Warranty Periods

The warranty period for Glyph products varies depending on the configuration. Storage sub-systems included in a rack enclosure, such as hard disk drives, tape drives and optical drives are sometimes covered by a separate warranty than that of the rack enclosure. Please read carefully the warranty policy below.

GT Series (including FireWire 800 versions): GT 050, GT 050Q, GT 051, GT 060BR, GT 062, GT 103, GT 205, GT 308, GT Key, GT Kit - 3 Years

• FireWire fixed or hot-swappable hard drives included in a GT Series enclosure - 3 Years
• Optical drives included in a GT Series enclosure - 3 Years
• Tape drives included in a GT Series enclosure - 3 Years
• SCSI fixed or removable hard drives included in a GT Series enclosure - 5 Years

Classic Products including Trip and 2U - 5 Years

• SCSI fixed or removable hard drives included in a Trip or 2U enclosure - 5 Years
• FireWire fixed hard drives included in a Trip or 2U enclosure - 3 Years
• GT Kit and GT Key drives included in a Trip or 2U enclosure - 3 Years
• Optical drives included in a Trip or 2U enclosure - 1 Year
• Tape drives included in a Trip or 2U enclosure - 1 Year
• DV Project - 3 Years
• Host Bus Adapters - 1 Year
• Accessories - 1 year

Archiving Products

• PortaGig - 1 Year
• DVD Duplicator - 3 Years
• netDrives and netDrives800 - 1 Year
• Optical Drives - 1 year
• Tape Drives - 1 year
• Cables - 30 days

Monitoring Products

• GPM-216 - 3 Years

Warranties apply only to the original purchaser and are not transferable. Glyph Technologies offers varying warranties on all products sold to end-users. Please complete our online registration, or print out a Warranty Card and return it to Glyph so we may track the warranty accordingly. Proof of purchase may be required on any Warranty Repair claim. The Warranty includes all parts and labor. It will also include return shipping, via Fed Ex Express Saver, at no charge to the customer (within continental U.S. only). Glyph is not responsible for damaged or lost products during shipping. Therefore, products should be shipped with insurance for the amount of the product. Glyph will insure the product during the return shipping only. An expedited return will be the responsibility of the customer. Typical turnaround time in-house is 48 hrs or less providing replacement availability.

Replacement Policy

If our Service Department cannot repair the product, then a replacement product may be necessary. Products still under warranty can be replaced with new, serviced or refurbished products. The product will be replaced with a comparable or newer manufactured product. The warranty on replacements will continue from the original warranty date.

Special Order Products

If a product was 'SPECIAL ORDERED' from Glyph, (i.e. not in Glyph product listing), and is in need of replacement, the product will be (at Glyph's discretion) replaced with the same or a comparable product. There may be an upgrade charge (pending customer approval) for a comparable product replacement. If the customer will not accept a similar product, then customer's product will be sent to the manufacturer for repair/replacement and the customer must wait for its return. Glyph will not purchase a new drive to cover 'SPECIAL ORDER' warranties.

Discontinued Products

If a product is purchased from Glyph and is discontinued by Glyph or the original component manufacturer while still under warranty, and our Service Department determines that the product is defective, the product will be replaced with a comparable product, or will be returned to the manufacturer for repair. If Glyph chooses to return the product to the manufacturer, customer must wait for return. Any rush charges must be authorized and paid for by customer.

Out of Warranty Policy

Once the product is out of warranty, there will be a labor rate charged for repairing the products. There is also a charge for all replacement parts. Repair costs will vary depending on the product. An estimate for repair will be quoted to the Customer. There is no guarantee on an exact price until our Service Department has inspected the product. Once the Service Department inspects the product, they will contact the Customer with an actual quote. At which time, the Customer can refuse or approve the repair. The Customer will be expected to verify payment method. Glyph offers credit card (Visa, Master Card or American Express) or pre-paid check as the payment method. Once payment has been received, the repair will be performed and the product will be returned via requested shipping method. Payment for return shipping will also be required prior to repair.

Labor Rates

Standard Service Labor = $65.00 per hour. This includes all out of warranty products and backup / restoration of data. This rate excludes cost for replacement parts. Rates are calculated to the next quarter hour (1 hr. and 5 min. = 1 1/4 hrs.). Minimum labor charge is $32.50 (1/2 Hour).

Replacement Parts

Once the product has been inspected, the Service Department will determine which parts are defective. At which time, a service representative will contact the customer and quote the actual cost. The customer can accept or refuse the part replacement. If the customer accepts the replacement, the repair will be completed after full payment has been received. If Customer pre-paid the estimated amount and an additional amount is due, then the repair will be held until final payment has been received. Once received, the repairs will be completed and the product will be returned by pre-paid shipping method. If the customer refuses the repair, the product will be returned by the pre-paid shipping method without repairs performed. A note will be made on the customer's invoice stating that repair was refused.

Overview

• Applies within the continental United States ONLY.
• Term is a full 1-YEAR from date of purchase.
• Applies to GT Series hard drives with a 3 year warranty, such as: GT 050, GT 050Q, GT 060BR, GT 062, and GT Key.
• Applies to single SCSI fixed and removable hard drives with a 5 year warranty.

The Overnight Replacement Policy does not cover custom combination rack units unless the hard drive is hot-swappable.

Details

User must contact the Glyph Tech / Service Department and have the drive deemed defective by a Tech Support Representative. You will then be issued a return (RMA) number for your drive. Funds will be secured with your valid Credit card until the defective unit is received. Credit card must be billed/approved before the replacement drive is shipped.

• Replacements will ship Fed Ex Standard Overnight.
• Glyph will ship drive/case only - no accessories.
• Glyph is not required to ship "new" units.
• Customer is responsible for returning defective drive within TEN (10) business days, or rental charges will apply until the drive is received.
• A copy of customer's original, dated invoice may be required. The serial number must be included.

PLEASE NOTE: If, upon arrival at Glyph, the drive is tested and works as advertised, customer may be responsible for ALL shipping charges, handling and cross-shipping fees.

Glyph's industry leading Service Department is committed to providing our customers with the highest level of service available. From our lightning quick turn-around time to our "Direct-To-Tech" phone support, we try to keep your problems as painless as possible. We strive to keep downtime to a minimum and keep you on top.

Please contact the Glyph Tech / Service Department and our Techs will do our best to fix your problem quickly. We have found that many problems can resolved without you having to send your Glyph gear to the factory. If we cannot fix your problem, a return (RMA) number will be issued to all valid Glyph gear owners - this means you are the original purchaser of the drive(s) and have receipts with dates. All returns must have a valid Glyph RMA number on the package or it will be refused. All packages shipped to Glyph should be insured with your shipper and traceable. RMA numbers are good for 15 days.

Overview

When using Glyph gear, you're working on the cutting edge of technology. Given the relative life span and price volatility of computer products, Glyph must adhere to the following guidelines when accepting returns from end-users.

• All returns must go through your Authorized Glyph Dealer. Glyph warranties are not transferable and apply only to the original purchaser.
• There are time limits for returning Glyph gear, your Authorized Glyph Dealer can advise you of these times.
• Days are calculated from the date shipped. (Including weekends and Holidays).
• All returns must have a valid Glyph RMA number on the package or it will be refused. You get this number through your dealer. All packages shipped to Glyph should be insured by you and traceable. RMA numbers are good for 15 days.
• All returns must be 100% complete. Any missing items will be deducted from the purchase price and a re-stocking fee may also apply.
• Credit is issued from your Authorized Glyph Dealer according to their policies after all items have been received and verified.
• Glyph cannot give credit on software that has been opened.

How/where do I ship my defective Glyph product?

Hopefully, you have saved your original shipping carton, which is approved by all US carriers. If not, please use common sense. Use a sturdy carton and pack it with at least 2 inches of packing material on all sides. Please DO NOT use Styrofoam peanuts. You are responsible for your equipment arriving complete and undamaged. Damage from inferior packaging will be deducted (up to 100%) from your purchase price. You should also insure your package and use a carrier who can track your package. Then take your package, with your receipt, back to your Authorized Glyph Dealer. They can process your return.

I am having problems with my Glyph drive and need to send it in to be serviced. I use this drive every day. Can Glyph cross-ship me a replacement?

Glyph only cross-ships single SCSI and FireWire hard disk drives under our Overnight Replacement Policy within the first year of warranty. All other defective products must be returned to Glyph, or the Authorized Glyph Dealer where you purchased the drive, for repair / replacement and customer must wait to have their product returned.

I just received my new Glyph drive and it is doesn't work (DOA). What do I do?

Contact the Authorized Glyph Dealer where you purchased the drive. You have ten (10) days from the purchase date to report a DOA.

My product was damaged in shipping. What do I do?

Glyph ships its products in approved protective containers. We insure every package through the carriers and a 3rd party insurer. If a product has shipping damage, contact Glyph IMMEDIATELY via phone, or at shipping@glyphtech.com. Leave the product, carton, and shipping materials, as they were when you discovered the damage. Glyph will initiate the insurance claim procedure, and a carrier representative will come to your location to inspect the damage. The carrier will then send reimbursement to Glyph, and a new product will be shipped to you.

I need my drive back ASAP. Can I have it shipped back overnight?

Yes. Glyph pays for Fed Ex Express Saver shipping (1-3 days in continental USA). If you need your drive shipped by any other method (Fed Ex or UPS only) you are responsible for ALL shipping charges. Please have account number or credit card information ready when calling the Glyph Tech / Service Department.

Can I trade my drive in for a different / newer model?

No. Given the rapid moves in technology we cannot offer product trade-ins. But, you can upgrade your gear. Contact your Authorized Glyph Dealer for upgrade options.

How do I get my drive repaired if I live outside the continental United States?

First, you must contact the Glyph Tech / Service Department to obtain a return (RMA) number. You are responsible for all shipping charges (Glyph pays for return shipping only within the continental U.S.) Glyph can ship on your UPS or Fed Ex account number, or bill your credit card. Products must be shipped directly to Glyph Technologies.