Warranty

Limited Warranty Policy on Turnkey Systems
1 Beyond’s standard limited warranty is three years on-site, parts, and labor. The warranty includes all components originally shipped in the chassis, keyboard, mouse, and monitor. This warranty ensures that all products will remain in working condition, free of defects, under normal use for 36 months from the date of shipment.

Monitors purchased with a computer are warranted in a manner consistent with a customer’s computer warranty, except that monitors may have to be sent to the monitor manufacturer for repair. If a customer reports a monitor failure within 20 days of purchase, it will most likely be replaced by new product. After 20 days, it will be either repaired or replaced by a reconditioned monitor.

Issues Not Covered By Warranty
The customer will be charged for service in cases where the problem was traced to one of the following:

• Failure of hardware or software not provided by 1 Beyond.
  
• Accident, abuse, water damage, or causes other than normal wear and tear.
  
• Power surge or shortage.
  
• User-installed software or software virus.
  
• Software malfunction, software bugs, file corruption, or file deletion.
  
• Complications due to user-installed components and software not covered under this warranty.

1 Beyond will not be held responsible for lost data due to hardware failure or software bugs. The customer is responsible for maintaining backups, doing system checks / disk cleanups, defragmenting hard drives, etc.

1 Beyond’s editing workstations are sold as editing workstations and are not intended to be modified by the customer. 1 Beyond will not provide technical support for modifications made by the customer, and any repair work arising from said modifications will be billed to the customer; this also includes round-trip shipping charges.

Return for Repair Procedure
In order to initiate a warranty repair service, the following procedure must be followed:

• The customer will speak with a 1 Beyond service technician to pinpoint the nature of the problem to see if it can be repaired over the phone.
  
• If it is determined that it should be sent to 1 Beyond for repair, the customer will pack up the system in the original boxes and packaging.
  
• The customer will include a copy of the 1 Beyond invoice detailing the purchase, as well as the serial number from the computer.
  
• The customer will provide a written, detailed description of the problem either with the shipment or in and email to .
  
• If on-site hardware repair work is deemed necessary by 1 Beyond, the customer will be instructed to provide their location and contact details to our on-site service representative. On-site service does not cover trips to service items that can be easily returned to 1 Beyond by the customer for replacement, (e.g. keyboard, mouse, etc.) or general troubleshooting. The on-site service technician will only replace parts that have been determined to be "defective" by 1 Beyond, and will not perform software reloading or optimization.
  
• Normal part replacement procedure involves the customer shipping back the defective part first before receiving a replacement part. 1Beyond will ship out a replacement part once it has received and inspected the defective part sent by the customer.
  
• At times, cross-shipping may be necessary in time-sensitive situations. Cross-shipping involves 1 Beyond and the customer simultaneously sending replacement and defective parts, respectively. In this case, a Returned Merchandise Authorization (RMA) number is needed. To obtain a cross-ship RMA number, customers must provide 1 Beyond with a valid credit card number (VISA/Master Card/American Express) to cover the replacement cost of the part at the time they obtain the RMA number. This charge will be processed only if the customer fails to return the defective part at their expense within ten business days from the date of obtaining the RMA cross-ship number.
  
• The defective product must be returned in its original shipping box. If it is not available, it must be double-boxed and packaged by a professional shipping company (e.g. Federal Express, UPS, or Mailboxes etc.).
  
• Product shipment must be insured for approximate replacement cost, which can be based on the original purchase price, or by consulting 1 Beyond prior to shipment.
  
• Proper packing and freight charges to 1 Beyond are the responsibility of the customer.
  
• 1 Beyond will pay for the most reasonable return shipment to the customer.

Return for Refund Procedure
Refunds will be made up to 20 days from the date of shipment, provided all the following requirements are met:

• The customer must call and receive a valid RMA number.
  
• The customer will return ALL original boxes, software, and manuals in their original condition.
  
• The equipment must be returned by the same carrier and in the same delivery time as when it was originally shipped to the customer; this also includes the same insurance coverage.
  
• All equipment must be in intact and unmodified.
  
• The customer pays all freight and insurance costs.

A 15 percent re-stock fee will apply, and no refunds will be made after 20 days following date of shipment.

Any claims under this warranty are non-transferable. 1 Beyond must receive products returned under this warranty before the 3-year warranty period has expired. During this period, 1 Beyond will, at its discretion, repair or replace any eligible part, which is determined by 1 Beyond to be defective in materials or workmanship.

1 Beyond reserves the right to repair or replace defective parts with like products of equal or better quality than original parts. The responsibility is limited to repair or replacement, which may be chosen by 1 Beyond at its sole discretion.

Any disputes arising from this warranty policy will be settled under the rules and laws of the State of Massachusetts. No other implied or explicit warranties are granted.

1 Beyond in Service:
We pride ourselves in our dedication to our customers. We make every attempt to assess your needs and recommend the system best suited to you. Whether you are editing for broadcast, documentaries, feature films, commercials, corporate or other training or promotional videos or using the platform for teaching, we will find the configuration best suited for you. 1 Beyond has without a doubt the widest range of video producing systems in the industry. After you purchase a 1 Beyond system, we provide you with not one but four levels of support.

Levels of Support:

• "I think it's broken" support - Since we designed and built your system, you have only one place to call for hardware and software support. The majority of the time it’s a simple setting or use problem. If your system does break, we offer 3 years of on-site warranty for parts replacement, with every desktop system, and 1 year return to 1 Beyond warranty for laptops, with optional extended warranty. This level 1 is what most companies refer to as support. We have three more layers.
  
• Editing Support - "How to do it?" support. We have a full time staff of professional editors who use our systems daily to do projects of all types specifically to keep current on editing tricks and tips.
  
• Post Editing support - More important than ever is "now that I have the editing done, I want to distribute it on CD or interactive CD or DVD or broadcast compatible formats or compress it for the Web..." Our production staff is faced with these challenges daily and we specifically seek out difficult jobs to be sure that when you call, we have the answers.
  
• 1 Beyond offers Custom Training Courses – Our professional staff is available either on-site at our customers facilities or at our 1 Beyond corporate office for specialized training programs customized for your needs. Call for information.

Technical Support
In addition to the limited warranty described above, 1 Beyond provides technical support to help customers determine whether or not they are experiencing an error or failure due to a hardware malfunction. Call 1 Beyond, 617-591-2200, Monday – Friday, 9:30 a.m. – 6:30 p.m.

Top