TAG Policies and Procedures - Technical Support

Technical Support Policies and Procedures

TAG's Technical Support Call Center is manned by certified TAG Engineers. To contact our technical support team call 877.TAG.TECH (824-8324), or send an email to supportstaff@tag.com.

Limited Warranty Agreement

This limited warranty is in lieu of all other warranties, express or implied, or statutory, including implied warranties of fitness for a particular purpose and mechantability, and all other obligations or liabilities of the part of Technology Advancement Group, Inc.

Technology Advancement Group, Inc. warrants to the Purchaser that the products purchased will be free from defects in material and workmanship under normal use for a period of time of one (1) year from the date of delivery, subject to the following terms and conditions:

 


Cancellation Policy

The Buyer has five (5) business days from the date of the purchase order to cancel and/or terminate an order with TAG. Cancellation/termination notice must be submitted in writing to TAG within five (5) business days from the date of the purchase order.

If written notification has not been received within five (5) business days from the date of the purchase order, TAG will consider the order to be “binding” and will proceed forward. Cancellation after five (5) business days from the date of the purchase order will be subject to cancellation fees based upon the production stage status at the time of cancellation and/or termination.

In such case where the Federal Government imposes (viii) 52.249-2, Termination for Convenience of the Government (Fixed-Price), TAG reserves the right to review all documentation. Cancellation fees will be based upon the production stage status at the time of cancellation and/or termination.


Standard Commercial Return to Manufacture Authority (RMA)/Shipping Policy

The customer is responsible for all costs associated with returning products to the TAG Dulles, VA site for repair and/or replacement. Upon completion of repairs, TAG is responsible for all return costs associated with shipping products back to customers – providing shipping destinations lie within the Continental United States. TAG will not directly cover costs associated with shipments to destinations outside of the Continental United States. If OCONUS or rapid/accelerated CONUS shipping is desired, customers will be required to provide TAG with account numbers for preferred shipping vendors. All shipping expenses in these instances will subsequently be absorbed by the customer.


Standard Commercial Warranty Repair Time

When a machine is returned to TAG’s corporate location for repair the turnaround time will vary. TAG prides itself on the fact that 85% of warranty repairs are repaired and shipped within 5-7 business days of their arrival at TAG’s corporate location. In extreme circumstances, the machine may take up to a month to repair. This is based on product availability and extensive troubleshooting. If a machine is going to take longer than 5-7 business days, the customer will be contacted and informed of an ETA. TAG’s policy is no advancements after the customer has had the product for 30 days.


Out of Warranty Service

Any service request conducted on an Out Of Warranty (OOW) machine is subjected to TAG’s Initial Failure Analysis (IFA). The complexity of the IFA can vary depending on the accuracy of the information provided by the OOW service requestor. TAG charges a flat-rate diagnostics fee, which may be partly or fully waived depending on the complexity of TAG’s IFA and the actual repair carried out on the OOW equipment.



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