Service & Support Policies

No manufacturer has the resources to test their products under every circumstance with all other products. They may work perfectly under some circumstances but have conflicts with other products or software. When these problems are reported to the manufacturer they often come out with software fixes. Likewise, no retailer (such as MyMacDealer) will have tested every possible configuration of hardware and software, although we do our very best to carry quality, well-supported products from trusted brands and vendors.

We recommend that clients frequently check the manufacturer’s site for upgrades and ensure the latest revision of your products and/or any applicable patches or upgrades have been installed. See our list of Support Links for Other Vendors for a list of links to the major manufacturers we carry.

Our Store Support Policy Includes:

• Limited in-store and phone support on the products we sold to you.
  This support is not unlimited and is on a best-effort basis. Our sales people are very knowledgeable but we do not claim that they are experts on specific products. If you require expert advice or more than a normal amount of support, we recommend you deal directly with the manufacturer or hire a computer consultant. There are many qualified Mac consultants that we can and will happily recommend.
• Help with the manufacturer’s warranty (typically for the first 1, 3 or 5 years, occasionally lifetime guarantees, dependent on product and manufacturer)
  This means that for this period of time if you have a warranty issue you can return the product to us. We will either fix it (if we are authorized to perform manufacturer’s repairs) or we will contact the manufacturer and arrange for shipping back and forth to their authorized warranty outlet. There are exceptions to this; many manufacturers prefer to deal directly with the customer. Usually this approach provides a quicker response. Depending on the manufacturer, shipping changes may be incurred and are the responsibility of the customer.
• After the first year we will try to supply you with all necessary contact numbers.
  However, the customer is expected to contact the manufacturer directly and pay for all associated shipping and handling costs.

Our Store Support Policy Does NOT Include:

• Replacing or refunding your money.
• Ultimately, the manufacturer’s warranty is between you and the manufacturer on any product outside of our stated policies.
• Free support on products we did not sell.
• If you purchase the computer from us and later purchase a peripheral from another company, we assume no responsibility for this peripheral working with your computer.
• Free installation and configuration of peripherals.
• Unless we have agreed to install a product (usually for a charge) customers are responsible for their own configuration and diagnosis of a problem. This is true even if the product itself causes the problem. The installer of the equipment is responsible for diagnosing all problems including defective products. If we have to diagnosis a faulty part we will charge for this service.
• The cost of a third party hired by the customer to perform work on their computer.
• We only cover the cost of warranty repairs performed by MyMacDealer. We do not cover the cost of a third party hired by the customer or any parts he/she uses to facilitate repair.
• MyMacDealer will not be liable for any special, incidental, indirect, general or consequential damages. This includes, but is not limited to; damages or costs incurred as a result of loss of time, loss of savings, loss of property, loss of data or loss of profits, which may arise in connection with the services, regardless of whether MyMacDealer has been apprised of the possibility or likelihood of such damages occurring or whether claims are based or remedies are sought in contract, negligence, strict liability, tort, products liability or otherwise.

Although MyMacDealer strives to sell the very best products available at the time, the volatile nature of the industry means the consumer assumes some risks associated with manufacturers’ warranties. These include the following; bankruptcies, slow warranty turn around time, shipping costs and incomplete repairs. Where possible we will help, but when a product is sold, MyMacDealer assumes no risk other than listed above.

Manufacturer’s Warranties:

Warranties vary from manufacturer to manufacturer, however, the following generalizations apply to all warranties.

• Products are sold with a manufacturer’s only warranty. With the exception of Apple, we are not authorized for any warranty repairs, nor are we compensated in any way to handle the shipping, diagnosis or repair of any other products.
• Warranties on computers do not cover software. No computer manufacturer assumes any risk for loss of data, programmes or any other software. Consumers are expected to have made backups of any important data and software. Servicing often results in the loss of data. The manufacturer will reset the computer back to factory standards; the consumer is responsible for reinstalling programmes and data.
• Warranties on computers do not cover conflicts and bugs. Virtually all computer products and software contain bugs, however, warranties do not cover compatibility issues with any specific hardware or software programmes.
• Software is sold on an as-is basis. Virtually all software contain bugs. All manufacturers know this and their warranties specify that the consumer assumes all risk associated with the bugs. They only guarantee the media – which means if the CD/DVD is damaged they will usually replace it for a period of 15 days from date of purchase. If a piece of software doesn’t work on a particular computer they take no responsibility – nor will the computer manufacturer. Most large software companies have a policy of free updates to registered users. Most of these updates and patches are available through the Internet.

AppleCare Warranty

Macintosh computers are manufactured and distributed by Apple. They come with manufacturers’ one-year parts and labour warranty. We are an Authorized Apple Service Provider Plus and will service Apple computers (but not iPods) at our in-store service centres. On occasion, the defective unit may be returned to the manufacturer for warranty service. Remember that this is a manufacturer’s warranty, not a MyMacDealer warranty. Some products are serviced directly by Apple. In some circumstances we can ship the defective product back to Apple for the client; however, in these circumstances, it’s often quicker for the client to deal directly with Apple, especially for iPod warranty repairs.

Warranty Notes:

• Warranty only covers defective hardware. Damaged hardware (hardware that has been dropped, damaged or spilled on by the consumer) is not covered by warranty. In such circumstances, please refer to your insurance provider.
• Other software fixes and backups are charged at shop rates.
• Apple’s fix for system software is to return the computer to factory specification (note: data & applications will be lost)
• Some products such as iPods are warranted directly by Apple Canada at 1-800-263-3394
• Service parts are shipped from Apple. Although we order them daily we have no control over the speed of their delivery. Apple has a direct Customer Support Number for clients that are not happy with the handling of their warranty: 1-800-263-3394. Apple Computers are sold with a one year limited warranty on parts and labour. AppleCare can extend your hardware, software protection and telephone support to three years total.

Warranty Lengths (Apple Service):

• Labour - 90 days
• Parts - 90 days
• Software – none