DroboCare Frequently Asked Questions (FAQ)


Article Id: AA-01191 Last updated date: 11-30-2017

Q: What do I get with my Standard Warranty? What do I get with DroboCare?

DroboCare is simple, powerful protection for your Drobo storage. The DroboCare support program extends your peace of mind beyond the standard warranty term and phone support included with your Drobo purchase. In fact, DroboCare gives you more, even during your standard warranty period. For more information:http://www.drobo.com/protect-your-data-and-get-extra-peace-of-mind-for-the-new-year-with-drobocare/

With Standard Warranty Support is available through our online support portal during standard business hours, here you also have access to our knowledge base articles, Community Support Forums and User Guides. Create an account, then Submit a New Ticket using our online Support Portal and an agent will follow up with you.



1 Sold by an authorized Drobo Inc. Reseller and unit is still under standard warranty or currently protected by DroboCare. Terms of renewal may vary by region, please contact your local reseller or Drobo sales office.
2 DroboCare must be activated within 30 days of DroboCare purchase.
3 Availability of technical support is subject to local business hours.
4 Order must be received by 1pm local time for same-day shipment (weather and product availability permitting).

http://drobo.wpengine.netdna-cdn.com/downloads/docs/DroboCare-Variations-by-Jurisdiction-March-2014.pdf

http://drobo.wpengine.netdna-cdn.com/downloads/docs/EULA-and-Standard-Warranty-March-2014.pdf

 

Q: How do I purchase DroboCare?

If your Drobo is still under standard warranty (1-2 years depending when and where you purchased your Drobo)or currently covered by a DroboCare contract, you can purchase DroboCare at the in-warranty price. In order to verify your warranty, log in to your Account, if you do not have an account you can easily set one up by going to: 

Drobo Support Page

Once you have created an account and have logged in, select Register Product. Select the Drobo to view your DroboCare options.

Once you have purchased DroboCare and have activated, your Drobo is protected by DroboCare for the duration of that contact.  

Q: My Drobo is no longer under warranty. Can I purchase DroboCare?

You can no longer purchase DroboCare if the Drobo is no longer covered under Warranty,  also see End Of Sale.  

IMPORTANT NOTE: DroboCare cannot be purchased for units in which the Warranty has been voided, i.e. by opening the unit in an attempt to repair or by use of the unit in a manner in which it was not designed.  Please see the EXCLUSIONS AND LIMITATIONS section of the Warranty terms at the links below.

http://drobo.wpengine.netdna-cdn.com/downloads/docs/DroboCare-Variations-by-Jurisdiction-March-2014.pdf

http://drobo.wpengine.netdna-cdn.com/downloads/docs/EULA-and-Standard-Warranty-March-2014.pdf

Q: When should I purchase DroboCare for my Drobo?

DroboCare can be purchased anytime during the Standard Warranty period. 
You should purchase DroboCare BEFORE the standard warranty or active DroboCare contract expires, but no more than 30 days before expiration. Keep in mind that your DroboCare contract must be activated within 30 days of purchase. Please plan accordingly. See the scenarios below for the specific situation that applies to you.

Q: How do I activate my DroboCare contract?

To activate your DroboCare contract, go to myproducts.drobo.com and login to your Support Account. Once logged in, select the Drobo, click Activation Key. 

 

Q: What happens if I don't activate my DroboCare within 30 days of purchase?

A: If you have purchased DroboCare and do not "activate" your DroboCare with in 30 days of purchase, your Drobo will be ineligible to receive support.

 

Q: How many years of DroboCare can I buy? Are there any restrictions?

You can buy DroboCare in one-year increments for a maximum of 5 years after the purchase date(depending on product)as long as your Drobo is sold by an authorized Drobo, Inc. Reseller AND the unit is still under standard warranty or currently protected by DroboCare.

IMPORTANT NOTE: DroboCare cannot be purchased for units in which the Warranty has been voided, i.e. by opening the unit in an attempt to repair it, or by use of the unit in a manner in which it was not designed for.  For details, please see the EXCLUSIONS AND LIMITATIONS section of the Warranty terms at the links below.

http://drobo.wpengine.netdna-cdn.com/downloads/docs/DroboCare-Variations-by-Jurisdiction-March-2014.pdf

http://drobo.wpengine.netdna-cdn.com/downloads/docs/EULA-and-Standard-Warranty-March-2014.pdf

 

Q: What accessories does DroboCare cover ?

The Face Plate, Power Supply & power cable, data cables and B1200i spares kit.

 

Q: How do I check my Drobo's warranty and DroboCare coverage dates?

The Drobo must be registered. Login to Support Portal, you can check the status of your contract(s) by logging into your account, selecting the Drobo and scroll down to Entitlements.

 

Q: What should I do if the dates listed in my support account profile are incorrect?

If you look at your profile and notice that the dates listed for purchase date (affects Standard Warranty) and/or DroboCare appear to be incorrect, please submit the following in order for us to verify and correct these dates for you:

  • Invoice from purchase of your Drobo to verify installation date and beginning of Standard Warranty period
  • Whether or not your Drobo has been replaced under warranty or DroboCare
  • Screen shot from the Drobo Dashboard’s “Tools” tab which shows the Serial Number of the product in question
  • DroboCare purchase confirmation email

Submit to DroboCare@Drobo.com 

 

Q: I just bought a used Drobo from a friend. The Drobo has an active DroboCare contract. Does the DroboCare contract transfer?

A: No, DroboCare contracts are not transferrable. A used Drobo and/or one purchased from someone who is not a Drobo, Inc authorized reseller is considered out of warranty.  This applies to both the original standard warranty and DroboCare. 

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Q: What is the difference between Hardware Exchange and Advanced Replacement if I have to return my Drobo? Who pays for shipping*?

Hardware Exchange is the standard replacement policy, whereby Drobo ships a replacement unit only after receiving your defective unit. Customers pay to ship the unit to the repair center. This applies to any Drobo covered under the Standard Warranty. Customers must obtain an RMA number BEFORE shipping the defective unit. If your Drobo is covered under DroboCare, you are entitled to Advanced Replacement, whereby Drobo ships the replacement unit as soon as arrangements are confirmed with support. You do not have to wait for your defective unit to arrive at the repair center before the replacement ships. Drobo pays shipping costs in both directions*. When you receive your Advanced Replacement unit, a pre-paid shipping label is included for the return of your defective unit.

*NOTE: There are some countries where the customer is responsible for the cost of shipping their Drobo to the regional repair center or Advanced Replacement is not available. Please see In what countries is DroboCare currently available and which ones are entitled to same day shipping.  For further details, including any footnotes.

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Q: If I have DroboCare, do I have to supply a credit card in order to receive a replacement for my broken Drobo?

Yes, credit cards are required in order to receive a replacement for a Drobo that is covered by DroboCare.  Please be aware that if you fail to return the broken Drobo, your DroboCare contract will be cancelled and your credit card can be charged.

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Q: What precautions should I take, related to hard drives and data, before I return my Drobo?

Before you deliver your Drobo for warranty service, it is your responsibility to keep a separate backup copy of the system software, application software and data, and disable any security passwords. You will be responsible for reinstalling all such software, data and passwords. Drobo and its Authorized Resellers are not liable for any damage to or loss of any programs, data, or other information stored on any media, or any non-Drobo product or part not covered by the standard warranty. Recovery and reinstallation of system, application software, and user data are not covered under the standard warranty.

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Q: In what countries is DroboCare currently available, and which countries offer same day shipping?                                              

North America  Europe, Middle East, Africa (EMEA) Asia, Asia Pacific (APAC)
 Canada            Austria                                  Belgium   American Samoa2
 Puerto Rico2           Bulgaria                               Cyprus  Australia3  
 United States**            Czech Republic                  Denmark   Guam2
 U.S. Virgin Islands2           Estonia                                 Finland  Northern Mariana Islands2
            France                                  Germany   
           Greece                                  Hungary          
            Iceland                                 Ireland   
            Italy                                       Latvia   
            Liechtenstein                     Lithuania   
            Luxembourg                       Malta   
            Netherlands                       Norway   
            Poland                                 Portugal   
     

 

 

** Including US military sites based in any of the countries listed above. If the base is in another country, customer is responsible for the cost of returning the unit.

1 Please contact your local Reseller/Distributor.  If you need help finding a local Reseller/Distributor, please email APACSales@drobo.com.

2 Customer is responsible for the cost of returning the unit.

3 Service provide by local partners.

NOTE:  The countries highlighted in RED offer same business day shipping with the purchase of DroboCare.  Order must be received by 1pm local time for same day shipping.  See DroboCare terms for same day express shipping restrictions.

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Q: I bought a Drobo from a local reseller but see that Drobo support is not available in the country where I live. What are my options?

Please contact the reseller where you purchased your Drobo and inquire about support options.

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Q: I have DroboCare and I just moved to a country where DroboCare is not available. What are my options?

You may call Drobo technical support for assistance during the term of your DroboCare contract. If your Drobo requires repair, you are responsible for all expenses to send the unit (both directions) to and from our regional logistics facility, including shipping, VAT, taxes and duties. Note that this also applies to the Standard Warranty.

 

If you purchased your Drobo AND a DroboCare contract before October 1, 2009:

All existing Standard Warranties or DroboCare contacts purchased BEFORE October 1, 2009 will be fully honored in accordance with the terms and conditions that applied when purchased. See link above for details. This means that your DroboCare contract started when the standard warranty expired, thus adding 12 months to your warranty.

If you want to purchase a DroboCare contract to continue your coverage, you should purchase the contract no more than a month before the end of your existing standard warranty (or DroboCare contract) expires and then activate it as close to the end of your warranty as is reasonable. Otherwise, your new contract, which starts immediately upon activation, would be duplicate coverage during the overlapping period. Remember that you must activate your DroboCare contract within 30 days of purchase.

For example, if you purchased a Drobo on September 1, 2008, and then purchased DroboCare on September 1, 2009, you should purchase DroboCare no more than 30 days before September 1 and activate your new DroboCare contract as close to September 1, 2010 as possible. This would extend the coverage on your Drobo to September 1, 2011.

If you purchased your Drobo before October 1, 2009 and then purchased a DroboCare contract after October 1, 2009:

In this scenario, your standard warranty includes 12 or 24 months (depending upon the product and country) of technical support and Advanced Replacement. These benefits are also part of the DroboCare program. As in the example above, you should purchase your DroboCare contract no more than 30 days before your current warranty (or DroboCare contract) expires and then activate as close to the end of your standard warranty (or DroboCare contract)as is reasonable. For example, if you purchased a Drobo on April 1, 2009, you should purchase and activate your new DroboCare contract as close to April 1, 2010 as possible. This would extend your coverage to April 1, 2011. If you activated your contract, for example, on March 1, 2010, then your coverage would expire 12 months from that date, March 1, 2011.

If you purchased your Drobo AFTER October 1, 2009:

In this situation, your Drobo is still under hardware warranty (one or two years, depending upon the product and the country). The Hardware Exchange program applies if the Drobo needs to be replaced. This means you pay to ship the Drobo to the repair center and Drobo, Inc. pays the shipping costs for the replacement unit. The standard warranty for tech support is 90 days.

Starting on the date of activation of a DroboCare contract, you will be covered for technical support and Advanced Replacement for 12 months. This 12-month period is independent of any remaining time on your standard or hardware warranties. It is NOT applied to the end of the standard warranty. You are eligible, however, for the enhanced warranty benefits right away.