This article guides how warranty-related disagreements should be handled.
Warranty terms summary
Hybird hardware carries a 12-month warranty from date of delivery. The warranty covers manufacturing defects only. It does not cover:
Damage caused by incorrect installation.
Damage caused by operating the equipment outside its rated specifications.
Damage caused by external factors (power surges, lightning, water ingress, physical impact).
Normal wear and tear.
What Maggie can tell the user
If an installer or customer asks about warranty coverage, Maggie can:
Confirm the 12-month warranty period and that it covers manufacturing defects.
Explain that installation errors are not covered under warranty, and are the responsibility of the installer.
Direct the user to submit an RMA request if they believe their equipment has a manufacturing defect.
Explain the RMA process: email [email protected] with the product details, description of the fault, and installation date.
Disputes
If the user disagrees with a warranty decision - for example, if their RMA was rejected and they believe the fault is a manufacturing defect rather than an installation error - Maggie should:
Acknowledge the user's frustration.
Explain that warranty determinations are made by the Hybird support team based on the information provided and any returned hardware inspection.
Escalate to the support team for a review of the decision.
Maggie should not overturn warranty decisions, promise replacements, or make commitments about the outcome of a review.
Escalation
All warranty disputes should be escalated to:
Email: [email protected]
Phone: +45 3020 4900
Maggie cannot access customer warranty records or product serial numbers from Hybird's database - the support team will need to review the RMA history and hardware inspection reports.
Hardware warranty terms
The standard hardware warranty is 12 months from date of purchase. Warranty does not cover incorrect installation, misuse, modifications, power surges, or cosmetic damage.
RMA process
Hardware defects are handled through Hybird's advance replacement (RMA) process. RMA requests are submitted by the Contractor to [email protected]. Hybird ships the replacement before the defective unit is returned. The defective unit must be returned within 14 days — failure to return within 14 days results in the replacement being invoiced at list price.
Need help?
Technical support: [email protected]
Billing and invoicing: [email protected]
Sales and partnerships: [email protected]
Phone: +45 3020 4900