This DOA (dead on arrival) policy is applicable for following products manufactured for HCL CPSO Division
a. HCL ME Notebook
b. HCL ME Netbook
c. HCL ME Tablet
d. HCL Desktop
Definition of DOA:
Any product will be deemed as DOA, when the said product is not powering ON or if it necessitates for a part replacement during installation.
DOA claim period:
The Customer can register DOA service request with in seven days from the date of purchase.
DOA claim process:
a) The Customer can register DOA Service request by :
• Calling HCL Touch Universal Number: 1860 1800 425 / 0120-2406105
• Emailing: email@example.com
b) HCL Touch Contact Center Executive will diagnose/troubleshoot the reported problem. If un-resolved, the Executive will register the DOA Service request. Service Call ID (DOA Reference) will be given to customer / dealer.
c) The customer needs to provide original proof of purchase (VAT / TIN number printed) along with the product. The Proof of purchase should have the serial number and the date of purchase of that particular product.
d) The service Engineer will inspect the product & fill the DOA inspection report. (Day -1).
e) HO DOA coordinator will inform service center on DOA approval results (whether the case is DOA or will be supported as per warranty policy), same information will be communicated to customer by HCL service center / ASP (Day-2).
f) If DOA case approved, HO will intimate Sales Logistics team for moving the new machine to location (Day-3).
g) Sales logistics (HCL) reserves the rights to replace the product either of same model or of equivalent configuration/price (Day-3).
Note: The entire process will take 3 days for shipping of replacement system out from HCL sales warehouse, however delivery to end customer will take 2 BD to 5 BD based on courier reach.
h) Before providing the replacement, HCL engineer will ensure that the customer submits the defective unit along with all manuals, CD/DVD media, accessories and packing materials as mentioned in the BOM, if any items found to be missing HCL will charge the equivalent price from the customer.