Engrain defaults to the manufacturer’s warranty on all hardware, but provides a supplemental hardware support program up to 24 months from date of hardware delivery. This hardware support program includes assistance in working with the manufacturer to process defective equipment claims, and in some cases providing replacement equipment via Engrain’s Hardware Loan Program when manufacturer timeframe for replacement is not satisfactory to Client. During this 24 month period, Engrain support staff will work with Client to investigate, troubleshoot and resolve any hardware malfunction as quickly as possible. While Engrain support representatives will do everything in their power to expedite manufacturer claims, Engrain may not be held responsible for shipping, repair or replacement delays on behalf of the manufacturer. The manufacturer warranty is three years from hardware purchase date.
Engrain offers an extended two year manufacturer warranty that may be purchased up to 24 months from hardware purchase date. The cost of this extended warranty program is $1,500. This program covers replacement parts, repair labor, freight fees, equipment replacement, and costs associated with installation of replacement equipment. This program is available in the continental US and Canada only.
In cases where manufacturer timeframe for hardware repair or replacement is not satisfactory to Client, Engrain may provide temporary replacement equipment to the Client via Engrain’s Hardware Loan Program. If Client requests temporary loan equipment Engrain will coordinate shipping and installing temporary equipment at Client site. Engrain will also coordinate removal of equipment once repaired equipment is back on site as well as installation of repaired equipment. Client will be responsible for freight and installation fees associated with installing temporary equipment, but there is no charge for the temporary equipment itself. The standard loan term for this program is 30 days. Equipment provided will be as close to client’s original configuration as possible, but may not be exact. To request participation in this program please reach out to Engrain Support.