Broadberry Support

Deliveries and carriage:

Please do not leave packages unchecked.

Please report any damage or missing parts immediately. We must report damage to our carrier within 24 hours of delivery in order to comply with our 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.

Returning Products

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 you can also track the status of any current RMAs you have in progress.

Broadberry Data Systems can offer up to 3 Years Limited Warranty throughout the UK with all Rackmount Servers, Storage Servers and Workstations purchased from us. We also offer a range of on-site warranty and installation services, please contact your Broadberry representative on 020
8997 6000 for more details and pricing on warranty and installation options.

Standard Warranty

Broadberry Data Systems - 3 Year Technical Support. You are entitled to 3 Years technical support for any Rackmount Server, Storage Server or Workstation you have purchased from Broadberry Data Systems Ltd. Please have your invoice number available when you call us for support. We are always happy to answer your technical questions. You can email our customer service and support department at support@broadberry.co.uk

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

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, (which ever is deemed necessary).

To obtain advanced replacement parts , please follow these steps:

Have your original invoice number ready.
Call our technical support line at 0208 997 6000.
Describe the trouble you are having so that our engineer can diagnose the problem.
In the event of defective hardware a replacement part will be sent (subject to availability) and a corresponding invoiced raised and sent to your location.
Keep a copy of your RMA number. You can use them to check your RMA status.
Once you have receive your replacement carefully package the defective component in suitable packaging (Use Anti-static packaging when necessary).
Write the RMA number on the outside of the packaging.
Send the defective hardware back to us.
The undamaged defective component will be credited once we receive it.
We are not responsible for damage incurred during carriage when returning components to us. If this occurs you must contact your carrier and proceed to claim for your losses. We agree to notify you and provide photographic evidence of any damage within 48 hours.

On-Site Warranty

Broadberry Data Systems Next Business Day 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.

Hot Swappable Hard Drives:

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 minuets 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.

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.