PlanITROI: Policies

Toughbook Exchange Return Policy

PlanITROI and Panasonic do not accept back any returns under any circumstances other than for warranty purposes. All sales are final. If for any reason product is returned without a valid RMA number, PlanITROI is not responsible for merchandise. If items are returned under warranty and they are determined to be (NTF) No Trouble Found and customer does not want item back, PlanITROI will refund their money less 25% for restocking and $50 for an Evaluation Fee. Refund will only come in the form of a store credit valid for one year from date of original purchase.

NO RETURNS WILL BE ACCEPTED WITHOUT A VALID RMA NUMBER FROM PLANITROI AND WITHOUT FOLLOWING PROCEDURES BELOW. PLEASE READ FULL DETAILS BELOW BEFORE CALLING. THANK YOU!

TO OBTAIN WARRANTY SERVICE:

Please determine if it's a Panasonic warranty or a PlanITROI warranty. To determine you will find a warranty sticker labeled PLANITROI WARRANTY. If there is no WARRANTY sticker on the unit, then most likely it's a Panasonic warranty. If the PLANITROI WARRANTY sticker is removed then Authorized Reseller or Direct PlanITROI Customer must provide a proof of purchase directly from PlanITROI in order to receive WARRANTY from PlanITROI. Without either one, PlanITROI is not responsible for WARRANTY.

Many hardware problems can be resolved by telephone. Before shipping anything back to either Panasonic or PlanITROI, please contact our Customer Service Representatives (CSR). In most cases, most problems can be easily solved, if your CSR is unable to resolve your problem we will issue a RETURN MATERIALS AUTHORIZATION NUMBER (RMA#) and you may then return the item(s) to us ONLY IF WITHIN VALID WARRANTY PERIOD.

Panasonic shall provide warranty specified based on sales contract from actual user date of purchase. Authorized Reseller or Direct PlanITROI Customer is required to provide proof of purchase with a valid Serial Number on bottom of unit to receive such warranty. Proof of purchase can come from Direct PlanITROI Customer directly or any of its Authorized resellers. Toughbooks will be repaired by Heartland service group at no expense to customer if under the warranty period specified on PlanITROI sales contract to user or Authorized Reseller. Repair turn time will average 5 business days once at Heartland. Customer is responsible for shipping costs to Heartland and Panasonic is responsible for shipping UPS Ground back to customer. For more details please call 1-800-LAPTOP5 (800-527-8675) and follow procedures. Panasonic shall supply technical support through its 1-800-LAPTOP5 on Product only (not software) for only products with Panasonic warranty.

PlanITROI shall provide warranty specified based on sales contract from actual date of purchase directly from PlanITROI. PlanITROI will not extend warranty period beyond actual date of purchase from PlanITROI unless Authorized Reseller or Direct PlanITROI Customer has purchase an extended warranty. There will be no exceptions. Authorized Reseller or Direct PlanITROI Customer is required to provide proof of purchase from PlanITROI with a valid Serial Number on bottom of unit to receive such warranty. PlanITROI will repair Toughbooks at no expense to Authorized Reseller or Direct PlanITROI Customer if under the warranty period specified on PlanITROI sales contract to Direct PlanITROI Customer or Authorized Reseller. Repair turn time will average 5 business days once at PlanITROI, however, PlanITROI makes no promises to actual turn time. Authorized Reseller or Direct PlanITROI Customer is responsible for shipping costs to PlanITROI and PlanITROI is responsible for shipping UPS Ground back to customer. If Authorized Reseller or Direct PlanITROI Customer wants there product back quicker they can provide a valid UPS ONLY account for PlanITROI to use 3rd party billing at Authorized Reseller or Direct PlanITROI Customer expense.

This warranty does not cover software, any software resident on the machine at the time of sale, any software problems, software compatibility problems, re-loading software, all refinishing work or cosmetic damage, any defect arising out of improper or inadequate maintenance by customer, operation outside of manufacturer specifications, shipping damage resulting from improper packaging of a return shipment, any customer installed modifications, or service or maintenance by any one other than PlanITROI. If a refurbished notebook was purchased, the battery is specifically excluded for claims related to the ability of the battery to hold a charge, and / or operate the notebook for the period specified by the manufacturer for a new battery. If upon inspection any of these exclusions are found by PlanITROI to be the cause of operating problems, the customer will be charged for the repair needed to restore the item(s) to operation. The above warranty is the entire warranty, and no other warranty, verbal or implied, applies.

PlanITROI shall not be liable to Customer for any indirect, special or consequential damages or lost profits related to the purchase or repair of this equipment even if PlanITROI has been advised of this possibility. PlanITROI's liability, if any, shall in no event exceed the amount paid to PlanITROI.

PlanITROI Warranty Procedure:

NO WARRANTY OR OUT OF WARRANTY RETURNS WILL BE ACCEPTED WITHOUT FOLLOWING THE PROCEDURES BELOW:

PlanITROI Warranty Procedure ONLY (not valid for Panasonic Warranty)

Customer Service hours of operation Monday to Friday, 9:00 am to 5:00 pm EST

Step #1 Please e-mail rma@planitroi.com so PlanITROI can help troubleshoot the problem via email first. You must provide the following information (Invoice Number, Serial Number from bottom of unit, Contact Name, Daytime phone, email, address where product is to be sent back to and VERY Detailed description of the problem). If PlanITROI successfully resolves issue via email, we ask that the customer must notify us so we can close out the service ticket in our system.

If issue is not resolved via email then please call 973-664-0700 so we can try again to solve issue over the phone. You must provide the following information (Invoice Number, Serial Number from bottom of unit, Contact Name, Daytime phone, email, address where product is to be sent back to and VERY Detailed description of the problem), without this information our Customer Service Representative cannot help you.

If and ONLY if PlanITROI determines the item must be sent in for service then the following procedure must be followed:

Step #2 Direct PlanITROI Customer or Authorized Reseller must request an RMA authorization number. In order for you to receive RMA number your must send us an email with the following information (Invoice Number, Serial Number from bottom of unit, Contact Name, Daytime phone, email, address where product is to be sent back to and VERY Detailed description of the problem), without this information our Customer Service Representative cannot help you. Then put the RMA # on 2 sides of the box being sent back to PlanITROI, Inc.

Ship to address:
PlanITROI, Inc.
Attention: RMA #__________
88 Ford Road
Denville, NJ 07834

PLEASE BE SURE THE RMA # IS CLEARLY PRINTED ON THE BOX!

Step #3 - After obtaining an RMA Authorization number, customer ships item back in ORIGINAL PlanITROI packaging at customer's expense. PlanITROI does not accept any other packaging. If customer does not have PlanITROI original packaging then customer can pay for PlanITROI to send proper packaging to customer or if customer wants to send in item in their packaging they assume all the risk of damage. At all times the customer assumes the risk of shipping damage. PlanITROI is not responsible for any items damaged or missing due to shipping. Please make sure you insure your item.

Ship the defective item(s) with a copy of your proof of purchase from PlanITROI. Only valid proof of purchase is an invoice directly from PlanITROI and the RMA# to us at the address below. All item(s) shipped to us must be adequately packaged with a detailed written description of the problem enclosed. The RMA# must be clearly written on the outside of the carton or it will be refused at the dock. NO SERVICE CAN BE RENDERED WITHOUT THIS INFORMATION. Returned shipping costs are at the expense of the customer. However, PlanITROI will pay all shipping costs to return repaired or replacement items to you UPS ground.

Step #4 - After item is received into PlanITROI's system (usually 2-3 business days from actual date of package receipt) a PlanITROI Customer Service Representative will email you a confirmation we have received the item. Please do not send us emails until we have received it into our system. If you have not received an email after 10 business days then email us.

Step #5 - A PlanITROI technician will evaluate the item based on the description of the problem. Please be specific and detailed in the RMA form. This is the only way for us help you. Please make sure to provide a daytime email address as well as a phone number.

Step #6 RMA Issue Resolution:
A. Covered under PlanITROI warranty, Issue Resolved, PlanITROI at its expense will send unit back to address on RMA form.
B. Covered under PlanITROI warranty, Issue Not Resolved, PlanITROI at its expense will provide a STORE CREDIT ONLY for the product sales amount ONLY. This does not cover tax or shipping costs.
C. NOT Covered under PlanITROI warranty, Issue caused by Direct PlanITROI Customer or Authorized Reseller or Authorized Resellers Customer, PlanITROI can offer a repair at $125 plus parts and shipping back at Direct PlanITROI Customer or Authorized Reseller cost.
D. NOT Covered under PlanITROI warranty, Issue caused by Direct PlanITROI Customer or Authorized Reseller or Authorized Resellers Customer, PlanITROI offer to repair at $125 plus parts and shipping back REJECTED. PlanITROI requires an Evaluation fee of $50 and shipping cost to be pre-paid before shipment to be returned. If refused then PlanITROI has the right to auction off item on Ebay with proceeds to pay for Evaluation fee. Auction will take place if not resolved within 30 days of last email contact from PlanITROI.

If unit is damaged due to shipping or customer misuses PlanITROI will email you with an estimate to repair at $125 plus parts plus cost of shipping back. Customer must provide a credit card or acceptable payment up front before repair is done. If customer wants unit back without repair it is sent back at customer expense including an evaluation fee of $50 plus shipping charges. If customer refused then PlanITROI has the right to auction off item on Ebay with proceeds to pay for Evaluation fee going directly to PlanITROI and any left over credits going to customer for store credit only. Auction will take place if not resolved within 30 days of last email contact from PlanITROI.

If any of these procedures are not followed then PlanITROI at its sole discretion can reject any warranty claim. If you have any questions about a warranted item please do not hesitate to ask before buying a product from PlanITROI.

RMA Request

If and ONLY if PlanITROI determines the item must be sent in for service then the following procedure must be followed:

Direct PlanITROI Customer or Authorized Reseller must request an RMA authorization number. In order for you to receive your RMA number you must complete our online RMA request form. Then put the RMA # on 2 sides of the box being sent back to PlanITROI, Inc. PLEASE BE SURE THE RMA # IS CLEARLY PRINTED ON THE BOX!

If any of warranty procedures are not followed then PlanITROI at its sole discretion can reject any warranty claim. If you have any questions about a warranted item please do not hesitate to ask before buying on a product from PlanITROI.

Begin by entering the Order Number and your email address and account password:

PlanITROI Technical Support

PlanITROI Technical Support ONLY (not valid for Panasonic Warranty)

Customer Service hours of operation Monday to Friday, 9:00 am to 5:00 pm EST

PlanITROI shall supply technical support on Product only (not software) for the length of the warranty period limited to 30 minutes per incident. If Direct PlanITROI Customer or Reseller requests technical support or warranty after the warranty period, PlanITROI will provide such service for a fee of $50 per incident limited to 30 minutes. For more details please call 973-664-0700 x142 and follow procedures.

Panasonic WARRANTY & Technical Support:

Panasonic shall provide warranty specified based on sales contract from actual user date of purchase. Authorized Reseller or Direct PlanITROI Customer is required to provide proof of purchase with a valid Serial Number on bottom of unit to receive such warranty. Proof of purchase can come from Direct PlanITROI Customer directly or any of its Authorized resellers. Toughbooks will be repaired by Heartland service group at no expense to customer if under the warranty period specified on PlanITROI sales contract to user or Authorized Reseller. Repair turn time will average 5 business days once at Heartland. Customer is responsible for shipping costs to Heartland and Panasonic is responsible for shipping UPS Ground back to customer. For more details please call 1-800-Laptop5 and follow procedures. Panasonic shall supply technical support through its 1-800-laptop5 on Product only (not software) for only products with Panasonic warranty.

Toughbook Exchange Privacy Policy

Toughbook Exchange is committed to maintaining the privacy of our customers in the electronic environment. Toughbook Exchange does not currently share any personal information of its customers, such as name, address, telephone number or email address with any third parties.

This Privacy Policy will explain the following regarding use of our site:

What information does Toughbook Exchange collect from you?
Where do we collect information from you and how do we use it?
With whom do we share your information?
How can you update or correct your Personally Identifiable Information?
What security precautions are in place to protect against the loss, misuse, or alteration of your information?
A special note about children's privacy
Toughbook Exchange use of "cookies"
You should carefully review privacy policies of any third party sites accessible from Toughbook Exchange
Contacting Toughbook Exchange about privacy questions or concerns
Privacy Policy changes

What information does Toughbook Exchange collect from you?
In order to better provide you with numerous products and services, Toughbook Exchange collects two types of information about its visitors: Personally Identifiable Information and Non-Personally Identifiable Information. Our primary goal in collecting information from you is to provide you with a smooth, efficient, and customized experience while using our site. Any information you provide to us at this site when you establish or update an account, shop online or request information (i.e. name, address, e-mail address and telephone number) is maintained in the strictest confidence. Toughbook Exchange does not share this information with any third parties. This information is used to enable Toughbook Exchange to deliver services to you.
Personally Identifiable Information
This refers to information that lets us know the specifics of who you are. Personal information is requested when you order a product or service, enter contests or sweepstakes, fill out surveys, and send us feedback. For example, this information might include your name, billing address, shipping address, telephone number, e-mail address, credit card or other payment information, and product details. With this information, Toughbook Exchange can fill your orders and better provide you with personalized services. Again, Toughbook Exchange does not share this information with any third parties.

Non-Personally Identifiable Information
This refers to information that does not by itself identify a specific individual. We gather certain information about you based upon where you shop on our site in several ways. This information is compiled and analyzed on both a personal and an aggregated basis. For example, this information may include the Web site's Uniform Resource Locator ("URL") that you just came from, which URL you next go to, what browser you are using, and your Internet Protocol ("IP") address. A URL is the global address of documents and other resources on the World Wide Web. An IP address is an identifier for a computer or device on a Transmission Control Protocol/Internet Protocol ("TCP/IP") network, such as the World Wide Web. Networks like the Web use the TCP/IP protocol to route information based on the IP address of the destination. In other words, an IP address is a number that is automatically assigned to your computer whenever you are surfing the web, allowing web servers to locate and identify your computer. Computers require IP addresses in order for users to communicate on the Internet, browse and shop.
Where do we collect information from you and how do we use it?
Our primary goal in collecting personal information is to provide Toughbook Exchange's visitors with a superior customized online experience. We use the customer contact information to fill orders, contact purchasers to inform them of their order status, to send promotional information, to enhance the operation of our site and administer our systems.
We gather information in the following ways:

Shopping
We collect IP addresses for the purposes of system administration, to gather broad demographic information, to enable ads to be served on our site, to report Non-Personally Identifiable Information to our advertisers, and to monitor the level of activity on our site. We collect information from visitors to our site regarding the URLs they came from, domain types (e.g., .com or .org), their IP addresses, the date and time of their visit or order, the number of visits and orders, the number of visits per browsing session, the server type, the operating system and browser type used to come to the site, the country, state and telephone area code where their servers are located, the pages and page titles of our site that visitors viewed during their visit, whether the visitor's computer is enabled for Java or cookies, browser language, applications and plug-ins, and any search terms entered on our site.

Ordering
When you order from us, we collect personally identifiable information from you. If you order one of our products or services, we will collect and maintain your name, e-mail address, billing address, shipping address, telephone number, product selections, credit card or other payment information, order number, referring URL, IP address, page you bought from and a password. We collect this, and other information, as disclosed in this Policy, in order to fill your order, to communicate with you about your order and to send you promotional materials. Before confirming your order, you will have the opportunity to review the product order form and make changes and additions to the information it contained and these changes will be automatically kept for future use.

Online Surveys and Polling
In order to improve our services to you, we ask some of our customers to voluntarily complete surveys, which may be collected by an independent third party. Individual survey answers are confidential, although Non-Personally Identifiable Information is collected and disclosed to third parties. If you do not wish to participate in a survey, simply decline to participate when asked.

Contests and Sweepstakes
When you enter a contest or other promotion, we may ask you for contact information such as your name, address and e-mail address in order to administer the contest, to send you promotional e-mails, notify winners and make the winners' list publicly available pursuant to certain states' laws. Your consent to such promotional use and disclosure of this information as a condition of your participation. As a condition of receiving any prize, you will be required to submit an Affidavit of Eligibility, for us to ensure that you are eligible to receive the prize according to the Contest Rules.

Newsletters & Promotional E-mails
We may offer free newsletters, but you will always have an opportunity to remove yourself from our mailing lists.

Contact Information
If you contact Toughbook Exchange or our customer service representatives by telephone, e-mail or letter, we may keep a record of your correspondence or comments. If you report a problem with our site, we may collect such information in a file specific to you. If you contact us through our feedback area or by calling one of our customer service representatives, we may ask for your name, e-mail address and order information in order to send you a reply. If other users or third parties send us correspondence about your activities or purchases on our site, we may keep the information in a file specific to you.

We also track customers' traffic patterns throughout their online session, including which pages, information and advertisements a customer views while using the site and what items they place in their basket or purchase. We use your IP address to diagnose problems with our servers, software, to administer our site and to gather demographic information.

Cookies
We use cookies in the operation of our site; to find out what cookies are and how they are used, click here.
With whom do we share your information?
Any information you provide to us at this site when you establish or update an account, shop online or request information (i.e. name, address, e-mail address and telephone number) is maintained in the strictest confidence. Toughbook Exchange does not share this information with any third parties. This information is used to enable Toughbook Exchange to deliver services to you.
How can you update or correct your Personally Identifiable Information?
We believe you should have the ability to access and edit the personal information that you have provided to us. During the online ordering process you can review, change, or delete the information that you have submitted. You may change any of your personal information in your account online at any time. We encourage you to promptly update your information if it changes. You may ask to have the information on your account deleted or removed; however, because we keep track of past purchases, you cannot delete information associated with past purchases. Also, as a security measure we "back up" the data stored on our systems, and such prior information cannot be completely removed from our databases. As a result, you should not expect that all of your Personally Identifiable Information will be completely removed from our backed-up databases.
What security precautions are in place to protect against the loss, misuse, or alteration of your information?
In order to most efficiently serve you, credit card transactions and order fulfillment are handled by established third party banking, processing agents and distribution institutions. They receive the information needed to verify and authorize your credit card or other payment information and to process and ship your order. For more information about our site security policy, click here.
When you access your account information, the information is kept on a secure server. All of the customer data we collect is protected against unauthorized access by physical security means.
A special note about children's privacy.
You must be at least 18 years old to have our permission to use this site. Our policy is that we do not knowingly collect, use or disclose Personally Identifiable Information about visitors under 18 years of age. If you are the parent or guardian of a minor under 18 years of age and believe that they have disclosed personally identifiable information to us, please contact us at Toughbook Exchange so that we may delete the minor's information.
Toughbook Exchange use of "cookies."
Cookies are bits of information that your browser maintains to help a server (such as our website) communicate with you. To use the Toughbook Exchange website, you must have cookies enabled in your browser in order to use the shopping cart. We use cookies to store very basic information on your machine.

The cookies placed on your machine are used solely to protect the integrity of your shopping cart, and they are removed as soon as you close your browser window.

We do this partly as a convenience for you, so that when you place your order, your billing information is filled in for you automatically. But we also need cookies, in case you leave our site and return, so that we can recognize and match your login and shopping information with your session on the Internet.

Toughbook Exchange collects and analyzes data about how visitors use this website, but we do not use this information to identify or contact individual users, nor do we supply any data that could identify individual users to a third party. We use this data only to improve our site and our services. We do nothing with this information, other than analyze it in aggregate, or diagnose occasional problems.

Although there are firms that track Internet users via cookies, we do not buy, sell, exchange, or offer this information to them. Nor do we use any such information on our own site.
You should carefully review privacy policies of any third party sites accessible from Toughbook Exchange
This website may contain links to other Internet sites. These Internet sites are independent from this website and Toughbook Exchange does not make any representations or warranties in respect of such internet sites. Toughbook Exchange has no control over the contents of such other Internet sites and the provision of the link does not constitute an endorsement by Toughbook Exchange.
Contacting Toughbook Exchange about privacy questions or concerns
If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact Toughbook Exchange by e-mail at info@planitroi.com.
Privacy Policy changes.
If Toughbook Exchange makes changes to any terms or conditions of the Privacy Policy, the changes will be posted in this document so that you will always know what information we gather, how we might use that information and to whom we will disclose it. We may change, modify, add or remove portions of this Policy at any time, and any changes will become effective immediately upon being posted unless we tell you otherwise.