Equipment Return/Replacement Policy

If any component of the rental equipment FRII has provided or equipment purchased with a maintenance agreement becomes defective by reason of material or workmanship, the customer shall immediately notify FRII of such defect. FRII will, at its option, supply a replacement part, request that the equipment be returned to FRII for repair, or perform any essential repair at the equipment's location, as it deems necessary.

The customer should work with a Support technician to troubleshoot the problem. If it is determined that the equipment is faulty, the Support technician will work with the customer to submit an Equipment Replacement Request. It is the customer's responsibility to provide all the necessary information for each product to process the replacement request.

Pickup

The customer may choose to pick up the replacement rather than have it shipped. In this case, once the Equipment Replacement Request has been submitted, the customer will be contacted by a Provisioning Representative within 1 business day to coordinate a pickup time. At the time of pickup, customer must bring in faulty equipment in exchange for a replacement. Returns may be delivered to FRII at the address listed below.

Standard Shipping

If the customer chooses to go with the standard shipping option, they will be given instructions to ship the item back, including an RMA (Return Materials Authorization) number to include with your shipment. The parties shall bear the shipment costs as follows:

• The customer shall bear all transportation costs and in transit risk of loss or damage to the unit returned to FRII for repair or replacement, until the unit reaches the port of destination.
• FRII shall bear all transportation costs and in transit risk of loss or damage to the repaired or replaced unit returned by it to the customer, until the unit arrives to the port of destination.

Return equipment may be delivered in person or shipped via UPS, FedEx, or some other trackable means, to:

Front Range Internet, Inc.
Attn: Returns
3350 Eastbrook Drive
Fort Collins, CO 80525
800-935-6527

If the unit is found to be defective as a result of a manufacturer's defect, a replacement unit will be shipped within 2 business days of receipt of the defective item. The replacement will be shipped USPS or UPS Ground, and tracking information will be sent to customer on the day that the item ships. General timeframe for overall process is 5-10 business days.

Expedited Shipping

If the customer chooses the expedited shipping option, the customer will be required to provide a credit card to cover the cost of the replacement until the broken item has been received and verified by FRII. Customer will be charged for the full retail cost of the unit, including a $25 expedite fee and all applicable shipping charges. Once FRII has received the broken item and has verified that it is indeed faulty, FRII shall credit the customer for the full cost of the item, minus the $25 fee and shipping charges. Expedited orders are processed immediately upon receipt, and will be shipped next-day air.

FRII shall be released from all obligations in the event that equipment has been subjected to misuse, neglect, accident, or improper installation, or if repairs or modifications were made by persons other than FRII's authorized service personnel.

Related Documents

Equipment Rental Agreement

Equipment Purchase Agreement