Additional Information ǀ LOANER PROGRAM
Program Overview: •You call Honeywell Technical Support •After troubleshooting, it is determined that your unit is defective and in need of repair •We ship a Loaner unit to you
Program Details: • How do I get started? - To take advantage of the Loaner Program, please contact Honeywell Video Systems Technical Support at 800-796-2288 Option 2, before disconnecting your unit
- Technical Support will help troubleshoot your issue, and begin Loaner process if necessary
• If my unit is deemed defective and in need of repair, what information will Tech Support want to gather from me?
- Purchase order number to ship the Loaner unit - Mode of transportation and any special handling requirements - Serial number of defective unit being returned - Detailed problem description of defective unit being returned - NOTE: Inform Technical Support if you need stored images from defective unit. If so, Technical Support will make every effort to recover these images if possible. There are no guarantees that images can be recovered on defective units.
• What does Honeywell do with the information given above? - We ship a Loaner unit to you per your shipping instructions - You are invoiced for the Loaner unit - We give you a Repair Authorization (RA) for the defective unit
• How quickly will the Loaner unit be shipped to me? - Same-day shipping from Honeywell for orders received before 2:00 PM, Eastern Standard Time - Next-day shipping from Honeywell for orders received after 2:00 PM, Eastern Standard Time
• How long do I have to return the defective unit? - The defective unit must be returned directly to Honeywell as soon as the Loaner unit is functioning properly within your application - Reference the Repair Authorization (RA) issued to you for your defective unit
• What happens once the defective unit is received by Honeywell?
- Defective unit is examined and repaired as appropriate - If defective unit is out of warranty, you will be invoiced for a repair charge
LOANER PROGRAM
Honeywell Video Systems offers a FREE, In Warranty, Loaner Program for select products.
•You ship your defective unit to Honeywell for repair •We repair your unit and ship it back to you •You return the Loaner unit back to Honeywell
• What do I do with the Loaner unit after receiving my repaired unit back from Honeywell? - Call Customer Service at 800-796-2288, Option 3 - We give you a Return Authorization for Credit (RAC) for Loaner unit
- The Loaner unit must be returned directly to Honeywell within 30 days of receiving repaired unit - When Loaner unit is received by Honeywell in its entirety, your account will be credited for the Loaner unit amount
Additional Notes Regarding The Program:
• You must have a Loaner account directly with Honeywell Video Systems in order to obtain a Loaner unit. To get your Loaner account set up, please contact Customer Service at 800-796–2288, Option 3.
• If stored images are needed on the Loaner unit, you are responsible for recovering these images prior to shipping Loaner unit back to Honeywell.
• If assistance is needed with recovering stored images, contact Honeywell Technical Support. All hard drives on Loaner units are wiped clean once returned to Honeywell.
• Both the defective unit and Loaner unit must be shipped directly to Honeywell Video Systems in El Paso, TX, not to ADI. Credit will not be issued if you do not return the Loaner unit in its entirety to Honeywell within 30 days of receiving repaired unit.
• Occasional circumstances such as product availability, physical inventory or holiday shutdowns, may prolong shipping schedules. Customer Service will advise you in advance if such situations exist.
For ordering information, visit
www.honeywellvideo.com or contact Inside Sales at 1-800-796-2288.
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