X-Treme Premium Manufacturer Support*
a. The Premium Level Support Fee will be $15.00/unit for Premium Level Support treatment.
b. The fee must be purchased at the time of sale.
c. This service is not available for items shipped via Freight Carrier.
d. The fee is non-refundable in the event the unit is returned.
2. Customer Receives Non-functioning or Damaged Product:
a. If a customer contacts AlIco Manufacturing claiming manufacturer's defect or damage resulting from the initial shipment, the following steps are taken to remedy the situation.
3. Support Level 1:
a. All shipping damage must be reported within 10 days of delivery.
i. The customer is required to notify us of ALL damages at the time of their first contact with our Customer Care or Technical Support staff.
(1. Any warranty orders shipped after the first initial warranty order, due to Shipping damage, as a result of the customer failing to properly disclose all damages, will not be counted towards the parts cycles detailed in section 3.d.)
b. AlIco Manufacturing troubleshoots the problem with customer. If necessary, replacement parts are shipped without charge and assistance to install these replacement parts is provided via Support Ticket, email or phone.
c. If the customer is required to return any part prior to receiving replacement parts (for example; a lithium battery), AlIco will provide the customer with a pre-paid return shipping label for the part.
d. If three attempts fail to resolve the issue(s) (three cycles of parts shipments & tech support), and customer requests a return, escalate to Support Level 2.
4. Support Level 2:
a. If Support Level 1 does not resolve the problem, then at AlIco Manufacturing's expense, the product is shipped back to AlIco Manufacturing and new product is shipped to the customer.
b. If AlIco deems the unit to be non-repairable then at AlIco Manufacturing's expense, the product is shipped back to AlIco Manufacturing and new product is shipped to the customer.
c. The customer may return the damaged/defective merchandise for a refund, but the merchandise must be returned at customer expense and the actual cost of shipping the merchandise to the customer will be non-refundable.
5. Customer Refuses Service:
a. If the customer refuses Support Level 1 or Support Level 2 support and demands a return; the customer may return the damaged/defective merchandise, but the merchandise must be returned at customer's expense.
6. In addition:
a. The standard X-Treme 15-Day Return Policy is extended to 30 days for all Premium Level Support orders.
b. This agreement does not extend past the standard warranty period, unless both the Premium Level Support Fee and an Extended Warranty have been purchased.
This service is only available on Ground items.