Standard Communications TVM Series Owner's Manual page 66

GOLD STANDARD SUPPORT PROGRAM
The Gold Standard Support Program is designed to provide domestic users of our commercial systems the
best possible support and service available. Here is how the program works:
SEVEN-YEAR GUARANTEE
In the event of technical problems requiring SCC-factory repair during the first 12 months from purchase date,
SCC will warrant the cost, including parts and labor, as specified in SCC's Satellite & Broadband Products
Division Limited Warranty policy. During the next six years following expiration of the original warranty, the
maximum service charge will be $150.00, and recertification of all PSR-series receivers will be an additional
$150.00. Whenever possible, SCC will attempt to upgrade performance to the latest improved specification,
while remaining below the maximum service charge. Qualifying merchandise must be assigned an SAR
(Satellite & Broadband Advance Repair) number by SCC's Customer Service administrator. The equipment
then can be shipped to SCC, freight prepaid. SCC will return the equipment, freight prepaid, via FedEx
Standard Air, unless otherwise specified, at the customer's expense. Repair charges will be applied at the
out-of-warranty rate in the event of physical or electrical abuse to in-warranty equipment.
LIFETIME LOANER PROGRAM
This program has been established to minimize downtime resulting from SCC equipment failure in critical
service situations. The program is provided FREE (excluding freight) for the life of qualifying
SCC-manufactured equipment. In the event that any SCC-manufactured equipment covered under the loaner
program fails during normal operation, SCC will provide a compatible SCC loaner unit to the customer to
sustain present operations for the duration of time it takes SCC to repair and return the customer's unit. To
qualify for this program, the customer must have a current open-terms account in good standing with SCC, and
provide a purchase order for the estimated freight costs. A special 24-hour shipping program has been
arranged with FedEx.* All shipping arrangements are taken care of by the SCC Customer Service
Administrator. The customer will receive a package consisting of: (a) a special shipping case; (b)
SCC-specified loaner equipment; and (c) shipping and agreement documents.
A purchase order number must be provided for the estimated shipping costs before the loaner equipment is
delivered (customer pays shipping). The customer must return the defective equipment to SCC, freight
prepaid, in the supplied shipping case, within 48 hours of receiving the loaner equipment. SCC will return the
repaired equipment freight prepaid. The customer must then return the loaner equipment to SCC, freight
prepaid, in the supplied shipping case within 72 hours of receiving the repaired equipment. If the loaner
equipment is not shipped within 72 hours, a daily rental fee, not to exceed five percent of the net cost of the
equipment, will be charged to the customer's account until SCC's loaner equipment is returned. Please call
the Satellite & Broadband Products Division's Customer Service Administrator at Extension 316 for additional
information on qualifying equipment and procedures.
CLAIMS
Claims for shortages, erroneous charges, or price corrections must be presented within 30 days of invoice
date. Freight damage claims should be filed directly with the delivering carrier within seven days.
NEW and UNOPENED EQUIPMENT may be returned for credit with prior approval from SCC within 30 days of
invoice date. A 20 percent processing and handling charge will be assessed on any new items returned for
credit. Please call the Satellite & Broadband Products Division's Sales Administrator for further information.
NOTE: SCC will do its best to ship a complete unit within 24 hours. In the event of power failure, natural disaster, or any other
circumstance beyond SCC's or FedEx's control, the Lifetime Loaner Program could be discontinued. The Gold Standard Support
Program is subject to change or modification without notice.