The manufacturer (Zebra) provides the following warranty:

Hardware is warranted for a period of twelve (12) months from date of shipment from Person Centred Software against defects in workmanship and materials, provided the Hardware remains unmodified and is operated under normal and proper conditions

and in accordance with Zebra published specifications. The sole obligation of Zebra for defective Hardware is limited to repair or replacement (at Zebra's sole discretion) on a "return to service depot" basis with Zebra’s prior authorization. No charge will be made to End-User Customer for warranty repairs. Zebra shall not be responsible for any damage to or loss of any Software programs, data or removable data storage media, or the restoration or reinstallation of any Software programs or data. No technical support shall be provided during the Hardware warranty term other than to identify if a warranty repair is needed.

It applies to:

• Zebra TC21-HC handset

• Zebra white 4-slot charger

• Zebra white single-slot charge cradle

It does not apply to:

• Zebra TC21-HC white battery*

• Zebra TC21 hand strap*

• Zebra TC21 belt clip*

• Power and charging cables*

*Replacements are available to purchase from Person Centred Software

The manufacturer’s warranty does not cover any problem that is caused by conditions, malfunctions or damage not resulting from defects in material or workmanship, including (but not limited to):

1. Dis-assembled product: any evidence the product has been partly or completely opened.

2. Attempted repairs by a non-repair authorised / third party.

3. Parts missing from the unit, including the display, physical buttons, battery connectors or any part of the unit being dis-assembled or missing.

4. Physical damage where the following is evident:

• Burn / fire damage

• Power surge / electrical burnout

• Lightning damage

• Broken or cracked display

• Compromised soldering which may be indicated by “rattling” on shaking the unit

• Exposure to high temperatures

• Any form of liquid damage including but not limited to evidence of corrosion, especially at the battery connector site.

• Exposure to chemicals.

• Any modifications or physical changes which have not been explicitly approved by the manufacturer.

1. Physical screen damage: any evidence of damage to the screen.

2. Physical body damage: any evidence of damage to the body, for example, cracks in the camera glass, or significant gouges or chips in the body.

The duration of warranty is 1 year from the date of receipt. For the Zebra TC21-HC handset, you also have the option to purchase a 2-year OneCare™ Essential plan from 30 days after the date of receipt.

Contact Support who will then work with you to determine the problem and most appropriate solution. This can include performing remote device diagnostics to detect and resolve potential software issues.If the issue cannot be resolved by remote diagnostics, our support representative will raise a return request. You will then need to:

If an item is returned to PCS without an issue being registered first, PCS will return it to you without taking any further action and you will be charged £15 (including VAT) for each unauthorised returned unit received.

The PCS device team will inspect each item to determine the most likely cause of the issue. If this is not covered by the manufacturer’s warranty (e.g., accidental damage), we will inform you before we return the item to the manufacturer. If an item is returned with a software issue which could have been resolved with remote assistance from the PCS support team or without PCS intervention (e.g., by installing a software update), you will be charged £15 (including VAT). PCS will resolve the software issue and return the item to you without registering a warranty claim with the manufacturer.

Zebra does not provide a lead time for the processing of warranty claims; however, you should anticipate a wait of 3-6 weeks from the date that you send the item to PCS until a repaired or a replacement item is sent to you.

If lockdown software had been purchased for an item, PCS will lock down the unit and enrol it for use with the MCM carer app at your location before it is returned to you.

If Zebra determines that a claim is not covered by its warranty, a charge will be issued for the cost of the repairs. PCS will invoice you in advance of the repairs being made, and once payment is received the process continues as normal. Repair costs (inclusive of VAT) are based on a 3-tier system depending on the severity of the issue on a case-by-case basis:

• Tier 1 - £131

• Tier 2 - £253

• Tier 3 - £420

PCS offers a range of handsets, including refurbished items, available to purchase as permanent spares. A price list is available on request. PCS also offers the option to rent a maximum of three Zebra TC21-HC handsets for the duration of a warranty claim, with a deposit of £110 per item and a monthly rental fee of £25 per handset. The deposit is refundable upon receipt of the handset to PCS in good working order, subject to reasonable wear & tear.

In the event of loss, damage, or non-receipt by PCS of a rented handset after your warranty claim is complete, you will be charged its current value, less deposit and depreciation.