Conditions and procedures process of Express

1. Express Care Pack is a paid service which allows the customer to receive the replacement Synology NAS device in case of a hardware issue. Only NAS devices that are in factory hardware configuration are covered, without additional RAM Modules, Expansion Units, Accessories, HDDs and SSDs.
2. To request a replacement NAS, the customer has to contact the Technical Team (in English or Polish ) via dedicated e-mail address: service@expresscarepack.eu with the following information: The copy of Certificate or serial number of a NAS; The description of the issue; The physical address where a NAS is used and where the replacement needs to be shipped;
3. The office hours of the Technical Team are Monday to Friday from 8.00am to 4.00pm CET. Except for statutory non-working days in force in Poland.
4. The Technical Team verifies issue(s) described by the customer. The Technical Team may need to make additional tests in which case the customer will be contacted.
5. When a hardware issue is confirmed by the Technical Team, a replacement unit will be shipped to the customer whereby: if the problem was confirmed by 1.00pm CET, then a replacement NAS will be shipped the same day with Express shipping; if the problem was confirmed after 1.00pm CET time, then a replacement NAS will be shipped in next business day with Express shipping;
6. If the Technical Team verifies the faulty device has a software issue and not a hardware one, the customer will be forwarded to Synology Support to open a ticket.
7. The delivery times cannot be guaranteed as they are subject to the courier company operations.
8. Once the replacement unit arrives at the customer’s address, the customer is obligated to swap out all of the HDDs/SSDs, RAM modules and PCIe card and/or other removable parts from the faulty unit into the replacement unit by themselves.
9. The customer has to contact the delivery company to arrange the collection of faulty unit.
10. The customer has five (5) business days to ship back the faulty unit(s) after the packaged delivery is confirmed. On the third day the customer will be contacted in order to be reminded that the faulty device has to be shipped back. If the customer fails to ship back the faulty device after five (5) days, the customer shall have to bear all of the costs of delivery, and the replacement device.
11. If the customer forgets to take out HDDs/SSDs, RAM modules and PCIe card and/or other removable parts from the faulty unit, these will not be shipped back to the customer.
12. The customer is to pack the faulty device into the same packaging in which they received the replacement unit.
13. The customer needs to place a shipping label on the new packaging. The return label will be included in the packaging containing the replacement device.
14. Once the faulty unit arrives to the Technical Team, it will be checked whether the faulty device meets the
    Standard Warranty conditions[1]. If the faulty unit fails to meet the conditions, the customer will receive an invoice of full value of the replacement unit.
15. If it is confirmed that the faulty unit did not come with all of its out of the box original parts, the customer will be given 7 days to ship the missing ones at their own cost. Otherwise, the customer shall have to bear all of the costs of delivery, and the replacement device.
16. The Technical Team will inform the customer via e-mail of the new Certificate with replacement unit’s serial number.
17. The validity of the Express Care Pack will not be extended by the time of the service.

[1] The foregoing warranties and warranty obligations do not apply to any Product that (a) has been installed or used in a manner not specified or described in the Product or its related documents (b) has been damaged by service (including upgrades and expansions) performed by anyone who is not a representative of Synology or any Synology Authorized Service Provider; (c) has been in any way misused, abused, or damaged; (d) has been used with items not provided by Synology other than the hardware or software for which the Product is designed; or (e) otherwise fails to conform to the Product specifications and such failure is attributable to causes not within or under Synology’s control. (f) has been tie-in any non-Synology branded hardware products or any software, even if packaged or sold with Synology hardware. (g) Customer disassembles the Product except as authorized by Synology; (h) Customer fails to implement any correction, modification, enhancement, improvement or other update made available to Customer by Synology; or (i) Customer implements, installs or uses any correction, modification, enhancement, improvement or other update made available by any third party. (j) Any compatibility issues occurred when installing hardware products, software, or components not supported by Synology. (k) product damage caused by accident, fire, liquid contact, earthquake or other external cause. (l) cosmetic damage caused by normal wear and tear or otherwise due to the normal aging of the Product, including but not limited to scratches, dents and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship; (m) serial number has been removed or defaced from Product, resulting in not able to identify.