Warranty

Phone = (01270) 898 078
E-Mail = support@palicomp.co.uk

In All Communication Please State Your Internal Palicomp Reference Number. This Is In The Sales E-Mails And/Or Hand Written In Black Marker On Top Of The Box EG – PAL12

7 DAY FREE COLLECT & RETURN WARRANTY

If within 7 days of signing for the item, a fault is reported and logged at our support department (01270) 898 078, and we cannot help over the phone, then we will arrange a FREE OF CHARGE collection at a time and address convenient for you (9-5). The PC will then be brought back to Palicomp Ltd the following day to resolve the issue, This is done usually within 3 working days. We will also then send the item back out FREE OF CHARGE on a next working day delivery.

12 MONTH RETURN TO BASE WARRANTY

The start date of the 12 month return to base warranty is the date that you sign for the item from our courier. If a hardware fault occurs with the PC within this time, then you will need to contact our support department (01270) 898 078, we will help try and diagnose the problem over the phone, if this cannot be done then you will need to send the unit back to us at the above address via any recorded method. Please note that we are an internet based mail order company so do not have the usual shop facilitys to bring back/collect items. The customer is responsible for all carriage charges on this warranty. If the problem turns out to be not related to hardware failure (i.e. software/conflict issue) then this is chargeable before the return of the unit.

Components
Minimum of 12 months return to base warranty. Please call (01270) 898 078 or e-mail support@palicomp.co.uk and request an RMA number if a fault occurs. We will then let you know what warranty is with the items, as some items come with an end user manufactures warranty that does not involve Palicomp.

TFT's
In most cases the screens sold by Palicomp Ltd all have a 3 year end user warranty, please call (01270) 898 078 or contact support@palicomp.co.uk for contact numbers for various manufacturers. All TFT manufacturers deal direct with the end user and are very friendly in arranging a replacement.

Dead Pixel Policy For LCD and TFT Monitors.

If your query relates to a Monitor, specifically in relation to dead pixels, please be aware that all of Palicomps suppliers and therefore Palicomp Ltd conform to the ISO 13406-2 standard – the acceptable number of dead pixels based on screen size and resolution.  A brief outline of this is below.

All monitors stocked by Palicomp Ltd are class II Products and as such any monitors with dead pixels of equal to or less than those defined within the ISO 13406-2 standard will not be accepted for return.

ISO 13406-2 Guidelines for Pixel Defects

LCD displays are made up of a set number of pixels and each pixel is made from 3 sub-pixels; one Red, one Blue and one Green.  Every sub-pixel is addressed by its own transistor and so the manufacture of a glass substrate is very complex.  Due to the nature of the manufacturing process, occasional defects can occur.  Pixel defects or failures cannot be fixed or repaired and can happen at any stage in the LCD's life.

To regulate the acceptability of defects and to protect the end user, ISO have created a standard for manufacturers to follow.  ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced, within the terms & conditions of warranty. 

All reputable manufacturers conform to and support the ISO 13406-2 standard.

The table below shows the allowable number of malfunctioning pixels that are acceptable, depending on the native resolution of the LCD and allowing for 2 malfunctioning pixels per million pixels.

The standard lists four pixel fault classes. Three types of defective pixels are described:

type 1 = a hot pixel (always on, being colour white)

type 2 = a dead pixel (always off, meaning black)

type 3 = a stuck pixel (one or more sub-pixels (red, blue or green) are always on or always off)

The table below shows the maximum number of allowed defects (per type) per 1 million pixels.

Definition of Pixel Fault Classes – Maximum number of faults per million pixels

While Palicomp Ltd will replace your screen if it falls into one of these fault categories, or if you experience any other faults, we generally recommend contacting the manufacturer directly.  This is due to their excellent swap out service, speed of replacement and the high standards of technical support you will receive under the terms of their 3 year warranty.

RMA Returns

1. Obtain an RMA Number

In all circumstances you must e-mail us with as much information as possible on your fault. To do this you will need to contact our Helpdesk Dept. They will then issue you with your Returns Number (RMA Number) - used for internal administration purposes - write this number down as you will need it for future reference. Our Returns Manager can be contacted by E-Mail on the following address :~ support@palicomp.co.uk

2. Obtain a Returns Form

After you have had a response from our Helpdesk Dept, you will need to fill out an official Palicomp Returns Form. Most customers have Microsoft Excel and can click on the link below to open up the form. Alternatively you can request a copy via e-mail (again at the above E-Mail address).

**** MICROSOFT EXCEL VERSION OF RETURNS FORM ****

3. Fill in as much information as possible

Please take your time with the returns form as mistakes on this can cause delays at our end. The most important section is to describe your fault as accurately as possible. Don't forget to read the terms and conditions at the foot of the form and to also sign it.
 

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