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The Depot service program is designed to provide mail-in unit repair service for those Customers requiring asset tag tracking or who prefer to retain their existing scanner. Depot service is available for all Workgroup, Departmental, Network and Low-Volume scanners (excluding the fi-5750C & fi-6770 Series). Depot, Post-Warranty is available after the Limited Warranty period and can be purchased in single or multi-year increments.
Depot service includes spare parts, labor and one-way shipping back to Customer for verified hardware failures. Service is available across the United States. Service will be provided between 8 a.m. and 5 p.m. PST, Monday through Friday (excluding holidays). Depot service does NOT include preventative maintenance, consumables and cleaning materials, troubleshooting of software configuration, applications or set-up.
In the event of a hardware failure, Technical Assistance Center (TAC) will assist the Customer in resolving the problem over the telephone. Customer must provide TAC with the product model number, part number, serial number and a description of the problem. Customer may be asked to run some simple, self-diagnostic tests and report the resulting status and error code messages. This will assist TAC in determining if the problem is the scanner or another component of Customer’s system and if the problem can be resolved over the telephone. After TAC verifies a hardware problem, a service call will be initiated. TAC will open a Depot service call and provide instructions to ship the product to the Fujitsu Service Depot Center.
Upon receipt of the product, the Fujitsu Service Depot Center will repair product. The repaired product will be shipped back to Customer within five (5) business days.
If upon inspection of the defective scanner it is determined that the scanner is not defective, Customer will be billed by Fujitsu at the then current “No Trouble Found” (NTF) charge for that scanner. If upon inspection of the defective scanner it is determined that the problem is caused by user maintainable items (consumables), Customer will be billed by Fujitsu at the then current NTF charge for that scanner plus applicable consumables.