FAQ
Warranty Repair
- Items are eligible to be repaired under warranty if the unit is purchased within 2-5 years of the return date.
- Proof of purchase or serial number is required to be considered for warranty repair.
- DW® will pay for freight to the customer by way of ground shipping. Expedited shipping quotes may be provided upon request.
- DW® does not issue credit for freight from the customer to us.
- DW® is not responsible for damages in transit or improper packaging.
- Water damage and modifying products void the warranty. Please see and reference examples in the “limitations and exclusions” section.
- RMA Numbers must be clearly written on the outside of the box. If the package doesn’t contain the RMA#, the package will be REFUSED at the dock and returned to the sender.
- Recorders & NVRs:
- Labor: Labor: Five(5) years for HDD and SSD and two(2) years for all other parts from the original purchase from the authorized distributors.
- Parts: Warrantor will repair or replace parts for a period of two (2) years. There is an additional three (3) year warranty on the Hard Drives. If the Digital Video Recorder is determined to be defective, DW® will repair or replace the unit with a refurbished product, at no charge.
- Cameras
- Labor: For a period of two (2) years or five (5) years [See manual to determine the length of warranty for a specific camera] from the date of original purchase.
- Parts: Warrantor will repair or replace parts for a period of two (2) years or five (5) years. See the user manual to determine the length of the warranty for a specific Camera. If the Camera is determined to be defective, DW® will repair or replace the unit with a refurbished product, at no charge.
| Type | Labor/Parts/HDD | Warranty Period | Product Line |
|---|---|---|---|
| Recorders | Labor | 2 years | Blackjack® Cube, VMAX® IP Plus™, VMAX® Flex™, VMAX® 960H™, VMAX® 960H Flex™, VMAX® 960H CORE™ and VMAX® AHD CORE™, VMAX® A1, VMAX® A1 Plus™ Series Recorders |
| All Parts | 2 years | ||
| Hard Drives | 5 years | ||
| Cameras | Labor/Parts | 2 years | Analog and IP PTZ cameras |
| Labor/Parts | 2 years | E.S.T. Camera and Blackbody (4-6 turnaround time). | |
| Labor/Parts | 5 years | MEGApix® Series (Excludes certain models – refer to datasheets) Star-Light&trade UHDoC Cameras (excludes certain models – refer to datasheets). |
|
| Blackjack® E/P/S- RACKS |
Labor | 2 years |
P-RACK, E-RACK, S-RACK, DW-BJT71xxT, DW-BJTR715xxT, DW-BJTR716xxT, DW-BJAiTxxTR, DW-BJAiMTxxT, and DW-BJAiPxxTR servers
*Requires Tech Support Ticket # before RMA can be issued.
|
| All Parts | 2 years | ||
| Hard Drives | 5 years | ||
| Blackjack® Rack Server | Labor | 5 years | *Requires Tech Support Ticket # before RMA can be issued. |
| All Parts | 5 years | ||
| Hard Drives | 5 years |
Credit Return
- Items can be returned for full credit if they are returned within 90 days with proof of purchase or serial number.
- In Canada, an item may be returned within 1 year for credit.
- Blackjack® Rack Mount Servers will only be eligible for the credit if the item is found to be dead on arrival (DOA) within 14 business days of receipt of the item.
- E.S.T. Camera and Blackbody will only be eligible for the credit if the item is found to be dead on arrival (DOA) within 14 business days of receipt of the item.
- RMA Numbers must be clearly written on the outside of the box. If the package doesn’t contain the RMA#, the package will be REFUSED at the dock and returned to the sender.
- DW Spectrum® licenses may NOT be returned after activation.
| Location | Credit Time Frame |
|---|---|
| US (and all other locations) | 90 days (No Rack Products, No E.S.T. Camera and Blackbody) |
| Canada | 1 year (No Rack Products, No E.S.T. Camera and Blackbody) |
| E-Rack/P-Rack/S-Rack (All Mountable Servers) | 14 days Dead on Arrival |
| E.S.T. Camera and Blackbody | 14 days Dead on Arrival |
| DW Spectrum® Licenses | No Returns AFTER Activation |
- All accessories must be included when returning the item. Missing items will be deducted from the credit. If Credit is refused, the unit will be returned to the customer at the customers’ expense.
- Water damage or modified/altered products will be denied for credit. Please refer to the “Limitation and Exclusions” section for details.
- RMA Numbers must be clearly written on the outside of the box. If the package doesn’t contain the RMA#, the package will be REFUSED at the dock.
- Credit items returned to our Florida location will be rejected at the dock and returned to the sender.
- DW® does not refund shipping charges for Credit RMAs.
Non-Warranty Repairs
- Items that are in need of repair and their warranty period has expired are eligible for non-warranty repair. There will be a labor rate plus parts assessed to all non-warranty repairs. The customer will be responsible for an evaluation fee shown below.
$35 — DW® Cameras$49 — DW® PTZ Cameras$59 — DW® DVR Recorders$125 — Blackjack® CubeTM$185 — Blackjack® P-RACKTM, E-RACKTM
- After the evaluation fee is received, our technicians will evaluate the unit for repairs. We will send you a Repair Quote with technician notes.
- If you would like to continue with the repairs, a credit card form will need to be filled out again. If you do not wish to continue with the quoted repairs, we can scrap at no cost or ship the equipment back to you un-repaired
- The customer is responsible for freight charges to and from DW® for non-warranty repairs.
- DW® is not responsible for damages in transit or due to improper packaging.
Advanced Replacements
- Customers may request an advanced replacement to save downtime.
- Items purchased within 1 year are eligible for advanced replacement.
- The unit MUST be troubleshot through our Tech Support Department and deemed defective. Please obtain tech support # before requesting RMA.
- Once the required information is received and processed, DW® will email all necessary paperwork for the Advanced Replacement.
- A Credit Card will be required to secure the return.
- We will ship the ground unless otherwise stated. (Expedited shipping quotes may be provided upon request.)
- If there is damage to the unit due to improper packaging, the customer will be responsible for the damages.
- Do not send Advanced Replacements back through ADI or other distributors or your card will be charged.
- Please keep your tracking number as proof that the equipment was sent back. If the tracking number cannot be provided and the equipment is lost, your card will be charged.
- If the defective unit is not returned within 30 DAYS, we will charge the card fully on the 31st DAY.
- All Rack Mount products are not eligible for Advanced Replacement.
- E.S.T. Camera and Blackbody Products are not eligible for Advanced Replacement.
Stock Rotation
- Items returned for Stock Rotation MUST be in a NEW condition.
- 20% Restocking Fee will be applied to all returned items.
- Stock Rotation items must be returned within 6 months of purchase. (Excluded Racks, E.S.T Camera and Blackbody)
- Items that are damaged, used, dented, or scratched may be denied a return.
- Credit for return must be shipped in the original box and packaging material the unit was originally received in.
- Please return items with all accessories (power supplies, POE injectors, keyboard, etc.) and packaging. Missing accessories will be denied credit.
- RMA number must be clearly written on the outside of the box. If the package doesn’t contain the RMA#, the package will be REFUSED at the dock.
- Failure to comply with these requirements will result in credit cancellation. We appreciate your cooperation.
Limitations and Exclusions
- All express and implied warranties, including the warranties of merchantability and fitness for a particular purpose, are limited to the applicable warranty period set forth above.
- Warranty is void if purchased from an unauthorized dealer.
- {BASE_URL}page/unauthorized-dealer-policy/
- Warranty does not cover damage in transit to DW®.
- Warranty does not cover damages due to improper packaging
- Warranty does not cover water damage.
- Removing the “Warranty Void” label and opening the unit VOIDS warranty.
- Warranty does not cover exterior components of painted cameras. If paint reaches the internal components of the camera, the internal components will not be covered under warranty.
- Warranty does not cover physical modifications or alternations to the equipment.
- Warranty does not cover lightning damage. Please comply with safety regulations and use recommended surge protectors.
- DW® does not warranty or recover lost data. The customer will need to contact the 3rd party to recover data on an HDD before sending in for repair. Please backup your data before sending your unit in for repair.
- DW® will not be liable for incidental or consequential damages (including without limitation, damage to recording media) resulting from the use of these products, or arising out of any breach of the warranty.
- Warranty does not cover failures which are caused by products not supplied by DW®. For example, a network error on a camera caused by a POE switch would not be covered. Please ensure that you are following the recommended installation guidelines for the product.
- Failures which result from accident, misuse, abuse, neglect, mishandling, misapplication, alteration, modification, faulty installation, set-up adjustments, improper antenna, inadequate signal pickup, maladjustments of consumer controls, improper operation, power line surge, improper voltage supply, rental use of the product or service by anyone other than a Digital Video Recorder authorized repair facility or damage that is attributable to acts of God.
- Some states do not allow the exclusion or limitation of incidental or consequential damages or limitations on how long an implied warranty lasts, so the above exclusions or limitations may not apply to you. This warranty gives you specific legal rights and you may also have other rights that vary from state to state.
- Service calls that do not involve defective materials or workmanship as determined by DW®, in its sole discretion, are not covered. Costs of such service calls are the responsibility of the customer.
Ex. 1
Ex. 2
Ex. 3
Ex. 4
Please remember that opening the casing to ANY piece of equipment will void the warranty on the unit. Removing the “silver” sticker from ANY piece of equipment will void the warranty. IF by and in any case, you must get into the internals of our equipment, please
contact our tech support department.
Shipping Instructions
- If you received an RMA#, print and place a copy in the box.
- Please make sure and label the package with your assigned RMA number AND prefix (i.e. RR, RL, RN, AV, ETC.)
- You may ship the equipment back using the carrier of your choice.
-
If a piece of equipment is received damaged, you will have to contact the shipping company you used and file a claim**
NOTE: **Please be advised that claims can take up to two weeks to resolve.
- If the box is not completely full of product, fill all void areas with packing material, e.g., bubble wrap, crumpled Kraft paper (not newspaper). DW is not responsible for damage in transit.
DW Spectrum®
Licenses may not be deactivated more than 3 times.
Activated licenses may not be returned.
If you would like to test a license, please contact licenses@digital-watchdog.com.
For DW Spectrum® related products, please make sure to write your DW Spectrum® licenses down before sending the units in. You will need to re-activate the license with our license department at licenses@digital-watchdog.com.
Please be aware that not writing down the licenses may cause a delay.
Please make sure that all data has been removed and the device is no longer linked to any cloud account or to any other device so that we may accept the return of this product.
** PLEASE NOTE DOWN ALL YOUR DW SPECTRUM® LICENSES BEFORE DISCONNECTING, PACKING, AND
SHIPPING YOUR UNIT IN **
Special important information
Turnaround Time: Average repair turnaround time is within 5-7 business
days from the day our technician receives the defective units to evaluate.
- RMA will be considered closed after 30 days.
- All DVR’s and NVR’s will be formatted to make sure the quality of the product is kept up to date.
Delivery Damages: Before you accept the delivery of your purchase, please inspect it. If any issue exists, you may refuse delivery. Once you have accepted delivery,
you have 7 days to contact us regarding defects, damage, or other issues. Please call
1-866-446-3595 between 8 a.m.– 5 p.m. PST.
Privacy protection: Please remember to remove your personal data and
other information from the products you are returning.
Export regulations: If you live outside the United States, please remember
to comply with all U.S. Export Administration Regulations and control laws, and know that
return shipments to Digital Watchdog need to occur within the U.S.
If the problem is not handled to your satisfaction, then write to the following email
address: rmaservice@digital-watchdog.com
