Amiga Technical Support Note

Should I send it back for checking?

If you still have no success and you believe that there is a defect with the product you have purchased you may request a Returns Authorisation Number (RAN) so that you can send the product back to us for checkout and/or replacement. You should ring, w write or fax the Eyetech technical support centre with details of your problem to request a returns authorisation number or - if appropriate - to arrange to have your Rev 1.D.4 or 2.B motherboard modified as described above.

Before contacting technical support you must have the following information to hand (it must also be included with any correspondence):

• Your invoice number, Eyetech customer code and date of invoice.
• The name and (if applicable) serial number of the product that you have purchased
• A list of all main components in your system including:
  • The manufacturer of your A1200 (Amiga International/Escom or Commodore)
  • The revision level of the A1200 motherboard
  • The make, model physical size and capacity and supplier (as relevant) of all hard drives, CDROMs, accelerators, I/O expander cards, Zip drives etc used with your A1200
  • A list of any third party driver software loaded as default by your operating system on startup (eg SCSI, scanner, printer, CDROM drivers, MCP, MUI etc)
  • A list of all the tests that you have conducted - as recommended above - and their results.

Organising a product return

The returns procedure works as follows:

• You ring Eyetech for a Returns Authorisation Number (RAN).
• You pack the goods in the original packing material in which the goods were shipped to you - or better - and write the RAN clearly on the address label. Any goods in transit damage due to defective packaging is your responsibility.
• You send the goods to us using an insured, confirmed delivery service (such as registered post) or ring Eyetech to arrange a collection. Note that any collection arranged by us under an RAN procedure will be charged to you under all circumstan nces and must be paid before your goods are returned, or will be deducted from any refund made.
• Eyetech's engineers will check out the returned goods using a revision 1.D.1 motherboard and a configuration as close to your own as we are reasonably able to put together.
• If a fault is found then:
  • if the goods are returned within 90 days of purchase the goods will either be repaired or replaced and returned to you carriage free. You should allow a turnround time of up to 10 working days from the date of receipt by us to subsequent despatch.
  • if the goods are returned outside 90 days of purchase but within 12 months of purchase they will be returned to the original manufacturer for repair. In this case Eyetech makes a standard scale charge to cover the carriage and administration costs of handling the warranty claim with the manufacturer on your behalf. This fee is normally between £10 and £30 per item, plus return carriage. As part of this charge, and where we currently hold an identical or functionally similar item in stock, we would normally replace the defective item directly to eliminate the inevitable repair delays that you would otherwise have.
• If no fault is found then we will contact you to ascertain the most appropriate course of action. This would typically be:
  • you return the rest of your system to us for any required motherboard modifications and for us to install and configure the new product together with any other A1200 accessories you wish to be installed at the same time. This is a chargeable servic ce.
  • we return the tested product to you for you to reinstall. In this case a small charge will be made to cover the costs of technical resource spent configuring and testing the product and for return carriage. This fee is normally between £10 and d £30 per item, plus carriage, depending on the value of the item and the complexity of the testing routines undertaken.
  • (exceptionally) we authorise a refund - less our administrative and technical costs - for the product purchased. As none of our products are sold on a trial basis this course of action will only be considered where: the product (including any assoc ciated literature and packaging) is returned unmarked and in fully resaleable condition and any known motherboard deficiencies have been rectified (at your own expense) and the product has been returned within 30 days of purcha ase under an authorised returns procedure. The refund is based on Eyetechs latest published retail price for the product on the date that the refund is agreed, less the testing/restocking fee. This fee is normally between £10 and £30 per item de epending on the value of the item and the complexity of the testing routines undertaken prior to restocking. For the sake of clarification you should note that carriage and/or credit card clearance fees are non refundable. These fees are reduced by 50% if you wish to exchange the goods for others of an equal or higher value to reflect our lower administration costs.