Warranty/Repair Policy
Dear Customer,
Thank you for your recent purchase. We appreciate the opportunity to serve you and are looking forward to a long-lasting business relationship.
So that we may more effectively service your account, we feel that it is very important for our customers to understand all warranty service and return policies. A good understanding of what both parties are responsible for will prevent any misunderstandings in the future should you have a problem with your equipment.
As an Authorized Dealer for most of the products we sell, we will honor the limited warranties as stated by the manufacturer. Unfortunately, most customers do not read or understand the manufacturer’s limited warranty or software limited warranty. Most standard warranties do not cover technician travel or on-site repair. If this or other not-covered conditions are important to your operation, depending on the product you purchased, you may wish to consider an extended warranty available from the manufacturer. We can help you in this area as well. The extended warranty will be with and through the manufacturer.
If your purchase included software or you purchased software separately, the software warranty covers defects in materials (the media). If applicable, the software manufacturer will replace the software but this does not cover loading the software on your computer, setup, or other procedures you may want applicable to that software. Again, if the software company offers an extended warranty, you may want to consider this option. From experience, over 70% of our computer service calls are in some manner software-related. These are billable calls and an extended warranty from the software manufacturer (if offered) may help offset these costs.
CGT’s Warranty Conditions and Coverage
Parts and labor are included if designated as part of the limited manufacturer’s warranty.
Loaner equipment is not covered under the limited manufacturer’s warranty. For customers who are not on an extended warranty that provides this coverage, CGT will be pleased to rent you equipment at a reduced rate. Most of our competitors do not offer this service.
CGT’s labor charge for repair work (Monday through Friday, 8 am–5 pm) is $99.00 per hour for carry-in service and $125.00 per hour for on-site service, for hardware only (minimum $125.00 charge). Software, including operating system(s), is not covered by the manufacturer’s warranty. All software-related calls are considered billable calls. Most software calls cost $149.00 per hour for name-known and branded software. We can tell you the rate based on the software name and version.
We do reserve the right to refuse warranty repair on equipment or software that was not purchased from us. If equipment (hardware) is purchased from us, it will be repaired under the stated limited manufacturer’s warranty. Please be aware that another dealer may not honor the same warranty.
We reserve the right to charge for actual costs we incur that are not covered by the manufacturer’s warranty or an extended warranty (e.g., shipping, phone calls, etc.).
NOTE: Customer is responsible for having current (within one calendar day) backup copies of any and all data and/or program files that it uses and/or reside on the equipment. These files must also be in a current technological form or format (less than two years old) in case third-party restoration is necessary.
It has been known in the Twin Cities since 1979 that BMS and CGT go above and beyond to service customers on a timely basis. Our current average response time is 4 hours.
CGT customers are asked to show a copy of the purchase invoice with appropriate serial numbers before warranty work can begin.
For your equipment purchased from CGT that is in its depot service period of the limited manufacturer’s warranty, and you desire on-site service, the on-site service call will be billed at the normal CGT hourly rates.
All repairs are subject to the availability of parts from the manufacturer. If parts are not in stock, they will be ordered through normal ordering and delivery channels at no cost to the customer for warranty work. If you desire parts to be expedited, there is a fee to cover this service.
Warranty claims refused by the manufacturer will be billed to the customer.
For equipment or performance malfunctions found to be caused by operator or software (operating system or application) error or a virus, repairs will be billed at our normal hourly rates.
Merchandise Return Policy
A Return Authorization (RA) number must be obtained from CGT prior to returning or attempting to return any product.
You can get this number from CGT’s Customer Service Manager by calling 952.405.2288. If a valid RA number is not clearly marked on the box, the product will be refused.
Only equipment that is a stocking item, in new condition and in the original box, including original packing material, in undamaged and resalable condition, will be considered for exchange or replacement. Due to copyright laws, software cannot be returned if the cellophane seal covering the box is broken or the seal on the software case has been opened.
CGT will charge a restocking fee equal to 20% of the purchase price on all returns.
Equipment that has been used or is not in resalable new condition cannot be returned, nor may special order items be returned for any reason.
Memory products are not a returnable product. All returns must be shipped or delivered to CGT at the designated office address, freight prepaid, with the assigned RA number clearly visible on the outside of the box. You will receive this address when you receive your RA number.
Questions concerning CGT’s warranty and return procedures should be directed to Sales Manager at (952) 405.2288. Should you need service or have a product-related service questions, please call the CGT Service Department Manager at the same number and ask for Service.
Thank You Again!
Family owned and operated since 1979