Manufacturer of
Trading Computers for TradingComputers.com

Falcon Trading Systems, Ltd. Warranty

We administer our warranty program in-house. Falcon Trading Systems, Ltd. will be referred to as 'Falcon' for the remainder of this document. Our warranty is administered as follows:

Understanding Reliability

Studies have shown that 60% of all electronic component failures occur in the first 200 hours of operation (marked "T1" in the graphs). As time passes, the chance of failure declines until the components reach the wear-out phase (greater than 5 years for most solid-state electronic components).

Trading Computers Reliability
Trading Computers Reliability
Component "burn-in" is when you run the equipment through the T1 period to reduce the risk of failure. Many PC builders use a 24-48 hour "burn-in". However, unless you do a 200 hour run, it does not qualify as a true burn-in by generally accepted Quality Assurance methods, and only a very small number of failures will be found. We perform several hours of testing to ensure that all components are working correctly.

Table of Contents

North American Warranty

Coverage

Applies only to computers, monitors, monitor stands, and accessories shipped within USA or Canada.

Silver and Gold Warranty

The Silver Warranty covers the Desktop Trading Computer itself, including all standard1 hardware and ordered software purchased from Falcon.

Monitors will NOT be covered after the first 30 days. See Duration for further info.

Accessories (Keyboard, Mouse, Speakers, etc.) will NOT be covered after 1 year. See Duration for further info.

Platinum Warranty

The Platinum Warranty covers the Desktop Trading Computer itself, including all standard1 hardware and ordered software.

Monitors and Accessories (Keyboard, Mouse, Speakers, etc.) are COVERED if they are purchased with a Desktop Trading Computer under the same Order Number (example: 81812942).

Additional Warranty Information

The Products we sell are designed and intended for rigorous use by professional, business, and commercial users. These computers are more sophisticated than household/consumer grade computers and may have different operating characteristics.

We are not liable for loss of use as a result of Shipping Delays.

We are not responsible for loss of data as a result of equipment failure. It is highly recommended that you create backups of your system on a regular basis.

A Surge Suppressor is required to be in place at all times while your computer is under warranty.

The warranty does not cover damage due to wet, harsh, or corrosive environments (e.g. corrosion from salt in the air due to operation on or near the ocean). Damage from an electrical surge is not covered unless you bought a surge protector from us.

1 If you requested a special component to be installed which we do not normally stock then some restrictions apply to the special component. If the component fails then you must either:

  1. Obtain a replacement part yourself,
  2. Get the manufacturer to replace the part,
  3. Send it to us for a replacement exchange from the manufacturer if it is possible for us to do so. This may involve significant delays.

If there is a problem, you will be called upon to perform various actions with our direction. You will be asked to perform recovery tasks and preliminary troubleshooting on your computer. These tasks, in some cases, may take a few hours to perform. YOUR COOPERATION IS REQUIRED AS A CONDITION OF ON-SITE WARRANTY SERVICE. If you do not wish to cooperate then you must ship the computer to us for repair.

Our Technical Support service, On-site technician service and replacement service does not cover re-loading your self-installed software if the Operating System requires re-installation.

Responsibility for Damage

If the Products are received damaged, we must be informed immediately. If the boxes are heavily damaged you can either refuse the delivery or inspect the computer for any signs of physical damage before signing. If there is no shipping damage, then you are responsible for the as-found condition of the computer when it arrives at your location. Our intake inspection is the only condition that will be valid in identifying damage. If the Product should have to be returned, it must be in the original packaging to avoid shipping damage. Poorly packaged Product returns are likely to be damaged, and the shipper may not accept responsibility for the damage. In such cases, the customer is responsible for Product damages (parts and labor).

Alternative Policies

We reserve the right to negotiate alternative terms with individual customers based on individual circumstances. Such changes in agreements are only by mutual consent and are binding on all parties to the agreement.

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Lifetime Phone Support

We provide expert technicians to resolve computer problems. This is in contrast to low paid foreign telemarketers used by the manufacturers of mass-produced computers. Remote Desktop Assistance is available for software related issues (Windows, Anti-Virus, etc.) purchased with the computer. The Falcon Support program must be installed and running for us to be able to connect to your computer.

Hours

Silver Warranty

The Silver warranty is in force for 3 and a half years: A period of 3 years parts and labor, including on-site labor. After the 3 year period expires then it enters the extension period of 6 months where we will provide free labor on repairs that are performed at our facility. We provide assistance getting you up and running during the first 3 months allowing for most reasonable requests. From 3 - 5 months we provide technical support for any hardware device or software that we sold and can also provide advice and recommendations on other hardware and software issues (items that have been purchased from other vendors). After 5 months we continue to provide you with advice and recommendations whenever necessary, but remote troubleshooting and repair is limited to hardware related problems. Some limitations apply (i.e. printer related issues, third party device drivers).

Gold Warranty

The Gold warranty is in force for 4 years: A period of 3 years parts and labor, including on-site labor. On-site labor is only available during the first 3 years of the warranty. After the 3 year period expires then it enters the extension period of 1 year for USA customers in 48 states: In the first 4 months of the extension we provide free ground shipping to and from Falcon plus free parts and labor. During months 5 - 8 of the extension period we provide free ground shipping to and from Falcon plus free labor (but not free parts). During months 9 - 12 of the extension period we provide free return ground shipping from Falcon (but not to Falcon) plus free labor (but not free parts). We provide assistance getting you up and running during the first 3 months allowing for most reasonable requests. During the entire warranty period we provide technical support for any hardware device or software that we sold you and can also provide advice and recommendations on other hardware and software issues (items that have been purchased from other vendors). Some limitations apply (i.e. printer related issues, third party device drivers).

Platinum Warranty

The Platinum warranty is in force for 5 years: A period of 3 years parts and labor, including on-site labor. On-site labor is only available during the first 3 years of the warranty. After the 3 year period expires then it enters the extension period of 2 years for USA customers in 48 states: In the first 6 months of the extension we provide free ground shipping to and from Falcon plus free parts and labor. During months 7 - 12 of the extension period we provide free ground shipping to and from Falcon plus free labor (but not free parts). During the final year we provide free return ground shipping from Falcon (but not to Falcon) plus free labor (but not free parts). We provide reasonable efforts* for most reasonable requests. During the entire warranty period we provide technical support for any hardware device or software that we sold you and can also provide advice and support, allowing for most reasonable requests, on other hardware and software issues (items that have been purchased from other vendors). Few limitations apply.

* We will exercise discretion, good faith and balance in delivering non-warranty tech support with our need to serve all our customers on a given day within a reasonable period of time.

Out of Warranty

We may provide assistance if you are out of warranty. We may limit assistance to 20 minutes or less, per incident. Out of Warranty calls will be answered based on the availability of our technical support staff.

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Virus Removal

An important difference between our computers and household/consumer grade computers is compatibility with anti-virus software. Many anti-virus software packages are not designed or tested by their manufacturers for use on sophisticated computer systems and can significantly reduce the computer's performance. You do not have to buy anti-virus software from us, but if you use anti-virus software then you should use one that we recommend. If you call us for technical support that relates to software that does not operate correctly and you are using a non-recommended anti-virus program then that anti-virus program will need to be removed before support can proceed.

If you purchased our 1 year virus and spyware protection and support service then we will do all that we reasonably can to remove viruses from your computer. This service is not a 100% guarantee that all viruses can be removed or that the system can be returned to 100% of its original configuration after the virus is removed. Some viruses cause irreversible damage. The virus protection service will provide remote assistance in removing a virus that has been detected but not removed by anti-virus software or by the customer. No anti-virus software provides 100% protection. When a virus escapes the protection of the anti-virus software then we will attempt to remove it remotely. If that is not successful then we will require the customer to send the hard drive to our facility for more advanced troubleshooting. Expedited shipping is not included in the service. This service is limited to two incidents per year per customer.

Silver and Gold Warranty

Available if Anti-Virus Software is purchased with computer under the same Order number (example: 81812942).

Platinum Warranty

Fully covered via remote/phone technical support.

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Duration

Desktop Trading Computers

We warranty our new computers against defects in materials or workmanship for a period of 1 - 3 years from the date of shipping. Some computers sold in the past may have shorter warranty periods; see your Invoice to determine the warranty period on older computers.

Silver Warranty: 1 to 3 years

Gold and Platinum Warranty: 3 years

Monitors

Silver Warranty: No coverage beyond the first 30 days. You will need to contact the monitor manufacturer for support or replacement.

Gold Warranty: No coverage beyond the first 30 days. You will need to contact the monitor manufacturer for support or replacement.

Platinum Warranty: 3 year coverage by Falcon. Must be purchased with Desktop Trading Computer under same Order number (example: 81812942).

Accessories

Silver Warranty: Keyboard, mouse, speakers, and other minor components external to the computer have a 1 year warranty. 2nd Day Shipping on replacements.

Gold Warranty: Keyboard, mouse, speakers, and other minor components external to the computer have a 1 year warranty. Next Day Shipping on replacements.

Platinum Warranty: Keyboard, mouse, speakers, and other minor components external to the computer have a 3 year warranty. Must be purchased with Desktop Trading Computer under the same Order number (example: 81812942). Next Day Shipping on replacements.

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Parts and Shipping

USA (48 states)

Silver Warranty: 2nd Day shipping paid by us.

Gold and Platinum Warranty: Next Day paid by us.

Canada

Silver Warranty: International Economy or International Priority paid by you.

Gold and Platinum Warranty: International Economy paid by us.

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On-Site Service and Labor

Available for Desktop Trading Computers only

USA (48 states)

Problems with desktop computers will be analyzed on the phone and may require your assistance (as outlined elsewhere in this document). If phone-based support cannot resolve the problem then an on-site repair will be scheduled. If parts are required then a repair technician will be scheduled to show up when the parts arrive. If the computer is not operable then replacement parts will be shipped for 2nd Day or Overnight delivery (based on Warranty purchased). Repairs can usually be completed on the day that the technician is on-site.

We contact technicians in your area and pay them to go to the location of the computer and perform repairs. Depot service may be required in some motherboard replacement situations to ensure the repair brings the computer back to full performance.

ON-SITE REPAIRS CAN ONLY BE ACCOMPLISHED WITH YOUR COOPERATION. ON-SITE TECHNICIANS IN MOST AREAS ARE NOT ADEQUATELY TRAINED FOR DIAGNOSIS OF PROBLEMS, ONLY REPLACING PARTS. IF THE PROBLEM CANNOT BE NARROWED TO A SPECIFIC COMPONENT THROUGH YOUR COOPERATION WITH OUR PHONE SUPPORT TECHNICIANS, THE COMPUTER MUST BE RETURNED TO US FOR REPAIR.

Silver Warranty: You are expected to do non-skilled actions like replace video card or installing the operating system. These actions are done with guidance from our tech support team.

Gold and Platinum Warranty: You are expected to do only normal computer user tasks during troubleshooting. Other work is done by an on-site technician or at the factory.

Canada

We will provide instructions to the local repair shop for part replacement. Depot service is only considered in cases where the cause of the problem cannot be determined by remote diagnostics.

Silver and Gold Warranty: You pay the local repair shop labor fee.

Platinum Warranty: We pay the local repair shop labor fee up to $120US per event, up to $300US per computer.

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Upgrades

Upgrade options are usually limited by technology improvements over time.

USA (48 states)

Depot Service may be required depending on the upgrade.

Silver and Gold Warranty: Available at a reasonable cost to the customer.

Platinum Warranty: Available at a discounted cost to the customer.

Canada

Depot service is unavailable.

Silver and Gold Warranty: Not Available.

Platinum Warranty: Available at a reasonable cost to the customer.

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Depot Service

USA (48 states)

Silver and Gold Warranty: If your computer needs repairs that cannot be done on-site, then Falcon pays for 3 day shipping both ways for repair at the Falcon Repair Depot.

Platinum Warranty: If your computer needs repairs that cannot be performed on-site, then Falcon pays for 2 day (USA) shipping both ways for repair at the Falcon Repair Depot.

Canada

Silver and Gold Warranty: Not Available

Platinum Warranty: See On-Site Service for details.

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Replacement Option

In very rare situations, a customer may have a computer that requires more than one or two repairs. This usually occurs because the problem was not correctly diagnosed or the repair person incorrectly performed the repair (or both). Many of these circumstances are beyond our control and we ask you, the customer, to be patient with the process. All efforts possible will be employed to prevent the need for, and shorten the duration of, multiple repair circumstances. We may elect to transfer and re-use high-cost low-turnover components. Computers will be completely replaced under the following policy:

Desktop Trading Computers

Silver Warranty: Not included

Gold Warranty: Not included

Platinum Warranty: Available within the first 7 months.

Computers will be replaced when any one of the following conditions are met:

  1. Your computer does not meet your needs and the purchase was based on inaccurate information or recommendations from our Website, or from a written communication from us.
  2. Significant Shipping Damage.
  3. The computer does not meet the Website posted performance specifications or functions.
  4. You received a different item or an uncorrectable configuration error, such as a Dual-Core CPU computer rather than a Quad-Core CPU computer.
  5. During the first 2 weeks after you receive your computer, we will usually replace it with a new computer after 1 unsuccessful repair, unless the second repair is fast and very simple.
  6. During the first 30 days after you receive your computer, we will usually replace it with a new computer after 2 unsuccessful repairs, unless the third repair is fast and very simple.
  7. During the first 60 days after you receive your computer, we will usually replace it with a new computer after 3 unsuccessful repairs, unless the fourth repair is fast and very simple.
  8. During the first 90 days after you receive your computer, we will usually replace it with a new or factory re-furbished computer after 4 unsuccessful repairs, unless the fifth repair is fast and very simple.
  9. During the first 9 months after you receive your computer, we will usually replace it with a factory re-furbished computer after 4 unsuccessful repairs, unless the fifth repair is fast and very simple.
  10. After 9 months, computers are generally not replaced.

LCD Monitors

The replacement process during our warranty period will take 4-6 business days in most cases.

Silver and Gold Warranty: Available within first 30 days. After which you must contact that monitor manufacturer.

Platinum Warranty: Available for full 3 years of the warranty if they are purchased with a Desktop Trading Computer under the same Order Number (example: 81812942)..

Accessories

The replacement process during our warranty period will take 4-6 business days in most cases.

Silver and Gold Warranty: Available within the 1st year.

Platinum Warranty: Available for full 3 years of the warranty if they are purchased with a Desktop Trading Computer under the same Order Number (example: 81812942)..

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Return Policy

Prior to returning any Product you must obtain approval from us.

Allowable Return Policy

Terms

A defective computer is one that does not operate the way it was designed to operate. If the computer was ordered with an Operating System or Software, problems with the programing code of the Operating System or any Software installed does not constitute a defect in our product. If the customer finds some aspects of the computer undesirable, but it is a normal condition, that does not constitute a defect. Lack of compatibility with some peripherals does not constitute a defect.

Who pays for shipping?

You pay to return the computer to us for a refund.

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United Kingdom Warranty

Applies only to computers, monitors, monitor stands, and accessories shipped to the UK.

Coverage

The United Kingdom Warranty covers the Desktop Trading Computer itself, including all standard1 hardware and ordered software purchased from Falcon. Warranty issues will be covered through the US Office.

Monitors and Accessory (Keyboard, Mouse, Speakers, etc.) issues will be handled through the UK office

Additional Warranty Information

The Products we sell are designed and intended for rigorous use by professional, business, and commercial users. These computers are more sophisticated than household/consumer grade computers and may have different operating characteristics.

We are not liable for loss of use as a result of Shipping Delays.

We are not responsible for loss of data as a result of equipment failure. It is highly recommended that you create backups of your system on a regular basis.

A Surge Suppressor is required to be in place at all times while your computer is under warranty.

The warranty does not cover damage due to wet, harsh, or corrosive environments (e.g. corrosion from salt in the air due to operation on or near the ocean).

1 If you requested a special component to be installed which we do not normally stock then some restrictions apply to the special component. If the component fails then you must either:

  1. Obtain a replacement part yourself,
  2. Get the manufacturer to replace the part.

If there is a problem, you will be called upon to perform various actions with our direction. You will be asked to perform recovery tasks and preliminary troubleshooting on your computer. These tasks, in some cases, may take a few hours to perform. YOUR COOPERATION IS REQUIRED AS A CONDITION OF SERVICING COSTS. If you do not wish to cooperate then you must pay to ship the computer to us for repair.

Our Technical Support service and replacement service does not cover re-loading your self-installed software if the Operating System requires re-installation.

Responsibility for Damage

If the Products are received damaged, we must be informed immediately. If the boxes are heavily damaged you can either refuse the delivery or inspect the computer for any signs of physical damage before signing. If there is no shipping damage, then you are responsible for the as-found condition of the computer when it arrives at your location. Our intake inspection is the only condition that will be valid in identifying damage. If the Product should have to be returned, it must be in the original packaging to avoid shipping damage. Poorly packaged Product returns are likely to be damaged, and the shipper may not accept responsibility for the damage. In such cases, the customer is responsible for Product damages (parts and labor).

Alternative Policies

We reserve the right to negotiate alternative terms with individual customers based on individual circumstances. Such changes in agreements are only by mutual consent and are binding on all parties to the agreement.

Back to Table of Contents

Lifetime Phone Support

We provide expert technicians to resolve computer problems. This is in contrast to low paid foreign telemarketers used by the manufacturers of mass-produced computers. Remote Desktop Assistance is available for software related issues (Windows, Anti-Virus, etc.). The Falcon Support program must be installed and running for us to be able to connect to your computer.

Hours

We provide assistance getting you up and running during the first 3 months allowing for most reasonable requests. From 3 - 5 months we provide technical support for any hardware device or software that we sold and can also provide advice and recommendations on other hardware and software issues (items that have been purchased from other vendors). After 5 months we continue to provide you with advice and recommendations whenever necessary, but remote troubleshooting and repair is limited to hardware related problems. Some limitations apply (i.e. printer related issues, third party device drivers).

Out of Warranty

We may provide assistance if you are out of warranty. We may limit assistance to 20 minutes or less, per incident. Out of Warranty calls will be answered based on the availability of our technical support staff.

Back to Table of Contents

Virus Removal

Available if Anti-Virus Software is purchased with computer under the same Order number (example: 81812942).

An important difference between our computers and household/consumer grade computers is compatibility with anti-virus software. Many anti-virus software packages are not designed or tested by their manufacturers for use on sophisticated computer systems and can significantly reduce the computer's performance. You do not have to buy anti-virus software from us, but if you use anti-virus software then you should use one that we recommend. If you call us for technical support that relates to software that does not operate correctly and you are using a non-recommended anti-virus program then that anti-virus program will need to be removed before support can proceed.

If you purchased our 1 year virus and spyware protection and support service then we will do all that we reasonably can to remove viruses from your computer. This service is not a 100% guarantee that all viruses can be removed or that the system can be returned to 100% of its original configuration after the virus is removed. Some viruses cause irreversible damage. The virus protection service will provide remote assistance in removing a virus that has been detected but not removed by anti-virus software or by the customer. No anti-virus software provides 100% protection. When a virus escapes the protection of the anti-virus software then we will attempt to remove it remotely. If that is not successful then we will require the customer to send the hard drive to our facility for more advanced troubleshooting. Expedited shipping is not included in the service. This service is limited to two incidents per year per customer.

Back to Table of Contents

Duration

Desktop Trading Computers

We warranty our new computers against defects in materials or workmanship for a period of 1 - 3 years from the date of shipping. Some computers sold in the past may have shorter warranty periods; see your Invoice to determine the warranty period on older computers.

Monitors and Accessories

No coverage beyond the first 30 days. You will need to contact the monitor or accessory manufacturer for support or replacement.

Back to Table of Contents

Parts, Labor, and Shipping

Available for Desktop Trading Computers only

Problems with desktop computers will be analyzed on the phone and may require your assistance (as outlined elsewhere in this document). If there is a part that needs replaced, we will consider the situation to determine the best cost-equivalence to a North American Silver Warranteed computer. Some circumstances may require you to pay the difference in shipping or labor.

Examples:

  1. If the part is small (i.e. video card, memory, solid state drive) and can be shipped at a low cost, and you can install the part yourself, we may pay for International shipping.
  2. If the part is large (i.e. motherboard, power supply), we may pay for International shipping if you will pay the labor charge for the installation at a local repair shop.

We will provide instructions to a local repair shop for part replacement. Depot service is only considered in cases where the cause of the problem cannot be determined by remote diagnostics.

REPAIRS CAN ONLY BE ACCOMPLISHED WITH YOUR COOPERATION. REPAIR SHOPS IN MOST AREAS ARE NOT ADEQUATELY TRAINED FOR DIAGNOSIS OF PROBLEMS, ONLY REPLACING PARTS. IF THE PROBLEM CANNOT BE NARROWED TO A SPECIFIC COMPONENT THROUGH YOUR COOPERATION WITH OUR PHONE SUPPORT TECHNICIANS, THE COMPUTER MUST BE RETURNED TO US FOR REPAIR AT YOUR EXPENSE.

Back to Table of Contents

Upgrades

Upgrade options are usually limited by technology improvements over time.

Part upgrades are available at a reasonable cost to the customer.

You are responsible for shipping and labor charges.

Return Policy

Prior to returning any Product you must obtain approval from us.

Allowable Return Policy

Terms

A defective computer is one that does not operate the way it was designed to operate. If the computer was ordered with an Operating System or Software, problems with the programing code of the Operating System or any Software installed does not constitute a defect in our product. If the customer finds some aspects of the computer undesirable, but it is a normal condition, that does not constitute a defect. Lack of compatibility with some peripherals does not constitute a defect.

Who pays for shipping?

You pay to return the computer to us for a refund.

Back to Table of Contents

Warranty Coverage outside North America and UK

Coverage

This warranty covers the Desktop Trading Computer itself, including all standard1 hardware and ordered software. Warranty issues will be covered through the US Office.

Additional Warranty Information

The Products we sell are designed and intended for rigorous use by professional, business, and commercial users. These computers are more sophisticated than household/consumer grade computers and may have different operating characteristics.

We are not liable for loss of use as a result of Shipping Delays.

We are not responsible for loss of data as a result of equipment failure. It is highly recommended that you create backups of your system on a regular basis.

A Surge Suppressor is required to be in place at all times while your computer is under warranty.

The warranty does not cover damage due to wet, harsh, or corrosive environments (e.g. corrosion from salt in the air due to operation on or near the ocean).

1 If you requested a special component to be installed which we do not normally stock then some restrictions apply to the special component. If the component fails then you must either:

  1. Obtain a replacement part yourself,
  2. Get the manufacturer to replace the part.

If there is a problem, you will be called upon to perform various actions with our direction. You will be asked to perform recovery tasks and preliminary troubleshooting on your computer. These tasks, in some cases, may take a few hours to perform. YOUR COOPERATION IS REQUIRED AS A CONDITION OF SERVICING COSTS. If you do not wish to cooperate then you must pay to ship the computer to us for repair.

Our Technical Support service and replacement service does not cover re-loading your self-installed software if the Operating System requires re-installation.

Responsibility for Damage

If the Products are received damaged, we must be informed immediately. If the boxes are heavily damaged you can either refuse the delivery or inspect the computer for any signs of physical damage before signing. If there is no shipping damage, then you are responsible for the as-found condition of the computer when it arrives at your location. Our intake inspection is the only condition that will be valid in identifying damage. If the Product should have to be returned, it must be in the original packaging to avoid shipping damage. Poorly packaged Product returns are likely to be damaged, and the shipper may not accept responsibility for the damage. In such cases, the customer is responsible for Product damages (parts and labor).

Alternative Policies

We reserve the right to negotiate alternative terms with individual customers based on individual circumstances. Such changes in agreements are only by mutual consent and are binding on all parties to the agreement.

Back to Table of Contents

Lifetime Phone Support

We provide expert technicians to resolve computer problems. This is in contrast to low paid foreign telemarketers used by the manufacturers of mass-produced computers. Remote Desktop Assistance is available for software related issues (Windows, Anti-Virus, etc.). The Falcon Support program must be installed and running for us to be able to connect to your computer.

Hours

We provide assistance getting you up and running during the first 3 months allowing for most reasonable requests. From 3 - 5 months we provide technical support for any hardware device or software that we sold and can also provide advice and recommendations on other hardware and software issues (items that have been purchased from other vendors). After 5 months we continue to provide you with advice and recommendations whenever necessary, but remote troubleshooting and repair is limited to hardware related problems. Some limitations apply (i.e. printer related issues, third party device drivers).

Out of Warranty

We may provide assistance if you are out of warranty. We may limit assistance to 20 minutes or less, per incident. Out of Warranty calls will be answered based on the availability of our technical support staff.

Back to Table of Contents

Virus Removal

Available if Anti-Virus Software is purchased with computer under the same Order number (example: 81812942).

An important difference between our computers and household/consumer grade computers is compatibility with anti-virus software. Many anti-virus software packages are not designed or tested by their manufacturers for use on sophisticated computer systems and can significantly reduce the computer's performance. You do not have to buy anti-virus software from us, but if you use anti-virus software then you should use one that we recommend. If you call us for technical support that relates to software that does not operate correctly and you are using a non-recommended anti-virus program then that anti-virus program will need to be removed before support can proceed.

If you purchased our 1 year virus and spyware protection and support service then we will do all that we reasonably can to remove viruses from your computer. This service is not a 100% guarantee that all viruses can be removed or that the system can be returned to 100% of its original configuration after the virus is removed. Some viruses cause irreversible damage. The virus protection service will provide remote assistance in removing a virus that has been detected but not removed by anti-virus software or by the customer. No anti-virus software provides 100% protection. When a virus escapes the protection of the anti-virus software then we will attempt to remove it remotely. If that is not successful then we will require the customer to send the hard drive to our facility for more advanced troubleshooting. Expedited shipping is not included in the service. This service is limited to two incidents per year per customer.

Back to Table of Contents

Duration

Desktop Trading Computers

We warranty our new computers against defects in materials or workmanship for a period of 1 - 3 years from the date of shipping. Some computers sold in the past may have shorter warranty periods; see your Invoice to determine the warranty period on older computers.

Monitors and Accessories

No coverage beyond the first 30 days. You will need to contact the monitor or accessory manufacturer for support or replacement.

Parts, Labor, and Shipping

Available for Desktop Trading Computers only

Problems with desktop computers will be analyzed on the phone and may require your assistance (as outlined elsewhere in this document). If there is a part that needs replaced, we will consider the situation to determine the best cost-equivalence to a North American Silver Warranteed computer. Some circumstances may require you to pay the difference in shipping or labor.

Examples:

  1. If the part is small (i.e. video card, memory, solid state drive) and can be shipped at a low cost, and you can install the part yourself, we may pay for International shipping.
  2. If the part is large (i.e. motherboard, power supply), we may pay for International shipping if you will pay the labor charge for the installation at a local repair shop.

We will provide instructions to a local repair shop for part replacement. Depot service is only considered in cases where the cause of the problem cannot be determined by remote diagnostics.

REPAIRS CAN ONLY BE ACCOMPLISHED WITH YOUR COOPERATION. REPAIR SHOPS IN MOST AREAS ARE NOT ADEQUATELY TRAINED FOR DIAGNOSIS OF PROBLEMS, ONLY REPLACING PARTS. IF THE PROBLEM CANNOT BE NARROWED TO A SPECIFIC COMPONENT THROUGH YOUR COOPERATION WITH OUR PHONE SUPPORT TECHNICIANS, THE COMPUTER MUST BE RETURNED TO US FOR REPAIR AT YOUR EXPENSE.

Back to Table of Contents

Upgrades

Upgrade options are usually limited by technology improvements over time. The computer must be sent in to Falcon for any upgrades in order to ensure that the new parts work with the computer.

Part upgrades are available at a reasonable cost to the customer.

You are responsible for shipping and labor charges.

Return Policy

Prior to returning any Product you must obtain approval from us.

Allowable Return Policy

Terms

A defective computer is one that does not operate the way it was designed to operate. If the computer was ordered with an Operating System or Software, problems with the programing code of the Operating System or any Software installed does not constitute a defect in our product. If the customer finds some aspects of the computer undesirable, but it is a normal condition, that does not constitute a defect. Lack of compatibility with some peripherals does not constitute a defect.

Who pays for shipping?

You pay to return the computer to us for a refund.

Back to Table of Contents