NGN Warranty Support

Limited hardware warranties

What is covered by this limited hardware warranty?
What is not covered by this limited hardware warranty?
How long does this limited hardware warranty last?
Can I Extend My Warranty Support?
Can I get International Warranty Support?
Important Notice Relating to Third Party Product
What do I do if I need warranty service?
What will NGN do?
What if I purchased a service contract?

What is covered by this limited hardware warranty?

This limited hardware warranty covers defects in materials and workmanship in your products purchased from us during the period of its warranty. 

What is not covered by this limited hardware warranty?

This limited hardware warranty does not cover:

• Third Party Products;
• components that are added to the products independently by customer after our products are delivered;
• any problems that result, directly or indirectly, from Third Party Products including Third Party products and accessories connected to products purchased from us.
• damage or problems due to external causes, including accident, abuse, vandalism, misuse, neglect,
• problem with electrical power, force majeure -thunder and lightning strike, acts of God;
• repairs necessitated by software problems or as a result of alternation or repair by anyone other than our (NGN) technicians; third-party software or the reloading of software unless the customer has the necessary rights and licenses prior to any such installation; or
• usage not in accordance with product instructions;
• normal wear and tear; or
• Servicing not perform by NGN engineer and technician.
• Failure to follow the product instructions or failure to perform preventive maintenance.
• Using accessories, parts or components not supplied by NGN.
• Products with missing or altered service tags or serial numbers.
• replacement with a new equipment once used or operated.

FOR ALL CUSTOMERS. 

WE DO NOT ACCEPT LIABILITY BEYONDTHE REMEDIES PROVIDED FOR IN THIS LIMITED HARDWARE WARRANTY EXCEPT BY ASEPARATE SERVICE CONTRACT AGREEMENT, AND WE DO NOT ACCEPT LIABILITY FORCONSEQUENTIAL OR INCIDENTAL DAMAGES, FOR THIRD-PARTY CLAIMS AGAINST YOU FORDAMAGES, FOR PRODUCTS NOT BEING AVAILABLE FOR USE, OR FOR LOST OR DAMAGED DATAOR SOFTWARE. NGN DOES NOT WARRANT THAT THE OPERATION OF ANY PRODUCT WILL BEUNINTERRUPTED OR ERROR FREE. OUR LIABILITY WILL BE NO MORE THAN THE AMOUNT YOUPAID FOR THE SPECIFIC PRODUCT THAT IS THE SUBJECT OF A CLAIM. THIS IS THEMAXIMUM AMOUNT FOR WHICH WE ARE RESPONSIBLE.

How long does this limited hardware warranty last?

This limited hardware warranty lasts for the time period indicated in your NGN Delivery/Warranty Tracking Receipt, except for the following hardware:

• As part of standard portable configuration, batteries carry a base 1-year limited hardware warranty regardless of the length of the system warranty.
• The warranty for a print head, image drum and such others in printers, multifunction printers, copiers is for parts only and is effective for a period of 1-year after the date of purchase of the machine or number prints or copies given for each machines, whichever occurs first.
• Projector lamps carry a 1 year limited hardware warranty or lamp hours given on each models, whichever occurs first.

Can I Extend My Limited Warranty Support?

• Yes, for some products, you can extend limited warranty from 1 year to 2 years to 3 years (1+2+3 yrs.) with a payment of additional service fee, and;
• For some mission critical hardware and systems support beyond 3 years with a well-defined service contract with us.

Can I get International Warranty Support?

• Yes, only for Dell and Dell EMC products and only if Dell Asia Pacific approves to transfer spare parts on your warranty coverage if it is covered.  Only technical and service fee are chargeable by NGN.
• In case of out of warranty, both the spare parts and technical charges are charged based on estimate cost given prior to commencing the repair.

Important Notice Relating to Third Party Product

NGN cannot guarantee the authenticity of the products, limited warranties, service or support, or the accuracy of the listings of products you purchased from a third party. In some cases, such as with battery packs and power adapters, use of third party product may pose an increased risk of reliability or safety issues, including increased risk of fire or explosion. This limited hardware warranty does not cover issues caused by installation or use in our system of any third party product that was not provided by NGN. 

What do I do if I need warranty service?

Before contacting NGN Technical Service Desk, please try one or more of the following:

1. Ensure that you have installed any updates or resolved any issues identified by the monitoring, diagnostic, and proactive support tools of OEM’s installed on your product.
2. Consult your Owner's Manual.

If you need additional assistance, then, before the warranty expires, please use one of the following support options to contact NGN Technical Service Desk: 

Online: Online, chat and other forms of remote support may be available. Contact information is available at http://www.ngn.bt; pleasealso have your Product Serial Number or Service Tag Number available when you contact NGN.

What will NGN do?

Upon contacting NGN Tech. Support Team, you will be required to engage in a remote diagnosis session to help determine the cause of your issue. Remote diagnosis may involve customer access to the inside of the product and multiple or extended sessions. If NGN determines that your issue is the result of a defect in materials or workmanship but the issue is not able to be resolved remotely, NGN, at its sole discretion, may send service technician to your site if within proper Thimphu,Phuentsoling and Gelephu, Throm to perform trouble shooting, or request you to bring your product or defective part back to NGN Repair Centre, nearest to you to replace the parts with a comparable part or product that may be new or refurbished. 

If your limited hardware warranty has expired or if we determine that the problem is not covered under this limited hardware warranty, we may be able to offer you service alternatives on a fee basis.

We use new and refurbished parts made by various manufacturers in performing warranty repairs and in building replacement parts and products. Refurbished parts and products are parts or products that have been returned to OEM, some of which were never used by a customer.  All parts and products are inspected and tested for quality. Replacement parts and products are covered for the remaining period of the limited hardware warranty for the product you purchased. NGN owns all parts removed from repaired products and, in most instances, you will be required to return defective parts to NGN.

NOTE:Before you request NGN to replace parts, make sure to back up the data on the hard drive(s) and any other storage device(s) in the product(s). You are responsible for removing any confidential, proprietary or personal information and removable media such as storage cards or devices. We are not responsible for any of your confidential, proprietary or personal information; lost or corrupted data; data or voice charges incurred as a result of failing to remove all SIM cards; or damaged or lost removable media. 

What if I purchased a service contract?

If your service contract is with NGN, service will be provided to you under the terms and scope of the service agreement. Please refer to that contract for details on how to obtain service

Warranty Customer Support Flow Chart.