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5-year Warranty question for the APX120

alan weir

If purchasing an APX120 unit "brand new" from a seller off Amazon, will the 5 year warranty be honored or does the unit have to be purchased from an authorized seller? These units are being sold from the Sophos Store, by SerenIT.

Many users are having bad experiences with the APX120 being bricked by firmware updates, so I would want the 5 year warranty for such an expensive device.



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[edited by: Erick Jan at 4:29 AM (GMT -8) on 12 Jan 2024]
  • 0

    Hello there,

    Thank you for contacting the Sophos Community.

    We would need to double-check internally, and we will get back to you by Thursday end of the day.

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0

    I would say: It depends on the way the Reseller works. There are certainly reseller, which buy hardware for "themself" and simply ship it to the endcustomer, which is not conform to the way Sophos works. Sophos is a customer based channel - Therefore the Customer has to be listed to us and the reseller sells to the customer. 

    Therefore there are no "Sophos Shops" in the world, only reseller, which streamlined the approach to buy hardware. 

    If you are listed as an official customer by Sophos, you will get the 5year Warranty at purchase date.

    Otherwise, if you come to Sophos with an RMA request, it would look like you "stole" the APX, as Sophos would expect this particular SN based on the Partner, not you as an individual. 

    __________________________________________________________________________________________________________________

  • 0 in reply to emmosophos

    Hello Alan,

    Adding to what Luca mentioned, I was told that the customer has to be the original purchaser of the appliance from the Sophos/Partner according to https://www.sophos.com/en-us/legal/hardware-warranty-policy, there is no other restriction where the unit must be purchased.

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • 0 in reply to emmosophos

    I did receive a reply from the seller and they claim they are a Sophos partner:

    Hello, Thank you for reaching out. We are a Sophos partner and any device purchased from our store will be eligible for Sophos' 5-year warranty. Please let us know if you have any questions or concerns and we will be happy to address them. Have a wonderful rest of your day, Erika M SerenIT on Amazon

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