AT&T ConnecTech Terms of Service
AT&T CONNECTECH TERMS OF SERVICE
SOME DESCRIPTION OF SERVICES
REMOTE SUPPORT SERVICES
IN-HOME SUPPORT SERVICES
NOTEBOOK COMPUTER REPAIR SERVICES
TOS UPDATES
BILLING AND PAYMENTS
CUSTOMER REPRESENTATIONS AND WARRANTIES
PRIVACY
DISCLAIMER OF WARRANTIES
LIMITATION OF LIABILITY
INDEMNIFICATION
CHOICE OF LAW; JURISDICTION
IMPORT/EXPORT CONTROL
GENERAL INFORMATION
RESERVATION OF RIGHTS AND TRADEMARK INFORMATIONAT&T CONNECTECH TERMS OF SERVICE
AT&T ConnecTech® services are provided by AT&T Internet Services (AT&T). 1 The following Terms of Service ("Terms" or "TOS") constitute the contract between you and AT&T.
AT&T ConnecTech services include Remote Support Services, In-home Support Services and Notebook Computer Repair Services, as described in these TOS and at connectech.att.com ("Site"). As used in these TOS, Services refers to all AT&T ConnecTech services. Services may not be available in all areas.
AT&T ConnecTech Remote Support Service includes (1) Support Plus and certain other personal computer-related support services provided to you over the Internet and the telephone at 1-800-344-1734 (Support Plus Customer Service) or 1-866-321-5178 (PC/Home Network Telephone Support subscribers); (2) Remote Advanced Set Up & Service provided to you over the Internet and telephone at 1-888-661-1245; (3) Remote Support Service For Smartphones and 4) Remote Installation Services provided to you over the Internet and through the telephone at 1-866-294-3464. All these services are collectively called Remote Support Services in these TOS.
1. All Remote Support Services.
The following terms apply for all Remote Support Services:
Remote Support Services include, but are not limited to, assistance in the areas of troubleshooting, installation, configuration, and set up of certain products, devices, systems, and applications. Remote Support Services are available on a "per incident" basis, or a per month subscription basis for qualifying customers. Because of the complexity of issues customers might face, our Remote Support Services are "reasonable efforts" services. If your problem should prove more difficult than AT&T can reasonably resolve, AT&T reserves the right, in our sole discretion, to end further efforts to resolve the problem although you will remain liable for all service charges. Any waiver fees or charges lies solely at the discretion of AT&T. AT&T further reserves the right to discontinue and terminate service for abuse, excessive usage, or any other reason. If AT&T exercises this right and AT&T in its sole discretion agrees to pay a refund, such refund will be limited to the per-incident service fee, the per month service fee paid for subscriptions, or a pro-rated amount of the service fee for prepaid service.
To receive Remote Support Services, you may be required to download and run certain software applications (on your covered device or hardware) to aid in the diagnosis and provisioning of services ("Software"). Failure to download and run such Software as instructed or requested shall constitute a breach of these TOS. You are prohibited from, and expressly agree not to, copy or modify Software or other materials provided with the Service. You further agree to comply with the terms and conditions that are provided with any Software and, in the event of a conflict, such Software-specific terms and conditions will take precedence over these TOS as to such Software. AT&T will pass through to you any warranties available from AT&T´s Software suppliers, to the extent that AT&T is permitted to do so under its contracts with those suppliers.
Remote Support Services generally include troubleshooting, problem resolution and installation services and do not include fundamental training needs on software packages nor programming or development support. Moreover, Remote Support Services are not hardware warranty services.
Supported Products. AT&T reserves the right to refuse to troubleshoot devices, systems, and applications not in our list of supported products and to reduce or expand the scope of support offered without prior notice.
AT&T has limited proprietary information from vendors, manufacturers, and developers and may not have the ability to obtain the proprietary information that may be necessary to resolve a specific technical problem. Technical problems that may arise may be the result of software or hardware errors not yet resolved by the hardware or software manufacturer.
Customers will be encouraged to follow a practice of regularly backing up information. AT&T may, but is not required to, decline to proceed with problem resolution if AT&T feels that adequate back-up steps are not being taken.
Since providing Remote Support Services may include steps that you will need to take before the problem can be resolved, such as buying cables, acquiring software, etc., AT&T will keep your ticket open so that it can be referenced again when you are ready to go the next step. If you cannot pursue the course of action AT&T recommends, AT&T will consider the ticket closed.
Representations and Authorizations by Customer. You represent and warrant you are a legal license holder of the software and you own any hardware or network devices you request AT&T to assist you with in association with the Remote Support Services. AT&T will not assist you if you are not the legal license holder of software and owner of all devices. You authorize AT&T to effect changes to your computer(s) and settings for your computer and other equipment as a result of providing Remote Support Services.
No Entitlements: You understand and agree that Remote Support Services do not include free upgrades of existing software, operating systems, or applications. Further, use of Remote Support Services does not constitute a license to use software, applications, or equipment that AT&T is troubleshooting. AT&T does not provide any such upgrades or licenses, which are solely your responsibility and you must acquire them from the appropriate sources.
2. Support Plus Services (and Other Personal Computer-related Support Services).
The following terms apply for Support Plus Service (and other comparable personal computer-related remote support services) only:
Specific products, devices, systems, and applications covered by Support Plus services include those listed at monthlytechsupport.att.com. Support Plus Service will be provided for up to four (4) computers per household. Customers are required to use a current, industry-recognized anti-virus application on covered computers. Failure to use a current, industry-recognized anti-virus application may constitute a breach of these terms of service.
3. Remote Advanced Set Up & Service
The following terms apply for Remote Advanced Set Up & Service only.
Remote Advanced Set Up & Service provides a customer the choice of one of three options for levels of service as listed in this section of the TOS. Each option is a stand-alone service offer that cannot be combined with the other two options without additional charges potentially applying. Service does not include on-site service or replacement of hardware or software (including operating systems). An active broadband Internet connection is required. AT&T does not recommend use of wireless Internet service to receive Remote Advanced Set Up & Service. You are solely responsible for any wireless data charges.
i. Option 1: Advanced Assistance (per incident service). An AT&T ConnecTech expert will provide reasonable efforts to help fix a single identified problem for a flat fee. The remote service technician will attempt to diagnose and repair the identified problem; configure Windows settings to provide updates via manual requests using your preferred broadband connection; and install and configure anti-virus and anti-spyware software and settings if available.. Additional details on included activities. Advanced Assistance (a PC per-incident service); Netbook. Advanced Assistance PC Notebook Expert Help (per-incident service) does not include activities outlined in Performance Help notebook tune-up and optimization; and does not include activities available under the Netbook Start-up option . Additional services are available for additional fees.
ii. Option 2: Netbook Start-up. Requires purchase of a new netbook from a corporate-owned AT&T retail store. AT&T will assist you setting up your new netbook and configure it with your existing network. Complete list of included activities. Advanced Assistance (A PC per-incident service), Performance Help (Tune-Up and Optimization), or other assistance is available for an additional fee
iii. Option 3: Performance Help. Scope and Limitations: The Performance Help option is a notebook tune-up and optimization service designed to help optimize an existing laptop/PC´s performance. An AT&T ConnecTech certified online technician will perform an online system optimization routine removing unnecessary processes and deleting unwanted files that slow a computer down. Complete list of included activities. Advanced Assistance (A PC per-incident service ); Netbook Start-up services, or other assistance is available for an additional fee.
4. Remote Installation Services: Remote Wireless Network Installation and Remote Installation Assistance
Remote Wireless Network Installation and Remote Installation Assistance are standalone offers with unique services available to each. Remote Wireless Network Installation includes set up of a wireless network or gateway/router, but does not include installation of peripherals (e.g., printers, scanners, cameras, music players, etc.). Remote Installation Assistance does not include set up of a wireless network or gateway/router. All Remote Installation Services require an active broadband (high speed) Internet service and a functional and compatible computer.
The following terms apply for Remote Wireless Network Installation only:
Requires a PC running Windows XP or newer with an available connection port based on the requirements of the router/gateway to be installed. Service is for IEEE 802.11 standards wireless gateway/router only. Service is a reasonable effort, single incident offering to assist with installing and configuring a covered wireless gateway/router, wirelessly connecting up to two IP addressable personal computers to the gateway/router, and configuration of security settings of the gateway/router. Connection of wireless printer or other peripherals is not included. Wireless connectivity is not guaranteed and may be limited or unavailable due to location of the local network or equipment capabilities.
The following terms apply for Remote Installation Assistance only:
Remote Installation Assistance provides a customer one choice of several available options for service. These options are stand-alone features that cannot be combined without additional charges. All devices and licensed software must be present at time of service. SmartPhone QuickStart Basic Assistance available only for smartphones compatible with Microsoft ActiveSync® technology on a PC. Assistance with Microsoft Office limited to 30 minutes. All devices must be compatible with hardware and operating system. Additional charges apply for wireless network set up or any requested repairs due to viruses/spyware, OS recovery, hardware failure or other cause. 10GB limit on all data transfers. All data must be backed up prior to service event; AT&T is not responsible for lost data.
5. Remote Support Services for Smartphones
Smartphone QuickStart with PC Sync and Advanced SmartPhone QuickStart with PC Sync are independent, separate offers and are collectively referred in these TOS as Remote Support Services for Smartphones. The following terms apply for Remote Support Services for Smartphones only.
Remote Support Services for Smartphones are limited time trial offers for select mobile smartphone devices sold at a limited number of participating corporate-owned AT&T retail locations in San Antonio, TX only. AT&T reserves the right to discontinue Remote Support Services for Smartphones service at anytime. Service available only for smartphones with Windows Mobile or Blackberry operating systems. The complete list of supported smartphone devices and participating AT&T retail locations is available by calling 1-866-421-4640 or visiting a participating AT&T retail location.
Remote Support Services for Smartphones will be provided for one (1) mobile device per service purchase. Remote Support Services For Smartphones does not include any PC related troubleshooting or support. AT&T reserves the right to refuse to troubleshoot mobile devices not included in list of supported devices and to reduce or expand the scope of support and products offered.
Service available only to AT&T Mobility customers with qualifying data plans and who have current smartphones that use Windows Mobile or Blackberry operating system. Service requires existing and functioning high-speed/broadband Internet connection and PC with Windows XP, Windows Vista, or Windows 7. Limited support may be available for computer with Macintosh OS X, 10.4 Tiger, or 10.5 Leopard, and above. Windows Mobile phones must have version 5.0 or higher operating system and Blackberry devices should have version 4.3 or higher operating system. The Windows Mobile or Blackberry smartphone should be activated with a data plan including Internet connectivity to perform these services. Available for residential users (not a available for enterprise applications or other office/server applications).
B. IN-HOME SUPPORT SERVICES
AT&T ConnecTech In-home Support Services include (1) Home Network and Installation Services for PCs and peripherals; (2) Computer Repair Services (Labor Only or Parts & Labor); (3) Home Theater Installation Consultation; (4) Home Theater Installation Services; (5) Smart Remote Programming.; (6) In-Home Advanced Set-Up and Service; (7) Ultimate In-Home Experience, (8) Out-of-Warranty Samsung TV Repair (9) 3G Microcell Installation and (10) TV Antenna Installation. All these services are collectively called In-home Support Services in these TOS. Home Network and Computer Installation Services for PCs/Apple Computers and peripherals; Computer Repair Service (Labor Only and Parts & Labor); In-home Advanced Set-up and Service; and Ultimate In-home Experience are collectively called Computer Services in these TOS. Home Theater Installation Consultation, Home Theater Installation Services, and smart remote control programming, non-brand centric are collectively called In-Home Theater Services in these TOS. Out-of-Warranty Samsung TV Repair is also called Television Repair Services in these Terms of Service.
The following terms apply for all In-home Support Services:
- Service Availability & Appointments. We want to be there when you need us. We are available 7 days a week. Standard in-home service appointment hours are each day, 8 AM to 5 PM your local time. Our toll-free sales support center 1-800-344-1734 is available daily, 8AM-11PM Central Standard Time. Additional charges may apply for urgent or rapid responses, or for service outside of standard hours. Next day appointments may be available in some areas for appointments made before 3:00 PM local time the day prior. Service must be scheduled within 45 days or purchase.
- Appointment Changes or Cancellations. You must provide at least 24 hours advance notice of any cancellation or rescheduling request for your appointment. If you fail to provide at least 24 hours advance notice, you will be charged a cancellation charge if AT&T has incurred expenses for your appointment. If you do change your scheduled appointment, additional restrictions for appointment availability may apply.
- Service Coverage. AT&T ConnecTech will make all reasonable effort to provide in-home services to your area. We have in-home service available in all 50 states in the US. If your service location is outside the range of our network of authorized service providers, additional travel charges may apply. Use our zip code inquiry interface at connectech.att.com to determine if your location is within a AT&T ConnecTech service area, or call 1-800-344-1734 for information and travel charges (if applicable). AT&T reserves the right to change coverage and services offered at any time, and AT&T expressly reserves the right to deny service for any or no reason without liability or penalty, except as expressly stated in these TOS.
- Third Parties. AT&T reserves the right to deliver all services via independent and authorized third party service representatives and technicians.
- Services are limited to one trip unless otherwise noted, and to a total on-site duration of 2 hours (unless otherwise noted). Additional charges may be incurred for multiple trips, extended distance (beyond standard metropolitan areas as determined by AT&T) -including rural or limited access areas, or extended time. To determine if your address qualifies for regular or additional service charges, use call 1-800-344-1734.
- Access. AT&T's technician must have 1) access to your residence or business and the computer(s) and/or peripheral(s) to be serviced, 2) your consent and cooperation to enter your residence or business, 3) a safe working environment and work space, and 4) electrical power. If the AT&T technician determines that these conditions have not been met, service can be denied and a cancellation charge assessed.
- Service Authorization. For all In-home Support Services, a person at least 18 years of age must be present during the entire time period services are provided. If no adult is present at the appointment time arrival, services will be denied and a cancellation charge will be assessed.
- Additional Services, Parts, and Charges. In some cases, depending on the service you purchased and the recommended remedy, additional parts or software may be required in order to provide a solution. Technicians will provide an estimate of such additional charges to you prior to performing work that requires an additional charge. You may opt to not continue service at that time, however service charges still apply for all service provided up to that point. Payments for additional charges are payable by credit card.
- In-home Support Services do not include furniture set up. AT&T technicians will not be held responsible for moving any furniture, valuables, or any other customer-owned items. AT&T technicians will not, under any circumstances, move, alter, or install electrical outlets. It is recommended to have necessary electrical work performed prior to any service; failure to do so may result in delays and additional charges. AT&T will not be responsible for damages resulting from any customer-provided parts (for example, a TV wall bracket failure).
- Force Majeure. If AT&T and/or its third-party service providers ability to provide services is impaired by circumstances beyond the control of AT&T or its third-party service provider, including but not limited to road or traffic conditions, weather, natural disasters, strikes, or other causes, AT&T or its third-party service provider may choose not to provide services.
- Labor Guarantee. All labor purchased from AT&T will have a 30-day labor guarantee from the date of service provided by an authorized AT&T ConnecTech service representative, except TV Antenna Installation service which has a 1-year labor guarantee. This guarantee is provided to the original purchaser and applies only to service required based on the work performed at the original service event. Any modification of system software, computer hardware, televisions or other covered equipment will void this guarantee. The labor guarantee does not apply if equipment has been damaged or tampered with after service was provided, to water or physical damage, to electrical surges or damages from foreign objects (including, but limited to, insects or rodents).
The following terms apply only for all -Computer Services unless otherwise noted:
- Minimum System Requirements for In-home Computer Services: (1) Computer(s) must be in working condition at time of installation service; (2) Operating system(s) must be Microsoft Windows® XP/XP Pro, Windows® Vista, Windows® 7, Apple OS 10.3® (or higher, English versions only); (3) Operating system and/or ISP passwords must be available; (4) Operating system disks and key codes must be available; and (5) Software and peripheral hardware must be compatible with computer configuration.
- High-speed Internet access must be available for services requiring Internet access.
- Specialty installations, including but not limited to enterprise software or hardware, structured cabling/wiring, or custom configurations, are excluded.
- It is your responsibility to back up all software and data on your computer's hard drive(s) and/or any other storage devices prior to every appointment. AT&T and/or its third-party service provider shall not be responsible at any time for any loss, alteration, or corruption of any software, data, or files. AT&T can provide options for back up service at an additional charge.
- Only owner-licensed software will be installed or re-installed by an AT&T technician.
- AT&T will make reasonable efforts to help recover your data from any virus/worm or spyware/malware that may be evident on your computer; however, it is your responsibility to provide proper and updated protection from further contamination.
The following additional terms also apply for Desktop Repair Services (Parts & Labor) only:
- A toll-free diagnosis call with AT&T at 1-800-344-1734 is required prior to scheduling an appointment (diagnosis charges will apply).
- Only covers HP or Compaq, Acer®, E-machines, and Gateway branded computers with a Pentium® 4 level (or AMDTM equivalent) or higher CPU (Apple desktop computers are not covered), unless determined otherwise by AT&T at time of diagnosis. Please call 1-800-344-1734 during regular business hours if you have any questions about whether a specific computer is covered.
- Service includes repairing or replacing - parts in one (1) computer and does not cover any user-added or aftermarket upgrades, covered parts are limited to the following classification-types of internal parts: power switches, media card readers, memory, fan, heat sinks, power supplies, modems, CD-ROMs, and floppy drives. AT&T reserves the right to use generic repair parts which may be new or re-engineered.
- Any removed parts subject to a warranty that are replaced become property of AT&T. Removed parts not subject to a warranty that are replaced also become the property of AT&T, except where AT&T is required by applicable laws or regulations to offer replaced parts to you, in which case you will be provided with an opportunity to waive your right to the returned part if you so chose.
- Parts Guarantee. All replacement parts installed by AT&T are subject to a 90 day guarantee from date of installation. This guarantee is not transferrable and covers only the part installed in the computer at time of service. Parts damaged by abuse or misuse will void this guarantee.
- Service excludes computers with damage that reasonably appears to have been caused by infestation, bio-hazard, smoke or fire damage, water-corrosion, or other electrical hazards.
The following terms apply only for 3G Microcell Installation service only:
- Availability of 3G Microcell Installation service is limited time trial at participating corporate-owned AT&T retail locations, and is only available in limited areas. Visit a participating AT&T retail location for details on limitations.
- AT&T reserves the right to discontinue or cancel the service at anytime. Appointment times for 3G Microcell Installation service may be limited.
- Requires qualifying AT&T 3G Microcell hardware, qualifying AT&T Mobility voice plan, and qualifying AT&T 3G wireless device. A list of qualifying AT&T 3G wireless devices available on ATT.com/wireless.
- A functioning home network router or gateway (connected to broadband Internet service) with an available Ethernet port is required (service is not supported with awireless/Wi-Fi connection to router or gateway). Router/gateway may be relocated. Customer must provide sufficient Ethernet cable to allow for placement of 3G Microcell equipment within 3 feet of a outdoor window.
Customer must have an existing personal AT&T "mywireless" account (company-owned accounts are not supported).
The following terms apply only for TV Antenna Installation:
- TV Antenna Installation appointments are available as soon as 48 hours after purchase when schedule is arranged before 3PM local time. TV Antenna Installation service is not available on Sundays or Holidays.
- TV Antenna Installation service is available only for select antennas ("near fringe rated" with maximum reach of 60 miles) and only through select retailers of AT&T ConnecTech services.
- Some limitations apply for rural locations and access. Additional charges may apply for service locations that are beyond a 40 mile radius from a participating retail sales locations where TV Antenna Installation is sold. See retail selling location for details.
- Service includes a cable run up to 125 ft from the installed antenna to a television, digital converter, set-top box, or home distribution base. Additional charges will apply for additional cable runs to other televisions (cable over 125 ft is extra, but splitters included up to 8 ports).
- Customer must supply a qualifying antenna and mounting hardware at time of install. Customer must supply any amplifier or boosters. Antenna cannot exceed 12 ft in boom length and 7 ft in height with mount and mast.
- Direct roof installations are limited due to construction and are not available on dwellings with wood shingles, terra-cotta roofing, concrete, or tin roofing. Most outside installations are done using gable or eve. Outside installation location must be accessible with a 24 ft ladder.
- Appointment arrival windows are either morning (8AM-12PM) or afternoon (12PM-4PM).
- Service includes aiming of the antenna based on information from anntennaweb.org.
- Weather conditions may require a rescheduling of service, which shall be provided at no additional charge.
- De-installation of an antenna previously installed by AT&T or exchange installation for a different model antenna after AT&T has previously installed an antenna are available for an additional charge.
The following terms apply only for all In-home Theater Services:
- TV Service. For the best results, we recommend scheduling installation of TV Service (for example, AT&T U-verse TV, satellite, or cable) prior to day of your AT&T ConnecTech In-home Theater Service appointment, so a more complete and thorough assessment and integration can be completed. TV sizes are measured diagonally.
- Labor Only. Installations do not include any parts or accessories (for example, wire, cable, speaker mounts or similar parts), except as specifically set forth on the details page for the applicable installation service.
- Lath and Plaster. INSTALLATIONS INVOLVING LATH AND PLASTER WALLS MAY RESULT IN CRACKS ON THE WALL. AT&T shall have no liability or responsibility for any cracks or other damage to such walls.
- Installations include: integration of any newly purchased component(s) into an existing and working system; when audio or video components are installed, programming of any manufacturer-supplied remote control(s) for those components; organization and, when necessary, tying of wires and cables; a brief educational demonstration of any newly purchased components the AT&T technician installed; and reasonable cleanup of wire clippings, drywall dust, or any other debris caused by installation.
- Supported Products. Products, devices, systems, and applications covered by the In-home Theater Services include those listed at connectech.att.com. AT&T reserves the right to refuse to provide In-home Theater Services for products not in our list of supported products and to reduce or expand the scope of support offered without prior notice.
- Additional General Requirements:
- Installation is for one (1) room only.
- AC power must be present and within reach of the TV and video components using the manufacturer AC power cords.
- Customer will supply all cables required to connect A/V components to the TV.
- Only the video components for which inputs exist on the TV will be connected
- On Wall Mounting Service: A/V components must be located on the same wall and directly below the TV.
- On Wall Mounting Service: Customer will supply TV mounting bracket and all cables required to connect A/V components to the TV.
- On Wall Mounting Service: TV can only be mounted to interior walls using standard wood studs or a brick wall.
- On Wall Mounting Service: Mounting bracket must be made for the type and size of TV and for the type of wall construction it is being attached to.
- Home Theater Installation Services available for rooms up to 20' by 20'.
- For services that include In/On Wall Speaker and Wire Concealment Requirements:
- Customer will supply speaker mounting brackets and hardware
- An Attic or basement must be directly above or below the installation room
- Speakers must be made to be wall mounted
- Mounting bracket must be compatible with make/model of speaker
- Mounting hardware must be compatible with wall construction
- Other Wire/Cable Concealment Conditions: If there is inadequate access for standard wall fishing in the wall where a wire is to be hidden, or the wall that contains insulation, vapor barriers, or any other obstructions, the wire may be concealed by installer-provided paintable or matching track molding (which may require a return visit). The AT&T technician will make reasonable efforts to spackle any area where access holes were created in the walls and to finish wall fished cable exit points with a bushing, plate, or spackle; however, we are not responsible for any repainting. The customer shall be solely responsible for any repainting.
- STAND MOUNT INSTALLATION services available for TVs with up to 70" diagonal picture size. Stand Mount Installation services do not include:
- Product Delivery
- Wall mounting TV
- Setup/moving of furniture
- Programming of universal-type learning remote
- Concealing AC power
- WALL MOUNT TV INSTALLATION services available for TVs with up to 60" diagonal picture size. Wall Mount TV Installation services do not include:
- Product Delivery
- Setup/moving of furniture
- Setup or connection of newly purchased A/V components (unless purchased)
- Setup or connection of newly purchased speakers (unless purchased)
- Concealing AV cables in brick or other masonry type walls
- Programming of universal-type learning remote
- Any type of custom in-wall wiring
The following conditions apply for all Television Repair Services:
- AT&T ConnecTech Television Repair Services provides service and repair for most models of Samsung brand LCD, LED, Plasma, or DLP designed televisions. Some restrictions may apply due to television age or part availability; contact 1-877-532-6022 if you have questions about your model.
- Levels of service include Major Repair and Minor Repair.
- Major Repair is defined as service requiring replacement of parts other than accessories (for example power cords or remote controls), lamps, fuses, or belts.
- Minor Repair is defined as service requiring no replacement parts or replacement of lamps, fuses, or belts.
- Service is available for qualifying Samsung brand televisions only. No original television purchase receipt is required. This service is designed for qualifying televisions no longer covered by manufacturer’s warranty (parts or labor). Service requires pre-payment for service based on the phone diagnosis provided. Call 1-877-532-6022 for more details for your area.
- We will make our best effort to deliver service in your area; however, some areas will be restricted due to geographic constraints, physical location, or availability of a service technician.
- Cosmetic parts (plastic parts, faceplates, buttons, non-essential décor, etc.) are not covered.
- Service does not include special access (such as custom designed furniture or brackets), use of apparatus, or custom tools to service the television. Dismounting of television from wall (if applicable) is solely the customer's responsibility, and is not included in the service charges.
- To change, cancel, or reschedule your Television Repair Service appointment, contact 1-877-532-6022
- Any removed parts subject to a warranty that are replaced become property of AT&T. Removed parts not subject to a warranty that are replaced also become the property of AT&T, except where AT&T is required by applicable laws or regulations to offer replaced parts to you, in which case you will be provided with an opportunity to waive your right to the returned part if you so chose.
- Parts Guarantee . All replacement parts installed by AT&T are subject to a 90 day guarantee from date of installation. This guarantee is not transferrable and covers only the part installed in the computer at time of service. Parts damaged by abuse or misuse will void this guarantee.
- Parts that may be charged to you initially but that are ultimately not necessary to repair your television will be eligible for a complete refund to the original credit card provided for initial payment.
- Additional parts may be needed to complete a repair beyond the parts initially estimated to be necessary based on our phone diagnosis may require additional charges; however, we will notify you and get your consent in advance before ordering any additional parts.
- Any parts you retain should be properly disposed of by you, and at your option, can be returned to Samsung for recycling at:
Samsung Recycling and Disposal
18600 Broadwich Street
Rancho Dominguez, CA 90220
Attn: Parts Recycling Program
C. NOTEBOOK COMPUTER REPAIR SERVICES
AT&T ConnecTech Notebook Computer Repair Services include the shipping of a notebook computer to AT&T's repair service center, the servicing, repairing, and/or replacing of certain computer parts, and the return shipping of the notebook computer. The following conditions apply only to Notebook Computer Repair Service:
- You have a choice of a toll-free diagnosis call with AT&T at 1-800-344-1734 is required. Our support center is available daily, 8AM-11PM Central Standard Time. During the call, we will recommend and diagnose your notebook issues and determine whether your notebook computer problem is something we believe we can repair.
- Repair center services include reasonably necessary parts or software adjustments or removal required to repair the symptoms that are issues presented at the time of service, and can include resetting your operating system software as a remedy. If the option to perform a system restore is the recommended remedy for the issues presented, your choice to not continue repair will not waive any required fees or charges for repair.
- If we determine your notebook computer problem is one we believe we can repair, we will make every reasonable effort to send an appropriate shipping box to your provided address the same day as your service diagnosis (excluding Sundays). Some limitations may apply based on carrier, time, and availability of delivery based on your area. We may change or delay shipping due to parts availability, weather related instances, or unforeseen carrier issues. All shipping will be 2-business day shipping. We will provide instructions with the shipping box for all required power supplies, system software, and access passwords/documentation. Failure to provide any required items may result in delays and additional charges.
- Repair Time. The length of time for AT&T to repair your notebook computer once it is received will vary based on parts availability and AT&T receiving all required power supplies, system software, and access to passwords/documentation.
- Service Availability. AT&T ConnecTech Notebook Computer Repair Service is available without additional shipping charges in most areas in the 48 continental US states. Standard 2-business day shipping is included as part of the service prices. Limited availability for shipping and carrier access may apply. Shipping costs and service times to and from Hawaii and Alaska could be higher.
- To determine if your location is within an AT&T ConnecTech shipping area please refer to call 1-800-344 -1734 during regular hours, for information and applicable shipping charges. AT&T reserves the right to change coverage and services offered at any time.
- NEITHER AT&T NOR ITS THIRD PARTY VENDOR SHALL BE RESPONSIBLE OR LIABILE IN ANY WAY FOR LOSS OR DAMAGES RESULTING FROM SHIPMENTS LOST DUE TO MISINFORMATION, MISSING INFORMATION, WRONG ADDRESSES, MIS-DELIVERIES, NON-DELIVERIES, OR ANY OTHER CAUSE. Signature is required and if recipient is not available to sign and/or does not pick up product at designated carrier location, it will be responsibility of the recipient to recover the shipment. Standard insurance rate liabilities for ground shipment apply.
- It is your responsibility to back up all software and data on your computer's hard drive(s) and/or any other storage devices prior to shipping to AT&T's designated centralized service facility. AT&T and/or its designated service providers shall not be responsible at any time for any loss, alteration, or corruption of any software, data, or files.
- AT&T can provide options for data back-up service at an additional charge. Only owner licensed software will be installed or re-installed by AT&T.
- Minimum System Requirements for Notebook Computer Repair Services: (1) Operating system(s) must be Microsoft Windows XP/XP Pro, Windows Vista, or higher (only English versions); (2) Operating system and/or ISP passwords must be available; (3) Operating system disks and key codes must be available; (4) Software and peripheral hardware compatible with computer configuration; and (5) Power supply for notebook computer must be provided and shipped with notebook.
- Notebook Computer Brands Services. Centralized service and parts provided for HP or Compaq, Acer, Lenovo, Toshiba, and Dell branded standard notebook computers with a Pentium III class (or AMDTM equivalent) or higher CPU. Unless agreed to otherwise by AT&T, Sony, Apple, and other brands of notebook computers, or all-in-one desktops are not covered (if AT&T does agree to service, additional charges will apply). Service excludes computers with damage that reasonably appears to have been caused by infestation, bio-hazard, smoke or fire damage, water-corrosion, or other electrical hazards, and service does not cover rubber feet, docking stations, bezels, or cosmetic damage. Please call 1-800-344-1734 during regular business hours if you have any questions regarding eligibility of your computer.
- Cracked or Non-Repairable LCDs: Standard rates apply to LCD replacement and/or repair for non-HD screens. Some screens may not be eligible for replacement or repair due to availability. Unless agreed to otherwise by AT&T, 17 WUXGA, 19 and above, Apple LCD, Sony LCD, and HD LCD equipment are not covered (if AT&T does agree to service, additional charges will apply).
- Third Parties. AT&T reserves the right to deliver services via independent and authorized third party service representatives and technicians.
- Additional Parts or Software. In some cases, depending on the service you purchased and the recommended remedy, additional parts or software may be required in order to provide a repair solution. These will be offered at an additional charge and you may opt to not continue service at that time; however, service charges still apply for all service provided up to that point.
- Labor Guarantee. All labor purchased from AT&T will have a 30 day labor guarantee from the date of service provided by an authorized AT&T ConnecTech service representative. This guarantee is provided to the original purchaser and applies only to service required based on the work performed at the original service event. Any modification of system software or computer hardware will void this guarantee.
- Parts Guarantee. All replacement parts installed by AT&T are subject to a 90 day guarantee from date of installation. This guarantee is not transferrable and covers only the part installed in the computer at time of service. Parts damaged by abuse or misuse will void this guarantee.
At the discretion of AT&T, these TOS may be updated from time to time, without prior notice to you; although we will notify you of updates that have a material impact on you. AT&T reserves the right to make any updates by posting the revised TOS on the Site. You can review the most recent version of these TOS at any time on the Site and it is your responsibility to routinely review these TOS. Your continued use of any Service following any change in the TOS constitutes your acceptance of those changes.
Available offers and billing options may vary from time to time and based on customer location, other AT&T services purchased, and additional restrictions and qualifications. Prices for Services are explained and quoted to you at the time of purchase. All charges must be authorized by you in advance and will be billed to a major credit card or on your AT&T U-verse bill or AT&T local telephone bill, depending on the subscription or offer selected when you ordered the Services. You agree to pay all fees and charges specified when you ordered the Services, including any recurring and nonrecurring charges, taxes, fees and assessments applicable to the Services.
Special Arrangements: Some customers may receive Services through a special arrangement with their property owner or manager, or may have purchased Services via a third party retailer. If you have such an arrangement or purchase agreement, these TOS shall apply to the Services, except that AT&T may not directly charge you for some portion of the Services provided to you as part of the special arrangement. You will be responsible for fees and charges associated with additional Service orders not included as part of the special arrangement. You may have an additional agreement or contract with your property owner or manager or retailer that covers any applicable special arrangement. Any such additional agreement or contract is outside these TOS and AT&T is not responsible for nor bound by the terms of any agreement may you have with your property owner or manager, or retailer. If the special arrangement with your property owner or manager, or retailer terminates, you may have the option to continue receiving Service under standard billing terms and these TOS.
Except for certain subscriptions and prepaid offers, once a trouble ticket on a particular issue called in about has been closed by AT&T, any further calls or requests for assistance will be opened as a new ticket and an additional fee must be paid. Notwithstanding the foregoing, for Remote Support Services, AT&T agrees to assist you with the same issue, should the same problem occur again, for the remainder of the day the call was received and the following 5 calendar days (within regular hours of operation) without you incurring any additional charges.
Subscription Billing: For Services with a subscription, billing for the Service commences when your order the Service and recurring charges for each months Service will be billed one month in advance. Billing is based on a 30-day cycle. Your first bill for Service may include pro-rated charges for a partial monthly period prior to the beginning of your first monthly billing cycle. Upon termination you will be charged for the pro-rated number of days for which you had Services in that billing cycle and, if applicable, you will receive a credit for any balance of payments for Services billed in advance.
Late Payment/Non-Payment: If any portion of payment is received after a late payment date (for subscription billing), a monthly late charge may be charged to you. The monthly late charge will be administered according to standard AT&T billing procedures and will not exceed the highest amount allowed by law. The late charge will be applied to the entire outstanding balance for each month or portion thereof for which the balance remains unpaid. In the event you fail to pay charges, AT&T is unable to bill you, or AT&T is unable to bill outstanding sums for the Service to your credit card, AT&T reserves the right to bill outstanding sums to your credit card or to your AT&T billing account or to send an invoice directly to you. AT&T may assign unpaid late balances to a collection agency for appropriate action. In the event legal action is necessary to collect on balances due, you agree to reimburse AT&T for all expenses incurred to recover sums due, including attorneys' fees and other legal expenses. You also agree to pay all current charges for the Service as well as taxes and fees assessed against you or AT&T on the charges and all late payment, interest or other fees as stated on your bill. You will also be charged a fee for any check returned to AT&T relating to the Service. Your service may be suspended or terminated if your payment is past due. AT&T may modify its billing practices or late payment charges by providing you with prior written notice of the modification
Early Termination Charge: If a term commitment is agreed to for the Service, and you terminate prior to the end of the term, an early termination charge may apply.
Changes to Fees and Charges: AT&T may, at any time, with notice by e-mail or other means of communication, change the amount of or basis for determining any fee or charge or institute new fees or charges for any subscription Services. All fees and charges are payable in accordance with billing terms in effect at the time the fee or charge becomes payable.
IV. CUSTOMER REPRESENTATIONS AND WARRANTIES
Services are available to residential customers. Services cannot be resold to others and they cannot be made available to anyone outside of family members in the same household. Services you purchase are based on specified prices and you are responsible for all applicable taxes based on the location and Services performed.
If you are an individual, you must be an adult of at least 18 years of age to purchase any Service and by requesting the Service, you confirm you are an adult of at least 18 years of age.
All information that you provide to AT&T must be accurate, including your name, address, credit or credit or charge card numbers, expiration dates or any other Service payment information required by AT&T. You further represent that you are authorized to bill the charges to the credit card or, if applicable, the U-verse bill or local telephone bill at the billing address that you provide AT&T.
You also represent that you are a legal license holder of any software on any computers for which you order Service. AT&T will not assist you if you are not the legal license holder. You further represent that you are the owner of any hardware, network devices, or other equipment you request AT&T to assist you with in association with any Services.
This Service will be subject to AT&T's privacy policies. If AT&T works with you on any password or other access control oriented problems, AT&T strongly recommends that you reset such passwords(s) immediately following the completion of the Service. See the following link for information: http://www.att.com/gen/privacy-policy?pid=2506
YOUR PURCHASE AND USE OF ANY SERVICE, THE SITE, THE SOFTWARE, AND ANY INFORMATION ON THE SITE IS AT YOUR OWN RISK.
EXCEPT AS EXPRESSLY STATED IN THESE TOS, AT&T MAKES NO WARRANTY THAT (i) ANY SERVICE, SOFTWARE, AND/OR SITE WILL MEET YOUR REQUIREMENTS, (ii) ANY SERVICE, SOFTWARE, AND/OR SITE WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE (iii) THE RESULTS THAT MAY BE OBTAINED FROM THE USE OF ANY SERVICE, SOFTWARE, AND/OR SITE WILL BE ACCURATE OR RELIABLE, (iv) THE QUALITY OF ANY PRODUCTS, SERVICES, INFORMATION, SOFTWARE,OR OTHER MATERIAL PURCHASED OR OBTAINED BY YOU THROUGH A SERVICE AND/OR SITE WILL MEET YOUR EXPECTATIONS, AND ANY ERRORS IN A SERVICE AND/OR SITE WILL BE CORRECTED.
AT&T DOES NOT WARRANT THAT THE SOFTWARE OR SITE WILL OPERATE ERROR-FREE OR THAT THE SOFTWARE ORIS SITE AND ITS SERVER ARE FREE OF COMPUTER VIRUSES AND OTHER HARMFUL CODE. IF YOUR USE OF A SERVICE, SOFTWARE, OR THE SITE RESULTS IN THE NEED FOR SERVICING OR REPLACING EQUIPMENT OR DATA, AT&T IS NOT RESPONSIBLE FOR THOSE COSTS.
NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM AT&T OR THROUGH OR FROM THE SERVICE, SOFTWARE, AND/OR SITE WILL CREATE ANY WARRANTY NOT EXPRESSLY STATED IN THESE TOS.
EXCEPT AS MAY BE OTHERWISE SPECIFICALLY PROVIDED IN THESE TOS, THE SERVICES, SOFTWARE, AND THE SITE, AND ANY PARTS ARE PROVIDED "AS IS" AND "AS AVAILABLE," AND ALL WARRANTIES, EXPRESS OR IMPLIED, ARE DISCLAIMED, INCLUDING BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, QUIET ENJOYMENT, NON-INFRINGEMENT, AND FITNESS FOR A PARTICULAR PURPOSE.
IT IS YOUR RESPONSIBILITY TO BACK UP ALL SOFTWARE AND DATA ON YOUR COMPUTER'S HARD DRIVE(S) AND/OR ANY OTHER STORAGE DEVICES PRIOR TO EVERY APPOINTMENT. AT&T AND/OR ITS THIRD-PARTY SERVICE PROVIDER SHALL NOT BE RESPONSIBLE AT ANY TIME FOR ANY LOSS, ALTERATION, OR CORRUPTION OF ANY SOFTWARE, DATA, OR FILES.
YOU EXPRESSLY UNDERSTAND AND AGREE THAT AT&T AND ITS DIRECTORS, OFFICERS, EMPLOYEES, AND AGENTS, AS WELL AS ANY AT&T PARENT, AFFILIATE, OR SUBSIDIARY COMPANY, SHALL NOT BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING DAMAGES FOR LOSS OF BUSINESS, LOSS OF PROFITS, LOSS OF DATA, LOSS OF USE, GOODWILL OR OTHER TANGIBLE INTANGIBLE LOSSES (EVEN IF AT&T HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES) ARISING OUT OF (A) THE USE OF THE SERVICES, (B) THE CONTENT ON THE SITE, (C) WEB SITES LINKED TO THIS SITE AND THE CONTENT, GOODS AND/OR SERVICES PROVIDED THEREIN (D) ANY DECISION MADE OR ACTION TAKEN BY YOU IN RELIANCE UPON THE INFORMATION WITHIN OR CONTENT OF, THE SITE OR OTHERWISE PROVIDED IN CONNECTION WITH THE SERVICES, AND/OR (E) THE INABILITY TO USE SERVICES, INCLUDING BUT NOT LIMITED TO THE SITE AND CONTENT CONTAINED THEREIN (INCLUDING, BUT NOT NECESSARILY LIMITED TO, LOSS OF PROFITS, GOODWILL OR SAVINGS, DOWNTIME, DAMAGE TO OR REPLACEMENT OF PROGRAMS AND DATA), WHETHER BASED IN CONTRACT OR TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY OR OTHERWISE (BUT EXCLUDING CLAIMS ARISING OUT OF PERSONAL INJURY OR DEATH) EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
AT&T'S TOTAL LIABILITY ARISING OUT OF THE SERVICES, OR FROM AT&T'S NEGLIGENCE OR OTHER ACTS OR OMISSIONS, IF ANY, SHALL BE, AT AT&T'S SOLE DISCRETION AND OPTION, TO (a) REPERFORM THE SERVICES, (b) REFUND THE CHARGES AND FEES PAID FOR THE SERVICE GIVING RISE TO CLAIM, IF ANY, OR (c), FOR PREPAID SERVICE OFFERINGS, A REFUND OF A PRO-RATED PORTION OF FEES PAID. THE REMEDIES FOR A FAILURE OR BREACH OF SUCH LIMITED WARRANTY ARE EXCLUSIVE AND YOU AGREE THAT UNDER NO CIRCUMSTANCE WILL AT&T BE LIABLE TO YOU FOR ANY MORE THAN THE PER-INCIDENT SERVICE FEE FOR THE EVENT GIVING RISE TO THE CLAIM OR ONE MONTHS SUBSCRIPTION FEE.
SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN WARRANTIES OR THE LIMITATION OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES. ACCORDINGLY, SOME OF THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU. THE PROVISIONS OF THIS PARAGRAPH WILL SURVIVE ANY TERMINATION OF THIS AGREEMENT.
You agree to indemnify, hold harmless and release AT&T, its parent, affiliate and subsidiary companies and their directors, officers, employees and agents, from and against any and all liabilities, claims, damages, costs and expenses, including reasonable attorney's fees, arising from or related to your purchase of any Service and/or the Site.
IX. CHOICE OF LAW; JURISDICTION
These TOS and the relationship between you and AT&T will be governed by the laws of the State of Texas, without regard to its conflict of law provisions. You agree to submit to the personal and exclusive jurisdiction of the courts located within Dallas County, Texas. You further agree that any dispute arising from your use of the Service must be brought exclusively with the courts of Dallas County, Texas.
You acknowledge that Services and Software (including, but not limited to, technical assistance) provided under these TOS may be subject to import or export laws, conventions or regulations, and any use or transfer of the Software or technical information must be in compliance with all such laws, conventions and regulations. You will not use, distribute, transfer, or transmit the Software or technical information except in compliance with such laws, conventions and regulations. None of the Software or underlying information or technology may be downloaded or otherwise exported or re-exported (a) into (or to a national or resident of) any country to which the United States has embargoed goods; or (b) to anyone on the U.S. Treasury Department's list of Specially Designated Nationals or the U.S. Commerce Department's Table of Deny Orders. By downloading or using any Software, Customer is agreeing to the foregoing and Customer is representing and warranting that Customer is not located in, under the control of, or a national or resident of any such country or on any such list. If requested, Customer agrees to sign written assurances and other documents as may be required to comply with such laws, conventions and regulations.
These TOS, and any other policies or guidelines referenced herein, constitute the entire agreement between AT&T and you in connection with a Service. These TOS govern your use of any subscription Service, superseding any prior agreements between you and AT&T with respect to the subject matter of these TOS. If any provision of these TOS is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavor to give effect to the parties' intentions as reflected in the provision, and the other provisions of these TOS remain in full force and effect. You agree that regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to use of the Service or these TOS must be filed within one (1) year after such claim or cause of action arose or be forever barred. The failure of AT&T to exercise or enforce any right or provision of these TOS will not constitute a waiver of such right or provision. If you violate these TOS, AT&T may in its sole discretion and without notice terminate or suspend your access and use of any subscription Services or cancelling any Services ordered but not already provided. You agree that AT&T shall not be liable to you or any third party for any termination of your access to any subscription Service or cancelling any Services ordered but not already provided
XI. RESERVATION OF RIGHTS AND TRADEMARK INFORMATION
You understand and agree you receive no title or right of ownership in the Services or to Software or other materials provided to you in connection with the Services. All title, including but not limited to copyrights and patent rights, in and to the Services, Software, or other materials related to the Services are owned by AT&T or its affiliates, licensors, or suppliers. All rights not expressly granted are reserved by AT&T and its affiliates, licensors, and suppliers.
Subsidiaries and affiliates of AT&T Inc. provide products and services under the AT&T brand. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other trademarks are the property of their respective owners. ©2010 AT&T Intellectual Property. All rights reserved.
