xProtect Service Plan
Our xProtect coverage protects your tablets from accidental damage, product defects, wear and tear, failures and any other damage that occurs when the tablet is used for what it was designed for in your real-world work environment.
Plus, you’ll get phone support, 24/7 access to FAQs and other important product information and a set commitment on repair turnaround time.
The price paid for the warranties include data entry and system setup services for the warranties purchased.
Full xProtect Documentation
MobileDemand tablets are fully rugged and have one of the lowest failure rates in the industry with 1 to 3-year Limited Manufacturer’s Warranty included in the price of the product. Nonetheless, accidents happen and tough environments such as manufacturing facilities, warehouses, and field services, can take a toll on even the most rugged tablets, thus, MobileDemand has created the enhanced xProtect packages designed to replace the standard warranty from point of purchase and beyond to deliver customers tailored total cost of ownership options.
Our xProtect Service Plans will help you ensure business continuation, mobile worker productivity and technology investment protection. We know you need to stay in the field, and reliability matters. You can choose either 1, 2 or 3 year protection, depending on tablet. The price paid for the warranties includes an initiation fee of $75 for data entry and system setup services for the warranties purchased.
xProtect offers the following benefits:
- Long-term cost savings: extend your coverage for the duration of the agreement to lock in the cost of repairs.
- Three (3) business day in shop turnaround on repairs versus the standard ten (10) day turnaround on standard warranty repairs.
- Free shipping back to customer with 3-year contracts.
Any time you send a tablet in for service MobileDemand will also provide preventative maintenance and can re-load current software, when provided.
xProtect Ensures Business Continuation
Our xProtect Service Plan protects your tablets and docks (sold separately) from accidental damage, product defects, wear and tear, failures and any other damage that occurs when the tablet or dock is used for what it was designed for in your real-world work environment.
We offer a separate xProtect service plan for cradles (this service plan does not include the wiring). Plus, you’ll get phone support, 24/7 access to FAQs and other important product information and a set commitment on repair turnaround time.
xProtect coverage includes:
- Three-day turnaround – does not include transit time to and from the repair depot.
- Protection for accidental damage, product defects, wear and tear and failures.
- Telephone technical support.
- 24/7 online access to MobileDemand support FAQs and other product information.
- 24/7 online submission of Return Material Authorization Requests.
- Free preventative maintenance and re-loading of current software, when provided.
MobileDemand offers an optional xProtect Service Plan for a period of either 2 or 3 years. This Plan is available on all MobileDemand xTablet models and cradles sold separately. xProtect covers repairs resulting from accidental damage during regular use. Tablet components with the exception of consumable items are covered under the xProtect Plan - see exclusions for list of consumable items.
If tablet is deemed unrepairable by MobileDemand, it may be replaced. The total number of units replaced cannot exceed 4% of customer install base, for both tablets and cradles, on a rolling calendar year. There is a minimum replacement coverage of one unit for any install base less than 25 units. If customer has met 4% install base maximum for replacement, then it is the customer’s choice to pay for a replacement or have the unit returned as is. The total number of units that have a major repair cannot exceed 10% of customer install base, for both tablets and cradles, on a rolling calendar year. Major repair means complete overhaul or replacement of one or more component parts that is essential to the operation of a tablet or cradle including but not limited to the motherboard, LCD, and touch panel. If customer has met the 10% install base maximum for major repairs, then it is the customer’s choice to pay for the repair or have the unit returned as is. This coverage is in addition to the coverage provided by the manufacturer’s warranty.
Install base is defined as only those items which have xProtect coverage.
All products covered by this plan will be serviced at MobileDemand’s designated Service Center.
In order to obtain service under this xProtect Service Plan, the Customer must notify MobileDemand of the claimed defect before the expiration of the Plan coverage period and obtain from MobileDemand a return authorization number for return of the product to the designated MobileDemand service center.
Unless otherwise instructed by MobileDemand, all products returned for service under this Plan are to be shipped to the following address.
MobileDemand Service Center
1501 Boyson Square Drive, Suite 101
Hiawatha, Iowa 52233
The MobileDemand supplied RMA form must be included in the shipping container. Returns without an RMA form may be rejected. Product must be re-packaged in its original factory shipping packaging when returned for service.
Do not use foam peanuts in packaging. This material is not anti-static and may damage the electronic components.
Product shall be returned to MobileDemand in clean condition. If product returned is extensively dirty, MobileDemand may choose, in its sole determination, to refuse the product for repair and send product back to Customer, or clean the product and charge the customer a $75 cleaning fee. MobileDemand assumes no liability for damage or loss in transit.
For a 1-year or 3-year xProtect contract and 2-year xProtect extension contract, customer shall be responsible for packaging and shipping the product to MobileDemand, with shipping charges prepaid by the Customer. MobileDemand shall pay for the return of the product, via ground (2-5 days) to the Customer’s location. Expedited shipping is also available at the Customer’s expense. The Customer shall be responsible for paying all shipping charges, duties, taxes, and any other charges for products returned to any other locations.
Coverage is subject to the limitations and exclusions set forth in the paragraphs that follow.
Coverage shall not apply to any claimed defect or failure that is covered by the manufacturer’s warranty. Coverage shall not apply to any claimed defect, failure or damage which MobileDemand determines was caused by: abuse, neglect, improper use of product; failure to provide product maintenance, including but not limited to cleaning of the display in accordance with product reference guide; installation or service of product by other than a Certified MobileDemand Service Technician; use of product with any other instrument, equipment or apparatus; modification or alteration of product or units with Warranty Void labels that have been tampered with. External cables and replacement of screen protectors due to scratching, stains or other degradation will not be covered. Under the xProtect, items not covered are those from intentional acts, fire, loss, theft, normal wear (cosmetic) not affecting functionality, improper maintenance, and/or modification by anyone other than a Certified MobileDemand Service Technician. Consumable parts are not covered under xProtect. Consumable items would be batteries, printing on the keypad, screen protectors, stylus, stylus tethers, stylus holders, bumpers, straps, handles, hatch covers, bezels, rubber flaps, wiring and power supplies.
xProtect plans for cradles and xProtect plans for tablets are sold separately.