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A downloadable version of this document is available in a PDF format. This page outlines the policies and procedures of ViewCast.com with respect to Return Material Authorization. The following sections are contained within this document.
All ViewCast.com hardware products come with a (12) month warranty from date of purchase. If ViewCast.com hardware products are purchased through a reseller, the end-user must contact that reseller to request an RMA. ViewCast.com warrants all repairs for (90) days from date of return shipment. Customers may request an RMA either by completing the RMA Request form on the ViewCast.com web page, www.viewcast.com or by calling 972.488.7200 and requesting to speak with the RMA Administrator. In order to receive an RMA number, you must contact our Customer Support department to troubleshoot the product and/or problem.
Osprey Product Phone Support: 888.684.6622 The following information is required to assign an RMA, please have it readily available:
After troubleshooting, if your product is determined to be defective, you will be given a Tech Support ID Number and instructed to submit an RMA Request Form. An RMA number will be assigned if the product has been determined to be under the (12) month warranty period. Packaging and shipping instructions will be provided via e-mail or FAX. Requests for RMA will be processed within (24) hours of receipt of request or by close of business the following business day, 5:00 PM Central. RMA Confirmation will be accomplished by e-mail, fax, or telephone. If your product is determined to be out-of-warranty, the following guidelines are applied. If the RMA requested part is out-of-warranty, the customer will have the option to have the item repaired for a fee. At ViewCast.com's option, the part may be replaced with "new" or "as new" parts. Repaired items carry a (90) day warranty. For board-level products a $50.00 diagnostic fee is required to determine whether the part can be repaired. Board-level products include the following:
The diagnostic fee for Osprey 1x0 and Osprey 2x0 product is $25.00. For system-level products a $250.00 diagnostic fee is required to determine whether the system can be repaired. System-level products include the following:
If the part is repairable, the charge for repair will be 60% of the current customer list price. The diagnostic fee will be credited towards the repair cost. Credit Card or company purchase order will be accepted if the company has established credit with ViewCast.com and their account is in good standing. The following guidelines discuss the turnaround time for repair or replacement once the product is received at ViewCast.com. Within (10) working days of receipt of returned parts, the repaired or replacement item will be ready for return shipment. UPS Ground (approximately 5 days) is the standard method of shipment for U.S. domestic shipments. International shipments will be sent via FedEx International or Plane Cargo. Within (2) workings days of receipt of returned parts and at the cost of an expedite fee, the repaired or replacement item will be ready for return shipment. Fees:
The customer will be charged expedited shipment charges over and above standard UPS Ground rates. UPS Blue guarantees 2-day delivery by air. Some ViewCast.com customers have contracted RMA response and repair processes that can vary from the above stated policies. ViewCast.com will cross-ship advance replacement parts in situations where normal or expedited RMA options would not meet the customer's critical time constraints. To obtain advance replacement item(s), a purchase order from customers with established credit with ViewCast.com will be accepted. Credit card orders will also be accepted. If paying with a credit card, the amount charged will be the then current list price for the item plus expedited shipment charges over and above standard UPS Ground rates. UPS Blue guarantees 2-day delivery by air. The credit card will be charged at the time of shipment. If the returned failed item is determined to be in warranty and non-repairable a credit will be issued for the current list price of the item. If the returned failed item is determined to be out-of-warranty please reference the Out-of-Warranty repair section for applicable charges. The following guidelines detail the return shipment policies. Original packaging should be used if available to minimize the potential for shipment damage. For board products or small peripheral items generally weighing less than 5 lbs., the customer should use appropriate packing materials that provide a minimum 2" of foam or similar padding protection for all the surfaces of the contents. Computer systems or large peripheral items weighing more than 5lbs must be shipped in original packaging. ViewCast.com will ship appropriate packing materials if requested at no cost to the customer. Please follow these guidelines when returning product to ViewCast.com
The customer is responsible for paying shipment charges when returning the product to ViewCast.com ViewCast.com will pay for shipment of the repaired items back to the customer. ViewCast.com ships all domestic U.S. RMA repaired items by UPS Ground (5 - 7 days). All RMA returned items must be sent via traceable means. Examples would be UPS, FedEx, US Postal Service Priority Mail. ViewCast.com is liable for the returned item upon receipt of shipment. All RMA packages should be shipped to:
ViewCast.com If the product was purchased from ViewCast.com there will be a 25% restocking fee if returned in "as-new" condition within (30) days. The restocking fee is 50% if returned after (30) days. If the product was purchased from a ViewCast.com authorized reseller, please contact the reseller regarding their restocking fee policy. RMA Repair and Test Procedures All items returned under an RMA will be repaired, or at ViewCast.com's option replaced with either "new" or "as-new" parts. All repaired or replacement parts will have successfully passed the appropriate manufacturing quality assurance test procedures. These are the same tests that are utilized to verify "new build" parts as either received from outside suppliers or as manufactured by ViewCast.com. Repaired items carry a (90) day warranty. If ViewCast.com has not received the RMA requested items from the customer within (30) days of the RMA assignment date, the RMA will be closed. ViewCast.com will not accept any packages without an open, valid RMA number appearing on at least 2 surfaces on the box/packaging and reference to the RMA number on the shipper or air waybill. Only the specific items listed on the RMA will be accepted. All other items will be returned to the customer at their expense. After return shipment of a repaired/replacement part on RMA to the customer, ViewCast.com will close the RMA. |