ARHW general conditions

How it works

ARHW and HEW are offered at the time of purchase of the hardware component.  The annual subscription fee is calculated as a percentage of the standard dealer cost of the components to be covered.  ARHW and HEW are offered only on uniquely identifiable components.  The serial number of the hardware component is used to identify the component and this is logged by ICON at the time of purchase.

It is not possible to transfer ARHW or HEW cover to hardware of the same type but with a different serial number.  This means that ARHW or HEW must be purchased for each individual component in a system even if the system includes multiple identical components.

Hardware components

Once the ICON support team have agreed that a component is faulty a replacement will be sent. For most components the replacement can be sent before the faulty item is returned to ICON.

Handsets

In the case of handsets the handset must be returned to ICON for inspection before the replacement is sent.

Conditions The following general conditions apply.  Other conditions may be specified at time of ordering or in contract documents. ARHW and HEW must be ordered at time of placing the order for the hardware

• ICON will endeavour to keep replacement items in stock for the duration of the contract term

• In the case of ARHW, the replacement component will be sent for next working day delivery (note 2) using Royal Mail Special Delivery Next Day or a similar service

• The replacement component must be fitted by the dealer’s engineers

• The faulty component must be returned (note 1) within 10 days of the date of dispatch of the replacement unit

• The dealer is responsible for the cost of returning the faulty component to ICON

• The serial number of the faulty component must have been registered with ICON at time of purchase

• The replacement component will only be sent out on the authority of the ICON engineering support team

• In the case of HEW, the faulty handset must be returned to ICON before a replacement handset is sent out.

• An invoice will be raised for the full cost of the replacement component plus any shipping costs and will be charged to the dealer if ;
  • the component is not returned within the required time
  • the component returned is found to have a serial number which is not logged with ICON
  • the fault is found to be due to negligence or careless use, accident, incorrect maintenance or any cause not attributable to faulty manufacture or parts

 

Claiming ARHW and HEW

1)   Telephone the ICON technical support team. Do not return the faulty component before contacting support.  The support team will review the problem and confirm that the hardware component is faulty and that ARHW or HEW applies. In the case of ARHW ICON will send a replacement out using a next day delivery service to be fitted by the dealer’s engineers. In the case of HEW ICON will ask for the faulty handset to be returned for exchange.
2)   In the case of ARHW return the faulty item within 10 working days of the date of dispatch of the replacement component. If the faulty component is not returned to ICON within the required time ARHW will not apply and the dealer will be invoiced for the full cost of the component plus any shipping costs.

 

Note 1:	Handsets must be returned to ICON before a replacement is sent.
Note 2:	Next day delivery is not available in all areas. Contact ICON to confirm that your address is eligible for next day delivery.