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Your Reliable Source for Laptop Service & Parts


Frequently Asked Questions

We recommend that, to ensure ease of accessability and minimal confusion, you read the FAQ before proceeding any further with purchases, RMAs, and inquiries through our email and instant messaging services.

CONTENTS

Site Information
- Who runs the site?
- How long has the site been around?

Item Purchasing Information
- What is the quality of your products?
- How do you ship?
- Do I have to register with your website to order parts?
- Why are purchases from outside the United States not accepted online?
- Can I place an order through the phone?
- What happens when an item I am looking for is not listed on the website?
- My order has not arrived yet.
- I wish to return the items I ordered.

RMA Information
- What is an RMA?
- What is the RMA process?
- I require technical assistance.
- My unit is in warranty.
- Where do I obtain an RMA number?
- What is the general repair turnaround time?
- How much will the repairs cost?
- If I don't want to pay what's listed on the quote...
- What do I do to check my RMA status?

Contacting Information
- How long should I wait for a response to my email?
- No one has answered my instant messaging queries in a while.

Other Questions
- How are you related to Averatec?
- Why "Fremontek"?


Site Information
- Who runs the site?
Fremontek.com is maintained by a small group of webmasters at Fremontek headquarters.

- How long has the site been around?

The original Fremontek.com online store debutted in late December 2007. The current format has been in place since August 2008.
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Item Purchasing Information
- What is the quality of your products?
Our components are supplied directly from the manufacturer. For rare and special orders, we obtain them from our other licensed affiliates. All items are new unless otherwise stated in the item description itself.

- How do you ship?

We utilize the services of FedEx and UPS at our own discretion; thus, shipments to P.O. boxes cannot be processed. Also, our contract with either courier requires an adult signature upon delivery, given the nature of the contents that we provide.

- Do I have to register with your website to order parts?

Yes, registering with our website is a requirement in order to purchase items. This step allows us to contact you with service, updates, news, and tracking information.

- Why are purchases from outside the United States not accepted online?

Orders outside the U.S. are subject to fluxuating tax and duty fees, and the limitations of our website cannot compensate for them. The only international credit card we accept is Canadian and we request that these orders as well as ones from overseas be placed through one of our customer service representatives by calling 510-824-6751 (note that these orders are subject to delayed processing time). International orders other than Canadian can only be processed through wire transfer.

- Can I place an order through the phone?

We strongly encourage users to order parts through our website as it is safe and convenient for both parties. Orders through the phone is acceptable but will be subject to delayed processing time. If you are ordering to ship to Canada or overseas, you will have to order through the phone anyway.

- What happens when an item I am looking for is not listed on the website?

It is likely that the item you are searching for is either on back-order or is no longer available. You are welcome to inquire about the availability of our parts by calling us or by email at orders@fremontek.com.

- My order has not arrived yet.

Check the email you provided upon registering with Fremontek.com. Periodic emails are sent to update you with the status of your order. If a tracking number is available, you can monitor its progress through the courier's website.

- I wish to return the item/s I ordered.

Returns must be carried out through one of our customer service representatives. Call 510-824-6751 and be prepared to provide your order number and a description of why you are returning the item. A return number must be issued to you prior to mailing the item in. All returns are subject to a 15% restocking fee and shipping is not refundable.
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RMA Information
- What is an RMA?
RMA is an acronym for "Return Merchandise Authorization". Everytime a product goes back to the manufacturer or repair facility for service, an RMA number is issued to the user to keep track of who the product belongs to, what is wrong with it, what needs to be done, etc.

- What is the RMA process?

You will need an RMA number to send your system in to us first. We will perform a full systems diagnostic on your machine to ascertain what is wrong with your laptop and if there is anything else wrong with it that you may or may not be aware of. Once we have compiled the results, we will email you a quote in which you can call, fax, or email back with your payment information. Then, we will fix your laptop and return the system to you.

- I require technical assistance.

Fremontek is only an out-of-warranty repair facility and does not have a technical support team. You will have to contact the original manufacturer for that level of support.

- My unit is in warranty.

You should contact Averatec or the group you are warranted under to ascertain how their terms will be handled through us or with another party.

- Where do I obtain an RMA number?

Please fill out the RMA Request Form at the top of the page to the best of your ability. A representative will email you with an assigned RMA number and instructions on where and how to ship your laptop to us.

- What is the general repair turnaround time?

Laptop repairs take 7-10 business days, not including shipping time. The time can be extended if inaccurate contact information is provided or if we are simply unable to contact the customer. The repair time can also be extended if we are asked to back up any data on the system.

- How much will the repairs cost?

Laptop repairs are divided by labor, shipping, and parts. Labor is a flat rate of $50 to $95 depending on the amount of work done, and by default, regular Ground shipping is $25 (faster shipping methods are available). Parts depend on the nature of the problem but they are listed on our website. If you have your own shipping account, we are more than willing to utilize that for the return shipping.

- If I don't want to pay what's listed on the quote...

Not everything written on the quotation needs to be paid for. Everything we list apart from the labor, shipping, and tax (if applicable) is an optional repair (though we do recommend that you address it); but of course, some components may be more important fixes than others. If there is an item you do not wish to pay for at this time, you are welcome to cross the item out and specify a different total before sending us your payment information. If you simply do not want to fix the laptop at all, we can return the laptop to you for our minimum fee of $50 diagnostic labor and $25 return Ground shipping - $75 in total.

- What do I do to check my RMA status?
Click on Repair Status Check at the top of the page and be prepared to input your RMA number where it asks for it.
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Contacting Information
- How long should I wait for a response to my email?
Please wait up to two business days to have your email query responded to.

- No one has answered my instant messaging queries in a while.

The representatives who answer the instant messages are a select few of Fremontek's employees and are not always available to respond quickly. Rest assured, however, that they will answer your questions so long as you leave the chat open.
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Other Questions
- How are you related to Averatec?
Fremontek is an authorized out of warranty repair facility for Averatec laptops.

- Why "Fremontek"?
We originally vouched to be called "Fremontec" to better associate our partnership with Averatec, but that name had already been copyrighted. Fremontek is named after the city that our company is based in: Fremont, California.
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