Misco Home Access Welcome Guide v2

Welcome guide

This guide contains important information. Please read before setting up your computer.

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Welcome Guide I Misco Home Access 2

1. Contents

1. Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

2. Read me first! . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

a. Packaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

b. Serial number and order number . . . . . . . . . . . . . . . . . . .3

c. Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

3. What’s included? . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

4. Using your computer . . . . . . . . . . . . . . . . . . . . . . . . . . .5

a. Set up the hardware . . . . . . . . . . . . . . . . . . . . . . . . .5

b. Starting your computer . . . . . . . . . . . . . . . . . . . . . . . .6

c. Getting connected . . . . . . . . . . . . . . . . . . . . . . . . . .7

d. Configure parental control / internet filtering . . . . . . . . . . . . .8

5. Keep a backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

a. CD / DVD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

b. USB flash drive (also known as a USB key or USB stick) . . . . . . .9

c. External hard drive . . . . . . . . . . . . . . . . . . . . . . . . . .9

d. Online backup service . . . . . . . . . . . . . . . . . . . . . . . 10

6. Technical Support & faulty items . . . . . . . . . . . . . . . . . . . . 11

a. Restoring your computer to factory settings . . . . . . . . . . . . 11

b. Returning items for repair. . . . . . . . . . . . . . . . . . . . . . 13

c. Loan units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

d. What isn’t covered by warranty? . . . . . . . . . . . . . . . . . . 15

7. Returns and complaints . . . . . . . . . . . . . . . . . . . . . . . . . 16

8. Terms & Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

See page 6 for details of the passwords required to log in and set up your computer.


2. Read me first!

Thank you for choosing Misco for your Home Access package.

Before you get started with using your new computer there are a few things that you should know. Following the advice below will ensure that you get the most from your Home Access package.

a. PackagingOnce you have un-boxed your new computer and all the accessories, please make one final check that you’ve removed everything from the box. Then store all the packaging back inside the box and put the box in a safe place, in case you ever need to return the computer for any reason.

b. Serial number and order numberMake a note of the serial number of the computer (this will be on a sticker on the bottom of the computer) and any accessories. Keep this note in a safe place, separate from the computer along with a note of the Misco order number which you were provided with when you placed your order. You will need these for support or if your computer is stolen.

c. SupportYour Home Access package includes free technical support for 12 months.

We are open from 8am to 9pm Monday to Friday and from 9am to 6pm at the weekend.

• Call us for free on 0800 294 4517*, option 2 for technical support, option 3 for customer services

• Email us at [email protected]

Please have your order number and/or serial number ready.

More information on what to do if you have any questions or problems with your computer is available in section 6.

The following sections will describe the features of your Home Access package and how to use them.

*Please note that we may record and monitor inbound and outbound calls and electronic traffic for training purposes.


3. What’s included?

The contents of your Home Access package will vary depending on the grant you received and the Home Access package you ordered.

All Home Access packages include the following:

• A computer

• Parental control / internet filtering software with 3 years of updates

• Anti-virus software with 3 years of updates

• Microsoft Office (Word, Excel, PowerPoint)

• Know-IT-All (a suite of education resources designed to help educate parents about positive and safer use of the internet)

• Assistive Technology software

• Technical Support for 12 months

• Warranty for 12 months

• Reinstatement for 12 months

Home Access packages with a laptop include:

• A mouse

• A laptop bag

Home Access packages with a desktop PC include:

• A monitor

• A keyboard

• A mouse

Home Access packages with connectivity include:

• Internet access for 12 months

• A USB 3G dongle (plug in adapter)

• A 3G SIM card (to insert into the USB 3G dongle)


4. Using your computer

Your new computer has been pre-configured with all the supplied software for you.

If you are not familiar with using a Windows Operating System (such as Windows XP, Windows Vista or Windows 7) then the following information will help you to get started. Further, more detailed, help is provided in the Getting Started guide which you will find on the desktop when you log into the computer.

a. Set up the hardware1. Laptops

A laptop (also known as a notebook) requires very little setting up. Simply insert the battery into the bottom of the laptop and then make sure that you fully charge the laptop before use.

Within your Home Access package you will have been supplied with a mouse. If you would prefer to use this rather than the built-in touchpad then simply plug it into one of the USB ports on the side or back of the laptop.

A USB port looks like this: It will often have the USB logo next to it:

If you’re happy using the built-in touchpad then simply store the mouse somewhere safe.

Once the battery has been charged you’re ready to start it for the first time, please go to the ‘starting your computer’ section to continue.

2. Desktop PCs

A desktop PC requires a little more set-up than a laptop. Once you’ve unpacked everything you’ll need to connect the keyboard and mouse into a USB port (see the laptop section above for a picture of a USB port), the monitor into the appropriate port and then power into the monitor and the PC itself.

Once you’ve connected all of these then you’re ready to start it for the first time, please go to the ‘starting your computer’ section to continue.

b. Starting your computerSimply press the power button on the computer (and monitor if using a desktop PC) and the computer will start to ‘boot’. You’ll see some text and animations on the screen and after a short time the log on screen will appear which will show three computer accounts: Learner, Parent and Misco Support.


Parent account (password: Misco - note this has a capital M, the rest is lowercase). This is an administration account with full access to all programs and settings. The first time you log in to this account you will be asked to choose a new password: you should choose something that the learner will not be able to easily guess.

Learner account (no password). This account has restrictions in place preventing certain settings being changed and applications being installed. The first time you log into this account you will be asked to set a password. If you don’t want a password then simply click the blue arrow, alternatively enter a new password in both boxes and then click the blue arrow.

Misco Support account. You will be asked to use this account by Misco Support if required.

The name of the account can be changed and additional accounts can be created. Please see the user guide on the desktop (see below) for further details.

Once you have logged into an account the Windows desktop will appear.

Once you have the Windows desktop shown above then you’re ready to start using the computer.


If you need further help on using Windows or would like to review our hints and tips then please double-click (press the left mouse button twice, quickly, with the arrow over the top of the item you want to open) the help icon (shown below). This will open the help folder, which contains a number of files to help you use the computer.

c. Getting connectedDepending on whether your Home Access package includes connectivity or not, you may have been provided with a 3G dongle and SIM card.

If your Home Access package does not include connectivity, then it is assumed that you will be able to set up internet access on the PC either yourself or with help from the internet service provider. The following information in this step is only relevant to people who have received connectivity with their Home Access package, so please continue to the next step.

Your 3G dongle will have been provided with quick-start instructions which tell you how to insert the SIM card into the dongle. You will need to do this before you are able to start using the dongle.

Once the SIM card is inserted into the dongle you simply need to plug the dongle into an available USB port (see 4.a.1 for a picture of a USB port).

Your computer has been provided with all the necessary software for your 3G dongle pre-installed. Once you have connected the dongle all you need to do is connect to the internet via the 3G dongle software. Please follow the procedure below, choosing the appropriate version based on the 3G dongle you have been supplied with.

1. 3 mobileAfter following the instructions provided with the dongle for inserting the SIM card, plug in your 3 dongle into an available USB port. The 3connect software should automatically start: if it doesn’t simply double-click on the 3connect icon on the desktop.


Once the 3connect software has found a network it will allow you to click on the ‘Connect’ button, simply click on this and your computer will connect to the internet.

When you’re finished, reopen the 3connect software and click ‘Disconnect’.

Please remember that your connectivity service includes up to 3GB of usage per month: that’s enough for around 3000 emails, 30 hours of web surfing, 15 four minute videos or 96 four minute music tracks. Excessive use may result in restrictions on your connectivity account, including limits on the speed and ability to connect to the internet until the start of the next billing period (your billing period starts each month on the day of the month you originally received your package). Continued excessive use may result in your connectivity account being suspended.

d. Configure parental control / internet filtering

Your computer has been configured with parental control software to prevent access to unsuitable content. Before you can access the internet, you will need to register the parental control software.

When you have connected your computer to the internet (see section 4.c for help on this) a new icon will appear on the desktop:

Double-click this icon and a web page will open containing the registration form.

On this form you will need to choose and enter a username and password and enter the activation key which is provided in your welcome letter. If you already have an email address you can enter this as well, if you don’t yet have an email address then simply leave this empty.

Click “Create account” and then Netintelligence, the parental control software, will be registered and you will be able to access other websites.

If you find that you wish to access sites that are blocked by Netintelligence (eg. Facebook) please go to http://kb.netintelligence.com/ then select “Frequently encountered issues” under “Netintelligence Home (Home Access Edition)” and then view the appropriate guide.

Further information is available in the Netintelligence user manual located in the “User Guides” folder on your desktop.

! Important - while filtering software can reduce the risk of access to inappropriate content, no single solution can be 100 per cent effective. We would therefore recommend that you discuss e-safety and supervise your child while they are accessing the internet to help keep them safer.


5. Keep a backup

Your data is often the most valuable part of any computer system and in many cases it simply can’t be recreated.

We now store more and more data electronically, such as homework, pictures, videos, music, etc. and it’s very important that you keep a backup of any data that you wouldn’t want to lose.

There are many ways you can keep a backup of your data: some run automatically, others rely on you remembering to back up your files manually. As everyone’s needs differ, there is not a universal solution for everyone. Below we will give you a few suggestions on how you could back up your data, but if you have any questions or need some advice on what would be most suitable for you, please do not hesitate to contact our technical team on 0800 294 4516 and we will be happy to discuss your requirements and suggest a solution for you.

a. CD / DVD

The benefits of using a CD or DVD to back up your data is that it is relatively cheap to buy blank CDs/DVDs and it’s very easy to write (or ‘burn’) files to the disk.

Potential disadvantages of using this method of back up are that the disks can be easily damaged or lost and will, in fact, start to lose data after a number of years. The amount of data that you can store on each disk is also limited and much smaller than the other alternatives below; and writing data to disk is fairly slow. You also have to remember to manually back up your files regularly as there is no automated way of doing this with CDs/DVDs.

b. USB flash drive (also known as a USB key or USB stick)

USB flash drives are very popular storage devices: they are cheap to buy and come in different storage capacities, giving you the option to buy one which can store all your important data. Using a USB flash drive is also very easy, as you can simply drag and drop files to and from them. USB flash drives are also ideal for transferring files between different computers.

While USB flash drives are fairly rugged, they can still be damaged. Also, due to their small size, they are easy to lose, and again there are limits to the amount of data you can store on them depending on the capacity of the drive you’ve bought. Like CDs/DVDs, you need to manually back up your files to a USB flash drive, so they’re more suited to small amounts of data.

c. External hard drive

There are two main types of external hard drives - both are explained below.


1. Desktop hard driveDesktop hard drives are basically a hard drive (like inside your computer) but stored in an external box which connects to your computer, usually via a USB port. Desktop hard drives are available in a range of capacities and are capable of storing the equivalent of ten, a hundred or even a thousand times the storage space of a USB flash drive. They are also cheaper to buy per unit of storage space than a USB flash drive. Some external desktop hard drives come with back up software which you can configure to automatically back up your files at regular intervals.

External desktop hard drives are best suited for use in a fixed location: they are not designed to be moved around, as they are quite large and heavy and require their own power connection.

2. Portable hard drivePortable hard drives are similar to desktop hard drives, except that they use physically smaller drives, which means that they are easier and lighter to carry around. Also, because they are smaller they use less power, which means that they can usually be powered simply by plugging them into a USB port. Again, like desktop hard drives, some portable hard drives come with back up software to automate the back up process.

Due to the fact that portable hard drives are smaller than desktop hard drives they are not available in capacities as large as desktop hard drives. While you can get some portable hard drives with added protection in case they are knocked or dropped, hard drives are still very sensitive and data may be lost if they are mishandled.

d. Online back up service

Online back up services are becoming more popular. These involve you uploading your files to an online storage facility. Some of these services will provide software to automate this for you, making it very easy to keep your files backed up. Depending on the service, the amount of storage space you can use could be unlimited. This means you don’t need to worry about continually buying more and more hard drives or other devices to back up your data. Also, some services allow you to access your data from anywhere. A further benefit of using an online back up service is that your backed up files are physically stored in a different location to your original copies. This could be vital if a disaster occurs (for example a fire) and your computer and the external hard drive are both destroyed, resulting in you losing all your precious data.

There are, however, some disadvantages to online back up services. The first is cost: as this is a service rather than a one-off purchase, there will be a monthly or annual charge to use the service, and as soon as you stop paying your back ups are no longer available. Once you’ve purchased an external hard drive or other back up device it’s yours to keep.

The second thing to consider is security. You are uploading your personal files to a third party and you need to ensure that you trust the company providing the service and that they have security policies in place with regard to who can access your data (it should be no one apart from you). Having your data encrypted is essential. The final consideration is speed - uploading your files to or restoring your files from an online back up service is much slower than copying them to an external hard drive or other local back up device.


6. Technical support & faulty items

If you need help with any part of the Home Access package, please contact our experienced and friendly engineers.

! Important - if your computer has developed a fault please call the Misco Home Access technical support team, who will arrange for the item to be repaired. To ensure that you receive the appropriate level of support and service for your Home Access package, please do not call the manufacturer (s) of any of the package’s components directly.

We are available during the following hours:

• Monday to Friday: 8am to 9pm

• Saturday and Sunday: 9am to 6pm

You can contact us in the following ways:

• Call us for free on 0800 294 4517, option 2 for technical support, option 3 for customer services

• Email us at [email protected]

Don’t forget to have your order number and/or serial number ready when you contact us, so that we can help you as quickly as possible.

a. Restoring your computer to the factory settings

Your computer is provided with recovery information stored on the hard drive. You can use this to restore your computer back to the factory settings.

! Important - running recovery will wipe all data stored on the hard drive. Any data on the D: drive will not be affected. We suggest you back up any of your personal data to the D: drive.

Follow the procedure below to restore your computer to the factory settings:

1. Restart your computer using the computer’s power button.

2. Hold down the F8 key as your computer restarts. You need to press F8 before the Windows logo appears. If the Windows logo appears, try again. If the Windows logo appears again then try restarting your computer again and as soon as you turn it on continually tap the F8 key until the computer starts to beep.


3. On the Advanced Boot Options screen, use the arrow keys to highlight ‘Repair your computer’, and then press Enter.

4. Select ‘United Kingdom’ on the keyboard layout screen, and then click Next.

5. Select ‘Parent’ from the username list and type the password, and then click OK.

6. On the System Recovery Options menu, click System Image Recovery, and then follow the instructions.

Your computer will now restore itself to the factory settings.


b. Returning items for repair

If we can’t solve the issue over the phone we may need to return the item to our repair centre to fix it for you. If we need to do this then we will collect the item from you, repair it and return it to you. We can collect Monday to Friday, but we normally need at least 24 hours’ notice. We will arrange the collection with you over the phone and will let you know which day our courier will be collecting. The courier will collect between 8:30am and 6:00pm and will bring a return label with them.

Before the courier arrives, you should make sure that you have packaged the item up safely and securely. We recommend that if you need to return the computer, then you should package it in the original packaging. When we book a collection from you, we will ask you to read and agree to the following:

! Return packaging information - When returning your computer you are responsible for ensuring that it is adequately packaged so that it is not damaged during transit. Please ensure that you use plenty of padding when returning the unit and always place it in an outer box. If your unit is not packaged adequately, and it is damaged in transit, then it will not be covered by warranty and any repair will be at your expense.

Only return items requiring repair:

1. LaptopsIf you are returning a faulty laptop then we only require the actual laptop itself, any built-in components (eg battery) and the power adapter.

Please do not return any accessories (eg 3G dongle (if supplied), mouse, bag, lock, etc) unless these are directly related to the fault (eg if the fault is that it won’t connect to the internet and you have a Home Access package including a 3G dongle then we’ll need the laptop and the 3G dongle, or, if you’re having a problem with the mouse then we’ll need that returning). Please store any accessories you don’t return somewhere safe, for when the laptop is returned to you.

2. Desktop PCsWhen returning a desktop PC with a fault, we only require the main PC unit: please do not return the monitor, keyboard, mouse, any cables or any other accessories unless these are directly related to the fault.

If the monitor is faulty then only return the monitor and not the main PC unit.

Please make sure that you agree a collection date when you will be available all day. If our courier attempts to collect but you are not in, or the item is not ready for collection then we may, at our


discretion, arrange an additional delivery attempt. Any charges for this would be discussed with you at the time.

c. Loan units

We will usually repair and return items to you within a few days: however, if the repair is going to take over 5 business days from when we receive it back at our repair centre, then we will provide you with a loan unit, if required.

The loan unit will be provided to you until your own item is repaired and returned.

You will not be provided with a loan unit where any kind of physical or customer damage is suspected to have caused the fault.

Receiving a loan unit requires you to accept to the following conditions, and you will be asked to read and agree to them before we send a loan unit to you:

! Loan unit conditions - Misco is providing a loan unit to you until your machine is repaired and returned. Misco grants you a temporary licence to use any software included in the product under the following terms and conditions:

1. Misco retains title to the product at all times. Misco also reserves the right to demand return of the loan unit without prior notice.

2. You shall not lease, sublease, assign or otherwise transfer or dispose of the loan unit.

3. If the loan unit is lost, stolen or damaged, you must report this to Misco immediately and you will make full payment of the loan unit purchase value in accordance with our normal terms of settlement.

4. The loan unit is to be returned complete with all packaging and component parts intact and in good condition. All manuals and other software whether on CD or disc where provided, must also be returned. Misco reserves the right to levy a handling charge if the products are not returned in pristine condition.

5. Because the nature of this agreement is to enable you to loan the product, the parties agree that Misco bears no liability whatsoever.

6. The implied warranties of merchantability and fitness for a particular purpose and all other warranties expressed or implied shall not apply to the loan unit.

7. Misco shall not be liable to any loss of profit, loss of use, interruption to any business, nor for indirect special incidental or consequential damages of any kind.

8. Any data left on the loan equipment after return to Misco will be destroyed: please ensure you backup any data you have saved on on the loan equipment.

You are liable for the cost of the loan unit should you not make the loan unit available for collection on the agreed date. You will be invoiced and payment will be required under Misco’s normal terms if this is the case.

Use of the loan unit indicates acceptance of these terms.


d. What isn’t covered by warranty?

The products within your Home Access package are covered by a 12 month warranty. Any defects that develop during this period will be repaired free of charge.

However, the warranty does not cover any faults which are a result of physical damage or customer neglect. If we suspect that these are the cause of any fault then you will be contacted with a quote for the repair of the item.

You should also be aware that the warranty does not cover any data. Any of your personal files that you store on the product should be backed up regularly. Should data become inaccessible due to a fault, we will not be able to recover the data. Please see section 5 for our suggestions on how to back up your data.

! Important - if you need to return your computer for repair then you should, if possible, back up your data prior to returning the item as any data on a product when returned for repair may be destroyed as a result of the repair process.


7. Returns and complaints

We want you to be happy with your Home Access package and we are confident it will provide you with years of service. However, occasionally things do go wrong so we’re also here to support you in the unlikely event that you wish to return your Home Access package or that you have a complaint about our service or the package.

Your Home Access package has been provided under our standard Terms and Conditions; please see section 8 for further details.

If you need to return Goods to us, then a Goods Returns Authorisation Number (RAN) must be obtained from us for each and every return so that we are able to administratively process your return, otherwise we have no means of identifying the Goods being returned. This may result in difficulties in returning monies. You will be sent a RAN acknowledgement by email, which will also include a downloadable returns label that should be printed off and secured onto the exterior of the package. The RAN must be clearly shown on each parcel returned, and must be in the original manufacturer’s packaging (which shall not be defaced) complete with accessories, manuals and documentation. Software packages must be returned unopened with the Software seals intact.

In the event that any Goods Delivered to you do not correspond with the goods in the Order Confirmation, or have been Delivered to you by mistake, then you will be under a duty to take reasonable care of such Goods and to contact our Customer Services team immediately, and no later than 14 days. We will then arrange for a courier to collect the Goods and replacements to be supplied on a credit and recharge basis.

Your right to cancel Please refer to section 5.3 of our Terms and Conditions for details of your right to cancel your order.

Connectivity issuesIf you have received a Home Access package which includes connectivity, we will have checked the availability of connectivity at your home address during the sales process. However, the coverage tools which the connectivity providers make available cannot be 100 per cent accurate and therefore in some cases you may not receive the level of connectivity expected when you start to use your connection. Where you have received mobile connectivity you are free to use this at other addresses where there is a better signal, however if you are not satisfied with your connection and wish to cancel then you must inform us within 14 calendar days of delivery of the package. You must return the whole package including the computer and all other equipment provided, this must be in an ‘as new’ condition. We are unable to accept cancellations and returns outside this period.

Care of Goods to be returned Whilst in possession of the Goods you are under a statutory duty to take reasonable care of them. We reserve the right to claim against you for Goods returned which have been made unfit for resale or damaged whilst in your possession.


ComplaintsWe take complaints seriously and our BSI audited complaints procedure confirms our commitment to our customers, offering peace of mind when you need it most. If you have a complaint please write to the following address or email [email protected]

Home Access Complaints

Misco

10 - 14 Darby Close

Park Farm Industrial Estate South

WELLINGBOROUGH

Northamptonshire

NN8 6GS

We fully investigate every complaint, which includes reviewing our call recordings of any conversations we’ve had with you, interviewing all staff who have had contact with you and checking our logs of any other communication we’ve had. We will respond to you in writing via the same method in which you contacted us within 5 to 10 working days.

If you would prefer to speak to our Customer Services team prior to making a written complaint then we would welcome the opportunity to resolve any issues you’ve had over the phone. You can call us on 0800 294 4517 option 3.


8. Terms & Conditions

These Terms and Conditions (‘the Terms’) govern your relationship with Misco, which is a division of Systemax Europe Limited (Misco, we or us). Please read them carefully as they affect your rights and liabilities under the law.

All Orders for Goods or Services accepted by us will be subject to the following Terms which will form part of and will govern the contract of sale. No variation of these Terms will be accepted unless agreed in writing by an authorised person of Misco. We will not accept the inclusion of any alternative Terms by you which conflict with, alter or add to these Terms.

Use of your data

Where you have given us permission we will contact you from time to time with details of our latest offers.

We may also occasionally share your information (not email) with selected partners, who may contact you with relevant products and services.

If you wish to opt-out of any of these communications please contact us on 0800 294 4517 and select option 3.

A subset of the full Misco Terms and Conditions which are relevant to Home Access is reproduced below.

1. DEFINITIONS • ‘Contract’ means any contract between you and us for the sale and purchase of Goods or

Services, incorporating these Terms.

• ‘Goods’ means an individual product or good including Software as described in our literature or website and covers all components supplied as part of a Home Access package.

• ‘Normal Working Hours’ means 9am to 5pm on a Working Day.

• ‘Order’ means an order for Goods or Services made by you in accordance with these Terms.

• ‘Order Confirmation’ means our written acceptance of your Order.

• ‘Services’ means service and support provided by us to you.

• ‘Software’ means computer program(s) and associated documentation.

• ‘Working Day’ means Monday to Friday, excluding Bank or other Public holidays.

• ‘Packages’ refers to official Home Access packages.

2. ORDERS 2.1 When you place an Order for Goods or Services, this will be regarded as an offer by you to

purchase the Goods or Services subject to these Terms and we shall not be obliged to accept your offer at our discretion.

2.2 We will send you an Order Acknowledgement on receipt of your Order. This is not an Order


Confirmation or order acceptance by us.

2.3 We will accept your offer and create a contract with you by sending to you an Order Confirmation once we have confirmed availability of the Goods or Services, verified your payment details as necessary and prepared the Goods for dispatch. We reserve the right to obtain validation of your Grant Card and any credit or debit card details before providing you with any Goods or Services.

2.4 The Order Confirmation will be binding on you unless there is an inadvertent discrepancy between the Goods or Services that you ordered and those detailed in the Order Confirmation. You should notify us as soon as you become aware of any such discrepancy.

2.5 If we cannot supply the Goods ordered by you, we will refund any money paid to us in respect of that Order, including carriage charges, up to the value of your grant back to the Grant Card. If you topped up your order with additional funds then the top up amount will be returned to the secondary payment method. You may then select from alternative available packages if required.

2.6 When you place an order, you are undertaking to us that:

(a) all details you provide to us for the purpose of purchasing Goods or Services are correct, and

(b) the Grant Card and any credit or debit card you use to make a purchase from us is your own card, that you are authorised to use it,

and that there are sufficient funds or credit facilities to cover the cost of any Goods or Services you order from us.

3. PRICES AND PAYMENT 3.1 Goods and Services, together with VAT, are invoiced at the price prevailing at the time of your

Order.

3.2 We will not supply Goods or Services to you until the Grant Card payment has been processed.

4. DELIVERY, TITLE AND RISK 4.1 Unless we agree otherwise with you, then we will ensure that Goods are delivered to you no

later than 10 days from the day after you submitted your Order to us. If we cannot deliver Goods to you within 10 days, then we will give you prior notification and arrange an alternative date. If you do not agree to the alternative date, then you are entitled to cancel the Order and receive a full refund.

4.2 We shall use reasonable endeavours to despatch Goods to you by the estimated delivery date, but we shall not accept liability for failure to deliver within the stated time or on a stated day, where this is caused by circumstances beyond our reasonable control, such as delays caused by delivery companies or manufacturer lead times. You will not be entitled to damages or compensation if delivery of Goods does not occur on the estimated delivery date.

4.3 If a delay is likely, we shall contact you to advise of the delay. You are entitled to cancel an Order when advised of a delay if the revised delivery date is not acceptable to you, in which case any money paid will be returned as per section 2.5.

4.4 Delivery is deemed to take place when the Goods are delivered to the address as shown on the Notification of Entitlement letter whereupon the risks of loss, breakage and all damage and all other risks shall pass to you.


4.5 If you cannot accept delivery our courier will, after two delivery attempts, return the Goods to us. You will then receive a full refund as per section 2.5.

4.6 Upon delivery of the Goods, you will be asked to sign a Proof of Delivery to acknowledge safe receipt. It is your responsibility to ensure that where there is evident damage to the packaging, you should either note this on the Proof of Delivery or refuse to accept delivery of the Order.

4.7 We shall not be liable for discrepancies or damage evident on delivery where you accept delivery and sign the Proof of Delivery without amendment.

4.8 You may request a copy of the Proof of Delivery, provided that this request is made within 7 days of the date of delivery and we shall use reasonable endeavours to provide such proof. If you do not make such a request, or notify us in accordance with clause 4.9 then we shall be entitled to assume that all the Goods in your Order have been delivered successfully.

4.9 You should notify us via telephone on 0800 294 4517* as soon as possible and in any event no later than 48 hours after delivery in the event that Goods are found to be damaged on delivery, items are missing, the Goods are not as specified in the Order Confirmation or delivery does not take place on the estimated delivery date. If you need to return any Goods, then please see our Returns policy below.

5. RETURNS AND WARRANTIES 5.1 If you need to return Goods to us, then a Goods Returns Authorisation Number (RAN) must be

obtained from us for each and every return so that we are able to administratively process your return, otherwise we have no means of identifying the Goods being returned. This may result in difficulties in returning monies. You will be provided with a Returns Authorisation Number (RAN) over the phone which must be clearly shown on each parcel returned. Your return must be in the original manufacturer’s packaging (which shall not be defaced) complete with accessories, manuals and documentation. Except in the case of faulty Goods, returned items not complying with these requirements will be rejected. We will arrange for a courier to collect the goods from you at our expense as per section 5.6.c.

5.2 In the event that any Goods Delivered to you do not correspond with the goods in the Order Confirmation, or have been Delivered to you by mistake, then you will be under a duty to take reasonable care of such Goods and to contact our Customer Services team immediately no later than 14 days. We will then arrange for a courier to collect the Goods and replacements to be supplied on a credit and recharge basis.

5.3 Your Right to Cancel

(a) You are entitled to cancel your Order for any reason until, but no later than the end of the 7th Working Day after the day of receipt of the Goods.

(b) You should cancel Goods purchased from us by sending a written notice of cancellation by post or hand delivery addressed to Customer Services at Misco, 10-14 Darby Close, Park Farm South, Wellingborough, Northants NN8 6GS or by fax to 0844 493 5308 or by e-mail to [email protected]

(c) On cancellation of an Order, you must return the Goods to us in their original condition and undamaged. When you cancel an order, you will have to pay the carriage costs for returning the Goods to us unless we have not been able to supply the Goods as ordered and have substituted alternative Goods. You must take reasonable care to ensure that the Goods are properly packaged so that they will not be damaged whilst in transit. If you do not arrange to return the Goods to us, then you are under a duty to make the Goods available for collection at your expense from the address to which they were delivered.



(d) When you cancel an Order, we will refund the full price paid back to the original payment method as per section 2.5. Any direct cost of recovering the Goods (when applicable) will be chargeable to you and must be paid for by an alternative payment method other than the Grant Card.

5.5 Care of Goods to be Returned

Whilst in possession of the Goods you are under a statutory duty to take reasonable care of them. We reserve the right to claim against you for Goods returned which have been made unfit for resale or damaged whilst in your possession.

5.6 Returns of Defective Goods

(a) In the event that Goods are found to be defective at any time please contact our dedicated Home Access support team on 0800 294 4517* and they will advise you of the repair process. We will not charge you for the collection. It is your responsibility to package and secure the Defective Goods prior to collection to prevent damage during their return to us.

(b) We shall at our option repair or replace such Defective Goods (or the defective part). If an identical replacement is not available we may, at our discretion, offer an alternative of equal or better specification provided that you return the Defective Goods to us with all internal and external parts that were delivered with the Goods.

(c) If we have arranged for a courier collection of your product, this will normally occur between 9.00am and 5.30pm. We are unable to specify a precise collection time, and it is your responsibility to ensure that someone will be present at the collection address when the courier arrives.

(d) On receipt by us of the returned Defective Goods, if following the testing process the Defective Goods are found to be in good working order without defect, we will return the Goods to you. Please note that if you have, in the meantime, required us to provide you with replacement Goods before completion of the testing process, you will be liable to pay for these Goods. If, when we examine the Defective Goods, it is evident that the defect has arisen because you have failed to follow Misco’s or the manufacturer’s instructions as to the storage, installation, commissioning, use or maintenance of the Goods, or if you have altered the Goods without our consent then we reserve the right to refuse or limit any repair, replacement or refund.

(e) You should note that we adhere to individual manufacturers’ guidelines in respect of acceptable deviation of quality of certain items. Therefore, we reserve the right not to accept Goods considered by you to be defective if the error or fault is within the manufacturer’s accepted manufacturing tolerances. If you have any doubt, please contact our Customer Services. As an example, due to the current manufacturing methods of active matrix display panels, a small percentage of sub-pixel anomalies (ie a pixel that is stuck on or off) are accepted by the industry as unavoidable. Accordingly, because the manufacturing yield of perfect active matrix panels is low, displays may have some sub-pixels that are either always on or off. The cost of accepting only theoretically perfect displays would almost double the price of a portable computer using an LCD screen.

5.7 Provision of Services

(a) For Services purchased from us, including the installation and configuration of your package, we shall use our skill and expertise to carry out the Services to a standard equivalent to that of a competent computer professional, and shall warrant our work as free from defects, for a period of 30 days after completion. In particular, we cannot be held responsible for any fault or damage not caused by our services



engineers or their contracted agents. In the event of a claim arising relating to the level of skill and judgement applied in the course of providing Services, we reserve at our sole discretion the right to appoint an independent expert in the field to appraise the work carried out in the execution of the Service(s).

(b) We accept no liability for equipment installed or configured by us when the equipment has subsequently been altered or configured by persons other than ourselves or our agents. Except as set out here, all other express or implied terms or warranties relating to the Services are excluded to the fullest extent permitted by law.

6. OUR LIABILITY 6.1 To the fullest extent permissible under applicable law, we disclaim any and all warranties of

any kind, whether express or implied, in relation to our Goods or Services. This does not affect your statutory rights as a consumer, nor does it affect your right to cancel an Order. We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Terms for:

(a) any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or

(b) any loss of goodwill or reputation; or

(c) any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Terms.

6.2 Nothing in the Terms shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.

7. FORCE MAJEURE 7.1 We shall not be liable to you or be deemed to be in breach of contract by reason of any

delay in performing or any failure to perform any of our obligations in respect of the Goods or Services, if the delay or failure was due to any cause beyond our reasonable control. Without prejudice to the generality of the foregoing, the following shall be regarded as causes beyond our reasonable control: act of God, explosion, flood, tempest, fire or accident; war, threat of war, sabotage, insurrection, civil disturbance or requisition; acts, restrictions, regulations, bye-laws, prohibitions or measures of any kind on the part of any governmental, parliamentary or local authority; import or export regulations or embargoes; strikes, lock-outs or other industrial actions or trade disputes (whether involving our employees or of a third party); difficulty in obtaining materials, labour or machinery; and power failure or breakdown in machinery.

7.2 If we are unable to provide you with your Goods within a reasonable time due to circumstances outside our control, we shall either agree a new timescale with you for the delivery of the Goods or either of us may decide to terminate the Order in which case we will return any prepayments that you have made in full as per section 5.2.

8. ERRORS & OMISSIONS 8.1 We make every effort to ensure that all prices and descriptions quoted in our catalogue and

on our website are correct and accurate. In the case of a manifest error or omission, we will be entitled to rescind the contract, notwithstanding that we may already have accepted your Order and/or received payment from you. Our liability in that event will be limited to the return of any money that you have paid in respect of the Order. In the case of a manifest error in relation to price, you will be entitled to purchase the Goods or Services by paying


the difference between the quoted price and the correct price, as confirmed in writing by us after the manifest error has been discovered. A ‘manifest error’, as the term is used in this paragraph, means, in relation to an incorrect price, a price quoted in error by us which is more than 10 per cent less than the price that would have been quoted had the mistake not been made.

9. DATA PROTECTION 9.1 We have a full and detailed privacy statement available at

http://www.misco.co.uk/content/help/privacy.asp

9.2 Website Security. Misco’s website employs the SSL (Secure Socket Layer) encryption standard in all secure areas, including login pages, customer information and payment details. Provided that you are using an SSL-compliant browser, such as Netscape’s Navigator, Microsoft’s Internet Explorer, Opera or Firefox, you will be able to conduct encrypted transactions without fear of an intermediary obtaining your credit card information.

9.3 Data Protection & Data Security. Data is maintained under the provisions of the Data Protection Act (1998), Systemax’s registration number is Z6290748. Systemax may contact you from time to time to verify and update the data Systemax holds on your records.

9.4 Information Automatically Logged. We may use your IP (Internet Protocol) address to help diagnose problems with our server and to administer our website. Your IP address is also used to help gather broad demographic information. A disk-based cookie (non session) is used for identification.

9.5 Registration and data sharing. Our site registration and order form require you to give us contact information (such as name, email, and postal address), unique identifiers (such as username and password), demographic information (such as postcode), and financial information (such as account reference and transaction values). This data is securely stored for use in all our marketing communications and analysis databases.

9.6 Systemax Europe Ltd may share your information with any member of our group, which means our ultimate holding company and its subsidiaries, as defined in section 736 of the UK Companies Act 1985.

9.7 You agree that we may use personal information provided by you in order to conduct appropriate anti fraud checks. Personal information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.

10. TRADE NAMES & TRADE MARKS 10.1 Trade names and marks (other than ours) are not always indications of the actual manufacturer

of a particular product and may rather be indicative of general use systems and machines associated with such products.

10.2 Both parties hereby acknowledge the intellectual property rights of suppliers and manufacturers of the Goods appearing in our sales literature and on our website.

11. GENERAL TERMS OF BUSINESS 11.1 Nothing in these Terms affects your statutory rights as a consumer.

11.2 Any variation of this Agreement must be in writing and signed by a duly authorised Misco or Systemax official.

11.3 You must not transfer any contract made with us under these Terms, as it is personal to you, without written authority from us. This authority will not be refused without good reason.


call:0800 294 4517*

email:[email protected]

web:www.misco.co.uk/homeaccess


11.4 If any part of these Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Terms and shall not affect the validity and enforceability of any of the remaining provisions of the Terms.

11.5 No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.

Misco Home Access Welcome Guide v2

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Transcript of Misco Home Access Welcome Guide v2