Tech Support Policy - Revision history

Michaelkelly: /* Coverage Policy */

2013-04-12T18:25:23Z

Coverage Policy

Michaelkelly: /* Tech Support Dropoffs */

2013-04-12T18:17:38Z

Tech Support Dropoffs

Paulm: /* Coverage Policy */

2013-03-30T18:31:27Z

Coverage Policy

Paulm: /* Coverage Policy */

2013-03-30T18:29:43Z

Coverage Policy

Michaelkelly at 19:43, 29 March 2013

2013-03-29T19:43:31Z

Michaelkelly: /* Dropoff Policy */

2013-03-29T18:45:26Z

Dropoff Policy

Michaelkelly: /* Dropoff Policy */

2013-03-29T18:43:45Z

Dropoff Policy

Michaelkelly: /* Dropoff Policy */

2013-03-29T01:02:08Z

Dropoff Policy

Paulm: /* Dropoff Policy */

2013-03-02T20:26:55Z

Dropoff Policy

Paulm at 20:19, 2 March 2013

2013-03-02T20:19:35Z

@@ Line 12: / Line 12: @@
 ==Coverage Policy==
-*We provide free Technical Support on systems during the stipulated warranty period, provided that the original Operating System (Xubuntu 12.04 or Ubuntu 10.04*) is still installed; and no major changes to the hardware have been made, Store bought systems are warrantied for 6 months (this does not apply to servers, non-Intel Macs, XBMC and Gaming Rigs - all of which are not covered by Tech Support).
+*We provide free technical support on systems during the stipulated warranty period, provided that the original operating system (Xubuntu 12.04 or Ubuntu 10.04*) is still installed; and no major changes to the hardware have been made, Store bought systems are warrantied for 6 months (this does not apply to servers, non-Intel Macs, XBMC and Gaming Rigs - all of which are not covered by Tech Support).
 *After the original warranty period has elapsed, items will be supported on a pay-as-you-go basis for $10 an issue for 1 year - replacement hardware costs are extra. We can only help solve your tech support issues if the original operating system that came with your machine is still installed. Any systems which fall outside of the times listed above beyond this will be dealt with only at our discretion.
 *We reserve the right to refuse to work on a system.
-*Software support extends only to the original software installed on the machine during the supported lifetime as determined by the upstream distribution (Ubuntu). Once this has reached its end of life an upgrade will be necessary to continue receiving support. We can not guarantee the operation of this on machines outside the warranty period.
+*Software support extends only to the original software installed on the machine during the supported lifetime as determined by the upstream distribution (Ubuntu). Once this has reached its end of life, an upgrade will be necessary to continue receiving support. We can not guarantee the correct operation of this on machines outside the warranty period.
 * We can  not extend support to software you have installed outside of the official channels i.e. the Ubuntu Software Center. We will make our best efforts for software installed via the software center but can not provide instruction on its use.
 *Ubuntu 10.04 is no longer officially supported. As a result, we will not provide tech support on computers running this version. Until further notice we will provide a free in-shop upgrade to the latest Free Geek issued, long term support release (Xubuntu 12.04)
 *Free Geek reserves the right to deny support to customers who abuse the tech support privileges
-*Free Geek Tech Support is available from Noon to 5.45 PM, Tuesday through Saturday.
+*Free Geek tech support is available from Noon to 5.45 PM, Tuesday through Saturday.
 *To receive tech support, be sure your computer is covered by our policy above, and do one of the following:
-**Call the number listed above. If your call is not answered (you've called outside of tech support hours, or the support techs are busy helping other customers) please leave a message with your name, phone number, and a short description of your problem.
+**Call the number listed above. If your call is not answered (you've called outside of Tech Support hours, or the technicians are busy helping other customers) please leave a message with your name, phone number, and a short description of your problem.
 **Send an email to support@freegeek.org Be sure to include contact information and a short description of the problems you’re experiencing.
-**Stop in! We’d be happy to help you in person during Tech Support's open hours. You can also drop off your system at the Front Desk during Free Geek's open hours (Tuesday through Saturday, 10-6), provided that it is covered by our tech support policy.
+**Stop in! We’d be happy to help you in person during Tech Support's open hours. You can also drop off your system at the Front Desk during Free Geek's open hours (Tuesday through Saturday, 10-6), provided that it is covered by our Tech Support policy.
-**We can not provide Tech Support outside of Free Geek except by phone or email.
+**We can not provide tech support outside of Free Geek except by phone or email.

@@ Line 47: / Line 47: @@
 *We will not take responsibility for anything else that we have not explicitly requested from you. This includes, but is not limited to: laptop bags, power cords, monitors, printers, keyboards, mice, CD's and DVD's and USB devices we are not installing. YOU LEAVE THESE ITEMS AT YOU OWN RISK AND WE RESERVE THE RIGHT TO DISPOSE OF THESE ITEMS AT ANY TIME UNLESS WE HAVE ASKED YOU TO LEAVE THEM.
 *These policies do not constitute any form of guarantee or indemnity. All items are left at your own risk.
-*We reserve the right to change these policies at any time.
+*We reserve the right to refuse to work on a system, change the pricing structure, and/or change these policies at any time.
 ==Tech Support Collection==

@@ Line 17: / Line 17: @@
 *Software support extends only to the original software installed on the machine during the supported lifetime as determined by the upstream distribution (Ubuntu). Once this has reached its end of life an upgrade will be necessary to continue receiving support. We can not guarantee the operation of this on machines outside the warranty period.
 * We can  not extend support to software you have installed outside of the official channels i.e. the Ubuntu Software Center. We will make our best efforts for software installed via the software center but can not provide instruction on its use.
 *Free Geek Tech Support is available from Noon to 5.45 PM, Tuesday through Saturday.
@@ Line 24: / Line 26: @@
 **Stop in! We’d be happy to help you in person during Tech Support's open hours. You can also drop off your system at the Front Desk during Free Geek's open hours (Tuesday through Saturday, 10-6), provided that it is covered by our tech support policy.
 **We can not provide Tech Support outside of Free Geek except by phone or email.
-*Ubuntu 10.04 is no longer officially supported. As a result, we will not provide tech support on computers running this version. Until further notice we will provide a free in-shop upgrade to the latest Free Geek issued, long term support release (Xubuntu 12.04)
 </onlyinclude>

@@ Line 8: / Line 8: @@
              Phone Number:                      ('''503) 232-9350 (option 6)'''
              E-mail                             '''support@freegeek.org'''
 ==Coverage Policy==
-*We provide free Technical Support on systems during the stipulated warranty period, provided that the original Operating System (Xubuntu 12.04 or Ubuntu 10.04) is still installed; and no major changes to the hardware have been made, Store bought systems are warrantied for 6 months (this does not apply to servers, non-Intel Macs, XBMC and Gaming Rigs - all of which are not covered by Tech Support).
+*We provide free Technical Support on systems during the stipulated warranty period, provided that the original Operating System (Xubuntu 12.04 or Ubuntu 10.04*) is still installed; and no major changes to the hardware have been made, Store bought systems are warrantied for 6 months (this does not apply to servers, non-Intel Macs, XBMC and Gaming Rigs - all of which are not covered by Tech Support).
 *After the original warranty period has elapsed, items will be supported on a pay-as-you-go basis for $10 an issue for 1 year - replacement hardware costs are extra. We can only help solve your tech support issues if the original operating system that came with your machine is still installed. Any systems which fall outside of the times listed above beyond this will be dealt with only at our discretion.
 *We reserve the right to refuse to work on a system.
 *Free Geek Tech Support is available from Noon to 5.45 PM, Tuesday through Saturday.
 *To receive tech support, be sure your computer is covered by our policy above, and do one of the following:
@@ Line 19: / Line 23: @@
 **Send an email to support@freegeek.org Be sure to include contact information and a short description of the problems you’re experiencing.
 **Stop in! We’d be happy to help you in person during Tech Support's open hours. You can also drop off your system at the Front Desk during Free Geek's open hours (Tuesday through Saturday, 10-6), provided that it is covered by our tech support policy.
+**We can not provide Tech Support outside of Free Geek except by phone or email.
 *Ubuntu 10.04 is no longer officially supported. As a result, we will not provide tech support on computers running this version. Until further notice we will provide a free in-shop upgrade to the latest Free Geek issued, long term support release (Xubuntu 12.04)
-*Free Geek reserves the right to deny support to customers who abuse the tech support privileges (i.e., in order to obtain an unreasonable amount of free one on one tutoring.
+*Free Geek reserves the right to deny support to customers who abuse the tech support privileges.
 </onlyinclude>
 ==Tech Support Dropoffs==

@@ Line 1: / Line 1: @@
 {{policy in development}}
 <onlyinclude>
-*We provide free Technical Support on systems for the warranty period, provided that the original Operating System (Xubuntu 12.04 or  Ubuntu 10.04) is still installed and no major changes to the hardware have been made, Store brought systems are warrantied for 6 months (this does not apply to servers and non-Intel Macs.
-*After  the warranty  period boxes are  supported on a pay-as-you-go basis for $10 an issue for 1 year. Hardware costs extra. We can only help solve your tech support issues if the original operating system that came with your machine is still installed. Any systems beyond this will be dealt with only at our discretion. we reserve the right to refuse to work on a system.
+=Tech Support=
-*Free Geek Tech Support is available from Noon to 5.45 PM, Tuesday through Saturday wit hlunch time closing generally between 1 and 1.30pm.
 *To receive tech support, be sure your computer is covered by our policy above, and do one of the following:
-**Call (503)232-9350 and press option 6. If your call is not answered (you call outside of tech support hours, or the support techs are busy) please leave a message with your name, phone number, and a short description of your problem.
+**Call the number listed above. If your call is not answered (you've called outside of tech support hours, or the support techs are busy helping other customers) please leave a message with your name, phone number, and a short description of your problem.
-**Send an email to support@freegeek.org. Be sure to include contact information and a short description of the problems you’re experiencing.
+**Send an email to support@freegeek.org Be sure to include contact information and a short description of the problems you’re experiencing.
-**Stop in! We’d be happy to help you in person during Tech Support's open hours. You can also drop off your system at the Front Desk during Free Geek's open hours (Tuesday through Saturday, 10-6), provided that it is covered by our tech support policy above.
+**Stop in! We’d be happy to help you in person during Tech Support's open hours. You can also drop off your system at the Front Desk during Free Geek's open hours (Tuesday through Saturday, 10-6), provided that it is covered by our tech support policy.
 *More information can be found on the Tech Support Policy [http://wiki.freegeek.org/index.php/Basic_Tech_Support_for_FreekBoxen here].
 </onlyinclude>
 By bringing an item to us you are agreeing to the policies laid out below.
@@ Line 36: / Line 50: @@
 *We reserve the right to change these policies at any time.
-==Collection Policy==
 Hours for collection are: Tuesday through Saturday, in between the hours of 12:00 - 5:45

@@ Line 19: / Line 19: @@
 By bringing an item to us you are agreeing to the policies laid out below.
-We take no responsibility for any item left outside our scheduled hours or when the door is closed.
+*We take no responsibility for any item left outside our scheduled hours, or when the door is closed.
-We require the yellow ticket that was issued to you when you dropped off your items; or a valid photo id in order to collect items that have been registered in our repair system.
+*We do not guarantee that we will be able to fix your computer.
-We do not guarantee that we will be able to fix your computer.
+*We do not replace machines out of warranty, or "on demand" in warranty.
-We do not replace machines out of warranty or on demand in warranty.
+*We take the following items only:
-Anything left for more than 45 days WILL be recycled. We reserve the right to dispose of any thing we have not explicitly agreed to take in, or is irreparable.
+*We will not take responsibility for anything else that we have not explicitly requested from you. This includes, but is not limited to: laptop bags, power cords, monitors, printers, keyboards, mice, CD's and DVD's and USB devices we are not installing. YOU LEAVE THESE ITEMS AT YOU OWN RISK AND WE RESERVE THE RIGHT TO DISPOSE OF THESE ITEMS AT ANY TIME UNLESS WE HAVE ASKED YOU TO LEAVE THEM.
-We take the following items only:
+**These policies do not constitute any form of guarantee or indemnity. All items are left at your own risk.
-We will not take responsibility for anything else that we have not explicitly agreed on, or requested from you.
+**We reserve the right to change these policies at any time.
-This includes, but is not limited to: laptop bags, power cords, monitors, printers, keyboards, mice, CD's and DVD's and USB devices we are not installing.
+==Collection Policy==
-YOU LEAVE THESE ITEMS AT YOU OWN RISK AND WE RESERVE THE RIGHT TO DISPOSE OF THESE ITEMS AT ANY TIME UNLESS WE HAVE ASKED YOU FOR THEM.
+We require the yellow ticket that was issued to you when you dropped off your items, or a valid photo id, in order to collect items that were registered in our repair system.
-These policies do not constitute any form of guarantee or indemnity. All items are left at your own risk.
+Please make sure to collect all your personal items before leaving Free Geek.
-We reserve the right to change these policies at any time.
+==Warranty==
 == See Also ==

← Older revision		Revision as of 20:26, 2 March 2013
Line 40:		Line 40:

	YOU LEAVE THESE ITEMS AT YOU OWN RISK AND WE RESERVE THE RIGHT TO DISPOSE OF THESE ITEMS AT ANY TIME UNLESS WE HAVE ASKED YOU FOR THEM.		YOU LEAVE THESE ITEMS AT YOU OWN RISK AND WE RESERVE THE RIGHT TO DISPOSE OF THESE ITEMS AT ANY TIME UNLESS WE HAVE ASKED YOU FOR THEM.
		+
		+
		+
		+	== See Also ==
		+
		+	[[Tech support hardware swap policy]] <br>
		+	[[Basic Tech Support for FreekBoxen]] <br>
		+	[[Support boundary guidelines]] <br>

@@ Line 10: / Line 10: @@
 *More information can be found on the Tech Support Policy [http://wiki.freegeek.org/index.php/Basic_Tech_Support_for_FreekBoxen here].
 </onlyinclude>
 [[Category:Thrift Store]]
 [[Category:Tech support]]