Horizon Software International, LLC Retail POS System Warranty, Replacement, RMA Procedures Hardware Diagnostics & Troubleshooting ver. 1.0 2015
Introduction The following document is intended as a reference guide with regard to issues pertaining to damaged, defective or otherwise inoperable hardware purchased for use with the Health Care Market Retail-POS software applications distributed by Horizon Software International (HSI). If questions or concerns arise while reviewing this guide please contact Horizon Software s Customer Support Department: 800-741-7100 Installation Types Horizon s Retail POS Application Systems have the following different types of installations. CO Server Installations (i.e. POS-System Application Servers, aka Central Office, Standalone Line 1, SQL Servers). Line Machine Installations (Line Terminals; Cash Registers). NetSetup Installations (Administrative workstations utilizing.net Framework). Key Settings When making changes to a Retail POS Application machine pay close attention to the type of installation housed on the machine. Here are a few key things to keep in mind when making changes to the infrastructure of a Retail POS Application machine; System: Registry settings Security Settings Communications settings Any of these settings, if configured improperly, can cause failures that negatively impact the operation and overall performance of the Health Care Market Retail POS Application System. Improperly configured device settings will affect the productivity of the workstation to whch they are installed. The Windows User logged into the workstation must have the constant ability to install / remove various hardware drivers and configuration utilities, as well as the ability to edit these settings to perform proper diagnostics & troubleshooting if required. Page 1 of 4
Approved Hardware Peripherals All hardware ditributed by HSI is internally tested and approved for use with its Health Care Retail-POS applications. Examples include but are not limited to specific models of: IBM SurePos model terminals, printers, magstripe readers Dell Server & Workstation CPUs Tablet PCs All-in-One CPU/Display PCs Firebox touch-screen monitors Tripp-Lite Keyspan serial to USB adapters (1 & 4 port) Barcode scanners Biometric scanners (Finger-imaging) Cash Drawers Coin Dispensers Magstripe readers Pole Displays Printers Proximity readers Scales If you have any questions regarding the warranty coverage of your POS-system hardware, please contact the Horizon Customer Support Team: 800.741.7100 Except in special cases, all hardware peripherals purchased through HSI are covered by an extended repair or replacement warranty period of three years from the date of purchase, typically surpassing manufacturers guarantees. Should a peripheral be deemed defective in that time-frame after due diagnostics and troubleshooting by our support technicians, a returm material authorization (RMA) will be issued in accordance with internal guidelines. Please note: This does not pertain to equipment which has suffered damage due to Power supply; surge events (including lightning strikes), improper use or negligence in following the manufacturers recommended policies of operation and maintenance. Page 2 of 4
Repair or Replacement Warranty Service Level Agreement (SLA) In the event that a hardware peripheral is deemed defective and a RMA is warranted The customer must provide the model and serial number of the defective unit to be returned. Horizon Support will submit the product details to our logistics dept. for warranty verification. If the unit is verified to be eligible for warranty processing, the RMA will then be created by Horizon Support. This will consist of an email to the [specified] contact(s) at the customer location, containing instructions with regard to packaging and shipping details. IMPORTANT: Material returns fall under three (3) major classifications: 1. RMA DOA (Dead on Arrival). In the event that a peripheral fails; is deemed to be defective within 30 days of purchase, a RMA will be generated immediately on warranty verification. A replacement unit will then be shipped to the customer in accordance with vendor policy. Upon receipt of the replacement unit, the customer is then advised to contact Horizon Support to assist with any needed configuration. 2. RMA Within Warranty. In the event that a peripheral fails; is deemed to be defective after 30 days, but less than threeyears from the date of purchase, a RMA will then be generated following warranty verification and the unit will be subject to manufacturer; vendor policy with regard to repair or replacement. If a repair policy, the unit must be shipped in accordance with RMA instructions so it can be inspected and repaired if possible. If so, the unit will be returned to the customer when those repairs are completed. If the unit cannot be repaired, then a replacement unit will be returned to the customer. In either case, the unit will be shipped in accordance with the policies of the manufacturer or vendor. If a replacement policy, the unit must be shipped in accordance with RMA instructions so it can likewise be inspected. A replacement unit will be returned to the customer in accordance with the policy of the manufacturer or vendor. Note: in each of these cases, it is not a matter of policy for the manufacturer, vendor or HSI to provide a surrogate unit on loan until this process is completed. The customer may need to function without the use of this device(s) until the repaired; replacement unit is returned. 3. RMA New Return (Return to vendor for credit): In the event a customer purchases a device that it finds it no longer wants; needs within 30 days of purchase, and the device is not used it may be returned for credit. Restocking fees may apply in accordance with the policy of the manufacturer; vendor from whom it was purchased. Page 3 of 4
Diagnostics & Troubleshooting If a device is not performing properly, rebooting the computer to which it is attached can sometimes restore proper system settings that are inhibiting it from functioning properly. Likewise, ensure all cables used to connect the device are secured, and not damaged. Problems with hardware peripherals can be effectively diagnosed remotely and assistance provided in restoring the operation of the unit in question. In the event that a device is not performing properly, or is believed to be defective, please contact the Horizon Software Customer Support Team: 800-741-7100. NEVER disassemble or in any other way alter the physical condition or construction of the device that is exhibiting a problem. Doing so will often void any warranty considerations, and could also result in personal injury. Horizon Support will never advise you in this regard. Out of Warranty Replacement Should the warranty term be expired for a device that has failed, the Horizon Customer Support team will submit a request for quote (RFQ) to our Sales and Marketing division on your behalf. A price-quote will then be sent to the specified contact for a replacement unit at current market value at that time. Once the quote is accepted; approved and returned in accordance with the instructions in that correspondence, the new replacement unit will be ordered and shipped then in the fashion you specify, i.e. standard; economy or expedited freight. Important Contact Information Horizon Customer Support Line 1.800.741.7100 Health Care Support Supervisor: Lakeishia Elliott lelliott@horizonsoftware.com Office 770-554-6353 x269 Key Customer Advocate: Erica D Onofrio edonofrio@horizonsoftware.com Office 770-554-6353 x 386 Cell 404-933-1119 Page 4 of 4