2GIG Warranty and Repair Information - Dated 05/01/2018



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Document Transcript

Access Control | Security & Home Automation | Health & Wellness

5919 Sea Otter
Place , Suite 10
0 Carlsbad
CA 92010
800.421.1587

www.nortekcontrol.com

10010071X4
Updated Warranty Effective May 1, 2018
(products sold after
5/1/2018)

Nortek Security & Control LLC (“
NS&C
”) warrants its
products to be free from defects in material and workmanship
subject to the terms set forth herein (“
Warranty
”). The length of
this Warranty is based on the particular product or product family
listed below. This limited Warranty only extends to those
cust omers who buy direct from NS&C or through NS&C’s
authorized distribution channels. Warranty is determined by
product date code or if product is serialized by the date the
product is shipped to the customer from our distribution centers.

NOTE THAT ALL
NS&C PRODUCTS ARE DESIGNED TO BE
INSTALLED AND SERVICED BYTRAINED PROFESSIONALS. The user
is responsible for all labor costs associated with removing,
reinstalling and returning the product to NS&C. NS&C, at its
option, will repair or replace the defective
product. Replacements
may be made from b
-stock products. If an exact replacement is
not available, NS&C, at its option, will select the nearest
equivalent product. NS&C will return warranted repaired or
replacements by UPS Ground or an equivalent service.
A customer
may pay the additional costs for second day or next
-day service.
All products returned for warranty service first require a Return
Authorization Number (“RA#”).
Contact NS&C Returns at 1
-855-
546- 3351 for an RA# and other important details.

EXCEPT FOR THE EXPRESS WARRANTIES EXPRESSLY
CONTAINED IN THIS LIMITED WARRANTY, NS&C MAKES NO
OTHER PRODUCT REPRESENTATIONS ORWARRANTIES OF ANY
KIND. ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING
IMPLIED WARRANTIES OF TITLE, NON
-INFRINGEMENT,
MERCHAN
TABILITY AND FITNESS FOR A PARTICULAR PURPOSE,
ARE HEREBY DISCLAIMED. Some states and countries do not allow
limitations or how long an implied warranty lasts or the exclusion
or limitation or incidental or consequential damages, so the above
exclusions ma
y not apply. The NS&C warranty gives specific legal
rights in addition to other rights, which may exist and vary from
state to state and country to country.

Warranty Durations

The duration of NS&C’s Warranty is set forth below with
respect to each applica
ble product category:

1. Linear Security, Personal Emergency Response Systems (all
NS&C “PERS” products), including but not limited to Libris
branded products, Access Control (except as noted); and
Security Ra
dio Products (except as noted)
- One (1) year
(a) Linea r DXS -LRC, DXS
-LRP, DXS
-LRW - Two (2)
years
(b) Linear Access Control AE
-100, AE
-500, AE1000,
AE1000PLUS, AE2000, AE2000PLUS
(Board only
replacement), AM3PLUS
- Two (2) years
2. Linear Audio Amplifiers, Data,
—Two (2) years.
There is no
warranty offered on the
batt eries supplied with the r
emot
e
control.

3. Linear “Active” V
ideo Amplifiers and Modulators
- Two (2)
years
4. Linear “Passive” Video products (filters,
splitters, cables,
cabinets)
- Fifteen
(15) years

5. Linear Intercom
(DMC & VMC) Masters, Room Stations, and
all S peakers
— Two (2) years
6. 2GIG Products:
(a) 2GIG Panels (GC2 & GC3,), C
ell Modules
(GCCDMV
-A, etc.) - Three (3) year
s from date of
shipment.
(b) 2GIG TS1, SP1 & SP2
- One (1) year
(c) Image Sensor
, Cam -HD, Antennas & Batteries
-
One (1) year
(d) 2GIG Kits (GCKIT311, etc.
), XCVR& all 2GIG
Z-
wave devices
- One (1) year

(e) 2GIG CO, Keyfob, Pads, D
oor bell, Panic, Take,
PIR, SMKT, GB1, DW10/20R
- Two (2) years
(f) Grill Guard (GC
-Gril l1-B-345) - One (1) year
(g) Rely Kits
- One (1) year warranty from date of
shipment
(h) 2GIG Vario Products
- Two (2) year
s warranty
from date of shipment
(i) GoControl products
– One (1) year warranty
7. Rem ote Control Radios, all models
- One (1) year
8. Access Control products
(a) PowerKey, all models
- One (1) year
(b) eMerge L
egacy (50P & 5000P), e3 Series
- One (1)
year
(c) eMerge e3 ONEBOX
- Three (3) years
(d) Door Gard & Secured Series, all models
—Two (2)
years
(e) LS Series & 212LS, a
ll models
- Two (2) years
(f) “e” Se ries Keypads, (2000e & 2000em)
- Five (5)
years
9. CCTV Video Surveillance Products
(a) Analog Cameras
- Three (3) y
ears + Three (3)
months (39 months total)
(b) IP Cameras
-Two (2) years
(c) NVRs & Storage Devices
-Two (2) years
(d) HDDs (AV Class)
- Three (3) years
(e) Video Accessories (
mounts, components)
- One
(1) year
(f) Video Software
- One (1) year
except One (1) year
on LCD panel
(g) PTZ A-series, all models
- One (1) year
(h) CrystalVue PVDs
, all models
- Three (3) years +
Three (3) months
The warranties set forth herein are solely limited to repair or
replacement of products returned (at NS&C discretion), freight
prepaid, to NS&C. There is
NO PROVISION
FOR LABOR
COST OR

OTHER
REIMBURSEMENTS
OF ANYKIND. NS&C DISCLAIMS ALL
OBLIGATOINS AND LIABILITIES FOR CONSEQUENTIAL DAMAGES
OF ANY KIND, INCLUDING WITHOUT LIMITATION LOST PROFITS,
LOSS OF PROPERTY, OR COST OF REMOVAL, REPAIR OR
REINSTALLATION,
ARISING OUT OF OR IN CONNECTION WITH THE
USE OR PERFORMANCE OF EACH APPLICABLE PRODUCT

Exceptions
Access Control | Security & Home Automation | Health & Wellness
5919 Sea Otter
Place , Suite 10
0 Carlsbad
CA 92010
800.421.1587

www.nortekcontrol.com

10010071X4
The Warranty is
subject to the following exceptions:

1. The warranties do not apply to: (i) damage incurred in
shipping or handling;

(ii) damage caused by
disaster such as fire, flood, wind,
earthquake or lightning; (iii) damage due to causes beyond the
control of NS&C such as excessive voltage, mechanical shock or
water damage; (iv) damage caused by unauthorized attachment,
alterations, modifications or for
eign objects being used with or in
conjunction with the product; (v) damage caused by peripherals,
sensors or other products used in connection with the products
(except for products supplied by NS&C for the purpose of such
connections); (vi) defects cause
d by failure to provide a suitable
installation environment for the products;
(viii) damage caused by
use of the products for purposes other than those for which they
were designed; (ix) damage from improper maintenance or
installation; (x) damage arising
out of any other abuse,
mishandling or improper application of the products; (xi) damage
resulting from disassembly or repair in such a manner as to
adversely affect performance or prevent adequate inspection or
testing to verify any warranty claim; (xii)
products that are
not
identified with Nortek, 2GIG
, or Linear brands and lot numbers or
serial numbers; or (xiii) returns based on product revision level or
software version.

2. Product warranties set forth herein are void if the product
has been tampered wi
th, including but not limited to the
date code, labels or other markings on the product.

3. Products that are damaged in transit to NS&C will not be
covered under these warranties. If products are damaged or
lost by the carrier, it is the sender’s risk and re
sponsibility to
create a claim
against the carrier if they chose to do so.

4. In addition, with respect to all NS&C radio control products
(i.e., those products that contain a radio frequency (RF)
receiver or transmitter):


The radios are required to comply wi
th FCC Rules and
Regulations as Part 15 devices. As such, they have limited
transmitter power and therefore limited range;

A receiver cannot respond to more than one transmitted
signal at a time and may be blocked by radio signals that
occur on or near their operating frequencies, regardless of
code settings;

Changes or modifications to the device may void FCC
compliance;

Infrequently used radio links should be tested regularly to
protect against undetected interference or fault.

Return
Product
Authorizati
on
(Defective
Product
Only)
All defective
products
returned
to NS&C for repair or
replacement
must first be pre -approved
by NS&C Returns
and
have an assigned
RA#; please
call NS&C Returns
at 855-5 46-3 351
or send an e-mail to retur
ns
@nortekcontrol.com
Dealers
and
distributors
are require
d to call NS&C, get a Troubleshooting
Ticket Number (“TTN”), to speak with an Application Engineer to
troubleshoot
the problem
or is sue b efore an RA will be issued.

Please
note NS&C requires
the following
informatio
n to provide
you with a TTN.
1. Customer’s Name
2. Customer’s Shipping Address. (PO Boxes cannot be used)
3. Customer’s Telephone Number and email address
4. Customer’s Contact Name
5. The Part Number(s) being returned
6. The Quantity o
f each item being returned
7. The Product’s Date Code & Serial # (There is a label on all
NS&C products that indicates the date of manufacture of the
product. This number displays the month and year that the
product was manufactured. For example, the number 1
432
indicates a manufacturing date of 2014, 32nd week.
Products where this number has been removed or altered
will be treated as out of warranty.)
Applicable 2GIG
Products subject to first obtaining a TTN:
(a) 2GIG Panels (GC3 & GC2, CP21, etc.)
(b) 2GIG Key Pads (
pad1, TS1, SP1, SP2)
(c) 2GIG Cams
(d) 2GIG image, 2GIG SMKT, 2GIG radios, 2GIG
Thermostat
(e) 2GIG Rely & Vario Panels

Notwithstanding anything to the con
trary herein, all
defective 2GIG
Products will be replaced in lieu of credit. NS&C
reserves the right to return products received for repair with new
or reconditioned product (see conditions below).

Terms of Conditions for All RA Returns

The following terms apply to both in
-warranty an
d out -of-
warranty product returns:

Product being returned out of warranty, such as due to
expired warranty or altered labels, must be assigned a purchase
order number (“PO#”) in order to process the charged repair.
Charges for any repair will be provided
at the time the PO# is
issued for the return. If the product reflects an expired warranty
date code and was purchased within the defined warranty period,
NS&C will accept a copy of the formal bill of sale (invoice) that
indicates the actual purchase date i
n lieu of the warranty date
code.
1. Product that is out of warranty (except as noted below) will
not be accepted and will be returned at the customer’s
expense or destroyed at our repair facility.

2. DXS -LRC, DXS
-LRP, DXS
-LRP -BK, DXS
-LRW transmitters that
have been out of warranty for more than one (1) year will
not be accepted and will be returned at the sender’s
expense.

3. Product that has been used cannot be returned for credit.
All used products will be repaired or replaced.
4. Defective products that are part
of a system kit will not be
accepted for repair s as a kit. Individual kit components
should be returned for repair using the product’s actual part
number.

5. Products must be returned to NS&C intact. Sub
-assemblies
will not be accepted and will be returned a
t the sender’s
expense. The product must be packaged such that it will not
be damaged as a result of shipping and handling. Products
that are damaged in transit to NS&C due to improper
packaging or by the carrier (shipping company) will not be
covered unde
r the warranty. If the product was damaged o
r
lost by the carrier, it is the sender’s responsibility to create a
claim against the carrier.

6. NS&C reserves the right to return products received for
repair with new or reconditioned product. NS&C shall make
such determination once the product has been received and
reviewed. If an exact replacement is not available, NS&C
reserves the right to choose the nearest equivalent product.

7. The RA# must be clearly indicated on the outside of the
shipping carton. Product t
hat is returned without the proper
labeling will be returned at the sender’s expense or
destroyed.





A
ccess Control | Security & Home Automation | Health & Wellness

591
9 Sea Otter
Place
,

Suite 10
0 Carlsbad

CA

92010


800.421.1587


www.nortekcontrol.com

10010071X4

8.

The return shipping address will be assigned at the time the
RA# is assigned. This address may vary depending on the
repair facility or location of origin.

9.

S
hipping charges to NS&C are the responsibility of the
sender. NS&C will return repaired “in warranty” product at
NS&C expense. Out of warranty repairs will be shipped at
the customer’s expense.

10.

Quantities, part numbers, and date codes will be verified
upon

receipt. NS&C determination of these attributes will be
considered final.

11.

Support. During the term of this Agreement, NS&C shall
provide technical support at no additional cost to the
applicable Dealer. NS&C shall have no obligation to provide
support to
Dealer’s customers.

12.

Shipping Instructions.

(a)

Products must be shipped pre
-
paid to NS&C to the
address provided on the RA Form.

(b)

If you are returning 2GIG product please complete the
RA Form, filling in each required field and attaching all
required informatio
n. Keep a copy for your records. In
particular, verify the accuracy of your contact
information.

(c)

Include a copy of the completed 2GIG RA Form (if
applicable) in each box you ship.

(d)

Remove or disconnect the batteries from all Products.
Note: The Federal
Aviation Administration and
Department of Transportation prohibit the shipment of
“Live” equipment by air. This includes products that
are battery powered and could possibly receive or
transmit RF signals during transport.

(e)

Pack and seal boxes with proper p
acking tape.

(f)

Ensure that all Products are protected from shipping
damage and electronic static discharge.

(g)

Write the RA# on the top and sides of each box
shipped.

(h)

Each box must weigh less than 50 lbs.

(i)

Returned Products must be complete, not
disassembled or
partial.

(j)

All returned items must be sent via traceable means.
Examples would be UPS, FedEx, DHL, or US Postal
Service Priority Mail.

(k)

Retain the tracking information for your records.
Dealer is responsible for returned Products until
received by NS&C.

Deliv
ery Information. Repaired or replaced products returned
within the applicable warranty period will be returned to Dealer,
pre
-
paid by NS&C, and will be shipped via ground transportation.
If an email address was provided at the time the RA was
requested a t
racking number will be emailed to that address. All
such shipments will be FOB shipping point, and title and risk of
loss will pass to Dealer when accepted for shipment by the freight
company. NS&C will ship via its preferred carrier. NS&C reserves
the rig
ht to make partial shipments. NS&C will determine the
point of shipment. Products may ship from multiple locations.


NS&C reserves the right to refuse any returned product if
any of the above criteria are not met regardless of any prior
arrangements. Pro
duct that is refused will be returned at the
sender’s expense. All RA’s will be processed within 90 days of
receipt.





Return Product Authorization

Overstock Product Only

In addition to the Warranty terms above, the following
terms apply to request for o
verstock product returns. All product

returned to NS&C as overstock
must have an RA#., please call
800
-
421
-
1587 or 760
-
438
-
7000 and ask to talk to your Customer
Service Representative. The following information must first be
made available:

1.

Customer Name.

2.

Customer’s Shipping Address. (PO Boxes cannot be used)

3.

Customer’s Telephone Number.

4.

Customer’s Contact Name.

5.

The Part Number(s) being returned.

6.

The Quantity of each item being returned.

7.

The Product’s Date Code.

8.

A Purchase Order Number. (The customer must
issue a
Purchase Order Number prior to processing the return).


Please n
ote that some products like 2GI
G
& Vario products
are not eligible for Overstock returns.

The following terms apply to overstock product returns for credit:

1.

There will be a 25% restock
ing fee on all accepted product
for overstock. A PO must be attached to the RA# authorizing
this restocking fee. The restocking fee will be waived if a
new PO for a minimum of 150%of the value of the returned
product is received with the RA request.

2.

The co
st of shipping to NS&C is the responsibility of the
sender.

3.

Product that has been used cannot be returned for credit.
Return of used product must follow the regular RA
procedures.

4.

RA# are valid for 30 days, after which time the RA# is
canceled. NS&C will n
ot accept product under a canceled
RA#. The product will be returned at the sender’s expense. A
new RA# must be obtained before the product can be
returned to NS&C.

5.

Products/kits must be returned to NS&C with all parts intact.
Products or kits that are mis
sing hardware or components
will be deemed to be incomplete and will be returned at the
sender’s expense. Customer Service will notify the sender
prior to shipping for this reason.

6.

All returned product must be in new resalable condition and
have its origin
al packaging intact. Products that have been
deemed by NS&C to be nonviable inventory will be returned
to the sender at sender’s expense. Customer Service will
notify the sender prior to shipping for this reason.

7.

Please clearly indicate the assigned RA# on

the shipping
carton. Do not write directly on the packaging, which would
render it as nonviable packaging. Individual packages may
need to be protected with an over carton, palletized
shipments should be shrink.















A
ccess Control | Security & Home Automation | Health & Wellness

591
9 Sea Otter
Place
,

Suite 10
0 Carlsbad

CA

92010


800.421.1587


www.nortekcontrol.com

10010071X4

Quantities, part numbers, and
date codes will be verified upon
receipt. NS&C’s determination of these attributes will be
considered final. All overstock returns will be processed within 90
days of receipt. Credit will be issued to the customer’s account
based upon the following factors
:


1.

The quantity of each product returned.

2.

The condition of the packaging. (Packaging condition will
discount the actual number of units credited.)

3.

The completeness of product returned. (Incomplete
products will discount the actual number of units credited.
)

NS&C reserves the right to refuse any returned product if
any of the above criteria are not met regardless of any prior
arrangements. Product that is refused will be returned at the
sender’s expense.


Return Product Authorization

Advance Replacements


Ex
cept as otherwise consented to in writing, NS&C does not
issue advance replacements for defective equipment. Dealers and
distributors are expected to carry stock in order to service their
customers for replacement purposes. (See RA Policy for repair
proced
ures). NS&C

may consider sending Advance Replacements
for equipment on an emergency basis and subject to the
following.


If it is determined by NS&C Technical Support that a product
is defective, in warranty, in immediate need of replacement, and
recorded
as such by the TTN, NS&C will issue a return
authorization
and enter a Sales Order to accommodate the
request for replacement product. The customer will be charged
for the replacement product. NS&C will pay for normal shipping
charges, any expedited shippi
ng (i.e.
FedEx
, UPS Red, UPS Blue,
etc.) will be paid by the customer.


The following exceptions apply to requests for Advance
Replacements:


1.

A Sales Order and Invoice will be generated authorizing the
advance replacement. The customer will be charged for
the
replacement product.

2.

The customer must provide NS&C with a Purchase Order at
the time that the replacement product request is made. This
Purchase Order is required to cover the cost of the product
and any expedited shipping costs.

3.

The customer has 30 d
ays to return the product in order to
receive the offsetting credit to their account. If the product
is not received within 30 days, no credit will be issued and
the payment for the replacement product will be due
immediately.

4.

If the product returned does
not meet the warranty
requirements for normal wear and use, the product will be
returned at the sender’s expense. No credit will be issued
and payment for the replacement product will be due
immediately.

5.

Returned equipment should be package in the same
pac
kaging as the replacement product to avoid additional
damage in shipment.

6.

The RA# must be clearly indicated on the outside of the
shipping carton. Product that is returned without the proper
labeling will be returned at the sender’s expense.

7.

The cost of sh
ipping to NS&C is the responsibility of the
sender. Credits will be processed within 30 days of receipt of
the product.

8.

All other criteria for RA’s will apply as stated in the above
policies.



Addendum 1

NS&C Limited Warranty


Special Product Line
Warranty Considerations

For Intercom

Masters, Room

Stations, and Central Vacuum

products, the following warranty conditions apply in addition to
the terms set forth above:


The warranty period begins on the later of (a) the date of
purchase by the original

end purchaser of this product and (b) the
date of closing on a new residence in which this product was
originally installed. If neither proof of purchase nor proof
-
of
-
closing are provided, the warranty is 2 ½ years from the date of
manufacture as determin
ed by NS&C records. The warranty
extends only to the original home owner with the product and to
each subsequent home owner during the term of the warranty.
NS&C will repair or replace, at its option, products at no charge
that are eligible under these ter
ms and conditions. Products
supplied under this warranty may be new or rebuilt at the option
of NS&C. Products returned to NS&C must contain all component
parts.


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