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Extended Warranties from Kaleidescape

Steve Bruzonsky

Well-known member
I've seen a few posts indicating that if you have a Kaleidescape component currently still in the original warranty period, that you can purchase an extended warranty from Kaleidescape. So is this so and if so, what's the price and extended warranty period per component?
 
Yes, extended warranties are available for "most" components that are still under warranty. The original 3 year warranty on components purchased as "new" can be extended up to 5 years total (two additional years added to the initial 3 years). You can purchase the additional 2 years one year at a time as well.

I indicated "most" components above because remanufactured component warranties are not extendable. Prices are based on the component being extended. Owners should check with their dealers, or Kaleidescape directly, to process warranty extensions.

Jim
 
Note that Kaleidescape has increased their warranty period. Now original Strato, Strato S, Strato C, compact Terra, and big Terra all now have a five year warranty. Extended warranties already sold will be honored beyond five years. Also now that there is a 5 year warranty, Kaleidescape will no longer be selling more extended warranties for Strato/Terra.
 
Will Current Stratos purchased prior to the new 5 year warranty change be 'grandfathered in to a 5 year manufacturer warranty if less than 5 years old? Thanks!
 
This new warranty policy went into effect last week.

1. Any new sales of Terra and Strato will be at the new 5 year warranty.

2. Anyone that had an active warranty in place will automatically be extended to the full 5 years.

3. Anyone that had paid for a warranty extension, and is still under warranty, will have that purchased warranty period added to the new warranty end date.

4. Kaleidescape will address the situation for anyone (@MAttHEATLifer) that was not under warranty when the new policy went into effect, probably at some point this week.

That's MY understanding based on recent conversations with Kaleidescape.

Jim
 
Here is what Kaleidescape just sent to dealers. This is obviously a win for Terra and Strato owners and a positive response from Kaleidescape. Just another reason I see this company as a leader in customer support within the AV industry. (Yes, I have a bias in favor of Kaleidescape, but responses like this are among the many reasons for that bias.)

Jim



We have decided to extend the manufacturer’s warranty on all Strato/Terra products from three years to five years. This includes Strato, Strato S, Strato C, compact Terra, and Terra. (This warranty extension does not apply to the older Premiere line.)
Furthermore, if you have an out-of-warranty failure, we will sell you a like-for-like remanufactured replacement, if available, for 50% off, with two years warranty. Alternatively, at any time, you can trade in your Kaleidescape component for 25% off an upgraded product with full warranty.
Here are the details:
  • Terra (24, 40, 48, 72) drives are field replaceable, so if one fails, we send a replacement drive.
  • Strato, Strato S, and compact Terra drives are not field replaceable (that would have made those products physically bigger and more expensive), so if one fails, we send a replacement chassis.
  • Any Strato/Terra extended warranties already sold will be honored by extending the warranty a corresponding period beyond five years. Going forward, we will no longer sell extended warranties for Strato/Terra.
  • If you bought a Terra drive to replace one that failed during a period that would now be in warranty, the Terra chassis warranty will be extended by one year.
  • If a you bought a remanufactured Strato or Terra chassis to replace one that failed during a period that would now be in warranty, that remanufactured chassis warranty will be extended by two years.
  • 50% off is for a remanufactured product (all parts evaluated and potentially replaced), with two-year warranty, replacing a like (same type, same storage, if available) product that fails out of warranty.
  • 25% is a trade-in credit for a new product with full five-year warranty. Upgrade from any Kaleidescape player to any Strato, any Kaleidescape server to any Terra (must return original component).

Sincerely,
Tayloe Stansbury
CEO, Kaleidescape
 
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