Broadberry Support

Keep a copy of your RMA number you can use it to check your RMA status online.

A corresponding invoice will be raised for the value of the replacement part and sent to your location if the defective product is not returned within 14 days. 

The corresponding invoice will only be credited once we receive the undamaged defective component.

Once you have received your replacement carefully package the defective component in suitable packaging (Use Anti-static packaging where necessary). 

Write the RMA number on the outside of the packaging or use the delivery note the RMA system will generate.

Send the defective hardware back to us. 

Standard Warranty

Broadberry Data Systems - 3 Year Technical Support Telephone 020 8997 6000.

You are entitled to 3 Years technical support for any Rackmount Server, Storage Server or Workstation you have purchased from Broadberry Data Systems Ltd.

If required please follow the instructions carefully on the 'to obtain technical support' section above.

Below you will find our Standard Limited Warranty terms and conditions in brief.

Standard Limited Warranty
Broadberry Data Systems Ltd Warrants the computer systems it sells to be free from defects in materials and workmanship for one year (up to three years subject to terms and conditions agreed upon at the point of sale) following the date of purchase. Defective parts may be returned during this period for repair or replacement, (whichever is deemed necessary).

On-Site Warranty

Broadberry Data Systems Next Business Day standard Onsite Support call for assistance to initiate a service request, use the following number:- 020 8997 6000

Prepare for the Call

To help us better serve you please have the following information and materials ready when you call:

• The invoice and/or serial number of the system(s) exhibiting a problem. 
• The version of the operating system you are currently using. 
• The names and models of any peripheral devices you are using. 
• The names and model numbers of any components you have added to the system since the original invoice. 
• Please be prepared to tell the technician the type of error message you are getting and when it occurs, what you were doing with the System when the error occurred, and what steps you may have already taken to solve the problem.

PLEASE COOPERATE WITH THE BROADBERRY TECHNICIAN TO SOLVE YOUR PROBLEM. WE FIND THAT MOST SYSTEM PROBLEMS AND ERRORS CAN BE CORRECTED OVER THE TELEPHONE WITH CLOSE COOPERATION BETWEEN YOU THE USER AND OUR TECHNICIAN. 

A SERVICE TECHNICIAN WILL BE DISPATCHED TO PERFORM ON-SITE REPAIRS ONCE THE PHONE-BASED TROUBLESHOOTING PROCESS OUTLINED ABOVE HAS BEEN FOLLOWED. THIS WILL ENSURE THE RIGHT REPLACEMENT PART IS AT THE SITE TO COORDINATE WITH THE TECHNICIANS VISIT.

Terms and Conditions of on-site warranty Assistance:
You Must Provide The service technician will need full access to your location and to your system(s) at no cost to us. You must assure that the service technician has a safe working space, electricity, an internet connection and a local telephone line. If these requirements are lacking, we are not obligated to provide on-site service.

Software Backup
It is necessary that a back up of the software and data on your system's hard disk drive and on any other storage device(s) in the system be done before we provide services to you. You understand and agree that we are not responsible for any loss of software or data.

Our Obligations
On-site service is available for your system(s) within the United Kingdom.
The technician will need to have the full address of your system's location.
A service technician will be dispatched to your location to service your system, according to your service level.
A service technician will, in most cases, be dispatched to arrive at your location for on-site service on the next business day, when able to, Monday to Friday. Excluding Holidays.

Onsite Exceptions

Hot Swappable Hard Drives:

Please note: if your Server is fitted with hot swappable Hard Drives a replacement Hard Drive will be dispatched to the server/s location. The faulty Hard Drive will then be collected. Hard Drive failure in these cases will not result in Broadberry initiating an on-site call out.
Removable Hard drives can easily be replaced in a matter of minutes by someone with little or no technical knowledge. A Broadberry technician will talk you through replacing any faulty hot swappable Hard Drive if assistance is required.

Redundant Power Supply Modules:

The same applies to Redundant Power Supply modules.

Please Note

• You will still be required to complete a online RMA application at which point please inform us you have a valid onsite agreement in order to speed up the process.
• It might be necessary to arrange delivery and collection of the replacement and working Hard drive on different days if so please mention this also.

Arranging for a Broadberry technician to visit your site and repair a machine outside of warranty is possible in most cases. Please call the Service Department quoting the serial number of the machine in question and the nature of the problem to obtain a quotation.

Replacing out of warranty components is expensive.
Renewal options are available on most Broadberry solutions which are no longer covered by our warranty or more importantly the individual component manufacturer's warranty (generally three years). If your Broadberry solution is over three years old please contact the Service Department stating the Serial number of the machine in question to discus the options available to you.

Step 1

Please complete the online RMA form. If this is not possible please contact Broadberry Customer Service Department Telephone: 0208 997 6000.

Step 2

Once you have entered your details you should receive an automated response to the email address you provide in acknowledgement and a tracking number. PLEASE NOTE: THIS IS NOT AN RMA NUMBER simply confirmation you are registered and wish to return product/s.
If this is not received please check it has not been added to your spam or contact the Customer Service Department: Telephone: 0208 997 6000.

Step 3

You should then log back in to the system using the tracking number issued and the email address you originally provided and add the details of the product/s you wish to return if you have not already done so when filling in you and your company details. At this point please state if you require ADVANCE REPLACEMENT part/s. If the request is valid and it is possible we will try to arrange this for you.

Always supply the Broadberry Serial Number of the Server or Workstation from which the defective part/s originate where applicable. Broadberry Serial Numbers are located at the rear of the machine near the I/O shield and are stamped on a silver asset tag which contains six numbers prefixed by the letters B & D. Failure to supply the Serial number/s will considerably slow the returns process down.

Always specify the delivery address and/or a contact where you want the replacement/s sent if there is one otherwise the replacement part will be shipped to your standard delivery address we have logged on our system. If we haven't been instructed to deliver elsewhere we will not cover the cost of redelivery. 

Step 4

One we have checked the details of product/s supplied you will receive a notification email stating that the status of your RMA has changed this means a valid RMA number has been issued or to notify you why it was not possible to do so (out of warranty product/s and so on).

Step 5

Once you have received a RMA number the product/s need to be returned to Broadberry's Customer Service Department‚ please use the delivery note that the system will generate for you. All products must be returned to us packaged in your own suitable outer packaging with our RMA number clearly marked on this packaging or the delivery note.

Step 6

On receipt of the product/s we test them and depending on the test result‚ we replace‚ repair‚ credit or return the products to you whichever is applicable under the terms of the warranty.

The more information you can supply the easier it is for us to quickly complete the RMA process for you.
Although every effort is made to replace parts as fast as possible components occasionally have to be sourced from Europe, Asia or the US therefore we can't guarantee a turn around time.