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Support Terms and Conditions

THE SUPPORT TERMS AND CONDITIONS PROVIDED HERE SUPERSEDE ALL OTHERS. Freehand Graphics, Inc., AKA, Freehand, includes Live Agent Support for all active license holders of AccuRIP™ Emerald and Spot Process™ Separation Studio™ NXT, plus users of the genuine All Black Ink™ and Dmax™ Dye Inkjet Ink products. Active annual license users also receive free updates.

Users of previous versions/licenses can switch to annual licenses to receive the same advantages.

Previous version users have free access to self-help online documents, resources and videos as well as Live Agent Support. Agents will direct you to valuable self-help articles and videos and/or provide written solutions to user requests when available. Legacy version user support does NOT include serial number license transfer/crash resets. The suggested solution is always an upgrade to the current version to receive all advantages and benefits.

Current Software Versions:
AccuRIP® Emerald
Spot Process® Separation Studio™ NXT

Access to Live Agent Support is via an online ticket submission.
Replies are during business hours (M-F, 9 am to 6 pm EST) excluding holidays or office closures.

 

FREE Live Agent Support Overview…

Freehand requires ticket submissions in order to have a written record of your issue and information. You will also benefit from having a written record and instructions to refer to. We are fully staffed with knowledgeable technicians who are waiting to assist you. Do not delay your resolution – submit a ticket as soon as you need help -answer ALL the questions asked by the technician. Facts help them help you.

Terms and Conditions of Live Agent Support
(Trial and Current Shipping License Users)

a) Trial user support is for the duration of the trial period from activation through expiration.

b) Live Agent Support is offered for the full term of an annual software license.

– Product training is NOT included with FREE Live Agent Support.
– OS, networking, hardware issues NOT supported.

 

Pay Support/Training Overview…

Freehand offers professional consulting and fee-based support on unsupported topics, for users outside of the support period, operating non-shipping versions (end of life), and operating previously supported (dropped) Epson hardware.

Options:
AccuRIP™
Spot Process™ Separation Studio NXT™
General computing
Screen-printing pre-press

By appointment only. Fees will be provided in advance of support. Contact the SALES Team Lead with questions or to schedule a session:
lennyc@solutionsforscreenprinters.com or our general sales contact at sales@solutionsforscreenprinters.com

 

END OF LIFE SOFTWARE Support Options:
The team will provide available options. A guarantee of a resolution can not be provided. A change in a user’s computer environment including an operating system or change in hardware, a loss of control or access to the serial number, no access to a properly working (user archived installer) of software can prevent an issue from being resolved and/or initiate the need to Upgrade. A recommendation of products and computer environment requirements will be provided. Upgrade to the current version to receive all advantages and benefits.

Manufacturers of hardware and software are prepared to expertly support their own products to their user-base/clients.

Epson
All issues/questions related to your Epson hardware setup (including Epson Drivers) and general operation.

Canon
All issues/questions related to your Canon hardware setup (including Epson Drivers) and general operation.

Adobe
All issues/questions related to file creation/preparation.

Corel
All issues/questions related to file creation/preparation.

Live Agent Support Business Hours:
Monday through Friday, 9 am to 6 pm EST (excluding holidays and office closures).

 

USA and Canada Product Warranty Terms and Conditions

Freehand Graphics, Inc., AKA “Freehand,” warrants its products against manufacturing defects in materials and workmanship for the products and time period(s) noted below. The effective term of the warranty is from the date the product is shipped from Freehand. Freehand reserves the right to change, update, rescind, extend, condition, and make exceptions to this policy at any time. Canadian customers have additional TERMS.

INK KITS:
The following kits include a second cartridge for each slot as a preemptive warranty replacement for the first set or slot in the kit:
Pixma iX6820 Ink Kit, Pixma iX6820 Ink and Cleaner Kit, Pixma iP8720 Ink Kit, Pixma iP8720 Ink and Cleaner Kit, Epson 1430/1400 Ink Kit, P400 Ink and Cleaner Kit (Photo Black Slot). Only after the provided replacement cartridge in the kit fails to set or fails during operation will a warranty replacement be shipped. The coverage period is one-year (365 days) from the date the product is shipped from Freehand or a Freehand Authorized Reseller. Submit a support ticket online at freehandhelp.com or select the “Submit a Support Ticket” link on this web site located under the SUPPORT Menu. The technical support team will diagnose the issue and authorize a warranty replacement as needed. Proof of purchase may be required.

The following kits DO NOT include a second cartridge for each slot and are under warranty for replacement of cartridges:
Pixma Pro-100 Ink Kit, P400 Ink Kit and Cleaner Kit, 4900 Ink Kit (Matte Slot), T3270 Ink Kit (Photo Black Slot). The coverage period is one-year (365 days) from the date the product is shipped from Freehand or a Freehand Authorized Reseller. Submit a support ticket online at freehandhelp.com or select the “Submit a Support Ticket” link on this web site located under the SUPPORT Menu. The technical support team will diagnose the issue and authorize a warranty replacement as needed. Proof of purchase may be required.

DMAX DYE INK BOTTLES:
Dmax Dye Ink in bottles within a Freehand Ink Kit or sold separately in bottles is covered for a period of 30-days from the date the product is shipped from Freehand or a Freehand Authorized Reseller. Report a broken or leaking bottle immediately to Freehand. Provide a picture of the compromised bottle and email it through the support ticket system online at freehandhelp.com or select the “Submit a Support Ticket” link on this web site located under the SUPPORT Menu.

AMAZE-INK:
Amaze-Ink in bottles within a Freehand Ink Kit or sold as an Amaze-Ink Kit is covered for a period of 30-days from the date the product is shipped from Freehand or a Freehand Authorized Reseller. Report a broken or leaking bottle immediately to Freehand. Provide a picture of the compromised bottle and email it through the support ticket system online at freehandhelp.com or select the “Submit a Support Ticket” link on this web site located under the SUPPORT Menu.

DARKSTAR INKJET FILM:
DarkStar Inkjet Film is covered for a period of 60-days from the date the product is shipped from Freehand or a Freehand Authorized Reseller. Report a compromised package immediately to Freehand. Provide a picture of the compromised package or damaged film and email it through the support ticket system online at freehandhelp.com or select the “Submit a Support Ticket” link on this web site located under the SUPPORT Menu.

PRESS SUPPLIES AND TAPE:
Press Supplies and Tape are covered for a period of 60-days from the date the product is shipped from Freehand or a Freehand Authorized Reseller. Report a compromised package immediately to Freehand. Provide a picture of the compromised package or damaged film and email it through the support ticket system online at freehandhelp.com or select the “Submit a Support Ticket” link on this web site located under the SUPPORT Menu.

Terms & Conditions:
Warranty is limited to the replacement of the defective product during its warranty period. UPS Ground shipping service is complementary for valid warranty claims. Customer will be responsible for the difference if:
a. expedited shipping service is requested by customer, and/or
b. an alternative shipping provided is required which results in an increased shipping expense.
Freehand reserves the sole right to extend, condition, or terminate warranty eligibility at its discretion.

Warranty Exclusions:
1. Products found to be defective after the warranty period has expired.
2. Products subjected to misuse or abuse, whether by accident or other causes. Such product conditions will be determined by Freehand at its sole discretion.
3.Products damaged due to natural disaster or Act of God, including but not limited to lightning, flooding, earthquake, or fire.
4. Products modified in any way NOT described explicitly in the product’s relative user guide at: solutionsforscreenprinters.com/get-started/
5. Software products.
6. Consumable items, such as Dmax™ Dye.
7. All Black Ink™ (ABI) Kits that contact two full cartridge sets or second cartridge slots.
8. Loss of data or software.
9. Products that have been updated, reworked, or improperly tested by the Customer, or by a third party at the request of the Customer.

Products shipped to locations outside of the Continental United States or Canada will NOT be provided with free shipping for any approved warranty. A credit of $10 will be applied to the warranty shipping cost. The balance of the shipping cost to be paid by the Customer.

RETURNS
All software sales are FINAL and non-refundable. All product sales are non-refundable. If a Customer makes an incorrect purchase and has determined the product ordered is not the correct product they can contact Freehand SALES at sales@solutionsforscreenprinters.com to report the issue. If the product has not arrived at the delivery location you can refuse the item*. Freehand will verify return of the product in good condition and provide a REFUND less a 15% restocking fee. If the Customer is approved for a return after receipt of the product(s) contact sales@solutionsforscreenprinters.com for a Return Merchandise Authorization number (RMA). Send items back to Freehand via a trackable and insured service*. Sales will provide the address to send the return. In the case that items are returned in less than a satisfactory condition including opened bottled products (Dmax Dye and Amaze-Ink Cleaner), Freehand reserves the right to determine and implement any adjustment to the refund. Unauthorized returns where Freehand has not provided an RMA number will not be accepted and a refund will not be provided.

*Customer is responsible for all shipping costs with a product return.

LIMITATION of LIABILITY
Freehand’s liability arising out of the manufacture, sale, or supply of a product and its use, whether based on warranty, contract, negligence, product liability, or otherwise, shall not exceed the original cost of the product. In no event shall Freehand be liable for unintended or consequential damages, including, but not limited to, loss of profits or use, loss of time, and damages rising out of the manufacture, sales, or supplying of the product(s).

 

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