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VigorCare™

VigorCare™ Advance Replacement

VigorCare provides you with after-sales service to ensure that you can get the most from your Vigor product.

In the unlikely event of your Enterprise class DrayTek product developing a fault during usage. If the service centre diagnose a suspected fault has developed with your product during normal service, they will arrange for a replacement unit to be sent out to you, normally to arrive the next working day if the call is made before 3pm. The carrier will also collect the faulty unit. The delivery and collection are free of charge. The replacement unit will not be pre-configured for your own particular scenario, so your own systems manager will need to physically install the unit.

VigorCare Terms and Conditions

• VigorCare™ membership must be registered within 90 days of purchase of your product. Proof of purchase, in the form of a copy of your original sales invoice must be provided.
• Advanced Replacements:
  • The replacement unit will not be pre-configured and will have factory default settings.
  • This service is available to most of the mainland UK, excluding the highlands of Scotland. Collection and delivery costs to other areas are charged additionally.
  • VigorCare is available to the original purchaser of new equipment only and only when purchased directly from a DrayTek Enterprise Partner.
  • VigorCare is only available on UK products supplied through an authorised DrayTek dealer.
  • Product must be registered with VigorCare at time of purchase.
  • The service centre normally aim to dispatch the same day if the request is received by midday, and delivery is aimed to be the next working day (exc. weekend and bank holidays) however no absolute guarantees can be given.
  • The replacement unit will be the same model and may be new or refurbished.
  • You should retain any expansion modules, accessories and cables; only rhe main unit will be sent.
  • Your manufacturer's warranty continues to run from the date of original purchase.
  • In some cases, we may, at our discretion substitute an equivalent model (providing the same specification), or one with higher specification.
  • The Advance replacement service is subject to product availability of advance replacement stock; we do aim to provide good supply of this at all times.
  • You must return the faulty unit to the service centre, carriage paid, within 7 days of receipt of the replacement unit, otherwise the replacement unit is fully chargeable at current RRP.
  • A Security deposit is required (normally by credit/debit card) against the replacement unit. This is refundable in full after the faulty unit is received back in the expected condition by the service centre (the VigorCare member is not responsible for transit damage caused by our own carriers).
• The membership fee for VigorCare pays for registration for 12 months; the VigorCare advance replacement service and support itself is free of charge for members. Whilst we endeavour to provide the service at all times as described here, no service level or term is guaranteed - the advance replacement and support service may be unavailable temporarily or permamently at any time without notice and is provided as a courtesy to VigorCare members, without any contractual obligation on either party.
• Vigorcare is not an underwritten insurance policy.
• VigorCare does not provide on-site installation services; you will need to re-install the product yourself or arrange for your systems people to do this.
• VigorCare does not cover damage or failure caused by factors which are not covered by the standard warranty (for example, fire, flood or lightening damage).
• VigorCare covers only the product/unit which has been registered for the membership. Any deliberate attempt to obtain service for another product is criminal fraud.
• If the item returned under VigorCare (by serial number) is not covered by your Vigorcare membership, the advance replacement unit is chargeable in full.
• These Terms and Conditions are subject to change or clarification at any time, and reasonably during your membership.