Length of Warranty

[dgiles79]

I was just wondering what kind of warranty other people put on their work?

Do you have a set time frame? are you flexible with certain customers? Does it vary with the kind of work you do?

I started a mobile repair company recently, and most of my customers have had software issues (viruses, corrupted system files etc), but lately I have had some hardware replacement jobs (DC Jacks, Motherboards etc) and was trying to decide what kind of labor warranty to offer.

Thanks for your input.

 

[16k_zx81]

If its a new part, then its manufacturer warranty period, although I resell LCD screens and put 6 months on them - the screens come with 12 but Im not interested in covering them for that period. Ive never had a customer ask for a longer warranty, so it seems to work ok.

For recon parts in laptops, usually 3 months. Reflows, customer is advised upfront on warranty potential - between 1 week and 3 months because it depends on the machine. We are very clear about the fact that its a temporary repair though.

On software repairs, I dont offer any warranty unless the customer asks. Personally, I would not offer any warranty on Virus removals, as they could go back to the same website the next day and get reinfected.

Informally, if the problem occurs within 1-2 weeks I am generally happy to do a free remote login and resolve, but this would also entail a pointed conversation with the customer asking them what steps they may have engaged in to cause a recurrance of the fault.

Will be interested to see what others have to say on this subject.

 

[lassenpc]

Warranty:
1 yr on all hardware; desktops *must* be plugged into a UPS unit, or VOID (power grid out here is very unstable, blows PSUs and other components like popcorn)

Software repairs, we don't really have a standing warranty on that. If someone takes machine home and says X isn't working 24/48 hrs of turning it on, we'll fix it with no charge. If it's later down the road "Hey, my PC is infected again!" 2 months later, well, they obviously weren't listening to us about 'how not to get infected again' when the machine was picked up, and didn't read the same papers on 'how not to get infected again' we gave them. Full charge.

 

[rits]

We offer 7 days on virus removal. If I happen to miss something in a removal, imho, it will be back right away, not 3 weeks later. So a week is a pretty good timeframe for us on virus removals. (Rarely get one back, if any)

With hardware, we guarantee the labor on it for 30 days, and the part for the length of the manufacturer's warranty. After the 30 days, we charge a small fee to handle the RMA (if customer wishes us to do so) and then labor to reinstall the replacement part.

We do not cover any used components under warranty. We explain to our customers that it can be a good part and last, or a dud and die in a week. So we try to push the new part over anything used.

Refurbed PC Systems we build, we put a 6 month guarantee on. But only remote and pickup / dropoff service, no onsite stuff for that.

That about sums up our warranty program.

 

[JAG Computers]

Check out this podnutz podcast. Starting at 2:19-12:37 they talk about warranties. I found this to be very informative in shaping my policies.

 

[joydivision]

Currently writing my policy on this as apart of my rebranding.

Hardware if new part was fitted - 1 year RTB, I will happily do the labour providig they drop it off for me. Otherwise I will charge £20 to collect and drop off.

Temp repairs - e.g I fit a cheap PSU on an 8 year old PC so they can get their data of it and use it until they get a new PC probably 1 month only.

Sotware - this really depends and I don't really offer a warranty as such on this, but I do offer a satisifaction guarentee so if the customer is not happy I will happily sort the issue out. Time wise probably two weeks but for viruses 1 week.

I am still a bit unclear about the policy for viruses as it is very tricky.

 

[iisjman07]

Hardware is 90 days I believe

 

[edgepcs]

I offer 7 days on virus removals and software repairs but only for the EXACT same problem.
30 days on hardware and parts carry their own warranty which the client can deal with or pay me to do so.

 

[ATTech]

No warranty on software repairs. If they are having the same or similar issues, and after taking a look at it, there is a reasonable chance that it was related to the repair, I'll repair it free, but they get nothing in writing that says that.

30 Days on hardware labor. If the part has a longer warranty, then I'll utilize that, but they will still be charged labor.

 

[joydivision]

Does anybody know what the UK law is in terms of labour on a job? E.g do we have to offer 12 months warranty on all new parts or is just the vague old law that the service/job has to be fit for purpose?

 

[MM PC Solutions]

We offer 7 days on virus removal. If I happen to miss something in a removal, imho, it will be back right away, not 3 weeks later. So a week is a pretty good timeframe for us on virus removals. (Rarely get one back, if any)

My warranty is that the PC is virus free until it is used!
The buggers go straight back onto Facebook, Casino & Pervy sites!

However, I do hand out a pamphlet on how to avoid getting infected in future.

 

[dgiles79]

Check out this podnutz podcast. Starting at 2:19-12:37 they talk about warranties. I found this to be very informative in shaping my policies.

Thanks for the link, that was definitely informative. I also appreciate everyone's input on the topic.

I think a 30 day labor warranty on hardware installs seems to be a good length. I don't think i am going to specify a warranty on virus removal, since it is too easy for someone to reinfect themselves. Obviously I will guarantee that it is virus free when I finish servicing it, but any free labor for reinfected PCs will be handled case by case.

 

[SnoSalmon]

3 year warranty on most parts (stuff like batteries for UPS/laptops etc 1 year, mice and keyboards 1 year).
Warranty on work: 30 days
Have never had a machine come back for the same problem after a tune/de-virus, so haven't actually thought about that one.

 

[gravator]

However, I do hand out a pamphlet on how to avoid getting infected in future.

What do your pamphlets look like that you made?

 

[MM PC Solutions]

What do your pamphlets look like that you made?

I believe that you may find this thread interesting..
http://www.technibble.com/forums/showthread.php?p=101790#post101790

 

[fixitdaz]

12 months warranty or until powered on which ever comes soonest

Limited Warranty: Tech Repairs work is guaranteed - all work carried out has a 7 day guarantee, if the problem persists during the period of 7 days do not hesitate to contact us. New components are covered by the manufacturer's own warranty period, usually 12 months. This does not apply to the reoccurrence of viruses, malware or spyware due to customer negligence. This limited warranty applies to parts and labour costs only and will not cover any software corruption or errors. Virus spyware and other malware infections are not warranted.

This is part of my t&c we don't offer warranty on software or virus re infections

 

[bagellad]

no warranty of software, virus or the ilk.

hardware warranty is provided by the manufacturer.

 

[MobileTechie]

Does anybody know what the UK law is in terms of labour on a job? E.g do we have to offer 12 months warranty on all new parts or is just the vague old law that the service/job has to be fit for purpose?

Yes the sales of goods act says that what you sell must be fit for purpose and last accordingly. How long this statutory "warranty" applies is a grey area and depends on the product. Most electrical equipment you buy is expected to last a year I believe. However you can offer warranties of less or more since, as the signs state: "This does not affect your statutory rights". I.e. the customer can fight you in court whatever you offer.

My bug bear with warranties is disk drives. People sometimes come back with a disk problem, usually bad sectors, and expect a new drive. Given they are usually laptop owners you just don't know what they've been doing with the laptop - drops, knocks and power offs all cause bad sectors.