What is Yellow Jacket?
Yellow Jacket is an optional extended warranty plan currently available on select products (currently the HoverflyPRO or HoverflyGPS boards) at an additional cost.
For the HoverflyPRO or the HoverflyGPS, this protection plan extends the original 90-day warranty to 1-year from the date of purchase. Coverage includes accidental damage from handling and offers a one-time full repair or replacement of the damaged product. The extended warranty may only be purchased once during a product's lifetime.
Yellow Jacket must be purchased for your HoverflyPRO or HoverflyGPS when placing your initial order.*
*NOTE: Existing owners of HoverflyPRO or HoverflyGPS are eligible for Yellow Jacket and have until the December, 31, 2011 to purchase Yellow Jacket plans. This deadline applies to all HoverlfyPRO and HoverflyGPS boards delivered on or before December 31, 2011. Plans purchased during this time will provide coverage for the existing board for 12 months from the date of purchase of the Yellow Jacket plan. After December 31, 2011 the extended warranty may only be purchased with the board, prior to product shipment.
The extended warranty may only be purchased once during a product's lifetime and must be purchased prior to product shipment after December 31, 2011. The extended warranty does not cover digital media or batteries. The extended warranty is non-transferrable. If the covered product is sold or ownership is transferred, the extended warranty automatically terminates. The extended warranty covers parts and labor charges for covered products that have been returned to an authorized Hoverfly service location. All extended warranty returns shall be done in accordance with Hoverfly's RMA policy. In the event of a covered claim, Hoverfly will repair or replace (at Hoverfly's discretion) the product with a new, rebuilt, or refurbished product of equal or similar features and functionality. Any repaired or replaced product will be warranted for (90) days after it is received by the Buyer. Only the components that were repaired or replaced will be eligible for the 90-day period. The extended warranty is only available once per product.
Yellow Jacket Protection Plan details
1. When Coverage Begins and Ends
Coverage begins when you purchase the Plan and ends twelve (12) months from the date of retail purchase of your original HoverflyPRO or HoverflyGPS board ("Coverage Period")*. Note: Existing
2. What is Covered?
2.1 Hardware Service
If during the Coverage Period, you submit valid claim by notifying Hoverfly that a defect in materials and workmanship has arisen in the covered equipment, Hoverfly will either (a) repair the defect at no charge, using new or refurbished parts that are equivalent to new in performance and reliability, or (b) exchange the covered equipment with a replacement product that is new or equivalent to new in performance and reliability, and is at least functionally equivalent to the original product. If Hoverfly exchanges the covered equipment, the original product becomes Hoverfly's property and the replacement product is your property, with coverage for the remainder of the plan.
2.2 Accidental Damage from Handling
If during the Coverage Period you submit a valid claim notifying Hoverfly that the covered equipment has failed due to accidental damage from handling ("ADH"), Hoverfly will (a) repair the defect at no charge, using new or refurbished parts that are equivalent to new in performance and reliability, or (b) exchange the covered equipment with a replacement product that is new or equivalent to new in performance and reliability, and is at least functionally equivalent to the original product (both individually known as a "Service Event"). ADH coverage will expire and all Hoverfly's obligations to you under this section 2.2 will be fulfilled in its entirety before the end of the Coverage Period when Hoverfly, as a result of an ADH claim, has provided you with (1) Service Event. ADH coverage only applies to operational or mechanical failure caused by an accident from handling that is the result of an unexpected and unintentional external event (e.g., a crash or liquid contact) that arises from your normal usage of the covered equipment as intended for such covered equipment. ADH coverage does not include (a) protection against normal wear and tear, theft, misplacement, reckless, abusive, willful or intentional conduct associated with handling and use of the covered equipment, (b) protection against any other act or result not covered by the Plan, as described in section 3 below, or (c) any resultant damage to the covered equipment that arises from one or more conditions described in section 2.2(a) or (b). You will submit a proper ticket request for each ADH claim, and may be asked to provide an explanation of where and when the accident occurred with a detailed description of the actual event. Failure to provide information relating to the accident when asked will result in claim denial.
3. What is not Covered?
Hardware coverage and ADH Coverage. The Plan does not apply to:
(i) Installation, removal or disposal of the covered equipment, or provision of the equipment while it is being serviced;
(ii) Damage caused by (a) abuse, misuse, earthquake, or other external causes, (b) operating the covered equipment outside the permitted or intended uses described by the manufacturer, or (c) service (including upgrades and expansions) performed by anyone who is not a representative of Hoverfly or a Hoverfly Authorized Dealer;
(iii) Covered equipment with a serial number that has been altered, defaced or removed, or has been modified to alter its functionality or capability without the written permission of the manufacturer;
(iv) Covered equipment that has been lost or stolen. This Plan only covers covered equipment that is returned to Hoverfly in its entirety;
(v) Cosmetic damage to the covered equipment, including but not limited to scratches and dents, that do not otherwise affect the functionality of the covered equipment;
(vi) Preventative maintenance on the covered equipment; or
(vii) Defects caused by normal wear and tear or otherwise due to normal aging of the product.
4. How to Obtain Service and Support?
You may obtain hardware services, including those relating to ADH coverage by accessing the Hoverfly Support website (www.hoverflytech.zendesk.com) and submitting a ticket request, or calling the telephone number listed below. If calling, a Hoverfly technical support representative will answer, request your Plan Agreement Number or covered equipment serial number, before providing assistance. Keep your original sales receipt for your covered equipment and your Plan, as it will be required if there is any question as to your product's eligibility for coverage.
5. Service Options
5.1 Hoverfly will provide hardware services through one or more of the following options:
(i) Mail-in service. Direct mail-in service is available for most covered equipment. If Hoverfly determines that your covered equipment is eligible for mail-in service, Hoverfly will send you instructions for an RMA (return material authorization) and you will ship the covered equipment to an approved Hoverfly service location in accordance with Hoverfly's instructions. Once service is complete, the Hoverfly repair service location will return the covered equipment to you. Hoverfly will pay for shipping back to your location if all instructions are followed.
(ii) Express replacement or do-it-yourself ("DIY") parts service. Express replacement is available for certain covered equipment products, and DIY parts service is available for many covered equipment parts or accessories, allowing you to service your own product. If express replacement or DIY parts service is available in the circumstances, the following process will apply:
(a) Service where Hoverfly requires return of the replaced product or part. Hoverfly may require a credit card authorization as security for the retail price of the replacement product or part and applicable shipping costs. If you are unable to provide credit card authorization, service may not be available to you and Hoverfly will offer alternative arrangements for service. Hoverfly will ship a replacement product or part to you with installation instructions, if applicable, and any requirements for the return of the replaced product or part. If you follow the instructions, Hoverfly will cancel the credit card authorization, so you will not be charged for the product or part and shipping to your location. If you fail to return the replaced product or part as instructed or return a replaced product that is ineligible for service, Hoverfly will charge the credit card for the authorized amount.
(b) Service where Hoverfly does not require return of the replaced product or part. Hoverfly will ship you free of charge a replacement product or part accompanied by instructions on installation, if applicable, and any requirements for the disposal of the replaced product or part.
(c) Hoverfly is not responsible for any labor costs you incur relating to express replacement or DIY parts service. Shoud you require further assistance, contact Hoverfly at the telephone number listed below.
5.2 Hoverfly reserves the right to change the method by which Hoverfly may provide repair or replacement service to you, and your covered equipment's eligibility to receive a particular method of service. Service will be limited to options available in the country where service is requested. Service options, parts availability and response times may vary according to country. You may be responsible for shipping and handling charges if the covered equipment cannot be serviced in the country it is in. If you seek service in a country that is not the country of purchase, you will comply with all applicable import and export laws and regulations and be responsible for all custom duties, V.A.T. and other associated taxes and charges. For international service, Hoverfly may repair or exchange products and parts with comparable products and parts that comply with local standards.
6. Your Responsibilities
To receive service or support under the Plan, you agree to comply with the following:
(i) Provide your Plan Agreement Number and a copy of your Plan's original proof of purchase, if requested;
(ii) Provide information about the symptoms and causes of the issues with the covered equipment;
(iii) Respond to requests for information, included but not limited to the covered equipment serial number, model, version of the firmware and software installed, any devices connected or installed on the covered equipment, any error messages displayed, actions taken before the covered equipment experienced the issue and steps taken to resolve the issue;
(iv) Follow instructions Hoverfly gives you, including but not limited to refraining from sending Hoverfly products and accessories that are not subject to repair or replacement service and packing the covered equipment in accordance with shipping instructions; and
(v) Update software to currently published releases prior to seeking service.
Hoverfly Customer Service (+1 407-349-7850)
Monday - Friday
9:00 am - 5pm eastern time*
* telephone numbers and hours of operation may vary and are subject to change. You can find the most up-to-date contact information at http://www.hoverflytech.com/Contact_Us.html