At Optivoks we always try to offer you the best and most reliable equipment. However we all know that even the best can break sometime. Everyone is welcome to our repair service, even with products purchased elsewhere. Of course our own customers that eventually encounter a problem with a genuine Optivoks product enjoy significant advantages. Depending whether you purchased your product(s) from us or a third-party provider, and whether they are under warranty, we apply different pricing schemes:
Hardware repair/replacement:
| Optivoks product under warranty: |
| Product repair or replacement: The original manufacturer’s warranty policy is applied (1) Labor fee: 100% free of charge. |
| Optivoks product out of warranty: |
| Product repair in house (Optivoks TD): Our current hourly rate is applied @ 100% (2) Product replacement: The best current price as available on the market. Labor fee (for replacement): Our current hourly rate is applied @ 50% only (= 50% rebate!) |
|
Non Optivoks product under warranty (purchased elsewhere but you prefer our intervention): |
| Product repair or replacement: The original manufacturer’s warranty is applied +10% of the product current market value (2)(3) Labor fee: Our current hourly rate is applied @ 100% (2) |
| Non Optivoks product out of warranty: |
| Product repair in house (Optivoks Technical Department): Our current hourly rate is applied @ 100% (2) Product replacement: The best current price as available on the market. Labor fee (for replacement): Our current hourly rate is applied @ 100%. |
Software repair:
Obviously software cannot physically break, therefore software reparations consist usually of fixing ‘things’ without the need to replace parts. It is also very unlikely that software goes down by itself, unless a proven bug in the application can be identified. Hence fixing software issues involve other rules:
| Optivoks purchased software malfunctioning because of a (proven) bug: |
| Software update/replacement: The original software vendor’s policy applies (1) Labor fee: 100% free of charge. |
| Optivoks purchased software malfunctioning because of end-user’s fault (4): |
| Labor fee: Our current hourly rate is applied @ 50% only (= 50% rebate!) |
| Any software malfunctioning because of virus, malware, spyware, …: |
| Labor fee: Our current hourly rate is applied @ 100% only (we’re sorry!) |
| Software/utilities (if needed to fix the problem): Best current prices. |
|
Third-party software malfunctioning because of a (proven) bug: |
| Software update/replacement: The original software vendor’s policy applies (1) Labor fee: Our current hourly rate is applied @ 100% (2) |
| Third-party software malfunctioning because of end-user’s fault (4): |
| Labor fee: Our current hourly rate is applied @ 100%. |
General rules:
Carriage is always at customers expense. This includes returning the defect material to our premises and back to the end-users location.
Additional transportation costs may apply if the defect goods need to be returned to the manufacturer or certified repair center.
In some cases, for software fixes only, online remote support may be applied. Rates can be free or at a fixed rate after agreement.
Optivoks is not responsible in any case for end-users personal data. The end-user is expected to make backups. Ask us anytime (free of engagement) for the best backup solutions in any particular situation.
(1) Mostly free of charge
(2) Exceptions may apply; for example if the defect item is part of a recent Optivoks system, some charges may be exonerated.
(3) Up to maximum € 200, – ex. VAT
(4) Examples include applying incorrect/incompatible settings, installation of faulty software/drivers conflicting with other software, etc. …