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| Customer Support |
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Because Entré uses only the highest quality components to build their custom work stations and servers, it is a rare occasion when one of them has a problem. |
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Most often problems can be handled over the phone. But when it is necessary to bring a built-to-order system or one purchased from another manufacturer into the shop, our service department will quickly resolve the problem and get you back on line. |
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Entré's service department is an A+ industry-certified repair facility and consists of highly trained individuals who will do their best to take care of your computer problems with speed and efficiency. We have technicians in our department certified by IBM, Compaq/HP, Toshiba, Intel, and others. |
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Entré does handle software problems but be aware that they are much harder to isolate and solve than hardware. Most software manufacturers will gladly support their products. Many of them provide free support.
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| Warranties |
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The service department would like to make our customers aware of some points concerning warranties that many people have questions about: |
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The manufacturer grants a warranty to guarantee its products and parts. This is an assurance to the purchaser that the product will work properly according to its design specifications. |
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This does not provide you any assurance of compatibility or that your applications will work or run in any manner at all. Only that the equipment will work correctly according to its design. When manufacturers issue a warranty, they are in effect saying to the consumer I stand by my product. So, if there is a problem, they [the manufacturer] will correct it. Or, for most major purchases, an Authorized Dealer of the manufacturer will correct it according to the manufacturer's guidelines. |
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It is particularly important to know the terms and conditions of the warranty on your computer hardware because warranty provisions vary from one manufacturer to another. For example, IBM's warranty on the Personal Computer states that, if you have a defective IBM part, IBM will not only provide you with a new part but also pay for the labor charges involved in replacing the defective one. So, you have not incurred any expense, regardless of the cost of the part or the labor involved, your only responsibility is to call an authorized service center like Entré to arrange the repair of your system. On the other hand, some manufacturers provide the new part at no charge but require the buyer to pay the labor and shipping costs incurred in replacing it. Most manufacturers specifically exclude any warranty of merchantability, fitness for a particular purpose, up-time, etc. Most manufacturers also do not provide for the warranty replacement of third-party devices installed in their equipment. If one of those is found to be bad, you are subject to the terms of that device's warranty. |
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It should also be noted that very few manufacturers make any warranty at all concerning the operation of pre-installed software or the reinstallation of that software in the event of a hardware failure. You may, under the warranty terms, be required to either reinstall your own software or pay someone to do it for you. You may also have been required to make installation diskettes for reinstallation from your system when you got it. If you didn't, you may have to either buy the software outright or purchase the backup copies from the manufacturer. |
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| Check into the warranty terms and conditions |
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A critical area not addressed by some manufacturer's warranties is the time necessary to effect repairs. Most manufacturers do an excellent job expediting spare parts, providing a fast turnaround on repair and replacement of broken parts. But, turnaround time may on occasion be as much as four to seven days, or longer, depending on the part's availability and the manufacturer's warranty policy. In many cases with add-on parts, the warranty is a send-the-part-in-for-repair situation. For a home computer, this may be an acceptable time-frame. For a business-critical computer, it probably is not. If your entire organization relies on a network and your server crashes, can you afford to be without it for eight working days?
If you cannot, why not consider a Service Agreement?
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| Entré Service Agreements |
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Our goal at Entré is customer satisfaction through service. Service Agreement clients receive our highest priority service. We gear our business specifically to their support. Our management, administration and systems engineers are committed to exceeding contract requirements.
It should be noted that our service contracts do not cover software reinstallation, installation, reconfiguration, or support resulting from a hardware failure. They only make provision for repair or replacement of the defective hardware.
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