Seneca On-Site Warranty Instructions

Welcome to Seneca, Your Warranty Services Provider

Seneca is proud to be the warranty provider for your recently purchased computer hardware.

Please find below summary of our services that you should keep on hand and also distribute to key people within your organization that should have this information regarding the warranty services of your computer hardware.

How to Contact Seneca:

Our Address:
Seneca Data Distributors, Inc.
6040 Tarbell Road
Syracuse NY 13206
Our Phone and Fax Numbers:
Phone: 1-888-227-9994
Fax: 1-315-433-0945
E-mail: SenecaCustomercare@senecadata.com
Web Site: www.senecadata.com

What to do when you have a need for our computer hardware warranty services:

Before calling the Seneca Support Line,” please have the serial number from the failed computer available for our representative, we use this number to verify the terms of coverage, as well as determine the component parts within your computer. Your warranty purchase requires that you allow our help desk to perform a minimum amount of troubleshooting / diagnostics to provide indicators of the appropriate actions required to resolve the failure and which spare parts may be required. Often, a field service engineer and parts will be dispatched to perform on-site repairs.

If you have on-site support, the locally based on-site technician will be dispatched after our Customer Care Department performs troubleshooting and parts have been received. If on-site support was not purchased at the time of your system purchase Seneca will be happy to quote you a time and materials rate to have the on-site technician perform a troubleshooting on-site visit.

Below lists the procedure of what to do when you have a service need. If at any time you would like to upgrade your existing plans, or add additional units, please feel free to contact us by calling toll free: 1-800-227-3432 or e-mailing us at SenecaCustomercare@senecadata.com.

What To Do When You Have A Service Issue

Information Needed Before Calling Support:

  1. Model Number
  2. Serial number of unit (located on the top front left cover of enclosure, on most products)
  3. Contact information (company name, contact, phone, email)
  4. Description of problem (including any pop up information)
  5. History or timeline of problem

Service Call Processing:

  1. Contact Seneca to open all service calls. This can be done by the following methods:

    Note: If you have 24/7 coverage, and your need is urgent, you should contact Seneca by telephone. Seneca’s help desk is staffed from 8:00 AM until 6:30 pm Eastern Time. If your call takes place after standard business hours, the call will be answered by an answering service. The customer will need to be able to answer a few questions regarding your systems (refer to the “information needed before calling support” listed above) and one of our Seneca technicians will respond within 15 – 20 minutes of your call to begin diagnosis.

  2. For all Service warranty calls, please be prepared to provide the site name, address, telephone number, and site contact name. Also provide a brief description of the problem, the model and serial number(s) of the affected equipment, and a brief description of the diagnosis by your personnel. It is very important that you have the system serial number so our customer care technician can immediately look up your information in our database for quicker and more effective diagnosis of your problem.
  3. Our technical service representative will provide additional diagnosis, and will coordinate the dispatch of parts and on-site service technicians as needed. Our service goal is to diagnose and dispatch on the day each service call is received and complete service on the next business day. Service calls opened after 3:00 P.M. each day will be processed on a best effort basis, customer site demographics may impact same-day parts and on-site services procurement.
  4. Our warranty purchase requires that you allow our help desk to perform a minimum amount of troubleshooting / diagnostics to provide indicators of the appropriate actions required to resolve the failure and to identify which spare parts may be required. If you would like to have an on-site technician make a “troubleshooting/diagnostic” visit, we would be happy to quote you for this.
  5. Your designated contact will be informed regularly of the progress of open service calls.
  6. Seneca is open Monday to Friday, 8:00 A.M. to 6:30 pm Eastern Time. Technical service representatives are on-call for after-hours service responses.
  7. Seneca Support Help Desk is open Monday to Friday, 8:00 A.M. to 12:00 A.M. Eastern Time. Technical service representatives are on-call for after-hours service responses. The principal period of coverage for many sites is Monday through Friday, 8:00 A.M. to 5:00 P.M. Site Time. Extended hours and holiday coverage can be quoted on request.

Warranty Coverage and Limitations

The Seneca Support Services Warranty Service Plan purchased by you determines the services provided and the period of warranty coverage.

The Warranty Service Plan provides for the replacement of Server/Workstation components that fail due to manufacturing defects in materials and workmanship. Excluded from warranty coverage are acts of nature, such as electrical storms, floods, fire, etc., acts of war and terrorism, criminal acts, and customer damage and negligence.

Upon receipt of a service request from you, a Seneca’s Customer Care Representative will contact you promptly to begin diagnosis and arrange a time for the delivery of service. After diagnosis has been performed, the representative will then coordinate the dispatch of service parts and field engineers to your site within the terms of your Warranty Service Plan.

Under the terms of the service plan, you are responsible for providing our field service engineers with access to your Server/Workstation in a safe environment.

If spare parts have been shipped to you, shipping labels will have been included for the return of unused and defective parts after service is complete. You agree to properly package parts for return and deliver the package(s) to the selected courier for return to the appropriate address on the return shipping label. Please contact Seneca at 1-800-227-3432 immediately for assistance with parts return issues.

You are responsible for the replacement price of parts that are not returned and for those damaged in transit due to improper packaging. If parts return shipments are not received within 10 business days of the completion of the repair to your Server/Workstation, you will be invoiced for the parts replacement price and an administration fee of 10% of the parts replacement price and no less than $25. The parts delivered to your site at the initiation of service become your property after the returned parts are received, unencumbered by any lien, at Seneca.

If you have any questions about your Seneca Warranty Service Plan, please contact Seneca at 1-800-227-3432.