Every device bought through Global Purchasing comes with the manufacturer's standard warranty. This article explains what that warranty covers and what to do when a device breaks, is damaged by accident or is stolen.
Feature/Functionality
Overview
Every product ordered through Factorial IT carries a 1-year manufacturer warranty. Warranty claims go straight to the manufacturer.
| Manufacturer | Warranty portal |
|---|---|
| Apple | Check coverage |
| Dell | Support & Warranty |
| HP | Check warranty |
| iiyama | Product support, typically 3 years |
For any other manufacturer, write to support@factorial.it.
The standard warranty only covers manufacturing defects. It does not cover:
- Accidental damage, such as drops, liquid spills or cracked screens
- Theft or loss
Returns and exchanges have their own rules and deadlines. See Returns and exchanges for the return window, what blocks a return and how to send a request.
How to use
The device has a manufacturing defect.
- Find the manufacturer in the table above.
- Open its warranty portal and start the claim there.
- If the manufacturer is not listed, email support@factorial.it.
The device was damaged by accident and you added insurance to the order.
- Follow the steps in Set up AppleCare for Enterprise, section "Open a support case with AppleCare Enterprise".
The device was damaged by accident and you did not add insurance.
- Have it repaired through the repair partners. Your company pays for the repair. See Repair partners.
The device was stolen.
- Report the theft to the police.
- Open Devices, find the device and lock or wipe it straight away.
Tips and Best Practices
- Check coverage before you open a claim. Apple, Dell and HP portals tell you in seconds whether the device is still under warranty.
- Add AppleCare Enterprise when you order Apple devices if your team often drops laptops or cracks screens. The standard warranty will not pay for that.
- Lock a stolen device first. Locking can be undone; a wipe cannot. Wipe once you accept the device is gone.
- Keep the police report. Insurers and AppleCare usually ask for it.
Troubleshooting and FAQ
Troubleshooting
- The manufacturer rejected the claim. The fault is probably accidental damage, which the standard warranty does not cover. Use AppleCare Enterprise if you added it, or the repair partners if not.
- The manufacturer is not in the table. Write to support@factorial.it.
- The stolen device does not respond to the lock. It has to be online to receive the command. Keep the action in place and report the theft to the police anyway.
FAQ
-
How long is the warranty?
One year from the manufacturer. Some brands give more: iiyama is typically 3 years.
-
Who handles the warranty claim, Factorial IT or the manufacturer?
The manufacturer. Contact it through its warranty portal.
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Does the warranty cover a cracked screen?
No. Accidental damage is not covered. Use AppleCare Enterprise or a repair partner.
-
What do we do if a laptop is stolen?
File a police report, then lock or wipe the device from Devices straight away.