Warranty & Replacement

Effective Date: June 25, 2025
Last Updated: June 25, 2025

1. OVERVIEW

This Warranty and Replacement Policy outlines the warranty coverage, replacement procedures, and support services for all QuickBooks Desktop digital products sold by Firmquick, including QuickBooks Pro, Premier, and Pro Plus. As an authorized reseller of Intuit products, we coordinate warranty services between customers and the manufacturer while providing our own digital delivery warranties.

This policy covers both Firmquick’s digital delivery warranties and Intuit’s manufacturer warranties, ensuring comprehensive protection for our customers’ QuickBooks software investments.

IMPORTANT: Firmquick specializes exclusively in digital delivery of QuickBooks Desktop software. All warranty and replacement services are provided for digitally delivered products only.

2. TYPES OF WARRANTY COVERAGE

2.1 Firmquick Digital Delivery Warranty

Coverage Period: 90 days from date of digital delivery

What We Warrant:

• Digital Delivery: Successful delivery of complete, uncorrupted installation files
• License Validity: Functional, unregistered license keys that activate properly
• File Integrity: Installation files free from corruption or malware
• Complete Package: All advertised components included in delivery
• Technical Accuracy: Product delivered matches description and specifications
• Email Delivery: Reliable delivery through our secure email systems

What We Don’t Warrant:

• Software functionality (covered by Intuit manufacturer warranty)
• Customer system compatibility beyond published requirements
• User training or software usage assistance
• Data migration or conversion services
• Third-party software integration
• Customer’s internet connectivity or email systems

2.2 Intuit Manufacturer Warranty

Coverage Period: Varies by product (typically 90 days to 1 year)

Manufacturer Warranty Covers:

• Software defects and programming errors
• Product functionality as advertised
• Updates and patches for covered period
• Technical support from Intuit
• Software replacement for defective products
• Documentation accuracy and completeness

Manufacturer Warranty Exclusions:

• User error or misuse
• Hardware compatibility issues
• Operating system problems
• Third-party software conflicts
• Data loss or corruption
• Unauthorized modifications

2.3 Extended Warranty Options

Available Through Third Parties:

• Extended manufacturer support plans
• Enhanced technical support packages
• Priority customer service tiers
• Training and consultation services
• Data backup and recovery services

3. WARRANTY CLAIM PROCEDURES

3.1 Determining Warranty Type

Firmquick Digital Delivery Issues:

• Download failures or corrupted files
• Invalid or non-functional license keys
• Missing components in digital delivery
• Email delivery problems
• Incorrect product delivered

Intuit Manufacturer Issues:

• Software crashes or errors
• Feature malfunctions
• Installation problems (not delivery-related)
• Performance issues
• Software compatibility problems

3.2 Filing Warranty Claims with Firmquick

Step-by-Step Process:

1. Contact Customer Service: Email contact@firmquick.com or call (707) 314-6045
2. Provide Information:
   
   • Order number and purchase date
   • Detailed description of the issue
   • Screenshots or error messages
   • System specifications (if relevant)
3. Initial Assessment: Our team evaluates the claim within 24 hours
4. Documentation: Provide any additional requested information
5. Resolution: Receive replacement download or refund as appropriate

3.3 Filing Warranty Claims with Intuit

Manufacturer Warranty Process:

1. Initial Contact: Contact Firmquick for guidance and assistance
2. Documentation Preparation: We provide proof of purchase and license information
3. Direct Contact: Contact Intuit support with Firmquick documentation
4. Firmquick Assistance: We coordinate with Intuit on your behalf when needed
5. Resolution Coordination: We ensure proper resolution of manufacturer issues

3.4 Required Documentation

For All Warranty Claims:

• Original order confirmation email
• Purchase receipt or invoice
• Product license key information
• Detailed problem description
• System specifications
• Screenshots or error logs (when applicable)

4. REPLACEMENT PROCEDURES

4.1 Digital Product Replacement

Immediate Replacement Scenarios:

• Corrupted download files
• Invalid license keys
• Incomplete digital delivery
• Wrong product version delivered
• Email delivery failures

Replacement Process:

1. Verification: Confirm original purchase and issue
2. New Delivery: Generate fresh download links and license keys
3. Expedited Service: Priority processing for business customers
4. Confirmation: Verify successful replacement delivery
5. Old License Deactivation: Invalidate defective licenses when necessary

4.2 Emergency Replacement Service

Same-Day Replacement Available For:

• Business-critical software failures
• License key activation problems
• Corrupted installations during business hours
• Technical emergencies affecting operations

Emergency Procedures:

• Contact: Call (707) 314-6045 and select emergency option
• Verification: Rapid identity and purchase confirmation
• Immediate Action: New download links sent within 2 hours
• Follow-up: Confirmation of successful installation
• Documentation: Formal warranty claim processing

4.3 Advance Replacement Program

For Business Customers:

• Pre-approved Replacements: Immediate replacement before return of defective product
• Credit Card Authorization: Temporary hold for replacement value
• Business Continuity: Minimal downtime for critical operations
• Streamlined Process: Dedicated business support team
• Volume Licensing: Special procedures for multi-user environments

5. CALIFORNIA WARRANTY PROTECTIONS

5.1 Song-Beverly Consumer Warranty Act

California residents receive enhanced protections:

• Implied Warranties: Cannot be disclaimed for consumer goods
• Warranty Period: Minimum warranty periods established by law
• Repair Obligations: Right to repair or replacement for defective products
• Lemon Law Protection: Multiple replacement rights for persistent defects
• Consumer Remedies: Enhanced refund and replacement rights

5.2 California Civil Code Section 1793.2

Warranty Obligations:

• Conforming Products: Right to products that work as advertised
• Reasonable Repair Period: Timely resolution of warranty issues
• Replacement Rights: New product if repair attempts fail
• Refund Rights: Full refund after unsuccessful repair attempts
• No Charge Service: Warranty repairs at no cost to consumer

5.3 California Unruh Civil Rights Act

Equal Treatment Provisions:

• Non-discrimination: Equal warranty service regardless of protected characteristics
• Accessibility: Accommodations for customers with disabilities
• Fair Treatment: Consistent application of warranty policies
• Language Services: Assistance for non-English speaking customers

5.4 California Consumer Privacy Act (CCPA)

Warranty Data Protection:

• Minimal Collection: Only necessary data for warranty processing
• Secure Storage: Protected handling of customer information
• Data Rights: Customer rights to access and delete warranty records
• Transparency: Clear disclosure of data use in warranty processing

6. TECHNICAL SUPPORT AND WARRANTIES

6.1 Firmquick Technical Support

Installation and Delivery Support:

• Installation Guidance: Basic installation assistance
• Download Problems: Resolution of delivery-related issues
• License Activation: Help with initial software activation
• System Requirements: Compatibility verification assistance
• Email Delivery: Troubleshooting delivery problems

Support Limitations:

• Software Training: Not included (refer to Intuit resources)
• Data Migration: Not covered under warranty
• Advanced Configuration: Refer to Intuit or certified consultants
• Third-party Integration: Outside scope of warranty coverage
• Ongoing Maintenance: Customer responsibility after installation

6.2 Intuit Manufacturer Support

Comprehensive Software Support:

• Technical Assistance: Software functionality problems
• Bug Fixes: Updates and patches for software issues
• Feature Support: Help with software features and capabilities
• Compatibility Issues: Assistance with system compatibility
• Performance Problems: Optimization and troubleshooting

Accessing Intuit Support:

• Direct Contact: Use Intuit’s support portal or phone
• Firmquick Assistance: We help facilitate contact with Intuit
• Documentation: We provide purchase verification to Intuit
• Coordination: We coordinate complex warranty issues
• Escalation: We assist with support escalation when needed

6.3 Warranty Support Hours

Firmquick Warranty Support:

• Monday-Friday: 9:00 AM to 6:00 PM PST
• Email Support: contact@firmquick.com
• Phone Support: (707) 314-6045
• Emergency Support: Available for business-critical issues
• Response Time: Within 24 hours for warranty claims

Intuit Support Hours:

• Varies by Support Plan: Basic to premium support tiers
• Extended Hours: Available for paid support plans
• Online Resources: 24/7 access to knowledge base
• Community Support: User forums and community assistance

7. WARRANTY EXCLUSIONS AND LIMITATIONS

7.1 Firmquick Warranty Exclusions

Not Covered by Our Digital Delivery Warranty:

• User Error: Incorrect installation or configuration
• System Problems: Customer’s computer or network issues
• Compatibility: Hardware or software compatibility beyond requirements
• Third-party Software: Conflicts with other installed software
• Data Issues: Customer data problems or corruption
• Modification: Unauthorized changes to software or licenses
• Misuse: Use contrary to software terms and conditions

7.2 Manufacturer Warranty Exclusions

Intuit Warranty Limitations:

• Normal Wear: Typical software aging and performance changes
• User Modifications: Unauthorized changes or customizations
• Environmental Factors: Problems caused by external factors
• Improper Use: Use outside intended parameters
• Force Majeure: Issues beyond manufacturer control
• End of Life: Products past official support periods

7.3 General Warranty Limitations

Overall Limitations:

• Consequential Damages: Not liable for business losses or data loss
• Indirect Damages: No coverage for secondary effects
• Time Limitations: Warranty claims must be made within coverage periods
• Geographic Restrictions: Limited to supported regions and countries
• Transfer Limitations: Warranties may not transfer with software licenses

8. WARRANTY PERIOD DEFINITIONS

8.1 Firmquick Digital Delivery Warranty Periods

• Standard Products: 90 days from digital delivery date
• Business Products: 90 days from activation date
• Custom Configurations: 60 days from delivery date
• Promotional Products: May have reduced warranty periods
• Volume Licenses: 90 days from first license activation

8.2 Intuit Manufacturer Warranty Periods

• QuickBooks Pro: Typically 90 days from purchase
• QuickBooks Premier: Typically 90 days from purchase
• QuickBooks Pro Plus: Ongoing as part of subscription
• Enterprise Solutions: Varies by licensing agreement
• Legacy Versions: May have limited or expired coverage

8.3 Warranty Period Calculation

Start Dates:

• Digital Delivery: Date download links are first sent
• License Activation: Date software is first activated
• Installation: Date of successful software installation
• Registration: Date software is registered with Intuit

End Dates:

• Calendar Days: Warranty periods counted in calendar days
• Business Days: Some manufacturer warranties use business days
• Anniversary Dates: Annual renewals for subscription products
• Version Updates: May reset warranty periods for major updates

9. REPLACEMENT PRODUCT SPECIFICATIONS

9.1 Replacement Product Standards

Equivalent Products:

• Same Version: Identical software version and year
• Same Features: All originally purchased features included
• Same Licensing: Identical license terms and user counts
• Updated Components: May include newer patches or updates
• Fresh Licenses: New, unregistered license keys provided

9.2 Upgrade Replacements

When Available:

• Version Upgrades: Newer version may be provided at no charge
• Feature Enhancements: Additional features in replacement product
• Improved Compatibility: Better system compatibility in newer versions
• Security Updates: Enhanced security in replacement products
• Performance Improvements: Optimized performance in newer releases

9.3 Replacement Delivery Methods

Standard Delivery:

• Email Delivery: Same method as original purchase
• Secure Download: Protected download links with expiration
• License Keys: Fresh activation keys for replacement product
• Documentation: Complete installation and setup instructions
• Support Information: Updated contact and support details

Expedited Delivery:

• Priority Processing: Faster generation and delivery
• Multiple Delivery Methods: Email plus backup delivery options
• Dedicated Support: Direct line to warranty support team
• Installation Assistance: Enhanced technical support for replacement
• Verification Services: Confirmation of successful replacement

10. BUSINESS AND ENTERPRISE WARRANTY

10.1 Enhanced Business Warranty

Additional Business Protections:

• Extended Periods: Longer warranty coverage for business customers
• Priority Support: Faster response times for warranty claims
• Advanced Replacement: Immediate replacement before return
• Dedicated Support: Assigned support representatives
• Custom Solutions: Tailored warranty terms for large deployments

10.2 Volume Licensing Warranty

Multi-License Coverage:

• Centralized Management: Single point of contact for all licenses
• Bulk Replacements: Efficient handling of multiple license issues
• License Pooling: Flexible replacement allocation across organization
• Administrative Support: Assistance with license management
• Compliance Assistance: Help maintaining license compliance

10.3 Enterprise Support Services

Premium Support Options:

• 24/7 Emergency Support: Round-the-clock assistance for critical issues
• On-site Support: Field support for complex installations
• Remote Diagnostics: Advanced technical diagnosis and resolution
• Proactive Monitoring: Preventive maintenance and issue detection
• Custom Integration: Warranty coverage for custom configurations

11. WARRANTY TRANSFERS AND ASSIGNMENTS

11.1 License Transfer Warranty

When Transfers Are Permitted:

• Business Sales: Warranty may transfer with business acquisition
• Asset Transfers: Warranty follows software asset transfers
• Organizational Changes: Internal transfers within same company
• Permitted Assignments: Transfers allowed by license terms
• Documented Transfers: Proper transfer documentation required

11.2 Transfer Procedures

Transfer Requirements:

1. Original Owner Consent: Written authorization from current owner
2. Transfer Documentation: Completed transfer forms and agreements
3. License Verification: Confirmation of valid, transferable license
4. New Owner Verification: Identity verification of transfer recipient
5. Warranty Assignment: Formal assignment of remaining warranty coverage

11.3 Transfer Limitations

Restrictions on Transfers:

• One-Time Transfer: Most licenses allow only one transfer
• Time Limitations: Transfers must occur within specified periods
• Condition Requirements: Software must be fully uninstalled from original system
• Documentation Required: Comprehensive transfer documentation needed
• Approval Process: Transfer subject to manufacturer approval

12. WARRANTY CLAIM PROCESSING

12.1 Claim Evaluation Process

Step-by-Step Evaluation:

1. Initial Review: Verify warranty coverage and claim validity
2. Technical Assessment: Evaluate technical aspects of the claim
3. Documentation Review: Examine all supporting documentation
4. Manufacturer Coordination: Consult with Intuit when necessary
5. Resolution Determination: Decide on appropriate remedy
6. Customer Communication: Inform customer of resolution plan

12.2 Claim Resolution Timeline

Standard Processing Times:

• Simple Claims: 24-48 hours for basic digital delivery issues
• Complex Claims: 3-5 business days for technical evaluations
• Manufacturer Claims: 5-10 business days including Intuit coordination
• Emergency Claims: Same day or next business day resolution
• Appeal Process: Additional 5-7 business days for disputed claims

12.3 Quality Assurance

Claim Processing Quality Control:

• Supervisor Review: Management oversight of claim decisions
• Customer Satisfaction: Follow-up to ensure resolution effectiveness
• Process Improvement: Regular review and enhancement of procedures
• Training Updates: Ongoing staff training on warranty procedures
• Compliance Monitoring: Regular audit of warranty claim handling

13. DISPUTE RESOLUTION

13.1 Warranty Dispute Process

Internal Resolution Steps:

1. Customer Service Review: Initial review with customer service supervisor
2. Technical Team Consultation: Advanced technical evaluation if needed
3. Management Review: Escalation to management for policy exceptions
4. Legal Compliance Review: Verification of consumer protection law compliance
5. Final Resolution: Definitive resolution with full explanation

13.2 External Dispute Options

California Residents:

• Department of Consumer Affairs: State consumer protection agency
• Better Business Bureau: Industry mediation services
• Small Claims Court: For qualifying monetary disputes
• Attorney General: Consumer protection division assistance
• Private Mediation: Voluntary dispute resolution services

All Customers:

• Manufacturer Support: Direct escalation to Intuit when appropriate
• Industry Arbitration: Professional arbitration services
• Legal Consultation: Independent legal advice and representation
• Consumer Advocacy: Consumer protection organization assistance

13.3 Alternative Resolution Methods

Flexible Resolution Options:

• Partial Refunds: Monetary compensation for partial defects
• Store Credit: Future purchase credits for warranty issues
• Extended Support: Additional technical support as remedy
• Upgrade Options: Product upgrades in lieu of replacement
• Service Credits: Credits for future services as compensation

14. INTERNATIONAL WARRANTY COVERAGE

14.1 International Customer Support

Global Warranty Coverage:

• Same Basic Coverage: Equivalent warranty protection for international customers
• Local Law Compliance: Adherence to applicable international consumer protection laws
• Currency Considerations: Warranty remedies in appropriate currency
• Communication Support: Multi-language support when available
• Time Zone Coordination: Extended support hours for international customers

14.2 International Processing Considerations

Special Procedures:

• Extended Timelines: Additional time for international coordination
• Documentation Requirements: Additional verification for international claims
• Shipping Considerations: International delivery for replacement products
• Regulatory Compliance: Compliance with export and import regulations
• Tax Implications: International tax considerations for warranty replacements

15. WARRANTY RECORDS AND DOCUMENTATION

15.1 Record Keeping Requirements

Comprehensive Documentation:

• Purchase Records: Complete transaction and delivery documentation
• Warranty Claims: Detailed records of all warranty claims and resolutions
• Customer Communications: Full communication history for warranty issues
• Technical Assessments: Documentation of technical evaluations and findings
• Resolution Tracking: Complete tracking of warranty claim outcomes

15.2 Customer Access to Records

Available Information:

• Warranty Status: Current warranty coverage information
• Claim History: Previous warranty claims and resolutions
• Product Information: Complete product and license details
• Support History: Record of technical support interactions
• Documentation Downloads: Access to original purchase documentation

15.3 Privacy and Security

Data Protection:

• Secure Storage: Protected storage of warranty and customer information
• Access Controls: Limited access to authorized personnel only
• Privacy Compliance: Full compliance with CCPA and privacy regulations
• Data Retention: Appropriate retention periods for warranty documentation
• Customer Rights: Customer access, correction, and deletion rights

16. POLICY UPDATES AND MODIFICATIONS

16.1 Warranty Policy Changes

Policy Update Procedures:

• Legal Compliance: Updates to maintain compliance with changing laws
• Manufacturer Changes: Adjustments to align with Intuit policy changes
• Customer Feedback: Improvements based on customer experience
• Industry Standards: Updates to meet evolving industry standards
• Business Operations: Changes to improve operational efficiency

16.2 Customer Notification

Change Communication:

• Email Notifications: Direct notification to all registered customers
• Website Updates: Prominent posting of policy changes
• Purchase Confirmations: Updated policy information in confirmations
• Customer Service Training: Staff training on policy changes
• 30-Day Notice: Advance notice for changes affecting customer rights

16.3 Grandfathering Provisions

Existing Customer Protection:

• Current Warranties: Existing warranties honored under original terms
• In-Process Claims: Current claims processed under original policy
• Customer Choice: Option to choose beneficial policy changes
• Transition Period: Reasonable time for customer adaptation
• No Retroactive Restrictions: No retroactive application of limiting changes

17. CONTACT INFORMATION AND SUPPORT

17.1 Warranty Support Contacts

Primary Warranty Support:

• Email: contact@firmquick.com (Subject: “Warranty Claim – Order #[Number]”)
• Phone: (707) 314-6045
• Hours: Monday-Friday, 9:00 AM to 6:00 PM PST
• Emergency: Priority line for business-critical warranty issues
• Response Time: Within 24 hours for warranty inquiries

17.2 Technical Warranty Support

Specialized Technical Assistance:

• Email: support@firmquick.com
• Phone: (707) 314-6045 (option 2)
• Remote Support: Available by appointment for complex issues
• Screen Sharing: Advanced technical diagnosis when needed
• Coordination: Direct coordination with Intuit technical support

17.3 Business and Enterprise Support

Dedicated Business Support:

• Business Line: (707) 314-6045 (option 3)
• Account Managers: Assigned representatives for large accounts
• Priority Processing: Expedited warranty processing for business customers
• Bulk License Support: Specialized support for volume licensing
• Custom Arrangements: Tailored support agreements for enterprise customers