Vista Standard Lifetime Warranty Policy
Updated October 12, 2018
Vista IT Group (Vista) warrants that products purchased from Vista by end-user customers will be free from defects in materials and workmanship when in normal use for the lifetime of the product. This warranty is not transferable and applies only to purchases by end-user customers within the United States and Canada only.
Date of purchase is defined as the invoice date from Vista. For the warranty period described above, Vista will provide replacement parts and materials necessary to maintain the warranted hardware. Products and serial numbers must match our records for the warranty to be honored. If Vista provides replacement parts and the product returned to us does not match our original or subsequent replacement parts or serial numbers, customer must pay Vista for the current replacement cost of the products.
Products purchased from Vista with a manufacturer’s warranty, the manufacturer’s warranty process and support will take precedent over any Vista warranty obligations. The customer should contact Vista first to initiate all warranty claims to determine what items are covered under the Original Equipment Manufacturer (OEM) warranty and/or the Vista warranty. Failure to do so could void Vista's warranty. At the customer’s request, Vista may help facilitate the OEM warranty process and at its discretion act an intermediary between the customer and OEM. Vista's lifetime warranty is considered secondary and will take effect after any OEM warranty has expired. Should Vista choose to replace any OEM warranted products on the customer's behalf, the customer is required to return the OEM provided replacement products to Vista.
Replacement parts do not extend the OEM or Vista warranty periods. Replacement parts may be new, previously used, or refurbished. Replacement parts are warranted to be free from defects for the remainder of the original Limited Lifetime Warranty period. Vista reserves the right to replace with equal or better technology without any incremental charges to the customer.
Service will be provided using remote diagnosis or other service delivery methods at Vista’s sole discretion. This warranty does not cover any hardware or software installation, or maintenance costs of any warranted products. For the first 90 days from the invoice date the warranty is advance parts replacement. After 90 days defective products will be returned to Vista and repaired or replaced at no charge to the customer. All component parts or hardware products returned under this limited warranty become the property of Vista.
Individual components or loose (not integrated) parts purchased by end-user customers have a 90-day advance replacement warranty from Vista.
The customer is responsible for paying shipping charges for the return of any defective parts to Vista during the warranty period. Vista is not responsible for any shipping damages incurred in transit from the customer to Vista. Vista will pay for ground shipping related to the return of the repaired or replaced product to the customer.
Third-parties that purchase, resell, or transfer ownership of Vista products to other entities, the warranty is 30-day parts exchange. Third-party purchasers are not entitled to advance replacements under this warranty.
Third-Party Purchase restrictions do not apply to leasing companies or Value-Added Resellers (VARs). For VARs who resell and transfer ownership of Vista products directly to their end-user customers, the warranty is 90 days advance replacement. For leasing companies who transfer ownership of Vista products directly to their end-user customers, all Vista warranty rights, privileges, and obligations shall transfer directly to the end customer. Vista reserves the right to determine who it considers eligible for warranty considerations under this section.
All other terms, conditions, exclusions and limitations apply.
For products purchased directly from Vista by end-users outside of the United States and Canada, the warranty is 90 days advance replacement with no other implied or expressed warranty. All other terms, conditions, restrictions, exclusions, limitations, and obligations apply.
This encompasses our entire warranty and is the customer’s exclusive remedy from us.
Extended Warranty Options
For incremental fees, Vista offers its Vanguard Extended Warranty Program (“Vanguard”). Vanguard offers customers multi-year on-site warranty options that include service, installation and repair. For a complete list of supported products and geographic restrictions, please contact a Vista Account Manager.
Please refer to the Vanguard extended warranty options on your “Quote” or contact your Account Manager for extended warranty options.
This warranty does not cover any third-party software, licensing, support, product recalls, manufacturer defects, ownership transfer fees, return to service fees, revision level, or compatibility issues related to hardware, firmware, and software. For tape drives, libraries, UPS or UPS batteries, cache or controller batteries, consumable media, fiber or copper networking cables, power cables, and physical infrastructure purchased from Vista, the warranty is 90 days advance replacement for defective parts. Vista's lifetime warranty and extended warranty options are not available and do not apply to these products.
Vista does not warrant damages or defects to products purchased from Vista caused as result of acts of God, war, civil unrest/disobedience (or general hooliganism), acts of terrorism (domestic and international), vandalism, abuse, neglect, accident, misuse, power fluctuations, usage of parts or components not supplied by Vista, unsupported components, shipping damage when shipped by the customer, preventative maintenance, software, viruses, peripherals, data breaches, or from other related causes. Vista's warranty does not apply to any loss or damage associated or related to insurance-related claims.
To obtain service under the Vista warranty, the original owner must contact Vista within the warranty period with a description of the issue or problem, the part number, and serial number of the products. For advance replacements, all products must be returned to Vista within 30 business days after the replacement product has been delivered to you. After 30 days, the customer will be invoiced and must pay for the replacement cost of the product plus any applicable taxes and shipping charges.
The customer must provide reasonable cooperation and troubleshooting efforts to facilitate and/or receive warranty services. The customer is responsible for deleting data on persistent storage devices as well as backing-up data, device configurations, firmware packages, patches, software releases, and operating system software before returning any products that may have customer specific, proprietary, confidential, or company information. Vista assumes no responsibility for lost, stolen, or otherwise unauthorized use, access, or dissemination of customer data resulting from our warranty.
All products honored under the Limited Lifetime Warranty must be returned to Vista. At its discretion, Vista may waive customer parts return obligations.
For claims made that do not fall under our warranty, the issue will be considered depot repair and the customer will be responsible for all labor, materials, and shipping costs. Repairs and parts replacements resulting from conditions other than defined above, will be billed at our current bench rate plus applicable parts costs. Vista will provide a good faith estimate of all parts and labor costs associated with the repair and the customer must to pay the invoice in full within 30 days of receiving the invoice from us.
THE WARRANTIES SET FORTH HEREIN ARE IN LIEU OF ANY AND ALL OTHER WARRANTIES EXPRESSED OR IMPLIED INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR USE. VISTA DISCLAIMS ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED. EXCEPT FOR THE OBLIGATIONS SET FORTH IN THIS WARRANTY STATEMENT, VISTA SHALL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES INCLUDING WITHOUT LIMITATION ANY LIABILITY FOR LOSSES IN PROFITS, LOSS IN REVENUE, LOSS IN SAVINGS, LOSS OF DATA, DOWNTIME, COSTS OF CAPITAL, COSTS OF REPLACEMENT EQUIPMENT (TEMPORARY OR PERMANENT), COSTS OF TIME, DATA BREACHES OR SUBSEQUENT LIABILITY CLAIMS FROM THIRD-PARTIES CLAIMING FINANCIAL INJURY OR LOSS TO PROPERTY.