Warranty InformationWARRANTY: Kaltech Enterprises DBA Digital Watchdog (referred to as “the Warrantor”) warrants the Digital Video Recorders against defects in materials or workmanship as follows: DVRs & NVRs: LABOR: For a period of two (2) years from the date of original purchase, if the Digital Video Recorder is determined to be defective, the Warrantor will repair or replace the unit with new or refurbished product at its option, at no charge. PARTS: In addition, the Warrantor will supply replacement parts for a period of two (2) years with the exception of the Blackjack Cube, Blackjack Blade NVRs, MAX, MAX II, MAX-HD, and VMAX, VMAX480D, VMAX Flex, VMAX906H and VMAX960H Flex Series DVRs which include an additional three (3) years warranty on Hard Drives. Blackjack E-Rack: E-Racks are covered by Digital Watchdog’s 5 Year Limited Warranty; the first 2 years covers all parts and labor, the subsequent 3 years covers the Hard Drives only. CAMERAS: LABOR: For a period of five (5) years [two (2) years for Megapix, HDSDI, PTZ12X, PTZ39X and Value Line] from the date of original purchase, if the Camera is determined to be defective, the Warrantor will repair or replace the unit with new or refurbished product at its option, at no charge. PARTS: In addition, the Warrantor will supply replacement parts for a period of five (5) years [two (2) years for Megapix, HDSDI, PTZ12X, PTZ39X and Value Line] with the exception of the IR LEDs which are only covered for a period of 12 months. To obtain warranty or out of warranty service, please contact a Technical Support Representative at 1-866-446-3595 Monday through Friday from 9:00 AM to 5:00 PM Eastern. A purchase receipt or other proof of the date of the original purchase is required before warranty service is rendered. This Warranty only covers failures due to defects in materials and workmanship which arise during normal use. This warranty does not cover damage which occurs in shipment or failures which are caused by products not supplied by the Warrantor or 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, lightning damage, 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.
|DVR’s||Labor||2 Years from Date of Purchase|
|Hard Drives||2 Years|
|5 Years for Blackjack Cube, Blade and eRack NVRs, MAX, MAX II, MAX-HD, and VMAX, VMAX480D. VMAX Flex, VMAX960H and VMAX 960H Flex Series DVRs|
|Cameras||Labor||5 Years from Date of Purchase|
|2 Years for Megapix, HDSDI, PTZ12X, PTZ39X and Value Line|
|2 Years for Megapix, HDSDI, PTZ12X, PTZ39X and Value Line|
|12 Months for IR LEDs|
|E-Rack||Labor||2 Years from date of Purchase|
|Hard Drives||5 Years from date of Purchase|
|All other Hardware||2 Years from date of Purchases|
Defective Unit Replacements: If unit is deemed defective by our Technical Support Specialists within 90 days of purchase the unit can be replaced with an advance replacement. We will send advance replacement to customer before receiving unit if we have a purchase order from our customer (the distributor). Our distributor can choose to do an over-the-counter swap if they have the inventory on hand to do so. Return of the damaged unit has to be received by us within 15 days of the receipt of the new unit. If the distributor chooses to swap out a unit that was purchased outside of our 90 day return policy we will not issue credit on the defective unit but process the unit as a warranty or non-warranty repair. Once the unit is received we will issue credit to our distributor for the unit. We will pay for freight to the customer by way of ground shipping, however should we determine after receipt of the item being returned as Defective that there is no trouble found, the Freight Charges for the Advance Replacement will be deducted from the amount of the Credit Issued. If any other freight is requested it will be done at the customer’s expense. We do not issue credits for freight from the customer to us. If there is damage to the unit due to improper packing in returning the unit to us the customer will be responsible for the damages.
E-Rack Warranty Repair Policy
Replacement E-Rack Parts: If any of the E-Rack parts, including Hard Drives, are found to be defective and Digital Watchdog Technical Support has assessed that there is a problem and have provided a ticket number, Digital Watchdog RMA Department will create a RMA for the Customer to use to return the Defective Parts against. As soon as the defective parts are received by Digital Watchdog RMA, Digital Watchdog will ship out replacement parts via free Ground Shipping to the Customer.
Repair: If Digital Watchdog Technical Support has assessed that there is a problem with the E-Rack and have provided a ticket number and the customer would like to return the item for repair, Digital Watchdog will create an RMA for Repair for the Customer to use to send the E-Rack in for Repair. It will take approximately 7 business days from the time Digital Watchdog Repair Technician receives the E-rack to diagnose the issue and Repair the item. Once the physical item is repaired and fully tested Digital Watchdog RMA Department will send the item back to the customer via free Ground Shipping to the Customer.
E-Rack Credit and 90 Day Advanced Replacement Policies
- An E-Rack will only be eligible for Credit if the item is either found to be Dead on Arrival (DOA) within 14 business days of receipt of the item or New (Unused) and Purchased within 90 days of the Request for Credit.
An RMA request for credit for a New (Unused) E-rack must be submitted within 90 business days of purchase. All accessories must be included when returning the item avoid restocking fees or refusal of Credit. If Credit is refused the unit will be returned to the Customer.
- An RMA request for Advance Replacement or Repair for an E-Rack found to be Dead on Arrival must be submitted within 14 business days of the customer receiving the item. The customer must contact Digital Watchdog Technical Support to trouble shoot the issue prior to contacting the Digital Watchdog RMA Department and must provide the Tech Support Work Order Number when requesting an RMA. If an Advance Replacement is needed a Purchase Order must be submitted through the normal Sales Channels by the Distributor in order to facilitate sending a replacement E-Rack to the Customer. Digital Watchdog will pay Next Day Shipping charges to send the Advance Replacement E-Rack to the Customer. Please note that if no problem is found with the reported Defective E-Rack after it is received and tested by Digital Watchdog’s RMA Repair Center, the cost of the Next Day Shipping charges of the Advance Replacement will be deducted from the Credit issued.