Terms of Coverage - Each Escient branded media management system sold comes with a standard one (1) year warranty. This warranty provides no-charge coverage under normal product usage, for a period of one year from the date of registration and/or purchase (whichever is earlier). This warranty program provides the following key features and benefits:

  • Twelve (12) months service, parts and labor.
  • Five (5) day turn around time on all standard in-warranty repairs. No charges to the customer other than inbound shipping charges which are determined by the shipping method. All return shipments will be via Standard Ground Transportation (approximately 5 business days).
  • Twelve (12) months of regular hour telephone support (8AM to 6PM Eastern), Monday through Friday.
  • 24-hour email response from the Escient Support Website.
  • Software maintenance updates provided via a broadband or dial-up Internet connections.
  • Access to 24-hour music and movie databases and entertainment services providing access to thousands of CD and DVD titles and associated information.

What is Covered - The goal of this warranty is to cover operational problems that might arise with your product during normal use. This includes failure to start, improper operation, or intermittent failures. As part of the warranty, Escient will pay for all labor and materials used in the repair of the system. Escient reserves the right to use new or factory refurbished parts in the repair of these in-warranty systems. Escient will also pay for the return shipment of the repaired system via standard ground transportation. At Escient's discretion, the Company will repair or replace any system sent in for repair. Upon repair, the product will be new or like-new in condition and will meet all necessary regulatory requirements.

What is Not Covered - Escient products are sold through Escient approved dealers. A number of items must remain intact in order for Escient to verify and validate this warranty. Additionally, there are several conditions which violate Escient's warranty program. These include:

  • The product was not purchased through an approved Escient Dealer.
  • Any product, on which the serial numbers has been defaced, modified or removed physically or electronically will not be covered by an Escient warranty.
  • Escient will not cover under warranty damage to the product as a result of accident, misuse, abuse, neglect, fi re, water, lightning, or other acts of God or nature, improper storage, unauthorized modification, or failure to follow instructions.
  • Any type of unauthorized repair or modifications made to the system resulting in damage to the product will not be covered under this warranty.
  • Damage caused to the product as a result of improper shipping or installation.
  • Any problems related to the use of the product which is not a direct problem with the product.
  • Damage caused to the product as a result of improper installation to third party peripherals or products, or incorrect connection to peripheral or products.
  • Additionally, Escient does not cover the following items under the terms or its warranty programs:
  • Installation or removal charges.
  • Cost of initial technical adjustments (setup costs).
  • Battery replacement.

Escient's sole liability for any defective product is limited to the repair or replacement of the product at our discretion. Escient shall not be liable for damages to other property caused by defects in this product, damages based upon inconvenience, loss of use of the product, loss of time or data, commercial loss or any other damages, whether real, incidental or consequential.

Escient shall not be liable for damage or loss of data including but not limited to music recorded to storage devices. It is the customer's responsibility to maintain the original media and/or appropriate backup copies within the specific rights of the media's copyright holder.

How to Return a Product - Contact your dealer or Escient's Customer Support group at 800-372-4368.

Please have the following information ready for your dealer or Escient's Customer Support technician:

  • Product Serial Number
  • Model Number
  • Date of Registration or Purchase
  • Place of Purchase

Upon reviewing the request for repair under warranty provisions, Escient's Technical Support group will issue a Return Material Authorization (RMA) number. This number is to be attached to the outside of the shipping carton. Additional instructions will be provided by technical support. Please be sure to use original packing carton and internal packing materials to assure proper shipment of the system. Insurance costs are the responsibility of the customer. Most shippers only provide standard coverage for $100 in cost so please protect yourself by providing additional insurance for the returned product.

Out of Warranty Repair - Escient provides out of warranty repair service on a cost plus labor basis. Minimum charges will apply. Technical support will provide information on this service at the time of the call.