Customer Service Plan
Service Plan (“Plan”) – Terms and Conditions
I. SERVICES OFFERED On-site service and Pixius Communications, LLC (“Pixius”) parts replacement. Non-Standard Installations are not covered under this Plan.
II. FEE: The fee(s) for this plan will be set based on the Service(s) being covered. Pixius reserves the right to modify services and fees under this Plan as it deems necessary.
III. WHAT THIS AGREEMENT COVERS
• ON-SITE SERVICE
This Plan covers the cost of the trip charge and labor associated with standard on-site service per the terms and conditions of the Broadband Agreement. Included is Labor for a) antenna alignment b) replacement of the subscriber module c) standard wiring d) power supply replacement e) replacement of the surge suppressor and associated mounting hardware. Removal and reinstallation of the radio due to required roof repairs will be available at 50% of the then current rates.
• PIXIUS PARTS REPLACEMENT
At its option, Pixius will replace equipment, i.e. mounting brackets, wiring, surge suppressor and antenna, collectively the standard installation equipment, at no charge in accordance with the terms and conditions of this Plan. Items under Standard or Expanded installation are covered. The replacement part(s) may be new or reconditioned of equal or comparable value and functionality. SPECIFICALLY EXCLUDED are damages caused by roofers who move/relocate equipment.
At its option, Pixius will replace the router at no charge per the terms and conditions of the Broadband Agreement. The replacement router may be a new or reconditioned router of equal or comparable value and functionality of the current router. Pixius provides the associated configuration required to allow the router to function properly on the Pixius network. The exchange of the router will be made at the nearest Pixius location without additional charges or by return shipping provided by Pixius. Security and wireless home networking settings may be configured for an extra charge. Customer provided routers are not included in the Plan.
IV. WHAT THIS PLAN DOES NOT COVER
A. Defects or damage resulting from use of the Product in other than its normal and customary manner;
B. Defects or damage from misuse or neglect;
C. Defects or damage from improper and/or unauthorized testing, operation, maintenance, installation, adjustment, or any alteration or modification of any kind;
D. Products disassembled or repaired in such a manner as to adversely affect performance or prevent adequate inspection and testing to verify any warranty claim;
E. Products with labels removed or illegible serial numbers;
F. Defects or damage due to immersion in food or liquid;
G. Damage or defects existing prior to this Agreement; and/or
H. Equipment that was serviced by an unauthorized service provider.
I. Damaged or defects as a result of customer installation per the Customer Acceptance Form.
V. HOW LONG THIS PLAN LASTS
Pixius will provide the Plan benefits, described in Paragraph III, for as long as Customer is under Contract with Pixius. No claim will be honored once Plan has been terminated.
VI. HOW TO GET SERVICE UNDER THIS AGREEMENT
To receive service under the Plan, you must contact Pixius Tech Support Center. A Customer Care Representative will determine the cause of the problem and make arrangements for corrective action as specified in the Plan.
VII. HOW AND WHEN YOU OR WE MAY TERMINATE THIS PLAN
Termination of this Plan can be made by either Pixius or Customer once Customer has fulfilled term of primary Service Agreement. If your service with Pixius is terminated or expires for any reason, you will be deemed to have terminated this Protection Plan concurrently. Customer may terminate upon written notice provided to Pixius.
VIIII. OTHER CONDITIONS
A. This Plan is extended to the original subscriber buyer only and may not be assigned or transferred to subsequent subscriber buyers. This is Pixius’ complete Plan. Pixius assumes no obligation or liability for additions or modifications to this Plan unless made in writing and signed by an authorized representative of Pixius.
B. Pixius cannot be responsible in any way under this Plan for any ancillary equipment attached to or used in connection with the Product, or for operation of the Product with any ancillary equipment. All such equipment is expressly excluded from this Plan. Furthermore, Pixius cannot be held responsible for any damage to the Product resulting from the use of ancillary equipment not furnished by Pixius for use with individually owned equipment.
C. When the Product is used in conjunction with ancillary or peripheral equipment not furnished by Pixius, Pixius does not warrant, and shall not supply service in connection with, the operation of the Product/peripheral combination, and Pixius will honor no service claim where the Product is used in such a combination and it is determined by Pixius that there is no fault with the Product. Pixius specifically disclaims any responsibility for any damage caused in any way by the use of product accessories and peripherals when such accessories and peripherals are not furnished by Pixius.
X. GENERAL PROVISIONS:
A. This Plan sets forth our responsibilities regarding the Product. Replacement of the Product, as described herein, and/or on-site service is your exclusive remedy. THIS DOCUMENT IS NEITHER A WARRANTY NOR INSURANCE.
B. Obligations of Pixius under this Plan are backed by the full faith and credit of Pixius.
XI. OTHER RIGHTS:
A. This Plan gives you specific legal rights.
B. Defective equipment – Subject to equipment availability at time of processing. Customer agrees to “like” replacement if same model is no longer available.