulations in any country, except for the country where the product was purchased.
This warranty is not valid if the model or serial number of the product has been modified, removed or is illegible.
The warranty given to the equipment described in this document does not cover damage caused by:
Any adjustment and / or repair made to the product in order to improve and / or increase its range of application, or any other purpose, as described in the user guide, without the prior written permission of ZyXEL.
Transportation and / or the transfer of equipment to a different point of delivery then the one agreed with ZyXEL.
Profit loss due to the equipment subject of the warranty.
Incorrect use (misuse) including but not limited to using the product for a different purpose for which it was conceived, or not has follow the ZyXEL.s user guide, which is part of this document and has been delivered to the customer at the time of the product purchase.
Installation or operation of the product under any other conditions than those specified by the standards and regulations of the country's safety, as well as product specifications and what the user's guide commands which is delivered to the customer at the time of purchase.
Any repairs made by the client, by any other outsider or unauthorized distributor from ZyXEL.
Accidents, electric shocks, fluids, fire, improper ventilation or any other conditions out of ZyXEL.s control.
The shipment of the product to any destination, including the RMA, except when it is sent from our RMA center to the customer.
Defects in the system in which the product was used.
Connectivity with a poor, deficient or inadequate electrical system.
Damage caused by natural disaster such as rain, direct exposure to sunlight, flood, earthquake, hurricane, tornadoes and other events that are not mentioned here but likewise are in this category.
Negligence or mishandling by accident.
The failure by the customer of any of the obligations under the Terms of Guarantee would cause immediate loss of it.
RMA Process
The customer reports to ZyXEL Costa Rica the number of damaged equipments, models, and serial numbers along with the purchase invoice number.
If the customer doesn.t have the original invoice, ZyXEL Costa Rica can re-print the document at a cost of $5. That amount should be paid in advance when the equipment is delivered to our facilities. International customers will be charge the $5 along with the total resulting cost of the technical inspection.
The Operation and Logistics department checks if the equipment is still within the warranty period.
In some cases the equipment will be able to be reviewed and repaired remotely for the Engineering department. Therefore this will be always the first option given to the client.
The Engineering department reports the results of the inspection to the Operations Department and indicates if the equipment is subject to be sent for a physical review or repair.
The Operations department let the client knows about the shipment process of the equipment to ZyXEL Costa Rica, which is based on the following basic steps:
The customer must cover the shipping cost of the damaged equipment sent to ZyXEL Costa Rica for its review, repair or replacement.
If the equipment is in good conditions, or if it.s damaged by causes beyond the coverage in the terms of guarantee, ZyXEL Costa Rica will proceed to charge a previously established amount by the company for the inspection.
In case the customer does not holds or brings the purchase invoice, ZyXEL Costa Rica could print it and the customer will be asked to pay $5 at the time the equipment is received.
The equipment must be sent to Costa Rica following the shipment instructions and requirements requested by the Operations Department of ZyXEL Costa Rica.
ZyXEL Costa Rica would pay the return shipment, but will not cover taxes or any other expenses related with customs procedures for the equipment in the destination country, and the customer must cover that cost.
The address where the equipment must be sent is as follows:
ZyXEL Costa Rica
Plaza Roble Escazú
Etapa El Patio, 3r piso
San José, Costa Rica
Office: +506-22017878 ext.6122
Att: RMA - Grethel Corrales
All the boxes must come labeled with the corresponding RMA number and with the customer.s name.
The Engineering department has a 5 business days time frame to diagnose the equipments. That time frame is counted from the reception in ZyXEL Costa Rica office and that period applies for lots of 10 equipments or less. Additional diagnose time could be required for larger number of equipments.
The repair time frame will depend on the quantity and the diagnosis on each case.
