MIDDLE
Customer Service

Return Policy

We return / give credit to all the parts that are returned within 15 days from the date of purchase. However, all such parts are subject to a 20 % restocking fee. If the return is after 15 days from the date of purchase, the parts may only be replaced. Please fill out the on-line RMA Form and read the Terms and Conditions for Customer Service.
Note: Contact us ( Send email to : onyx@rollanet.org ) for details on how to send a product back, refund policy, etc. Special order and non-inventory items can not be returned at all. No refunds on labor, shipping and finance charges.

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WARRANTY INFORMATION


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Basic Part Warranty

Manufacturer: All parts sold loose or with a system come with a minimum of one year manufacturer's warranty; however, some parts have a longer warranty, CPU's and memories not sold as a part of a complete system have a 15 and 30 day warranty, respectively. It's totally at the discretion of manufacturer, not ONYX Communications, as to how these services are rendered to the customers. Most of the manufacturers quote about 1 week of time to repair/replace the parts after they receive the equipment; some are slow, and others have very quick response.

ONYX Communications : We offer a 15 day customer satisfaction, limited replacement/exchange of parts warranty with any of the systems or components you buy from us. This means you can swap the non-functional parts or upgrade them through us if you have a change of mind. All of the special order and non-inventory items are excluded from this policy.

As a courtesy to our customers, we will provide whatever help we can to get repairs done by the manufacturer. However, it takes an average 2-3 weeks from the time of receipt of your equipment before we can ship you back the repaired parts .

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Extended Two Year Warranty

This is the extension of the manufacturer's Basic Parts Warranty for extra one year (for a total of two years) on all of the components used in the CPU - BOX built by ONYX Communications only. This means that any external peripheral such as keyboards, mice, digitizers, monitors, printers, etc. are not covered where as components within case/chasis (eg. motherboard, powersupply, memory, cpu, cards, drives, etc.) would be covered under limited usage. The extended two year warranty must be purchased along with the purchase of a new system.

CHARGES: TOTAL SYSTEM COST:
IF LESS THAN $2500 , COST:$99.00
IF LESS THAN $5,000, COST: $149.00
IF OVER $5,000 COST:$199.00


The replacement of parts is not offered only when ONYX Communications feels that the failure is due to customer's abuse, neglect, or misuse.

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System Labor Warranty

ONYX Communications offers a limited 1 year labor warranty on the purchase of new systems. This covers repairs and diagnostics at no cost to customer to determine the hardware incompatibilities for the cpu box only. The parts in the system which are found to be defective are covered under our "Basic Parts Warranty". Such systems would have to wait until the parts come back from the vendors after repairs. ONYX Communications does not guarantee the hardware compatibility on the Add-on parts purchased after the intial purchase of a system. Returns resulting from any of these situtations would be subject to our regular "RETURN" policy. In addtion, ONYX Communications does not guarantee any future upgrade compatibility.
The customer must ship the equipment at their expense. The system should be properly packaged and must have a RMA# (Click here to send an RMA request).
Shipping address: 1814 Independence Rd, Rolla, MO-65401. You can also reach us by phone: (573) 341-5449.
Repair time depends on the nature of the problem. ONYX Communications can make no guarantees as to when repair will be completed, but will make its best effort to repair the system expeditiously.

Note: This Labor warranty is extended to only those problems resulting from defective hardware or failure resulting from extended use. ONYX Communications's warranty does not apply to the labor for repairs resulting from software incompatibility or from any modifications to original system setup. For such repairs, a min $35/hour fee will be charged. Unless specified in writing, ONYX Communications only warrants the compatibility of the system with a Microsoft DOS/Windows operating system and the support is available only if this option is purchased from ONYX Communications. ONYX Communications is not liable for any loss of data on the disk drive; however, if any transfer of data is required while performing these services, a minimum charge of $50 will be applied.
The above fees are applicable without exception. The warranty is void if the seal on the back of the computer is broken.

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System Upgrades

Any upgrade required on machines built by ONYX Communications with basic "LABOR WARRANTY" should be subject to labor charges in addition to the basic cost for each of the individual parts, the actual labor charge may be higher if it takes longer to fix the designated problem.


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ONYX Communications Terms and Conditions

  • Non-ONYX Communications systems include
    • system which are not assembled at ONYX Communications and by ONYX Communications technicians;
    • original ONYX Communications configured systems modified by customer (adding, removing and/or changing harware configurations) without ONYX Communications's prior consent.
  • All non-ONYX Communications parts/systems are subject to a minimum charge of $50/hr for diagnosis, upgrade and/or repair. All original ONYX Communications systems will be charged at $35 per hour for upgrades.
  • All repairs/upgrades require the original invoice, documentation/manual on components and diskettes on both the hardware and software being used in the machine. If any of the above-mentioned items are missing, ONYX Communications will charge the customer $25/hr for the time spent in finding documentation/software.
  • All software problems (viruses, setup, configuration, compatibility problems, etc.) are subject to a minimum charge of $50/hr.
  • ONYX Communications is not responsible for any damage/loss/stolen goods that may occur to the customer's component(s)/system(s) during upgrades/diagnosis/ repair. However, ONYX Communications will take utmost care in storage & handling of the customer's material.
  • ONYX Communications is not responsible for any data/information on customers' storage devices (floppies, hard drive, data catridge, CD-ROM etc.). It is the customer's responsibility to back up all data/information on the system(s)/part(s) that need to be repaired/upgraded.
  • ONYX Communications is not responsible for any software/hardware compatibility issues on parts/systems customer does not purchase from ONYX Communications, as well as upgrade/repair not performed by ONYX Communications.
  • ONYX Communications is not responsible for any compatibility and/or future upgrade issues of hardware/software on any original/upgraded ONYX Communications system.
  • All warranties will be voided if any components/systems which have been tempered with, damaged and/or used contrary to manufacturer's operating guidelines.

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LIABILITY: THE FOREGOING WARRANTIES ARE CONTINGENT UPON THE PROPER USE OF THE HARDWARE IN ACCORDANCE WITH THE INSTRUCTIONS AND SPECIFICATIONS PUBLISHED BY THE MANUFACTURER AND MAY NOT APPLY TO ANY HARDWARE THAT HAS BEEN REPAIRED OR MODIFIED BY PERSONS OTHER THAN ONYX COMMUNICATIONS.

THE EXPRESS WARRANTIES SET FORTH HEREIN ARE IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, ANY WARRANTIES OF MERCHANTABILITY OF FITNESS FOR A PARTICULAR PURPOSE.

CUSTOMER AGREES THAT ONYX COMMUNICATIONS SHALL NOT BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT, OR CONSEQUENTIAL DAMAGES OR FOR THE LOSS OF PROFIT, REVENUE, OR DATA ARISING OUT OF THE SUBJECT MATTER OF THIS WARRANTY AGREEMENT, EVEN IF ONYX COMMUNICATIONS SHALL BEEN ADVISED OF THE POSSIBILITY OF SUCH POTENTIAL LOSS OR DAMAGE.
ONYX Communications
 "Highest Quality, Lowest Prices"