Arecont Vision Costar Repairs and Loaner Program Policy


Arecont Vision Costar Repairs and Loaner Program Policy

Last updated: June 1, 2019

I. ARECONT VISION COSTAR REPAIRS

Arecont Vision Costar cameras and other products that are covered by the Company’s three (3) year original factory warranty (hereinafter referred to as “products”) pursuant to the terms of Arecont Vision Costar’s Global Limited Warranty can be returned to Arecont Vision Costar for servicing within this warranty period. These products are eligible for a free advance replacement or repair at no additional cost.

For full warranty coverage details, see the Arecont Vision Costar Global Limited Warranty for more information. Extended warranty coverage may be purchased for an additional cost from Arecont Vision Costar at the time of the original purchase.

Arecont Vision Costar products that are not covered by the Global Limited Warranty may be returned for repair. All such products are subject to the flat rate fee schedule in effect at the time of return (see Table 1 for the current fee schedule).  

In addition, if Arecont Vision Costar determines that an in-warranty product has been damaged or modified upon receipt, the customer will be notified that the product can be repaired only under the flat rate repair fee schedule. Failures to properly install the product, user error, or alterations that result in a damaged product (water damage, broken components, etc.) are not covered under this warranty.

Arecont Vision Costar determines product eligibility through its Technical Support team. Before any products can be returned to Arecont Vision Costar for repair, they MUST have a related Technical Support ticket number (Zendesk Ticket #). To receive a Zendesk Ticket #, please contact us by one of the following methods:

By visiting this page on our website: https://support.arecontvision.com

By phone number: +1 818 937 0700 x 1

By email:  [email protected]

Free Advance Replacement

If a product is covered by the Arecont Vision Costar Global Limited Warranty, the customer is entitled to our Advance Replacement service. The Arecont Vision Costar Advance Replacement program will ship the replacement product(s) within two business days after the request for a replacement product is approved. The customer is then given 30 days from receipt of the replacement product to return the failed product without incurring expense. If the failed product is not returned within this period, there will be a charge of 83% of the then-current MSRP for the product that was not returned.

  • Customers that experience product issues within the first 90 days of purchase will receive a new replacement product.  After 90 days, the customer will receive either a refurbished product or a new product if a refurbished product is not available.
  • The warranty period for the Advance Replacement product will be for the remainder of the original product warranty period (the warranty period does not restart with the receipt of the replacement product).
  • If the product model being returned for replacement/repair has been discontinued, Arecont Vision Costar reserves the right to replace it with an equivalent or superior model that is refurbished or new.

Advance Replacement will not apply to customers who request to have the original product repaired and returned, as opposed to replaced.

In-Warranty Repair (No Advance Replacement)

If a product is covered by the Arecont Vision Costar Global Limited Warranty, and the customer does not want to participate in the Arecont Vision Costar Advance Replacement Program, the customer may send in the product to be repaired or replaced, at Arecont Vision Costar’s option, and returned to the customer without providing any payment collateral.

  • Customers that experience product issues within the first 90 days of receipt will receive a new replacement product.  After 90 days, the customer will receive either a refurbished product or new product if a refurbished product is not available.
  • If the product model being returned for replacement/repair has been discontinued, Arecont Vision Costar reserves the right to replace it with an equivalent or superior refurbished or new model.

Out-of-Warranty Repair

If a problem occurs with an Arecont Vision Costar product that is no longer covered by the original factory warranty, the product can be repaired by Arecont Vision Costar factory trained technicians after we have received payment according to the fee schedule below.

Repair service for out-of-warranty products is offered at a flat rate fee based upon the type of product being returned. The fee must be paid prior to repair of the product.

  • Table 1: Fee Schedule for Out-of-Warranty Repair
    Note: Arecont Vision Costar reserves the right to change the fee schedule without notice.

Eligibility for Advance Replacement, In-Warranty Repair and Out-of-Warranty Repair

Eligibility for In-Warranty Products (ALL of the following criteria must be met)

  • The product was purchased through an authorized Arecont Vision Costar reseller or distributor
  • Product must be within the warranty period
  • A receipt or proof of purchase is provided to Arecont Vision Costar
  • A valid MAC address or serial number is provided to Arecont Vision Costar
  • A Technical Support Number (Zendesk Ticket #) is obtained from Arecont Vision Costar and an Advance Replacement or Repair request is generated and provided by Arecont Vision Costar

Eligibility for Out-of-Warranty Products

  • The product was purchased through an authorized Arecont Vision Costar reseller or distributor
  • A valid MAC address or serial number is provided to Arecont Vision Costar
  • A Technical Support Number (Zendesk Ticket #) is obtained from Arecont Vision Costar

Return Mailing Instructions

Advance Replacement, In-Warranty Repair 

The customer is responsible for shipping the product(s) to Arecont Vision Costar within thirty (30) calendar days after receipt of replacement or loaner products using the Return Shipping Label provided by Arecont Vision Technical Support.

Out-of-Warranty Repair

Please affix or write the issued number (RMA #) [KK1] on the exterior of all packages – failure to properly identify the packages may cause a delay in processing the return.

Ship the product(s) to the appropriate repair facility, as instructed by an Arecont Vision Costar technician:

United States (HQ):

Arecont Vision R.M.A. # {Ticket #}

1801 Highland Ave, Suite K

Duarte, CA 91010

Other

Contact Arecont Vision Costar at +1 818 937 0700

Prior to shipping the product, please remove all accessories, mounts, and 3rd party products.  Include the Arecont Vision Costar accessory or mount if it also needs service and was shipped in the original camera package. Please make sure that your RMA # is clearly labeled on the package.

Shipping Charges

The customer is responsible for all shipping costs, taxes, and import duties for Out-of-Warranty repair returns. Shipping charges incurred in connection with the return of a product are non-refundable.

When Arecont Vision Costar sends a replacement product or repaired product to the customer, Arecont Vision Costar will provide free shipping (Ground Domestic, Standard International) and pay for all tax and import duty fees. If the product is lost or damaged when in transit to Arecont Vision Costar, the customer bears the risk of damage for the product. If the product is lost or damaged when in transit to the customer, Arecont Vision Costar bears the risk of damage up to the cost of the replacement product and shipping.

Other Important Information

Repair Duration

If it will take longer than five (5) days from Arecont Vision Costar’s receipt of the product to repair the product, Arecont Vision Costar may offer to provide a refurbished unit of the same model or an equivalent or superior model to the customer. If this becomes available, instructions will be provided to the customer via email. If the customer advises Arecont Vision Costar that it would prefer to wait for the original product to be repaired, Arecont Vision Costar will continue the repair process. The customer can review the status of the repair at any time using the Zendesk Ticket # on Arecont Vision Costar’s support site at http://support.arecontvision.com or by calling +1 818 937 0700.

Repaired or Replaced Product Warranty Period (For Out-of-Warranty Repairs)

The warranty period for the Repaired or Replacement product will be one year from the date the product is shipped back to the customer.

Damaged items

If a customer receives a damaged product, the customer should notify Arecont Vision Costar immediately for assistance.

II. ARECONT VISION COSTAR LOANER PROGRAM


Arecont Vision Costar is pleased to offer loaner cameras and related accessories for proof of concept, real world testing, trade show demonstration, or other customer demonstration purposes. All loaner periods are 30 days by default from the camera receipt date and may be extended with the advance approval of Arecont Vision Costar. If the product and accessories are returned to Arecont Vision Costar within the approved period, the borrower will not be charged for the use of the product and accessories (unless the product is damaged). If the product and accessories are not returned by the 15th day after the end of the approved period, or if the product is returned damaged, the borrower will be charged or invoiced immediately an amount equal to 60% of MSRP for the product and accessories not returned during the approved period.

Requests for loaner cameras are normally processed within 1-2 weeks. Items in high demand could take an additional 2 or more weeks to ship. The default camera type sent is a refurbished “B-Stock” camera.  

Shipping

When Arecont Vision Costar sends a loaner camera and/or accessories to the customer, Arecont Vision Costar will provide free shipping (Ground Domestic, Standard International), excluding taxes and import duties, which shall be the responsibility of the customer. A customer should provide their shipping account number if requesting expedited shipping.

The customer is responsible for all shipping costs, taxes, and import duties to return the product to Arecont Vision Costar’s repair facility. Shipping charges incurred in connection with the return of a product are non-refundable. The customer is responsible for paying the costs of shipping and for the risk of loss of or damage to the product during shipping to Arecont Vision Costar.

If the products and/or accessories are lost, stolen or damaged when in transit to Arecont Vision Costar, the customer bears the risk therefor, up to 60% of MSRP for any replacement products and/or accessories and the shipping cost.

If the products and/or accessories are lost, stolen or damaged when in transit to the customer, Arecont Vision Costar bears the risk.

 

Return Mailing Instructions

The customer is responsible for shipping the product(s) and accessories back to Arecont Vision Costar within thirty (30) calendar days after receipt, unless an extended loaner period has been agreed to by Arecont Vision Costar, in which case the loaner products and accessories must be shipped back to Arecont Vision Costar no later than the end of the extended loaner period. Loaner camera and accessories should be used with care, and must function properly upon return.

Please affix or write the issued loaner number on the exterior of all packages – failure to properly identify the packages may cause a delay in processing the return.

Ship the product(s) to:

United States (HQ):

LOANER # XXXXX

Arecont Vision Costar

1801 Highland Avenue

Suite K

Duarte, CA 91010

USA

Other

Contact Arecont Vision Costar at +1 818 937 0700

Prior to shipping the product, please remove all accessories, mounts, and 3rd party products.  Please be sure to include any Arecont Vision Costar cameras, accessories, or mounts that were provided with the requested loaner.  Please make sure that your LOANER # is clearly labeled on the package.

III. PAYMENT PORTAL

Arecont Vision Costar uses Authorize.net to process online credit card payments (“payment gateway”).

When a user pays for a repair, their credit card is charged once. If a user would like an advance replacement or loaner, their credit card information is “vaulted” or stored until the card is charged (product is not returned, the warranty is voided, or the product is damaged (30 day loaner only). All credit card information is stored in Authorize.net. Arecont Vision Costar does not have a record of your credit card information.

If paying by a Purchase Order or Service Account, Arecont Vision Costar’s accounting department will confirm your account standing before action is taken on your request. You may be asked to resubmit payment information if your account is out of date.

IV. CONTACT US

If you have any questions about our Repairs and Loaner Policy, please contact us: by phone number:  +1 818 937 0700 or by email: [email protected].