Please select the area of support you need from us below
In the event of defective hardware being diagnosed as the cause a replacement part can be sent subject to availability. If you need to return the defective part please complete an online application
Customers who have Onsite warranty can expect the technician to begin the process of initiating an Onsite call out at this stage.
Customers with standard warranty may be required to return their system to us for better diagnosis and repair. As with component parts complete a online RMA on our website.
|We are not responsible for damage incurred during carriage to us.||Software Backup.||Defective items must be returned within 30 days.|
|To reduce the chances of this happening pack whatever it is carefully. If however damage does occur we agree to notify you and provide photographic evidence within 48 hours but you must contact your carrier and proceed to claim for your losses.||It is necessary that a back up of the software and data on your system's hard disk drive/s 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.||We must return defective components that have been replaced to the respective manufacturers within this period otherwise the warranty is void therefore the replacement chargeable. If you fail to return a defective part that has been replaced within 30 days this cost will be passed on to you.|
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.
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).
Broadberry Data Systems Next Business Day standard Onsite Support call for assistance to initiate a service request, use the following number:- 020 8997 6000
To help us better serve you please have the following information and materials ready when you call:
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.
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.
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.
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.
The same applies to Redundant Power Supply modules.
Please double check the amount of packages being delivered matches the delivery drivers manifest then physically check the packages and packaging.
If you notice anything unusual about the packaging or that something is missing report it to the delivery Driver and insist a note is made of it when signing for it/them.
Please report any damage or missing parts to us immediately (provide photographic evidence wherever possible).
We must report damage to our carrier within 48 hours of delivery in order to comply with transit insurance. Items reported damaged outside this period can not be repaired or replaced under warranty.
Missing parts: Please report any missing items from your consignment within 48 hours. Broadberry will not bare the cost of replacing missing items reported outside this period of time.
Please take time to read this section carefully as it contains useful information and advice but more importantly the terms and conditions to which you agree in order to return and replace warranty items.
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.
If you would like to return a product or solution to us, please follow the link below and complete the return procedure. By clicking on the link below but please read the 'What to do if you wish to return a product under warranty' section before hand you can track the status of any current RMA/s you have in progress.
Please complete the online RMA form. If this is not possible please contact Broadberry Customer Service Department Telephone: 0208 997 6000.
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.
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.
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).
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.
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.