We want to make sure your experience with SumnerOne is a positive one. We are committed to being the one place where everything works, and that includes making our relationship work at every level. We want to make sure that you always feel that:
- You get what you paid for
- We respect your time
- You have confidence in how quickly we will respond to an issue
- You have confidence in how quickly we will address any concern you have
- We will be the first to admit a mistake and correct it
On top of these promises, we also offer the following guarantees in writing:
Five Year Unconditional Replacement Guarantee.
If your equipment has been continuously under our recurring monthly service coverage and cannot be put in good working order to your satisfaction during the term of the your agreement with us, SumnerOne shall replace your equipment with a comparable equipment (which may be a new or recently refurbished machine) at no charge to you. This guarantee applies on a device-by-device basis, 60 months from the date of original installation of new equipment and 36 months from the date of original installation of used/refurbished equipment.
Service Price Guarantee.
SumnerOne guarantees that the service prices specified in a new agreement will not change for the first 36 months, provided your usage remains consistent with your normal business climate and your objectively measured supply consumption does constitute abnormal, excessive use.
Uptime Performance Guarantee.
If in the process of normal use, your equipment is not in good working order, SumnerOne will have eight normal business hours to repair or provide a loaner unit to you. If the location of your equipment is more than 35 miles from the “city limits” (defined as the greater metropolitan area associated with your nearest SumnerOne service branch), we will have until the end of the next business day to repair your equipment or provide a loaner. If we are not able to secure this uptime for you by the next business day, you will be eligible for a credit of $25.00 on your account. If we are not able to secure this uptime for you for 24 normal business hours or longer, you may be eligible to receive a $50.00 credit on your account.
SumnerOne provides on-going equipment overview training at no charge.
To avail yourself of these guarantees or to request an uptime-related credit, please make your request in writing to: SumnerOne, Inc. ATTN: Customer Service, 6717 Waldemar Ave, St. Louis, MO 63139
Our guarantees do not apply to equipment not acquired through SumnerOne and we are not responsible for honoring these guarantees in cases of Customer Misuse or Events of Default as defined in your contract(s) with us. Our Uptime Performance guarantee will be reasonably limited by circumstances beyond our control such as severe weather, safety concerns, and the like, including stoppages or severe constraints stemming from acts of God, including pandemic.