When you make a major purchase, the manufacturer or seller makes an important promise to stand behind the product. It’s called a warranty. Federal law requires that warranties be available for you to read before you buy even when you’re shopping by catalog or on the internet. Coverage varies, so you can compare the extent of warranty coverage just as you compare the style, price and other characteristics of products.
Although not required by law, written warranties come with most major purchases. When comparing written warranties, keep the following in mind:
- How long does the warranty last? Kore will provide a one (1) year service warranty on all products and services. It is important to note that each product purchased from Kore may carry different warranty plans. It is up to the customer to register each piece of equipment with the manufacturer to ensure proper warranty coverage from the manufacturer.
- Who do you contact to get warranty service? You may contact Kore or the manufacturer of the product.
- What will the company do if the product fails? If the product fails within the warranty period stated above, Kore will check the issue to determine a possible solution. Should the issue be related to a product malfunction or that of the installation itself, there will be no additional charges for Labor. Any shipping and handling charges or Manufacturer’s charges will be passed onto the customer for payment should they arise. If it is determined to be a result of end user negligence, the warranty will be nullified and the customer will be charged all applicable charges as stated below.
- What parts and repair problems are covered? All products provided by Kore have a manufacturer’s warranty which may supercede the warranty provided by Kore. Should that be the case, service charges will apply and any shipping and handling charges or manufacturer charges not covered by the manufacturer’s warranty will be passed onto the customer.
- Are there any conditions or limitations on the warranty? Warranties will become void should it be determined that the end user or customer was either directly or indirectly involved in the issue at hand or negligible in any way. For example, if the customer drops a TV or rats chew cabling and wiring, those issues would not be covered. Improper treatment or handling of equipment may result in product defects, therefore, the manufacturer may void the warranty, should they so choose.
Rates for out of warranty service:
- Initial Hour or Trip Charge – $150.00 per hour (Labor) + Material Expenses
- Additional hours – $100.00 per hour (Labor) + Material Expenses
Should the issue require extensive work, Kore may choose to provide a project estimate in lieu of charging an hourly rate.
To minimize problems:
- Register each product with the manufacturer. It is recommended that the customer register each product to ensure that the manufacturer has a record of each product should issues arise in the future.
- Save your receipt and file it with the warranty. You may need it to document the date of your purchase or prove that you’re the original owner in the case of a nontransferable warranty.
- Perform required maintenance and inspections.
- Use the product according to the manufacturer’s instructions. Abuse or misuse may void your warranty coverage.
If you have problems with a product or with getting warranty service:
- Read your product instructions and warranty carefully. Don’t expect features or performance that your product wasn’t designed for, or assume warranty coverage that was never promised in writing. A warranty doesn’t mean that you’ll automatically get a refund if the product is defective – the company may be entitled to try to fix it first. On the other hand, if you reported a defect to the company during the warranty period and the product wasn’t fixed properly, the company must correct the problem, even if your warranty expires before the product is fixed.
- Contact your state or local consumer protection office. They can help you if you can’t resolve the situation with the seller or manufacturer.
- Research dispute resolution programs that try to informally settle any disagreements between you and the company. Your local consumer protection office can suggest organizations to contact. Also, check your warranty; it may require dispute resolution procedures before going to court.
- Consider small claims court. If your dispute involves less than $750.00, you can usually file a lawsuit in small claims court. The costs are relatively low, procedures are simple, and lawyers usually aren’t needed. The clerk of the small claims court can tell you how to file your lawsuit and your state’s dollar limits.
- If all else fails, you may want to consider a lawsuit. You can sue for manages or any other type of relief the court awards, including legal fees. A lawyer can advise you how to proceed.
For More Information
The FTC works to prevent fraudulent, deceptive and unfair business practices in the marketplace and to provide information to help consumers spot, stop and avoid them. To file a complaint or get free information on consumer issues, visit ftc.gov or call toll-free, 1-877-FTC-HELP (14-877-382-4357); TTY: 1-866-653-4261. Watch a video , How To File A Complaint, at ftc.gov/video to learn more. The FTC enters consumer complaints into the Consumer Sentinel Network, a secure online database and investigative tool used by hundreds of civil and criminal law enforcement agencies in the U.S and abroad.
Extended Warranty Packages
Should the customer be interested in an extended warranty plan, the customer may contact Kore in order to obtain information pertaining to companies and plans that do provide additional service warranty plans regardless of the manufacturer’s warranty.
TEXAS ONLY: If you have any questions regarding the regulation of the service contract Provider or a complaint against the Obligor, you may contact the Texas Department of Licensing and Regulation, 920 Colorado, PO BOX 121547, Austin, Texas 78711, (800) 803-9202.