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What support when warranty expires?

SimonSays

SimonSays

Well-known member
I scrolled through the recent threads, but I haven't found a thread dedicated to what kind of support a customer can get from K once the warranty period has expired.
The used market still commands big prices when it comes to used K equipment, but what happens when there is an issue AFTER the warranty period?

For example, is it possible to get a replacement HDD for Alto, Strato or Strato S? Or even a Terra that's out of warranty?
I'm OK paying for a HDD should it go out, even if it's $1,000, if that means I can keep my old Alto or Strato systems going.
On a technical level, it should be doable, question is, how long (if any) does K support out of warranty equipment?

I believe there's also a trade-in program for defective equipment, but not sure what the details are there.

Simon
 
There is no dedicated thread on this subject, the policies can change, but currently Kaleidescape does NOT provide replacement parts support for out-of-warranty products. They do still allow the Support section at K to answer operational questions, i.e. connection or setup help, and for diagnosing a problem if they can see the system online, and they'll do this for both in-warranty and out of warranty systems.

There is no HDD replacement support for out of warranty Alto, Strato, Strato-S, or any of the compact Terra servers. I've been told this is because the HDD's in those products are not field replaceable. The HDD's in full sized Terra's (24TB, 40TB, 48TB, 72TB, and 88TB) are field replaceable, and if the drive size in the relevant server is available, support can authorize the replacement, so replacement support is available for those models (assuming the drive size is available). There "may" be some wiggle room on some of this, but only Support can confirm current policies.

Currently, for those that have OOW products that have failed drives that are not field replaceable, K offers Store credits in various amounts depending on what product the owner is upgrading to, but this is subject to some conditions, and the policies involved are subject to change.

Support for Premiere products will eventually end, it's becoming increasingly more difficult and costly to continue support for these products. That said, K will obviously support all in-warranty Premiere products, especially given they still offer some new Premiere products for, including the updated 1U+ servers.

You're not alone in wanting the option to purchase a replacement HDD for the OOW products noted above, but that is not currently an option.

Jim
 
I'd even consider a warranty extension (payable). Seems like a good revenue stream, seeing the actual hardware isn't very expensive for K to buy, and a lot of the devices run fine for 10+ years...
 
Based on feedback from my clients and friends, that's a comment I hear a lot. Perhaps the policy will change at some point, we'll see.


Jim
 
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