Extended Warranty Policy?

Librem
1

Where is Purism’s 3 year Extended Warranty’s policy?
I found this policy, but it seems to be for the manufacturers warranty:

Hardware Warranty 
1. Purism warrant its devices or hardware products against defects in materials and workmanship when used normally in accordance to its designed operational conditions, for 1 year.
2. Warranty does not apply to the software delivered with the devices: like all free and open source software, PureOS and its software components are provided on AS IS basis, without warranties of any kind either express or implied.
3. Warranty does not apply: (a) to consumable parts, such as batteries or protective coatings that are expected to diminish over time and normal use, unless failure has occurred due to a defect in materials or workmanship; (b) to cosmetic damage, including but not limited to scratches, dents and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship; (c) to damage caused by use with a third party component or product that does not meet the Purism specifications; (d) to damage caused by accident, abuse, misuse, fire, liquid contact, earthquake, war, meteor strike or other external cause; (e) to damage caused by operating the device outside normal operating conditions (like extreme temperatures, extreme humidity, in a vacuum, etc.); (f) to damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of Purism; (g) to a device that has been modified to alter functionality or capability without the written permission of Purism; (h) to defects caused by normal wear and tear or otherwise due to the normal aging of the device.

(d) to damage caused by accident,

In my experience, this has been the only reason to buy an extended warranty.
It has been more like an in case somebody drops it or spills coffee on it or something else.
Often times, not the owners fault.

Does purism not cover these issues? Even with an extended warranty?

Also, is the warranty void if I choose to swap out hardware, like upgrade RAM?

2

I reached out to support to see what their response would be and got a fairly fast response for mladen.

Basically, the extended warranty isn’t a true extended warranty and just extends the manufacturers warranty. They do not provide any recommendations for another provider.

The official response:

We do not offer extended/accidental damage warranty yet.

We usually do not object [swapping out hardware], but we keep the right to reject warranty claim if something goes wrong. For example, if something goes wrong with the new RAM module you try, we can have a look at your device (diagnose the problem), but if we found out the new module (or improper install procedure) caused the problem somehow we will reject the warranty claim.

If you need to full email ping me.

3

Depending on what you are doing an extended manufacturers warranty may be useful, considering some issues may take a while to arise.

4

There is a difference between manufacture warranty, extended warranty, protection plan and insurance.

Manufacture Warranty: See ours here. We offer 1 year like most manufactures.
Extended Warranty: It just extends, (prolongs, etc) the existing warranty. This is for a set time, ours is 3 years.
Protection Plan: This is where things like drop and spill protection are covered on top of the manufacture warranty. This would be akin to something like Applecare+.
Insurance: Covers the above but also lost and stolen. Some cellular providers offer this as well as some credit cards.

I used to sell cell phones so would have to explain the difference quite often. It doesn’t help that many retail chains use many of these words interchangeably.

Hope that makes sense.

1 Like
5

While it may not have been asked “frequently” yet, I do think that breakdown of warranty types would find a lovely home in the FAQ