IP-02/95 LEADING EDGE AUTHORIZED SERVICE (LEAS) LEADING EDGE AUTHORIZED SERVICE (LEAS) INFORMATION PACKET INFORMATION PACKET Contents ----------------------------------------------------------------- LEAS Classifications.................................Page 1 RMA Procedures (Leading Edge Products)...............Page 2 Use of the CITA/ABCD Form............................Page 4 RMA Reimbursement....................................Page 7 Out of Box Failures..................................Page 8 How to Configure Modules for Return..................Page 9 Standard Warranty Periods............................Page 13 How Consumers Obtain Service.........................Page 14 Out-of-Warranty Priority Service.....................Page 15 Parts Balancing Program..............................Page 16 Motherboard Identification...........................Page 18 Schematic Info.......................................Page 21 Service & Support Telephone Numbers..................Page 22 Bulletin Boards......................................Page 23 Text of LEAS Center Agreement........................Page 24 LEAS CLASSIFICATIONS 11/91 LEAS CLASSIFICATIONS PREMIER Authorized Service Center: PREMIER Leading Edge will preship your RMA order via second day delivery. Leading Edge will prioritize both warranty and out-of-warranty referrals to Premier centers. Requirement: Place a spare parts order (minimum: motherboard, ___________ power supply, VGA card, hard drive and controller, and monitor) to support three of our current product lines. _____ Purchase of spare parts indicates to Leading Edge a Service Center willingness to participate in the warranty exchange program and receive pre-ship replacement modules to replenish depleted spare parts stock. A biannual parts balancing program is available to exchange unused spare parts to protect you from parts obsolescence. PARTICIPATING Authorized Service Center: PARTICIPATING Leading Edge will repair/replace your defective module upon ____ receipt. Return shipment will be the same way that you send to _______ us: Ground, Second Day, or Next Day. Requirement: No minimum parts stock. ___________ If you wish to change your LEAS classification, contact Customer Service. LEAS Info Pack Page 1 PROCEDURES FOR RETURNING LEADING EDGE PRODUCTS 01/94 PROCEDURES FOR RETURNING LEADING EDGE PRODUCTS The Leading Edge depot warranty program revolves around the replacement of sub-assembly parts through authorized service centers. The proof of warranty eligibility will be the end-user's proof of purchase of the Leading Edge product from an authorized product dealer. In addition, any desktop machine purchased after February 1, In addition, any desktop machine purchased after February 1, _____________________________________________________________ _____________________________________________________________ 1991 must also be accompanied by a copy of the end-user's Warranty 1991 must also be accompanied by a copy of the end-user's Warranty _______________________________________________________________________ _______________________________________________________________________ Certificate. A copy of the end-user invoice with unit serial number Certificate. ____________ ____________ MUST BE INCLUDED WITH ALL WARRANTY RETURNS TO ENSURE PROPER WARRANTY REIMBURSEMENT. Premiere LEAS Centers will be sent via second day air a new or like new replacement part, provided the authorized service center account is in good standing. The LEAS center must return the defective part within 15 days of the issuance of the RMA number. It is assumed that the Premiere LEAS will return defective product to Leading Edge immediately upon receiving an RMA number, without waiting to get the preshipped replacement part. Participating LEAS Centers must return defective product to Leading Edge and, upon our receipt, we will then repair or replace it. As a LEAS Center it is your responsibility to offer module/sub- assembly exchange and minor adjustment services free of charge to the end user while the Leading Edge product is under warranty, provided the product was purchased from an authorized Leading Edge dealer. The product warranty to the end user provides 100% coverage for parts and labor. The warranty is non-transferable and valid only in the United States, Canada, and Puerto Rico, contingent upon proper use of the product covered, and does not cover products which have been modified, subjected to unusual physical or electrical stress, or damaged in transit after delivery by Leading Edge. The procedure for all warranty service is as follows: 1. Secure Copy of Customer Invoice - The fool-proof way to ensure Secure Copy of Customer Invoice end user product warranty is to secure a copy of the product invoice and warranty certificate. The invoice with valid serial The invoice with valid serial number notation must accompany all warranty returns to ensure number notation must accompany all warranty returns to ensure proper reimbursement. proper reimbursement 2. Diagnose Problem - After determining the unit is under warranty, Diagnose Problem diagnose the problem to the sub-assembly level. The "Product Codes & Price List" (in the PRICING section of this notebook) itemizes all sub-assembly spare parts. THE DEFECTIVE PART SHOULD BE REPLACED FROM YOUR SPARE PARTS STOCK. If you do not have the replacement part you will have to await shipment of the replacement to you causing further delay to your customer and additional expense to you. We highly recommend you take advantage of the reduced pricing for the spare parts in the price list and maintain a spare parts inventory to service your customers. LEAS Info Pack Page 2 PROCEDURES FOR RETURNING LEADING EDGE PRODUCTS 01/94 PROCEDURES FOR RETURNING LEADING EDGE PRODUCTS 3. Fill out CITA Return Form - See next section. Fill out CITA Return Form 4. Call or fax Leading Edge for RMA Number - Prior to returning Call or fax Leading Edge for RMA Number the defective part please call 800-225-2283 (or fax 508-836-3961) and obtain a Return Material Authorization (RMA) number. Please have your account number ready and be prepared to identify the machine or sub-assembly with the Leading Edge product code, the unit serial number, the date Leading Edge product code of purchase, the failure symptoms, and the failing diagnostic. THE RMA DEPARTMENT CANNOT ISSUE RMA NUMBERS THE RMA DEPARTMENT CANNOT ISSUE RMA NUMBERS WITHOUT THIS INFORMATION. If you cannot find the WITHOUT THIS INFORMATION. appropriate product code from the Parts/Pricing Booklet, please contact Product Support for assistance. If you are faxing, please fax the completed CITA form, and we will fax back with the RMA number. The RMA number is valid for fifteen (15) working days from the date of issue and must be visible on all packages returned to Leading Edge. Leading Edge will cross-ship the new or like new replacement unit prepaid second day delivery within twenty- four hours. 5. Return the Defective Part to Leading Edge - DO NOT WAIT FOR Return the Defective Part to Leading Edge THE REPLACEMENT PART TO ARRIVE BEFORE RETURNING THE DEFECTIVE PART. There will be no reason to hold defective parts so please return them immediately at the LEAS Center expense. Quick returns allow us to effect repairs and have new or like new replacement parts available for quick shipment to you or another authorized service center. All parts being returned must include a copy of the end user invoice and Warranty Certificate. After receiving the RMA please ensure proper static sensitive packaging and return the defective part to: R e t u r n a l l p r o d u c t t o : R e t u r n a l l p r o d u c t t o : R M A # _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ R M A # _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ A T T N : R E P A I R C E N T E R A T T N : R E P A I R C E N T E R L E A D I N G E D G E P R O D U C T S L E A D I N G E D G E P R O D U C T S 2 2 3 0 1 S . B O N I T A A V E 2 2 3 0 1 S . B O N I T A A V E C A R S O N C A 9 0 7 4 5 C A R S O N C A 9 0 7 4 5 LEAS Info Pack Page 3 USE OF THE CITA RETURN FORM 2/95 USE OF THE CITA RETURN FORM ***************************************************************** * ALL ITEMS RETURNED TO LEADING EDGE (IN WARRANTY OR NOT) MUST * * BE ACCOMPANIED BY AN ORIGINAL RMA FORM. EACH ITEM MUST BE ON * * ITS OWN FORM. ANY ITEM RETURNED WITHOUT AN RMA FORM, WITH * * PHOTOCOPIED RMA FORMS, OR WITH MORE THAN ONE ITEM ON A FORM, * * WILL BE REFUSED OR INVOICED AN ADMIN. FEE. * ***************************************************************** ALL REQUESTED INFORMATION MUST BE FILLED IN TO QUALIFY FOR WARRANTY ALL REQUESTED INFORMATION MUST BE FILLED IN TO QUALIFY FOR WARRANTY REIMBURSEMENT. REIMBURSEMENT. Use ball-point pen, and press firmly! Please PRINT neatly. 1. VENDOR BLOCK: Fill in "Leading Edge Products" and RMA Number for VENDOR BLOCK that product that was issued by LE. 2. DEALER BLOCK: Fill in all LEAS information. DEALER BLOCK The Dealer Authorization/ID # is your Leading Edge service ___________________________ account number. It is a 6 digit number (multiple store locations will also have a dash and a 2 digit extension). For example: 123456 or 123456-01. Please write the number in this format - do Please write the number in this format - do NOT insert spaces or dashes where they do not belong. NOT insert spaces or dashes where they do not belong. Be certain to write in your complete telephone # in case we need ___________ to call you. The Technician Name is for the Technician that diagnosed the ________________ product - NOT the name of the person that filled in the form. NOT This must be filled out with the name of the individual that actually worked on the product. If we need to call about the product, this is the person with whom we must speak. You do not have to enter a Technician Authorization # as Leading __________________________ Edge does not presently use this field. 3. PRODUCT BLOCK: The Special Instruction Code boxes should be PRODUCT BLOCK __________________________ __________________________ filled with "RTS" (Return To Stock) if you are returning an item that LE preshipped to you. __________ Fill in the Model # with the model description (DT4410 Fortiva ________ 4000, etc.) and the Unit Serial # (this is the serial number of _____________ the system unit from which the sub-assembly was removed). Fill in the Date Purchased, Date Failed, and Date Serviced. If the _______________ ___________ _____________ unit is not yet sold (out-of-box failure), fill in the date of Dealer purchase. LEAS Info Pack Page 4 USE OF THE CITA RETURN FORM 2/95 USE OF THE CITA RETURN FORM 4. DIAGNOSTIC BLOCK: Fill in the Failure/Error (in detail). If it DIAGNOSTIC BLOCK _____________ _____________ is an intermittent problem, please indicate as such as well as the approximate time frame (ex. problem occurs after 30 minutes of use). It is very difficult to duplicate intermittent problems unless we know how long to test the equipment. Fill in the Corrective Action including the consumer replacement consumer replacement _________________ _________________ serial #. serial # Repair Time is not used. ___________ 5. PARTS BLOCK: Fill in the LE product code of the item you are PARTS BLOCK sending in (under the Vendor Part #). The quantity does not need The quantity does not need _____________ _____________ to be filled in as it will always be one. to be filled in as it will always be one. Fill in the item Description (ex. System board, VGA card, etc.) ___________ as well as the serial # of the item being returned in the serial # Description field. This is not the system unit serial #; most not parts have serial numbers embossed on the frame, or on labels (some bar coded). If the return is out-of-warranty then fill in the OOW Cost listed OOW ____ ____ in the "Product Codes and Price List" booklet and your PO #. ____ 6. LABOR & OTHER BLOCK: This block is presently not used by LE. LABOR & OTHER BLOCK 7. OPTIONAL BLOCK: ALL CONSUMER INFORMATION MUST BE FILLED IN. DO OPTIONAL BLOCK ALL CONSUMER INFORMATION MUST BE FILLED IN. DO NOT WRITE "SEE ATTACHED PROOF OF PURCHASE". The LE technician NOT WRITE "SEE ATTACHED PROOF OF PURCHASE". repairing the product does not receive the proof of purchase, and may need to contact the consumer. LEAS Info Pack Page 5 USE OF THE CITA RETURN FORM 2/95 USE OF THE CITA RETURN FORM o DO NOT USE PHOTOCOPIES. Leading Edge will not accept any RMAs DO NOT USE PHOTOCOPIES _________________________ _________________________ that are returned without ORIGINAL CITA forms. o A blank form will be returned to you with each item we send to you. o If additional copies are needed, they can be purchased by calling CITA (ABCD) at 708-240-1818. They are also available through Leading Edge at $25.00 per packet of 100. o Refer to your Information Packet for additional procedures. Be sure to include a copy of the Customer's proof of purchase and warranty certificate. If the unit is not yet sold, include a copy of your sales invoice. o An invoice will be generated for returned products that do not meet warranty repair authorization requirements. o The CITA/ABCD Generic Warranty Form is a 4 part form. Remove the completed top copy for your records prior to returning the remaining set to LE. o The CITA form MUST be returned with the product - DO NOT MAIL THE DO NOT MAIL THE FORMS SEPARATELY! FORMS SEPARATELY! LEAS Info Pack Page 6 RMA REIMBURSEMENT 2/95 RMA REIMBURSEMENT RMA reimbursements are generated automatically when an RMA is shipped to Leading Edge. Once the RMA transaction has been received and shipped, the RMA number is entered into our reimbursement database. At the end of each period, reimbursements are totaled, and a check for the period's amount is issued. Included with each month's RMA reimbursement is an itemized statement showing the RMAs processed for the period. The next-to-last column of the statement, labeled "DC" (Discrepancy Code), indicates any RMAs that did not qualify for reimbursement. The list of Discrepancy Codes follows. The last column shows the amount of reimbursement, as set forth in our Product Code & Spare Parts Price list. Authorized Repair Centers are expected to service all Leading Edge customers. Discrepancy Codes: AB Abuse CH Cleaned Heads CO Char.Gen. and/or CPU chip missing (Obsolete) DO D.O.A. product (not covered) IC Invalid Configuration IP Improper packaging MA Misc. Adjustment MI Multiple Items on RMA form MR Multiple RMAs for same CPU MS Misc. discrepancy NC Repair not covered NL Not a LE product NP No Proof of Purchase NR No RMA Form Included NT No Trouble Found OD Part not returned within 15 days OS Customer has On-Site service OW Out of warranty PI Invalid Proof of Purchase PM Must send in defective part RE Refusal RI Pluggable RAM in RM ROM missing RK ROM/KeyCtrl install. error (Obsolete) SJ Switch/Jumper incorrect UR Sent back unrepaired US Unauthorized repair VA Voided warr.; abuse VI Voided warr.; improper package VU Voided warr.; unauth. repair WA Shipped to wrong address WK Sent in whole keyboard (Obsolete) WP Wrong Part returned on preship LEAS Info Pack Page 7 OUT-OF-BOX FAILURES 06/92 OUT-OF-BOX FAILURES An out-of-box failure shall be defined as any unit or sub-assembly that fails during the reseller inspection or fails within a 15 day period after purchase by the end user. Upon receipt by Leading Edge, DOA product will be replaced with equivalent product. In instances where the DOA product being returned has been discontinued or is not presently available, a credit for those products will be issued to your account. If you did not purchase the unit directly from Leading Edge, and want ________ to return it under the DOA program, you must go back to where you originally purchased the product. Otherwise contact your Leading Edge Sales Rep. for D.O.A. return procedures. LEAS Info Pack Page 8 HOW TO CONFIGURE MODULES FOR RETURN 02/95 HOW TO CONFIGURE MODULES FOR RETURN ALL PRODUCTS RETURNED TO LEADING EDGE MUST FIT THE STANDARD ALL PRODUCTS RETURNED TO LEADING EDGE MUST FIT THE STANDARD CONFIGURATIONS LISTED BELOW. FAILURE TO PROPERLY CONFIGURE RETURNED CONFIGURATIONS LISTED BELOW. FAILURE TO PROPERLY CONFIGURE RETURNED PRODUCT WILL RESULT IN A $20.00 ADMINISTRATIVE FEE AND LOSS OF PRODUCT WILL RESULT IN A $20.00 ADMINISTRATIVE FEE AND LOSS OF REIMBURSEMENT. REIMBURSEMENT. LEADING EDGE WILL NOT BE RESPONSIBLE FOR SOCKETED RAM (INCLUDING SIMMS LEADING EDGE WILL NOT BE RESPONSIBLE FOR SOCKETED RAM (INCLUDING SIMMS AND CACHE) OR '486/PENTIUM CPUS LEFT ON SYSTEMBOARDS RETURNED FOR AND CACHE) OR '486/PENTIUM CPUS LEFT ON SYSTEMBOARDS RETURNED FOR SERVICE. LIKEWISE, WE WILL NOT BE RESPONSIBLE FOR NON-L.E. COMPONENTS SERVICE. LIKEWISE, WE WILL NOT BE RESPONSIBLE FOR NON-L.E. COMPONENTS (COPROCESSOR, ETC.) SENT IN WITH ANY PRODUCT (COPROCESSOR, ETC.) SENT IN WITH ANY PRODUCT SEND IN ONE ITEM PER RMA# ONLY. DO NOT SEND IN 2 ITEMS ON ONE RMA # SEND IN ONE ITEM PER RMA# ONLY. DO NOT SEND IN 2 ITEMS ON ONE RMA # SUCH AS A CD-ROM DRIVE AND CONTROLLER. SEND ONLY THE DEFECTIVE ITEM! SUCH AS A CD-ROM DRIVE AND CONTROLLER. SEND ONLY THE DEFECTIVE ITEM! ALL RMAS MUST BE ACCOMPANIED BY THE PROPERLY COMPLETED CITA/ABCD FORM - ALL RMAS MUST BE ACCOMPANIED BY THE PROPERLY COMPLETED CITA/ABCD FORM - DO NOT MAIL THE FORM SEPARATELY. DO NOT MAIL THE FORM SEPARATELY. All DESKTOP system boards All DESKTOP system boards LEADING EDGE SHIPS "VANILLA" REPLACEMENT SYSTEMBOARDS CONTAINING LEADING EDGE SHIPS "VANILLA" REPLACEMENT SYSTEMBOARDS CONTAINING NO RAM, NO CACHE, AND NO SOCKETED '486/PENTIUM CPU CHIPS. SO IF NO RAM, NO CACHE, AND NO SOCKETED '486/PENTIUM CPU CHIPS. SO IF YOU SEND A MOTHERBOARD TO US WITH ANY OF THESE ITEMS ON IT, YOU YOU SEND A MOTHERBOARD TO US WITH ANY OF THESE ITEMS ON IT, YOU WILL NOT BE ABLE TO PROPERLY CONFIGURE THE REPLACEMENT! WILL NOT BE ABLE TO PROPERLY CONFIGURE THE REPLACEMENT! Remove ALL socketed system RAM (SIMMs and cache) and user installed options (coprocessor, etc.). Remove SOCKETED CPUs from Remove SOCKETED CPUs from '486 and Pentium system boards. All other factory installed '486 and Pentium system boards. chips - BIOS, video memory, CPU ('386 or below), etc. - MUST MUST remain on the motherboard. LEAVE ALL OSCILLATORS ON THE BOARD! DO NOT REMOVE THE COPPER SHIELD OR METAL PLATE FROM THE REAR PORT DO NOT REMOVE THE COPPER SHIELD OR METAL PLATE FROM THE REAR PORT CONNECTORS IF IT IS ATTACHED TO THE BOARD! If it is attached to CONNECTORS IF IT IS ATTACHED TO THE BOARD! the system chassis, leave it on the chassis! SIMMs SIMMs Send only the individual defective SIMM - DO NOT SEND A SET!! DO NOT SEND A SET!! Monitors Monitors All monitors MUST be returned whole. No internal servicing is All monitors MUST be returned whole. permitted. Do NOT return any monitor base that is detachable or external NOT ___ __________ ___ __________ power cord. Most bases are detachable. If you are not sure if the monitor in question has a detachable base, please call Tech Support! LEAS Info Pack Page 9 HOW TO CONFIGURE MODULES FOR RETURN 01/94 HOW TO CONFIGURE MODULES FOR RETURN Keyboards Keyboards Send in the whole keyboard only. _____ Hard Drive Hard Drive Send in the drive only (no cables). Remove any mounting brackets. L.E. IS NOT RESPONSIBLE FOR DATA LEFT ON HARD DRIVES!! L.E. IS NOT RESPONSIBLE FOR DATA LEFT ON HARD DRIVES!! Power supplies Power supplies Do not include the reset/switch bracket or the plastic button. Whole Portables (Effective 10/1/93 Non-Preship ONLY) Whole Portables Laptop, Laptop Plus, and Notebook whole units: Send in the portable unit only (with internal nicad battery), or the defective subassembly. DO NOT INCLUDE DISKS, MANUALS, AC/DC ADAPTERS, MOUSE, OR POWER CORDS WITH WHOLE UNIT RMAS. LEADING EDGE WILL NOT INCLUDE THESE PERIPHERAL ITEMS WITH THE REPAIRED/REPLACED UNIT, AND THEREFORE WILL NOT BE RESPONSIBLE FOR ANY YOU SEND IN. Leading Edge is not responsible for any information stored on a portable system fixed disk drives!!! Most units are formatted as part of our repair process and all data is destroyed. In addition, we load DOS 5.0 on all units. It is the responsibility of the LEAS to reformat the FXD drive if the consumer owns a different revision DOS. L.E. will attempt to preserve FXD data whenever possible on non- L.E. will attempt to preserve FXD data whenever possible on non- preship returns. preship returns. The following are standard memory configurations: Laptop - Soldered base RAM (1Mb) only. Laptop Plus - Soldered base RAM (1Mb) and 1Mb memory module. N3/SX 16 - Soldered base RAM (1Mb) only. N3/SX 20 - Soldered base RAM (1Mb) and 1Mb memory module. N3/SX 25 - Soldered base RAM (2Mb) only. N3/SL 25 - Soldered base RAM (2Mb) only. N3/SL 25 Plus - Soldered base RAM (2Mb) only. N3/SX Plus - Soldered base RAM (2Mb) and 2Mb memory module. 486SLC - Soldered base RAM (2Mb) and 2Mb memory module. LEAS Info Pack Page 10 HOW TO CONFIGURE PORTABLE SUBASSEMBLIES FOR RETURN 05/93 HOW TO CONFIGURE PORTABLE SUBASSEMBLIES FOR RETURN L A P T O P S L A P T O P S System Boards System Boards REMOVE MEMORY MODULES and user installed options (coprocessor, REMOVE MEMORY MODULES etc.). Soldered base RAM (1Mb) and all other factory installed _________________________ chips (BIOS, CPU, etc.) MUST remain on the system board. DO NOT DO NOT REMOVE THE COPPER SHIELD OR METAL PLATE FROM THE REAR PORT REMOVE THE COPPER SHIELD OR METAL PLATE FROM THE REAR PORT CONNECTORS!!! CONNECTORS!!! LCD's LCD's Return the display only with the flat ribbon cable attached (include ferrite core). DO NOT SEND BACK THE LCD DO NOT SEND BACK THE LCD COVER/BRIGHTNESS/CONTRAST PANEL (BEZEL). COVER/BRIGHTNESS/CONTRAST PANEL (BEZEL). Power Regulators Power Regulators Send in the assembly only; do not include the multicolor power ______ wires. Keyboards Keyboards Return the PCB assembly with flat ribbon cable attached; do not ______ include the ferrite core. Hard drives Hard drives Send in the drive only; do not include brackets or cables. L.E. L.E. ______ ______ IS NOT RESPONSIBLE FOR ANY DATA LEFT ON HARD DRIVES! IS NOT RESPONSIBLE FOR ANY DATA LEFT ON HARD DRIVES! Hard drive controller cards (Revision 1 Laptop) Hard drive controller cards Send in the PCB with the 26 pin controller cable. Floppy drives Floppy drives Send in the drive only; no brackets or ribbon cables. __ Top covers Top covers Return the LCD cover and BRIGHTNESS/CONTRAST panel (bezel). Do __ not include miscellaneous hardware: springs, tabs, metal fixing ____________________________________ brackets, white adhesive tape. Bases Bases Return empty, plastic base only; no metal parts (i.e.: brackets). _____ LEAS Info Pack Page 11 HOW TO CONFIGURE PORTABLE SUBASSEMBLIES FOR RETURN 05/93 HOW TO CONFIGURE PORTABLE SUBASSEMBLIES FOR RETURN N O T E B O O K S ( N O N - A V I V A ) N O T E B O O K S ( N O N - A V I V A ) __________________________________________ __________________________________________ System Boards System Boards REMOVE MEMORY MODULES and user installed options (coprocessor, REMOVE MEMORY MODULES etc.). Soldered base RAM (1Mb for 16/20Mhz notebooks, 2Mb for ___________________ 25Mhz) and all other factory installed chips (BIOS, CPU, etc.) MUST remain on the system board. DO NOT REMOVE THE COPPER SHIELD DO NOT REMOVE THE COPPER SHIELD OR METAL PLATE FROM THE REAR PORT CONNECTORS (EXCEPT FOR THE LEP- OR METAL PLATE FROM THE REAR PORT CONNECTORS (EXCEPT FOR THE LEP- 92XX SYSTEMBOARD)!!! 92XX SYSTEMBOARD)!!! LCD's LCD's Return the display only. DO NOT SEND BACK THE TWO MULTICOLOR DO NOT SEND BACK THE TWO MULTICOLOR CONNECTOR CABLES. CONNECTOR CABLES. Power Regulators Power Regulators Send in the assembly only. Keyboards Keyboards Return the PCB assembly with two flat ribbon cables attached; include the plastic bottom base. _______ Hard drives Hard drives Send in the drive only; do not include brackets or cable. L.E. L.E. ______ ______ IS NOT RESPONSIBLE FOR ANY DATA LEFT ON HARD DRIVES! IS NOT RESPONSIBLE FOR ANY DATA LEFT ON HARD DRIVES! I/O Boards I/O Boards Send in the PCB only; remove the silver ground shield. Floppy drives Floppy drives Send in the drive without the built-in brackets; do not include _______ ______ the ribbon cable. LEAS Info Pack Page 12 STANDARD WARRANTY PERIODS 02/95 STANDARD WARRANTY PERIODS Desktop machines (Effective 1/1/94): Desktop machines (Effective 1/1/94): Consumer can choose between a 36 month return-to-depot warranty or a 12 month on-site warranty (if within a 50 mile radius from an on-site service location). If on-site warranty selection is selected, consumer can purchase additional coverage of 12 months ($229.95). Aviva Notebooks Aviva Notebooks Consumer receives a 12 month courier-to-factory warranty. Other Portable machines: Other Portable machines: Consumer receives a 12 month return-to-depot warranty. Portable Accessories: Portable Accessories: 90 Days carry in Standalone Monitors (Effective 1/1/94): Standalone Monitors (Effective 1/1/94): 36 month carry in Valiance Product Line Valiance Product Line VAR receives 12 month parts-only warranty. Optional return-to- depot or on-site warranty may be purchased for 1, 2, or 3 years. Previous Warranty Periods for Reseller Channel: Previous Warranty Periods for Reseller Channel: Desktops sold between 2/1/91 and 9/13/92 6 month on-site, or 20 month carry in Desktops sold between 9/14/92 and 3/1/93 12 month on-site only Desktops sold between 3/1/93 and 12/31/93 12 month on-site, or 24 month carry in Previous Warranty Periods for Standalone Monitors: Previous Warranty Periods for Standalone Monitors: Standalone monitors sold prior to 11/1/91 20 month carry in Standalone monitors between 11/1/91 and 12/31/93 12 month carry in Any questions related to the On-Site Service Program may be directed to the Leading Edge Warranty Administration line at 508-836-4800 (ext. 1919). DO NOT CALL THE ON-SITE SERVICE PROVIDER WITH ADMINISTRATION DO NOT CALL THE ON-SITE SERVICE PROVIDER WITH ADMINISTRATION QUESTIONS. QUESTIONS. LEAS Info Pack Page 13 HOW CONSUMERS OBTAIN SERVICE 2/95 HOW CONSUMERS OBTAIN SERVICE A warranty certificate must be completed by every customer who purchases Leading Edge computer equipment. Failure to complete the certificate at installation and promptly return it (within 5 days of purchase) will result in service availability problems. CUSTOMERS _________ CANNOT OBTAIN ON-SITE SERVICE UNTIL LEADING EDGE HAS RECEIVED THE _______________________________________________________________________ ORIGINAL COPY OF THIS CERTIFICATE. __________________________________ Customers are required to return units that fail within the first fifteen (15) days (DOA period) to their reseller for exchange. To receive return-to-depot service: To receive return-to-depot service: Consumer brings machine to nearest LEAS center, along with a copy of their proof-of-purchase and warranty certificate. WARRANTY WARRANTY SERVICE CANNOT BE PROVIDED BY THE LEAS WITHOUT THIS PAPERWORK. SERVICE CANNOT BE PROVIDED BY THE LEAS WITHOUT THIS PAPERWORK. To receive on-site service: To receive on-site service: Contact L.E. Hardware Support Phone: 800-245-9870 Hours: 9:00 am - 9:00 pm EST Mon. through Fri. Please have Warranty Certificate number, unit serial number, customer name, location, address, and problem description of equipment under contract when calling. ON-SITE SERVICE CANNOT BE ON-SITE SERVICE CANNOT BE PROVIDED UNTIL LEADING EDGE HAS RECEIVED THE ORIGINAL TOP COPY OF PROVIDED UNTIL LEADING EDGE HAS RECEIVED THE ORIGINAL TOP COPY OF THE WARRANTY CERTIFICATE. THE WARRANTY CERTIFICATE. LEAS Info Pack Page 14 OUT OF WARRANTY PRIORITY SERVICE 11/91 OUT OF WARRANTY PRIORITY SERVICE Leading Edge provides out-of-warranty repair or replacement service on a preship basis for only $25.00 above the standard flat rate (plus freight). Simply tell the RMA clerks (or note on your RMA Fax request) that you want "Priority Service" at the time the RMA number is issued. Be sure to specify method of shipment: Ground, Two Day Air, or One Day Air. LEAS Info Pack Page 15 PARTS BALANCING PROGRAM 11/91 PARTS BALANCING PROGRAM All authorized LEAS Centers who have purchased spare parts since July ___________ 1, 1990 are eligible to participate in the parts balancing program. This procedure enables LEAS Centers to exchange unused spare parts to protect themselves from stock obsolescence. Unused spare parts will be eligible for parts balancing on a dollar for dollar credit basis (less 5% restocking fee) every six months. ______ Qualifying Periods: January 1 to June 30, and July 1 to December 31. NOTE: Only Authorized LEAS centers qualify for this program. Non-LEAS NOTE: Only Authorized LEAS centers qualify for this program. Non-LEAS Resellers do not qualify. Non-repairable and consumable parts Resellers do not qualify. Non-repairable and consumable parts (plastics, CMOS batteries, etc.) are not returnable! (plastics, CMOS batteries, etc.) are not returnable! Procedures __________ 1. The LEAS Center shall fax (508-836-4505) or mail the completed Spare Parts Balancing form requesting an authorization number (Attn: Service Center Mgr.). You must include L.E. Sales order invoice copies reflecting the corresponding parts to be returned. 2. Once the authorization number has been issued the LEAS Center shall complete separate return tags (in full) and attach to each item. 3. Mark the Authorization number on the outside box(es) and return with Dealer Shipping Copy and remaining two copies of the form. 4. A Purchase Order must accompany the returns requesting new A Purchase Order must accompany the returns requesting new _____________________________________________________________ _____________________________________________________________ spare parts purchases to which the credit will be applied. spare parts purchases to which the credit will be applied. _____________________________________________________________ _____________________________________________________________ The new purchase order must be equal to or greater than the total dollar amount of the inventory return. Guidelines __________ o All parts returned to LE are to be new or "like new", free of defect, and returned in appropriate packaging. o All spare parts returned under this program are subject to a 5% restocking fee. o Any parts purchased through sales (ie: CPUs and monitors) do not qualify for return under this program. o A LEAS Center must process returns within 3 months after the _________ end of a qualifying period. ___ LEAS Info Pack Page 16 PARTS BALANCING PROGRAM (continued) 11/91 PARTS BALANCING PROGRAM (continued) o You may return parts once during a return period. The LEAS Center can return up to 50% of the dollar value of what they purchased. For example, if you purchase $2000 in parts from January to June of 1991, you may return $1000 in parts between July and September of 1991. o The LEAS Center must return the parts within 30 days from the date Leading Edge authorizes the return. No parts will be accepted by LE unless the LEAS Center has received an authorization number. o You may not rollover any portion of an unused return limit from one qualifying period to another. In the example above, if you only returned $800 out of your $1000 limit, you may not return $200 extra during the next period. o Returned spare parts must be shipped under one bill-of- lading with the Authorization number marked clearly on the shipping carton(s). The LEAS Center Shipping Copy of the form, along with the remaining two copies, must be attached to the shipping documents. o The LEAS Center is responsible for payment of shipping charges for all returned spare parts. o The LEAS Center assumes risk of loss in transit for all returned spare parts. o After the returns have been received and tested to be free of defects by L.E., the LEAS Center will receive a credit _____________________ for the original purchase price of the parts, less the 5% Restocking fee. If the part is found to be defective, the LEAS Center will receive a credit of 60% of the current out- of-warranty repair pricing. No cash payments will be made. LEAS Info Pack Page 17 Motherboard Identification Quick Reference 05/93 Motherboard Identification Quick Reference Product Code Description Part # Notes 컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴 302-04 Model D Rev 1 2105004101 2105004102 302-05 Model D Rev 5 2105004103 302-06 Model D Rev 7 2105004105 303-05 Model D Rev 8 2305000601 2305000602 303-10 Model D CC1 2305001703 303-15 Model D CC2 2305001704 303-18 Model D WC1 2305004100- 2305004103 303-24 Model D WC2 2305004114 304-04 Model D2 Rev 1 23050-03200 304-05 Model D2 Rev 3 23050-03201 304-15 Model D2 Rev 4 23050-03202 305-05 Model D3/16 Rev 1 23050-03301 305-24 Model D3/16 Rev 2 23050-03302 *32Mhz Osc. 23050-03303 *32Mhz Osc. 305-19 Model D3/20 Rev 1 23050-03302 *40Mhz Osc. 23050-03303 *40Mhz Osc. 306-05 Model D/86 Rev 1 23050-04400 380-04 Model D/LT86 Rev 1 23050-04600- 23050-04603 304-22 Model D2 Rev 5 23050-04700 23050-04701 *20Mhz Osc. 304-27 Model D2 Rev 6 23050-04701 *24Mhz Osc. 23050-04702 351-04 Model D3/25 Rev 1 23050-07800 351-14 Model D3/25 Rev 2 23050-07801 * You will notice that these part numbers are used among different revision boards. Please note the physical differences. LEAS Info Pack Page 18 Motherboard Identification Quick Reference 05/93 Motherboard Identification Quick Reference Product Code Description Part # Notes 컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴 327-04 Model D2/LPS Rev 1 23050-08101 23050-08102 333-04 Model D3/MC Rev 1 23050-08501 23050-08502 307-04 Model D3/SX Rev 1 23050-08700 * 307-14 Model D3/SX Rev 2 23050-08700- *Jmprs Silkscreened 23050-08702 382-44 Model D/LT386 Rev 1 23050-09000 23050-09001 23050-09002 *Uses HD Controller 382-04 Model D/LT386 Rev 2 23050-09002 *J17 not installed 23050-09003 *J17 not installed 384-04 Model D/LT386 Plus Rev 1 23050-09003 *J17 is installed 23050-09004 23050-09005 335-04 Model D3/SX 20c Rev 1 23050-09400- 23050-09402 352-04 Model D3/33 Rev 1 23050-10100 352-14 Model D3/33 Rev 2 23050-10101 *U59 removed 352-24 Model D3/33 Rev 3 23050-10101 *U6,U11,U12 removed 325-04 Model D2 Plus Rev 1 23050-10500- 23050-10502 360-04 SX Plus 16 MHz Rev 1 23050-11300 23050-11301 *32Mhz Osc. 360-14 SX Plus 16 MHz Rev 2 23050-11302 *32Mhz Osc. 362-04 SX Plus 20 MHz Rev 1 23050-11301 *40Mhz Osc. 362-14 SX Plus 20 MHz Rev 2 23050-11302 *40Mhz Osc. 521-04 Model D3/MT Rev 1 23050-11401 521-14 Model D3/MT BackPl Bd. 23050-11501 860-04 8600SL NB Plus 25 MHz 23050-13801 2400-04 Model D4/MT CPU card 23050-14802 2400-14 Model D4/MT Backplane 23050-14700 * You will notice that these part numbers are used among different revision boards. Please note the physical differences. LEAS Info Pack Page 19 Motherboard Identification Quick Reference 02/95 Motherboard Identification Quick Reference Product Code Description Part # Notes 컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴컴 920-04 9200SL NB 25 MHz Mono 100890-00 921-04 9200SL NB 25 MHz Color 100890-01 8308-04 SXc 20 MHz Rev 1 9916505300 8408-04 SX 20 MHz Rev 1 9916505400 1308-04 Model D3/33 Plus Rev 1 9916510100 2000-04 Model D4 9916510200 Rev A,B,C 385-04 N3/SX Notebook 16 MHz 9916515400 Rev A,B (32Mhz Osc.) 387-04 N3/SX Notebook 20 MHz 9916515400 Rev C (40Mhz Osc.) 00561-00 Rev C1 389-04 N3/SX Notebook 25 MHz 9916515402 Rev A 2700-04 WinPro 486e 9916516101 2700U-04 WinPro 486e (VESA) 9916522801 Rev 1 9916522802 Rev 2 2900-04 WinTower 486 9916523201 2800-04 Fortiva 5000 '486 9916525902 5200-04 Fortiva 5000 Pentium 9916526101 2300-04 Model D4 Plus CPU card 991A1200 2300-14 Model D4 Plus Backplane 991A1198 950-04 9500SXL NB 991A111503 2600R-04A WinPro 486d (VESA) AL486V-D 2600R-04B Fortiva 4000 AL486V-D 4000-04 Valiance UM4915AIO-G 4300-04 Fortiva 3000 UX486UIO-A 2600-04 WinPro 25Mhz WH386SX-D 2600-04A WinPro 33Mhz WH386SX-D 960-04 9600SLC NB None LEAS Info Pack Page 20 SCHEMATICS 06/92 SCHEMATICS Authorized Repair Centers may purchase copies of motherboard schematics for the Daewoo product line. Contact the Tech. Support on the LEAS Support line to receive an order form. LEAS Info Pack Page 21 SERVICE AND SUPPORT PHONE NUMBERS 02/95 SERVICE AND SUPPORT PHONE NUMBERS LEADING EDGE AUTHORIZED SERVICE (LEAS) SUPPORT LINE LEADING EDGE AUTHORIZED SERVICE (LEAS) SUPPORT LINE Phone: 800-225-2283 Hours: 9am - 9pm ET Mon. through Fri. Support for: Leading Edge hardware and software Technical Support (9am - 9pm); Customer Service, RMA Issuance (9am - 5pm) ENDUSER CONSUMER SUPPORT LINE (NEW PURCHASERS - 1 YEAR) ENDUSER CONSUMER SUPPORT LINE (NEW PURCHASERS - 1 YEAR) Phone: 800-245-9868 (Software) 800-245-9870 (Hardware) Hours: 9am - 9pm ET 7 days (excluding holidays) Support for: New purchasers of Leading Edge hardware and software (for 1 year). Callers must identify system serial number and Warranty Certificate number. NON-WARRANTY CONSUMER SUPPORT LINE NON-WARRANTY CONSUMER SUPPORT LINE Phone: 900-370-4800 ($2 Per minute) or 800-688-4603 (M/C or Visa: $10 per call) Hours: 9am - 5pm ET Mon. through Fri. Support for: Leading Edge hardware and software ENDUSER AUTOMATED INFORMATION SYSTEM ENDUSER AUTOMATED INFORMATION SYSTEM Phone: 508-836-3927 Hours: 24 hours Support for: Leading Edge hardware and software ALL OTHER LEADING EDGE DEPARTMENTS ALL OTHER LEADING EDGE DEPARTMENTS Phone: 508-836-4800 Hours: 9:00 am - 5:30 pm ET Mon. through Fri. LEAS Info Pack Page 22 SERVICE AND SUPPORT ELECTRONIC BULLETIN BOARD 02/95 SERVICE AND SUPPORT ELECTRONIC BULLETIN BOARD Leading Edge operates an electronic bulletin board service for all customers. All Printer Drivers for LEWP, diagnostic utilities, patch programs, and technical bulletins are posted on this B.B. The system operates 24 hours a day, and operates at 14.4K baud (or less), 8 data bits, 1 stop bit, and No parity. Authorized Repair Centers are issued assigned names and passwords for the B.B. when they become service authorized. Dealers and End-Users must register on-line before they are granted access. Each category of caller (Repair Center, Dealer, User) is given different security levels and phone lines for use. ENDUSER ACCESS NUMBER ENDUSER ACCESS NUMBER Access: Open to all callers Phone: 508-836-3967 Note: On-Line Registration required DEALER ACCESS NUMBER DEALER ACCESS NUMBER Access: Open to all dealers Phone: 508-836-3971 Note: On-Line Registration required REPAIR CENTER ACCESS NUMBERS REPAIR CENTER ACCESS NUMBERS Access: Authorized Repair Centers Only Phone: 800-522-5032 Note: Requires assigned password LEAS Info Pack Page 23 LEADING EDGE AUTHORIZED SERVICE CENTER AGREEMENT 06/94 LEADING EDGE AUTHORIZED SERVICE CENTER AGREEMENT LEADING EDGE AUTHORIZED SERVICE CENTER AGREEMENT AGREEMENT made as of the ______ day of ________________, 19____, by and between Leading Edge Products, Inc., with principal place of business at Westborough, Massachusetts and: ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ PROGRAM The Leading Edge Authorized Service (LEAS) Center Program qualifies authorized resellers and service centers to provide warranty exchange service and minor adjustments for Leading Edge products and receive Leading Edge administrative and technical support. In addition to offering warranty exchange service to local product end- users, LEAS Center participants will receive a discount on spare parts purchase and reimbursement for the labor for performed warranty service. Two levels of LEAS Centers are supported - "Premier" and "Participating". REQUIREMENTS The following are the requirements for becoming a LEAS Center: 1. At least one full time service technician must be employed at each separate LEAS Center location and he/she must successfully complete Leading Edge service training on all products to be supported by the service center. Each LEAS Center technician shall complete and return to Leading Edge all new products training requirements within 30 days after receipt of said material from Leading Edge. 2. Each "Premier" LEAS Center location shall establish and maintain system level "test beds" in a static controlled environment for each serviced product line to effectively troubleshoot and verify diagnosis of defective modules. Purchased "test beds" shall be under standard warranty and shall not be used for demonstration or resale purposes. 3. The "Premier" LEAS center must have sufficient spare parts inventory (for at least three different current products) on-hand at all times to support end-user warranty exchange demands on supported products. 4. In addition to the entire line of current Leading Edge products, the following older, more mature Leading Edge products to be supported by the LEAS Center shall be: ____________________________________________________________ ____________________________________________________________ TRAINING At least one technical person from each service center is required to receive training on Leading Edge products. Upon successful completion of each training course, the technical person will be able to troubleshoot and repair Leading Edge products to the module/subassembly level. Should the Leading Edge certified technician leave the employment of the LEAS Center, the center will have 60 days to hire and train another technician. When the technician has successfully completed the training required, the repair center will be authorized to perform warranty exchanges on Leading Edge products. All billable service training and all training documentation in addition to an initial copy per product for each service location may be reimbursable under the Leading Edge Cooperative Advertising Program. Training, travel, and lodging costs (if courses are offered) shall be borne by the LEAS center. LEAS Info Pack Page 24 LEADING EDGE AUTHORIZED SERVICE CENTER AGREEMENT 06/94 LEADING EDGE AUTHORIZED SERVICE CENTER AGREEMENT LEADING EDGE TECHNICAL ASSISTANCE ** 800-225-2283 The Leading Edge Technical Assistance Center Hotline is available for authorized LEAS centers from 9am to 8pm EST, Monday through Friday holidays excluded. Please have your account number ready and be prepared to identify the machine, serial number, describe the symptoms in detail, explain the actions taken to resolve the problem, and have all diagnostic material readily available. WARRANTY Leading Edge warrants to the original end-user purchaser of a product that it will be free of manufacturing defects for a period of 36 months following the original date of purchase. This limited warranty is non transferable, is valid in the United States, Canada and Puerto Rico only, is contingent upon proper use of the products covered, and does not cover products which have been modified or which have been subject to unusual physical or electrical stress. The warranty period is different for consumers who have opted for on-site service, and have returned their original copy of the Warranty Certificate to so indicate. In these cases, LEAS center should have the customer refer to the terms of the on-site warranty for any service requests. Portable products shall be warranted for twelve months after the original end-user purchase. LEADING EDGE MAKES NO REPRESENTATION OR WARRANTY IN RESPECT TO THE PRODUCTS OTHER THAN THOSE SET FORTH IN THIS AGREEMENT. THE WARRANTY STATED HEREIN IS EXPRESSLY IN LIEU OF ALL OTHER WARRANTY, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. THIS WARRANTY CONSTITUTES THE ONLY WARRANTY MADE BY LEADING EDGE WITH RESPECT TO THIS AGREEMENT AND THE PRODUCTS AND SERVICES TO BE SUPPLIED HEREBY. LEADING EDGE SHALL NOT BE LIABLE FOR LOST PROFITS, LOSS OF DATA OR ANY COLLATERAL, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES OF ANY KIND TO AUTHORIZED SERVICE CENTER OR ANY OTHER PARTY. WARRANTY RETURNS AND REIMBURSEMENT ** 800-225-2283 (FAX 508-836-3961) The Leading Edge warranty program revolves around the replacement of subassembly parts through authorized service centers. The sole proof of warranty eligibility will be the end-user's proof of purchase of the Leading Edge product and a copy of the Warranty Certificate. A copy of the end-user invoice with unit serial number MUST BE INCLUDED WITH ALL WARRANTY RETURNS TO ENSURE PROPER WARRANTY REIMBURSEMENT. As a general rule, Leading Edge will ship prepaid via second day air a new or like new replacement part in advance of receiving the defective assembly to all "Premier" LEAS centers, provided the LEAS center account is, at Leading Edge's discretion, in good standing. "Participating" LEAS centers must return the defective assembly before Leading Edge will repair or replace it. As a LEAS Center it is your responsibility to offer module/subassembly exchange and minor adjustment services free of charge to the end user while the Leading Edge product is under warranty. The procedure for all warranty service is as follows: 1) Secure Copy of Customer Invoice -- The fool-proof way to ensure end user product warranty is to secure a copy of the product invoice and Warranty Certificate. The invoice with valid serial number notation must accompany all warranty returns to ensure proper reimbursement. 2) Diagnose Problem -- After determining the unit is under warranty, diagnose the problem to the subassembly level. THE DEFECTIVE PART SHOULD BE REPLACED FROM YOUR SPARE PARTS STOCK. If you do not have the replacement part you will have to await shipment of the replacement to you causing further delay to your customer and additional expense to you. We highly recommend you take advantage of the reduced pricing for the spare parts and maintain a spare parts inventory to service your customers. 3) Call Leading Edge for RMA Number -- Prior to returning the defective part please call 800225-2283 (or fax to 508-836-3961) and obtain a Return Material Authorization (RMA) number. Please have your account number ready and be prepared to identify the machine or subassembly, the unit serial number, and the failure symptoms. The RMA number is valid for fifteen (15) working days from the date of issue and must be visible on all packages returned to Leading Edge. Leading Edge will preship to "Premier" LEAS centers the new or like new replacement unit prepaid second day delivery within twenty four hours. LEAS Info Pack Page 25 LEADING EDGE AUTHORIZED SERVICE CENTER AGREEMENT 06/94 LEADING EDGE AUTHORIZED SERVICE CENTER AGREEMENT 4) Return the Defective Part to Leading Edge -- "PREMIER" LEAS CENTERS SHOULD NOT WAIT FOR THE REPLACEMENT PART TO ARRIVE BEFORE RETURNING THE DEFECTIVE PART. There will be no reason to hold defective parts so please return them immediately at the LEAS Center expense. Quick returns allow us to effect repairs and have new or like new replacement parts available for quick shipment to you or another authorized service center. All parts being returned must include a copy of the end user invoice and properly completed ABCD form. After receiving the RMA please ensure proper static sensitive packaging and return the defective part to: LEADING EDGE PRODUCTS, INC. ATTN: Customer Support RMA # _________ 117 FLANDERS ROAD WESTBOROUGH, MA 01581 The RMA must be on the package to expedite processing and maintain accurate accountability of your returns. PLEASE ENSURE THE RMA NUMBER IS VISIBLE ON THE PACKAGE EXTERIOR. Failure to make RMA visible on package exterior may result in receiving department refusing receipt of package. The product warranty shall be voided and the LEAS Center shall be liable for damage to any products shipped to Leading Edge with insufficient protective packaging inside and around the returned products. 5) Warranty Reimbursement -- The labor you provide for WARRANTY MODULE/SUBASSEMBLY EXCHANGE SERVICE ONLY will be reimbursed at a flat rate of $10-$65 (pricing varies with module, as defined in the LEAS spare parts list). Reimbursement is per serialized product repair incident - if you return multiple items to repair one product you will be reimbursed for only one of the items (highest qualifying rate for items returned). LEAS Centers will be expected to service end-user minor adjustment requirements such as low level formats and screen adjustments without reimbursement. No reimbursement will be issued in those cases where Leading Edge cannot verify the reported problem or any discrepancy on the returned product. These items will be reported as "no trouble found" and the authorized service center will be notified. Warranty reimbursements will be issued within thirty (30) days from the end of the month during which the defective modules are returned to Leading Edge. RESPONSIBILITY, LIABILITY, AND CONFIDENTIALITY Leading Edge's responsibility is limited to the replacement or repair of defective parts. In particular, prior to returning hard disk drives or other storage devices, the LEAS Center should insure that all retrievable information has been removed and stored appropriately. Leading Edge will not be responsible for data, programs, or other information left on mass storage devices. In the event of a preshipped RMA, if we do not receive the defective part with valid proof of purchase within 15 working days of issuing an RMA, Leading Edge will invoice you at the current LEAS Center discounted price for the part. Should a discrepancy exist we will accept proof of delivery by your carrier as settlement of the discrepancy. Invoices outstanding in excess of thirty (30) days may delay further service and support. Leading Edge and the LEAS Center agree that their relationship is that of independent contractors acting of their own accounts, and not that of joint venturers, master and servant, principal and agent, or franchisor and franchisee. The parties agree that neither is authorized to make any commitment or representation, expressed or implied, on behalf of the other. The LEAS Center shall perform authorized component level repairs at its own risk. Should a repair attempt damage the module or be performed inadequately or negligently the warranty on the module in question shall be void. In such event, the LEAS Center will not receive reimbursement and subsequent repair by Leading Edge will be at current out-of-warranty repair rates. Unauthorized component level repairs are not supported or reimbursable by Leading Edge. LEAS Info Pack Page 26 LEADING EDGE AUTHORIZED SERVICE CENTER AGREEMENT 06/94 LEADING EDGE AUTHORIZED SERVICE CENTER AGREEMENT The LEAS Center agrees to indemnify, defend and hold Leading Edge harmless from and against any claims, costs, damages, and liabilities whatsoever asserted by any person or entity, for damage to person or property, resulting directly or indirectly from any act by the LEAS Center, its employees or agents, directors and officers, including but not limited to any negligent act or omission by the LEAS Center. Such indemnification shall include all legal fees and other costs incurred by Leading Edge in defending any such claims. LEAS CENTER HEREBY AGREES THAT: (i) LEADING EDGE'S DIRECT OR INDIRECT LIABILITY ON ANY CLAIM OF ANY KIND FROM LOSS OR DAMAGES ARISING OUT OF, CONNECTED WITH, OR RESULTING FROM THE RELATIONSHIP BETWEEN LEADING EDGE AND RESELLER UNDER THIS AGREEMENT OR OTHERWISE, OR FROM THE PERFORMANCE OR BREACH HEREOF, OR FROM THE MANUFACTURE, SALE, DELIVERY, RESALE REPAIR OR USE OF ANY PRODUCT FURNISHED UNDER THIS AGREEMENT, SHALL IN NO CASE EXCEED THE AMOUNT PAID BY THE PURCHASER OF THE PRODUCT WHICH GIVES RISE TO THE CLAIM. (ii) LEADING EDGE SHALL NOT DIRECTLY OR INDIRECTLY BE LIABLE FOR ANY DOLLAR AMOUNT GREATER THAN THAT SPECIFIED IN ABOVE SECTION (i) UNDER ANY CIRCUMSTANCES OR UNDER ANY THEORY OF RECOVERY, WHETHER BASED ON CONTRACT, NEGLIGENCE OF ANY KIND, STRICT LIABILITY, TORT OR OTHERWISE. (iii) UNDER NO CIRCUMSTANCES SHALL LEADING EDGE BE DIRECTLY OR INDIRECTLY LIABLE FOR PUNITIVE SPECIAL, INDIRECT OR CONSEQUENTIAL DAMAGES OF ANY KIND TO LEAS CENTER OR ANY PARTY. All documentation, schematics, technical information, and confidential business information that Leading Edge may furnish to LEAS Center shall remain the property of Leading Edge. Leading Edge grants the LEAS Center a personal, non-transferable and non-exclusive right to use such information, provided such information: 1) shall be used by LEAS Center only to evaluate products and Leading Edge services, or to install, operate, and maintain the particular products for which such information was initially furnished 2) shall not be reproduced or copied in whole or in part except as necessary for use as authorized herein, and; 3) shall, together with any copies, be returned or destroyed when no longer needed. LEAS Center agrees to keep in strictest confidence all materials and information in whatever form provided, identified by Leading Edge to be confidential or proprietary in nature relating to Leading Edge's trade secrets (including, but no limited to, pricing policies, business strategies, financial information, software and hardware design and specifications), as well as any materials and information which from the circumstances in which they are made available to LEAS Center in good faith and good conscience ought to be treated as confidential or proprietary (the "Confidential and Proprietary Information"). LEAS Center shall not use, disclose or permit its employees, partners, customers or agents to use or disclose any such Confidential or Proprietary Information without the prior written consent of Leading Edge. TERM The term of this agreement shall commence on the date a duly authorized officer or representative of Leading Edge executes the agreement and shall continue in force for an initial term of one year, after which this agreement shall be automatically renewed for additional successive one year terms, unless this agreement is terminated by either party with thirty (30) days written notice to the other. LEAS Info Pack Page 27