Warranty, Returns & Refunds

1. What is covered

• Labour: 90 days from the date you collect the equipment. If the same fault returns, we re-do the work at no charge.
• Parts we supplied: 12 months from collection, covering manufacturing defect and premature failure.
• Software work: 30 days, covering the specific configuration we carried out.
• Cabling and installation projects: 12 months on workmanship, terminations and labelling.
• Data recovery: the file listing agreed before payment; if a file on that listing turns out to be corrupt, we re-attempt at no charge.

2. What is not covered

• New physical damage, drops or liquid ingress after collection.
• Faults in a different component from the one repaired.
• Software problems caused by later installations, updates or malware.
• Equipment opened or worked on by someone else after our repair.
• Consumables: batteries beyond their rated cycle count, fans in dust-heavy environments, printer parts.
• Parts you supplied yourself.

3. Making a claim

1. Call 503-782-7740 or email customers@community.pakcomputersolution.com with your invoice number.
2. Describe what is happening and when it started. Photographs help.
3. Bring the equipment to 3361 Heron Way, or ask for collection inside Portland (free for warranty claims).
4. We assess within one business day and tell you honestly whether it falls under warranty.
5. Warranty repairs are prioritised ahead of the general queue.

4. No fix, no fee

If we cannot resolve the fault we quoted for, you pay the $49 diagnostic and nothing else — even where we have spent hours on it. On logical data recovery jobs, if we retrieve nothing usable there is no charge at all, including the evaluation.

5. Refunds

• Work not yet started: full refund of anything paid, within 5 business days.
• Work in progress: refund of the unperformed portion, itemised on request.
• Completed work that failed to solve the stated problem, where we cannot put it right on a second attempt: refund of labour in full.
• Parts already fitted and functioning are not refundable, but we will remove them and return your original component where that is physically possible.
• Refunds go back by the original payment method.

6. Parts you supplied

We are happy to fit customer-supplied components where they are appropriate, but we cannot warrant them and we charge labour whether or not the part turns out to be faulty. Where we think a part is unsuitable we will say so before fitting it.

7. Managed service credits

If we miss a contracted response target, tell us. Verified misses earn a credit of 5% of that month's fee per incident, up to 25% of the monthly invoice. We apply credits on request rather than making you argue for them, and repeated misses trigger a review meeting with the owner.

8. Your statutory rights

These commitments sit on top of, and do not limit, the rights you have under Oregon and federal consumer law. Where the law gives you more than this page does, the law wins.

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Questions about this document? Write to customers@community.pakcomputersolution.com, call 503-782-7740, or post to Sablefir Systems LLC, 3361 Heron Way, Portland, OR 97209. We answer privacy and legal correspondence within ten business days.