This is the first of many future supply-chain posts and I'm super excited to have my first official post!
In the spirit of community-driven everything here at Eve…. I need YOUR help to help me develop our V support process and warranty card. We will manufacture the V, package it and get it shipped to dedicated fulfillment centers around the world so that it can be efficiently shipped to end-customers.
But what happens once we ship out the V?
Things can break, devices can malfunction and we will need to support those that experience that. So here are our thoughts on how we manage this.
Eve provides a warranty for the V. If a customer receives a malfunctioning device, then we will ship a device at the same specs as fast as possible to the customer. Customer can then ship the faulty V back to the manufacturer for repair at no cost to them.
If the device has software issues then we can troubleshoot within the community, cause quite frankly eve.community is much faster than a lot of "professional services".
Now…here is the question. What should we do if a screen is broken, a kickstand falls apart or a device is dropped and requires repairs? What is the best, most efficient and cost-friendly method? We've brainstormed a few of ideas and wanted your vote!
Eve Repairs @ Factory: The traditional method would be for the customer to send the device to Eve, we analyze the situation and send it to the factory (all the way in China) for repairs. This process is typically lengthy and the factory may not give repairs first priority. On the plus side, they will be more equipped to repairing the device (since they made it) and would have the parts handy.
Outsourced Service Center: We can search for service centers (or better yet…you can recommend us some) and partner up with them to repair the V. Customers will ship the V to them to get it fixed. We will provide these service centers with the parts and instructions on how to fix the V.
DIY: Our customers are tech-savvy and quite skilled at fixing devices. What if you tell us what you need, we ship you the components and you fix it yourself? This is assuming you know what is broken and what needs to be fixed of course!
Community Repair Center: Our community is full of gems. We have highly technical individuals that are capable of repairing devices. What if we had select individuals from the community to fix our V issues? Of course, Eve would send over the components. The V would be made by the community and fixed by the community.
How should we repair the V?
- Send it back to factory!
- Hire a service center.
- We can fix it ourselves if you send us the parts!
- Made by us, fixed by us.
Votes are public.
Of course, on the back-end we will set up a DHL account for V support purposes and map out the process based on what the community votes for! Cost incurred will either be paid by Eve (warranty cases), split by both parties, or paid by the customers (repair scenarios). We will brainstorm as a community on what the best approach is!
We don't anticipate many issues since all V devices will be tested for quality control before shipping. But stuff happens. We have to include some legal stuff to clarify what is and isn't covered by warranty. Here is what the lawyer came up with (Please note: 1-year warranty is a standard factory warranty, but all Indiegogo buyers will receive 2-years warranty for being our first supporters and deserve extra perks ).
ISSUES COVERED BY THIS WARRANTY
(i)EVE Products purchased on EVE.COMMUNITY come with a limited warranty of 1 year (Warranty Period) starting from the date of delivery. Unless otherwise specified, this warranty covers the hardware components of the Product as originally supplied and does not cover, or partially covers software, consumable items, or accessories even if packaged or sold together with the Product. This warranty is only redeemable within the original country or region of purchase;
(ii)The limited warranty only covers product defects caused by workmanship or build materials. To make a claim, present your original Proof of Purchase (invoice), model and serial number of the product, and photo evidence of the product’s defects to EVE Customer Service;
(iii)Any repair and replacement service covered by warranty, along with shipping and handling, will be free within the first 1-year period;
(iv)EVE may use rebuilt, reconditioned or new parts and components when repairing any product. Alternatively, we may replace the defective product entirely with a rebuilt, reconditioned or new EVE product.
ISSUES NOT COVERED BY THIS WARRANTY
This Warranty does not apply to any non-EVE branded hardware products or any software, even if packaged or sold with EVE hardware. Manufacturers, suppliers, or publishers, other than EVE, may provide their own warranties to you – please contact them for further information. Software distributed by EVE with or without the EVE brand (including, but not limited to system software) is not covered by this Warranty. EVE does not warrant that the operation of the EVE Product will be uninterrupted or error-free. EVE is not responsible for damage arising from failure to follow instructions relating to the EVE Product’s use.
This Warranty does not apply: (a) to consumable parts, such as batteries or protective coatings that are designed to diminish over time, 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 EVE Product’s specifications ; (d) to damage caused by accident, abuse, misuse, fire, liquid contact, earthquake or other external cause; (e) to damage caused by operating the EVE Product outside instructions. (f) to damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of EVE ; (g) to an EVE Product that has been modified to alter functionality or capability without the written permission of EVE; (h) to defects caused by normal wear and tear or otherwise due to the normal aging of the EVE Product; (i) if any serial number has been removed or defaced from the EVE Product; or (j) if EVE receives information from relevant public authorities that the product has been stolen or if you are unable to deactivate passcode-enabled or other security measures designed to prevent unauthorized access to the EVE Product, and you cannot prove in any way that you are the authorized user of the product (eg. by presenting proof of purchase).
CUSTOMERS SHOULD MAKE PERIODIC BACKUP COPIES OF THE INFORMATION CONTAINED ON THE EVE PRODUCT STORAGE MEDIA TO PROTECT THE CONTENTS AND AS A PRECAUTION AGAINST POSSIBLE OPERATIONAL FAILURES.
Before receiving warranty service, EVE or its agents may require that you furnish proof of purchase details, respond to questions designed to assist with diagnosing potential issues and follow EVE's procedures for obtaining warranty service. Before submitting your EVE Product for warranty service you should maintain a separate backup copy of the contents of its storage media, remove all personal information that you want to protect and disable all security passwords.
DURING WARRANTY SERVICE THE CONTENTS OF THE STORAGE MEDIA WILL BE DELETED AND REFORMATTED. EVE AND ITS AGENTS ARE NOT RESPONSIBLE FOR ANY LOSS OF SOFTWARE PROGRAMS, DATA OR OTHER INFORMATION CONTAINED ON THE STORAGE MEDIA OR ANY OTHER PART OF THE EVE PRODUCT SERVICED.
Following warranty service your' EVE Product or a replacement device will be returned to you as your' EVE Product was configured when originally purchased, subject to applicable updates. EVE may install system software updates as part of warranty service that will prevent the EVE Product from reverting to an earlier version of the system software. Third party applications installed on the EVE Product may not be compatible or work with the EVE Product as a result of the system software update. You will be responsible for reinstalling all other software programs, data and information. Recovery and reinstallation of other software programs, data and information are not covered under this Warranty.
Important: Do not open the EVE Product. Opening the EVE Product may cause damage that is not covered by this Warranty. Only EVE should perform service on this EVE Product.
What do you think about this warranty card? We want to work with the community to define what is and isn't covered by warranty as legal jargon can be quite vague. Also, we want to know what the community thinks will be consistent repair cases so we can prepare for those scenarios!
Here are some preliminary thoughts of repair scenarios based on prototype experiences!
- Broken screen
- Kickstand coming loose
- Pogo pins breaking
- Dents to housing
What else can happen to the V? We want to make sure we're prepared to fix the V if the situation arises.
we always manage to solve the puzzle in time regardless of the chaos we're in
Just to summarize, I will be dividing this into 2 parts; the V support process based on what community votes for and our crowd-developed warranty card so we can define what is and isn't covered and key repair situations we need to prepare for. Can't wait to hear what you all think!