Posted in About ASG - Policies and Procedures
Extended Service Plans (ESP) offer an extension of the manufacturers warranty and/or offer an uplift of the service offered during the manufacturers warranty period. ASG's ESP Program offers coverage and services not offered by the original manufacturers warranty and extends the services and warranty coverage beyond the manufacturers traditional warranty period. NONE of our competitors offers as comprehensive of an ESP package as ASG Global. Our goal is to keep you printing and keep production going in your environment. Think about the COST to your organization of your printing operations being down for five to as many as TEN days. This COST is worth many more times the cost of the printer and the full value of the ASG ESP plan. Stated simply, the ASG ESP offers peace-of-mind.
Our exclusive ESP program also offers unique expedited coverage not offered by manufacturers and a complete suite of support offered by NONE of our competitors such as:
Many of the components on the printer are "user replaceable" such as power supplies, card hoppers, rollers, encoders, flip over units and other components. Under the ASG ESP program, these parts are shipped from our warehouse by OVERNIGHT UPS or FedEx Next Day shipping if the order is received by 10AM PST (1PM EST) whether these parts are covered under the original manufacturers warranty or our ESP coverage period. We will also include a return shipping label to return the defective part to us for review at no additional charge.
What does this mean to you? In the case of Fargo and Evolis, the standard printer manufacturer’s warranty covers the replacement of these components by standard shipping (Ground) and if you want to upgrade the shipping you will have to pay the full amount for Overnight UPS or FedEx delivery. Under the manufacturers warranty, you must also return the defective part AT YOUR EXPENSE or face a FULL CHARGE for the value of the replacement part AND the cost of shipping.
With ASG's ESP coverage, this expedited shipping is standard and WE pay for the return of the defective component (within the USA).
Most ALL warranty programs offered by manufacturers and our competitors cover ONLY parts and labor and rely upon you to pay for shipping either ONE or BOTH ways when you send an item in for repair. Our ESP program offers an uplift to the following services at NO ADDITIONAL CHARGE during the term of the ESP coverage saving our customers HUNDREDS of dollars in shipping and insurance expenses.
What does this mean to you? In the case of Fargo and Evolis, you would have to pay shipping TO the repair center under their warranty and you MUST use the original packaging (which of course we KNOW that everyone saves and NO ONE throws out). The cost of the ORIGINAL packaging is over $100 and you MUST order this packaging BEFORE sending your printer in for repair. After repair, under the manufacturers warranty, Fargo will pay for GROUND shipping of your printer back to you, Evolis however will not and you will be billed for shipping. With ASG's ESP you get fast service, fast repair, and expedited shipping/insurance included.
Unlike almost all of our competition, enrollment in the ASG ESP program entitles you to immediate ON-CALL support directly through your computer using Citrix GoToAssist where a technician assists you in diagnosing printer problems and determining the cause of the issue directly WITH you at your PC. Most of our competitors offer phone or "chat" services, but still rely upon you to do the diagnostics and troubleshooting including printing of a Technical Test Card. Our ESP program includes a Technician in your PC powered by Citrix®. This service is available exclusively to ESP clients and is available M-F 9-5 PST.
What does this mean to you? With our ESP system and the GoToAssist support, our technicians can actually SEE and diagnose problems immediately over the phone with you without sending constant emails or text messages back and forth such as "Try this...", "Push That...", "Send this...". Fast resolution of your problem is what the ASG ESP offers.
The FARGO HDP5000 manufacturers warranty stipulates that a loaner printer or "hot spare" will be provided only during the FIRST year of the printers warranty coverage. Our ESP Program uplifts the FARGO HOT SPARE to OVERNIGHT shipment and extends AN OVERNIGHT HOT SPARE TO ALL PRINTERS COVERED for the years of coverage under the ESP.
We will repair your printer under the ESP Program including parts and labor subject to the restrictions and limitations in this document and then return the printer back to you fully operational at our expense. We will also pay for the return of the Hot Spare loaner printer provided to you during the repair process.
We cover ALL of the parts of your printer, even those not covered by the manufacturer's warranties such as power supplies, feeding rollers, input hoppers, over-usage of print-heads, and other parts.
If you purchase our ESP coverage for FOUR years at the time you purchase the printer, we will include the FIFTH YEAR OF ESP COVERAGE FOR FREE. The coverage (maintenance, shipping and repairs in general) can be quite expensive, so we are extending the coverage to include a FREE FIFTH YEAR at the time of purchase as a bonus to our customers.
This document describes the different warranty and Extended Service Plan (ESP) programs offered by ASG Global and the Manufacturer of the printer models described in section 1.2.
This document describes manufacturers warranties for these specific Printer modes listed below with their associated "included manufacturers' warranties":
The Manufacturer model printers described in section 1.2 – PRINTER SERIES, come with a Standard Warranty from the Manufacturer(see section 2 – STANDARD LIMITED WARRANTY for a full description). In addition to the standard Manufacturer warranty, ASG Global offers extended warranties (see section 3 – ASG Global EXTENDED WARRANTIES for a full description). There are two types of plans offered at the time of purchase:
Fargo - Standard Fargo Warranty or Evolis - Standard Evolis Warranty (by Model)
and
ASG Global -- Extended Service Program (ESP) Warranty.
All warranties and programs described in this document have the Terms, Eligibility and Exclusions described in section 8.2 TERMS, ELIGIBILITY AND EXCLUSIONS
FARGO offers a “Fargo Standard Limited Warranty” with the printers listed in section 1.2 – PRINTER SERIES. This “Fargo Standard Limited Warranty” includes the following features:
DEPOT REPAIR PROGRAM -- A two (2) year depot repair program is included in the Standard Limited Warranty. See section 4 – DEPOT REPAIR PROGRAM.
LOANER PROGRAM – A one (1) year Loaner Program is included in the Warranty. See section 5 – LOANER PROGRAM below for the details of this program.
PRINTHEAD PROGRAM – A lifetime Printhead Replacement Program on the HDP 5000 series printheads. See the details section 6 – PRINTHEAD REPLACEMENT PROGRAM.
EVOLIS offers an "Evolis Standard Limited Warranty" with the printers listed by model in section 1.2 - PRINTER SERIES. This "Standard Limited Warranty" includes the following features:
DEPOT REPAIR PROGRAM -- A variable by model (1-3) year depot repair program is included in the Standard Limited Warranty. See section 4 – DEPOT REPAIR PROGRAM..
PRINTHEAD PROGRAM – A limited time Printhead Replacement Program on the printheads. See the details section 6 – PRINTHEAD REPLACEMENT PROGRAM.
The limitations also include all items in section 8.2 – TERMS, ELIGIBILITY AND EXCLUSIONS.
ASG Global offers two types of extended warranties for the printers described in section 1.2 - PRINTER SERIES.
This “ESP -- ASG Global Extended Service Program” is a depot repair program, paired with on a HOT SPARE LOANER PROGRAM. See section 4 – DEPOT REPAIR PROGRAM and section 5 – LOANER PROGRAM for a complete explanation of this warranty.
Note: ESP's purchased more than 60 days after the original printer purchase are subject to a $200 enrollment fee. The ASG Global ESP can be purchased at the time of purchase for the regular price or anytime, without evaluation of your printer for an enrollment fee of $200, as long as the printer is not physically damaged and is currently covered under a current Fargo or ASG Global warranty. If your printer is out of warranty, you will have to ship your printer at your cost to ASG Global’s repair center. This allows ASG Global to confirm your printer is in proper working condition and is warrantable. During this evaluation, ASG Global will perform a full tune-up on your printer. If you decide to purchase an extended warranty, we will discount the cost of the tune-up on your printer. If repairs need to be made, ASG Global will contact you and make arrangements for the repair. After any necessary repairs, your printer will be eligible for an ESP. To learn more about ASG Global’s ESP, please call ASG Global at 800-519-8800 (toll free in the US) or 360-770-9079.
Yes, the ESP may be purchased separately on an annual basis subject to the following conditions:
The limitations also include all items in section 8.2 – TERMS, ELIGIBILITY AND EXCLUSIONS.
The Depot Repair Program, as described in this section, is part of TWO different warranties:
Manufacturer Standard Limited Warranty
Depot + Loaner -- ASG Global ESP Program
The printers that are applicable for this depot repair are described in section 1.2 - PRINTER SERIES.
This program is only applicable in the Continental U.S. and Canada. If you are outside the Continental U.S. or Canada, please contact your ASG Global Account Manager for details applicable to your location or region. The limitations also include all items in section 8.2 – TERMS, ELIGIBILITY AND EXCLUSIONS.
The Depot Repair Warranty covers all parts and labor to repair your printer with the exclusions and limitations listed in this document.
To receive warranty repair service, please contact ASG Global service department. You can reach ASG Global at 800-519-8800 (toll free in the US) or 360-770-9079. If ASG Global is unable to resolve your printer problem, they may contact FARGO Technical Support for additional assistance. After in-person diagnostics and at the sole discretion of ASG Global or Fargo, we/they may deem that it is necessary to return the printer to a repair center. You will be issued a Return Merchandise Authorization (RMA) number and clear instructions for shipment of your unit to the repair center.
The RMA number will be clearly posted on the outside of the shipping label sent with the LOANER PRINTER you will receive. The printer must be shipped in the ASG provided box back to the repair center. Shipping your printer in a box other than an original Fargo box or our ASG Provided box for our printer may VOID your warranty.
WE DO - that is one of the best parts of the ASG ESP program - WE will be responsible for the cost of ALL shipping to and from the repair center, which is located in United States.
Upon receipt of your printer, a technician will fully test, repair, clean and return your printer to you. The usual turn-around time for repairs is three to six working days from the date the printer was received at the repair center.
The ESP coverage is contingent upon proper use of the printer and does not cover printers which have been modified or subjected to unusual physical or electrical stress, abuse or damage. The ESP covers only normal office environment use in the country of original purchase. Furthermore, Manufacturer or ASG Global shall be under no obligation to service any printer if the customer has used non ASG or Manufacturer approved ribbons or card stock.
ASG Global is not responsible for warranty service should the Manufacturer label or logo or the rating label or serial number be removed or should the product fail to be properly maintained or fail to function properly as a result of misuse, abuse, improper installation, neglect, duty cycle abuse, improper shipping, damage caused by disasters such as fire, flood, and lightning, improper electrical current, software problems, interaction with non-ASG Global products, or service other than by a FARGO Authorized Service Center. Duty cycle abuse is defined as operation of this printer beyond its nominal duty cycle; all repairs thereafter are to be billed on a time and materials basis. If a claimed defect cannot be identified or reproduced in our service center, you will be held responsible for shipping costs incurred.
IMPORTANT: If using a mechanical switch box between this printer and another printer, be certain that it includes surge protection. Non- warranty damage to your printer could result from the use of unprotected mechanical switch boxes.
The loaner program is available in the following cases:
FARGO -- New Fargo HDP 5000 ID Printers come with a “Fargo Standard Limited Warranty” that
includes a Loaner Program (Fargo’s name for this program is On-Call Express).
ASG GLOBAL – The “Manufacturers Depot + Loaner -- ASG Global ESP” Depot Repair
Program coupled with a Loaner Program.
See section 1.2 – PRINTER SERIES for the list of printers eligible for the Loaner Program.
This program is only applicable within the Continental United States. If you are outside the Continental U.S., please contact your ASG Global Account Manager for details applicable to your location or region. The limitations also include all items in section 8.2 – TERMS, ELIGIBILITY AND EXCLUSIONS.
To receive a loaner printer, please follow the process defined in section 4.5 - HOW DO I RECEIVE WARRANTY SERVICE? If it is deemed that your printer needs to come in for repair, the Loaner Program will apply.
You must return the loaner unit as instructed within ten calendar days of receipt of the repaired printer. You will be fully responsible for the shipping cost of returning the loaner printer to the specified U.S. return location. If the loaner unit is not received within ten days from receipt of your repaired printer, you will be invoiced for the loaner printer AND the Pelican Case at the Manufacturer’s Suggested Retail Price (MSRP) for the loaner unit and case. The loaner printer must return in the same condition in which you received it.
When you purchase any of the models listed in section 1.2 PRINTER SERIES, you receive a limited Standard Warranty from the Manufacturer. This Warranty includes a Printhead Replacement Program. The details of the the Manufacturer's limited Standard Warranty vary depending on the printer model and type purchased. ASG's ESP DOES cover printheads so long as they are not damaged or misused with one exception: AS A CUSTOMER SERVICE AND AN ADDED BENEFIT OF THE ESP PROGRAM ASG WILL REPLACE ONE NON-WARRANTY PRINTHEAD AT HALF PRICE during the term of the customers ASG ESP program IF the ESP was purchased at the time of the printer purchase.
This limited warranty will replace any failed printheads if it is deemed, by the Manufacturer, to be a manufacturing defect. The warranty does not cover damage that is not a manufacturing defect, including damage caused by a user or by incorrect maintenance or improper handling of the printhead. Most commonly, a printhead is damaged by a user when he or she bumps it with a hard object while reaching inside the printer, such as a ring worn on the finger. Any damage caused by the user negates coverage under the Printhead Replacement Program with the exception THAT ASG WILL REPLACE ONE NON-WARRANTY PRINTHEAD AT HALF PRICE during the term of the customers ASG ESP program as described in 6.1. This ONE-TIME non-warranty replacement of the printhead during the ESP program is an ASG Exclusive. The limitations also include all items in section 8.2 – TERMS, ELIGIBILITY AND EXCLUSIONS.
The printheads for the HDP 5000 series of Fargo printers come with a limited Printhead Replacement Program. This program will replace any failed printheads, with the limitation noted in section 6.2 – LIMITATIONS and section 8.2. Evolis Printheads are a simple plug and twist replacement and will be sent overnight for installation with a qualified technician on the phone to guide you and install in your driver using GoToAssist. You will be required to return the defective printhead for review and return to Manufacturer.
To receive service for a printhead you suspect has failed, please contact ASG Global service department. You can reach ASG Global at 800-519-8800 (toll free in the US) or 360-770-9079. Often the printhead will need to be sent to the repair center for inspection, to determine if a printhead will be covered under this Printhead Replacement Program. ASG Global’s technical service department will help with all arrangements necessary for sending your printhead in for inspection. When the inspection is complete you will be notified if the printhead damage was deemed to be a manufacturing defect or otherwise. IF the printhead is deemed to be damaged or abused, you will be billed for the value of the printhead and it will be installed in your printer and returned to you. NOTICE - ASG's ESP will cover the replacement of ONE Printhead NOT COVERED under manufacturers warranty at HALF PRICE during the term of the ESP. This includes printheads damaged by jewelry, impact, over-voltage or other damage. NOTE - on some printers which have user-replaceable printheads, ASG will at its option and sole discretion send a new printhead by overnight in leiu of the HOT SPARE loaner printer and offer the customer assistance with installing their new printhead.
All replacement printheads have a full Printhead Replacement Program under the terms of the ESP. The limitations of this program are explained in section 6.2 – LIMITATIONS.
ASG Global offers a Limited Repair Warranty on all repair service for the balance of the ESP program or up to a 60 day period after the repair. See section 7.2 – DETAILS OF REPAIR WARRANTY for complete description of what is covered under this Limited Repair Warranty.
The Warranty period starts the day ASG Global ships the repaired printer back to the customer and continues for the duration of the ESP or 60 calendar days whichever is LONGER.
The Repair Warranty covers all items that were repaired or replaced and documented on the repair invoice (example: if a belt, pulley or other part was replaced during service and this item fails during the first 60 days, we will replace it at no charge).
The Repair Warranty is a Depot Repair Program and covers the costs of all labor and parts needed to repair any problem that stems from a previous repair.
The customer is NOT responsible for the shipping cost to ASG Global’s United States repair center during the term of the ESP. ASG Global will also be responsible for the INSURED cost to ship the printer back to any continental US or Canadian address AND the return shipment of our LOANER PRINTER to our repair center.
ASG Global is not responsible for warranty service should the FARGO or EVOLIS label, logo, rating label or serial number be removed. ASG Global is not responsible for warranty service should the product fail to be properly maintained, fail to function properly as a result of misuse, abuse, improper installation, neglect, duty cycle abuse(7.2.5.1), cleaning cycle abuse (7.2.5.2), non-standard parts and supplies (7.2.5.3) or improper shipping. ASG Global is not responsible for warranty service on damage caused by disasters such as fire, flood, or lightning. ASG Global is not responsible for warranty service on damage caused by improper electrical current, software problems, interaction with non-ASG Global products, or service performed by any entity other than a Manufacturer Authorized Service center.
Operation of any printer beyond its nominal duty cycle; all repairs thereafter are to be billed on a time and materials basis. Examples of items not covered, due to duty cycle abuse: card feed issues due to dirty rollers, broken doors or covers, and ribbon breaks caused by lack of proper maintenance (cleanliness issues).
PLEASE Clean your printer regularly - Fargo and Evolis have sophisticated card counters built into the printers which they use to trigger a number of actions by the operator, including printer cleanings. By not performing cleanings as required by the manufacturer you risk the chance of voiding the warranty, thereby losing your claim for the replacement printhead. As a rule of thumb, clean your printer after every ribbon change.
Unlike ALL of our competition at this point, ASG offers FREE cleaning supplies with each and every ribbon purchase.
You will void your warranty if you use non-standard or non-approved supplies in your printer such as cheap generic ribbons from online auction sites or overseas trans-shippers. Some of these "generic" supplies are passed off as genuine ribbons with elaborate ruses such as holograms and "genuine" on the boxes. Be careful with your investment and buy your supplies from a manufacturer approved source. ASG Global is Evolis and Fargo Certified for supplies and parts.
The limitations also include all items in section 8.2 – TERMS, ELIGIBILITY AND EXCLUSIONS.
All warranties and programs defined in this document have the Terms, Eligibility and Exclusions as described in section
These warranties and programs that are covered in section 8.2- TERMS, ELIGIBILITY AND EXCLUSIONS, include the following:
Manufacturers Standard Warranty
Depot + Loaner -- ASG Global Extended Service Program (ESP)
Repair Warranty (Beyond ESP Coverage)
Depot Repair Program (Non ESP Coverage)
Loaner Program
Printhead Replacement Program
NEITHER ASG GLOBAL, INC., OR PRINTER MANUFACTURER SHALL NOT BE HELD LIABLE FOR THE INTEGRITY AND/OR LONGEVITY OF ANY TEXT, PHOTOGRAPHIC IMAGES, DIGITIZED IMAGES, HOLOGRAPHIC IMAGES, GRAPHICS, PATTERNED OVERLAYS, BAR CODES, MAGNETIC STRIPE ENCODING, OR COMBINATION THEREOF THAT ARE PRODUCED, GENERATED, OR OTHERWISE TRANSFERRED TO IDENTIFICATION CARDS BY THE USE OF MANUFACTURER’S HARDWARE, SOFTWARE, AND/OR SUPPLIES UNDER THIS AGREEMENT.
THE WARRANTY AND REMEDY PROVIDED ABOVE ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, EITHER EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. UNLESS STATED HEREIN, ANY STATEMENTS OR REPRESENTATIONS MADE BY ANY OTHER PERSON OR FIRM ARE VOID. THE DURATION OF ANY WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ON YOUR PRODUCT SHALL BE LIMITED TO THE DURATION SET FORTH ABOVE.
NEITHER PRINTER MANUFACTURER, ASG GLOBAL, INC., OR ITS AFFILIATES SHALL BE LIABLE FOR ANY LOSS, INCONVENIENCE OR DAMAGE, INCLUDING DIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, RESULTING FROM THE USE OR INABILITY TO USE THE PRINTER MANUFACTURER PRODUCT WHETHER RESULTING FROM BREACH OF WARRANTY OR ANY OTHER LEGAL THEORY EVEN IF ASG GLOBAL OR PRINTER MANUFACTURER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES IN ADVANCE.
THIS LIMITED EXTENDED WARRANTY IS GOVERNED BY THE LAWS OF THE STATE OF WASHINGTON, UNITED STATES OF AMERICA, AND THE VENUE FOR THE RESOLUTION OF ANY AND ALL DISPUTES SHALL BE RESOLVED IN THE COUNTY OF ASG GLOBAL’S PRINCIPAL PLACE OF BUSINESS. ANY DISPUTE ARISING OUT OF OR RELATING TO ANY OF THESE WARRANTIES SHALL BE SUBMITTED TO U.S. ARBITRATION AND MEDIATION OF WASHINGTON FOR MEDIATION. U.S. ARBITRATION AND MEDIATION OF WASHINGTON’S RULES AND PROCEDURES GOVERNING MEDIATION SHALL APPLY. THIS WARRANTY IS AVAILABLE ONLY IN THE CONTINENTAL UNITED STATES. SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS AND SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION AND EXCLUSION MAY NOT APPLY TO YOU. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER LEGAL RIGHTS WHICH VARY FROM STATE TO STATE.
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