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.

xProtect Plan includes:

  • Three-day turnaround – does not include transit time to and from the repair depot
  • Protection for accidental damage and product defects
  • Set pricing for the term of coverage with three and five year service agreements purchased at the time the hardware is purchased, or up to 30 days after
  • 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

Contact us today for more information.

Full xProtect documentation below:

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 2-year, 3-year or 5-year protection, depending on the tablet: 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 seperately) 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.

Coverage:

MobileDemand offers an optional xProtect Service Plan for a period of either 2 years, 3 years or 5 years. This Plan is available on all MobileDemand xTablet models and cradles (sold seperately). 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. Total replacement 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, then it’s the customer’s choice to pay for a replacement or have the unit returned as is.

Install base is only those items which have xProtect.

For xTablet Flex 10, xTablet Flex 8, xTablet T8500 and xTablet T1500, there will be a $75 incident charge per repair.

Authorization:

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.

Phone: 319-363-4121 | E-mail: support@mobiledemand.com

Unless otherwise instructed by MobileDemand, all products returned for service under this Plan are to be shipped to the following address.

MobileDemand Service Center
RMA# xxxxxxxx-xxx
1501 Boyson Sq. Dr. Suite 101
Hiawatha, IA 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 $25 cleaning fee. MobileDemand assumes no liability for damage or loss in transit.

Shipping:

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. For a 5-year xProtect contract, MobileDemand will issue a prepaid shipping label with the RMA for return of the equipment and pay for the return via ground (2-5 days) to the Customer’s location.

Coverage is subject to the limitations and exclusions set forth in the paragraphs that follow.

Exclusions: 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; modi_cation 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.