Warranty
Support for the lifetime of the screen.
HOLODECK LED™ warrants every display against defects in materials and workmanship. Emerald is the basic support level: complimentary lifetime support. For the lifetime of your product, we will do our best to support it, even after the warranty expires, just as we have helped customers with orphan products from defunct manufacturers. The base warranty plan is Silver: 2 years for partner (OEM) accounts, 3 years for collaborator (DEALER) accounts, from the date of receipt, and every plan is expandable to 5 years. The warranty transfers with the product. If you bought through a dealer, integrator or OEM partner, the coverage is yours.
Emerald & Silver included
Emerald: complimentary lifetime support. Silver: Email and remote-desktop support with a 48-hour response, for 2 years on partner accounts and 3 years on collaborator accounts.
Parts support up to 10 years
Diamond Life cycle parts support for the full 10-year life of the system, from the date of receipt. Deployed on the Microsoft Campus Silicon Valley 5-sided MS Comet (2022).
Warranty up to 5 years
Upgradable to 5 years:
Gold: 10% a year
Platinum: 20% a year
What the warranty covers
Replacement parts and in-house labor for up to five years, provided the account is paid in full and free of outstanding balances.
Covered
- LED modules, receiving cards, power supplies, hubs and cabinets
- In-house diagnosis and repair of returned parts
- Firmware and configuration faults in the delivered system
Not covered
- Misuse, accident, liquid ingress, power surge, lightning or force majeure
- Installation, transport or handling not performed by HOLODECK LED™
- Unauthorized repair or modification, or non-HOLODECK replacement parts
- Consumable and cosmetic wear that does not affect display function
- On-site labor, rigging, lift or freight, unless separately contracted
Silver is the base warranty plan: 2 years for partner accounts, 3 years for collaborator accounts. Everything is expandable to 5 years: each year of Gold or Platinum adds a year of warranty, up to five.
Email and remote-desktop support with a 48-hour response, for 2 years on partner accounts and 3 years on collaborator accounts. Expandable to 5 years with Gold or Platinum.
Includes everything in Silver. Upgrade to 5 years for 10% per year for Gold and 20% per year for Platinum beyond Silver coverage.
Everything in Gold, plus next-business-day dispatch and a named engineer on your account.
Each year of Platinum also adds a year of warranty, to a five-year total.
Contact us for a Platinum quote.
Support plans
Emerald: complimentary lifetime support. For the lifetime of your product, we will do our best to support it — even after the warranty expires, we will try to help, just as we have helped customers with orphan products from defunct manufacturers. Beyond that, Diamond support extends parts coverage to 10 years.
EMERALDFor the lifetime of your product, we will do our best to support it. Even after the warranty expires, we will try to help — just as we have helped customers with orphan products from defunct manufacturers.
Parts cover for the full 10-year life cycle of the system, from the date of receipt. The warranty itself runs up to 5 years.
Deployed on the Microsoft Campus Silicon Valley 5-sided LED cube (2022).
Contact us for a Diamond quote anytime before the production begins.
Extending your cover to five years
The simplest way to five years is Gold — the extra warranty comes with it.
Every year of Gold adds a year of warranty, up to a total of five years from the date of receipt. Three years of Gold takes a two-year warranty to five, at no additional cost for the extension itself.
If you want a longer term without the service plan, additional warranty years can be bought on their own at 10% of system value per year, to the same five-year maximum. An extension lengthens the parts-and-labor cover described above — it does not change what is covered.
Your base term depends on your account: two years as standard, three for collaborator accounts.
OEM partners are established LED display manufacturers or branding houses with a full in-house service department and extensive, hands-on LED display expertise — they can install, diagnose, and service the product themselves.
Collaborator dealers are resellers with minimal LED technical knowledge; they sell the display, and support flows through HOLODECK LED. That’s why the base cover differs: 2 years for partner accounts, 3 years for collaborator accounts.
Making a claim
Tell us the project name, the system serial or quote number, and what the fault is doing.
Transfers: The cover moves with the unit. Your integrator’s paperwork does not limit your cover.
Photographs or a short video of the fault condition speed up diagnosis considerably — a still of the affected area plus a clip of it in operation is usually enough for us to identify the part.
with the return address and the packing requirements.
On-site commissioning
Our field engineers, on your site, for an additional charge. Every visit is scoped in advance and quoted before we travel.
When a display needs hands on site, for installation supervision, commissioning, recalibration, or a fault that remote support cannot resolve, HOLODECK LED™ provides on-site support for an additional charge. The scope of work is agreed with you before we travel.
Each visit covers labor for one field engineer plus round-trip air travel and the travel expenses needed to complete the agreed scope. We bill a minimum of one 8-hour day. Work outside the agreed scope, or time lost because the site or contractor is not ready, is billed at out-of-scope rates.
Heavy equipment such as lifts that may be required to reach the display is not included and stays with the site. Flights, tolls, parking, ferries, and other incidentals are billed separately. Initial operator training is complimentary.
Limitation of remedies
To the extent permitted by law, the remedies described above are the exclusive remedies for a defect, and HOLODECK LED™ is not liable for indirect, incidental or consequential damages, including lost revenue, lost production time, or the cost of substitute equipment. Some jurisdictions do not allow the exclusion of certain damages, so parts of this limitation may not apply to you.
HOLODECK LED™ is a brand of Quality Systems Technology, Inc.
