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Warranty Question

nancyl
Within the first year of owning the Astaro ASG120 it failed.  The company who installed it came out with a loaner while the Astaro was being fixed. Well we received a huge bill for this.  Even if the loaner had to be configured shouldn't the manufacurer be responsible for the labor during the first year of warranty? Or because the vendor is a Astaro distributor shouldn't they stand behind the product? WE purchased the Gold Maintenance 1yr.


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    Scott's right that Platinum/Premium support includes overnight advance replacement including all shipping costs bth ways.

    He's also spot on about the configuration.  However, I'd say that if you paid them $1,000 or more to do the original configuration, then they should have included configuration of emailing backups to your local admin(s).  If your company "lost" these, then I'd comment that emergency configuration costs a lot more than one that can be planned and tested along with other activities.

    Gold/Standard does not cover your shipping costs back to Astaro, but you can supply Astaro with credit card information to guarantee return, and they will do an overnight advance shipment.  Ask for a "Gold RMA Cross Ship Request Form."

    Cheers - Bob
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
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  • 0
    Scott's right that Platinum/Premium support includes overnight advance replacement including all shipping costs bth ways.

    He's also spot on about the configuration.  However, I'd say that if you paid them $1,000 or more to do the original configuration, then they should have included configuration of emailing backups to your local admin(s).  If your company "lost" these, then I'd comment that emergency configuration costs a lot more than one that can be planned and tested along with other activities.

    Gold/Standard does not cover your shipping costs back to Astaro, but you can supply Astaro with credit card information to guarantee return, and they will do an overnight advance shipment.  Ask for a "Gold RMA Cross Ship Request Form."

    Cheers - Bob
     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
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