Returned Merchandise Authorization (RMA)
Contents
1. Please note above pricing applies to i3 certified dealers only Prices are subject to change at the sole discretion of i3 Limited Warranty on Factory Repairs The below Limited Warranty is applicable to factory repairs only and does not include any on site repairs ALL products and equipment in need of servicing MUST be shipped back to the i3 Service Center s at the client s expense in order to qualify for and to comply with the i3 Limited Warranty During the labor warranty period to repair the Product Purchaser will either return the defective Product freight prepaid or deliver it to a i3 International Service Center or to a service facility authorized by i3 International The Product to be repaired is to be returned in either its original carton or a similar package affording an equal degree of protection i3 International will return the repaired Product freight prepaid to Purchaser All freight costs associated with replacement of warranty parts after expiration of the original labor warranty period are the responsibility of the Purchaser i3 International is not obligated to provide Purchaser with a substitute unit during the warranty period or at any time For an additional fee i3 International field service and support at the Purchaser s location is available to Purchaser at i3 International s prevailing per incident billable rates for such service subject to availability The limited warranty stated in this policy is su2. technician repair estimage is generated mandatory 95 diagnostic fee parts amp labour in accordance with Out of Warranty Repair Parts Fee Structure customer approves estimate issues PO for repair in e customer rejects repair estimate issues PO for 95 accordance with the repair estimate Note repair will diagnostic fee not begin until the repair PO has been received e unit is shipped back to the customer unit is repaird by RMA technician diagnostic fee is invoiced under customer s PO e repaired unit is shipped back to the customer repair charges are invoiced under customer s PO 13 INTERNATIONAL INC 2015 i3 International The i3 logos are property of i3 International Inc All rights reserved 780 Birchmount Road Unit 16 Toronto Ontario Canada M1K 5H4 2 Tel 1 877 877 7241 Fax 1 888 222 0559 Web Site www i3international com Returned Merchandise Authorization RMA mportant 13 reserves the right to change this policy without prior notice IVTERNATIONAL Refer to the most recent copy of this policy only Other copies will be considered invalid Out of Warranty Repair Parts Fee Structure Rev 150401 Component Repair Charge Diagnostic fee mandatory 95 Motherboard 190 Hard drive 45 per drive Power supply 95 Capture card 95 per card RAM Memory 45 per unit Video card 95 RAID configuration 190 per bay System setup amp calibration fee mandatory if repair approved 95
3. 16 Toronto Ontario Canada M1K 5H4 3 Tel 1 877 877 7241 Fax 1 888 222 0559 Web Site www idinternational com 3 Returned Merchandise Authorization RMA INTERNATIONAL mportant 13 reserves the right to change this policy without prior notice Refer to the most recent copy of this policy only Other copies will be considered invalid E Rev 150401 All software and accompanying documentation furnished with or as part of the Product is furnished AS IS i e without any warranty of any kind except where expressly provided otherwise in any documentation or license agreement furnished with the Product 4 CUSTOMER DATA Customer shall be solely responsible for maintaining backup data necessary to replace Customer data lost or damaged from any cause 5 PROOF OF PURCHASE The Purchaser s dated bill of sale must be retained as evidence of the date of purchase and to establish warranty eligibility 6 PRODUCT REGISTRATION Registration of any Product or of this limited warranty is voluntary failure to register will not diminish any rights available under this warranty DISCLAIMER OF WARRANTY EXCEPT FOR THE FOREGOING WARRANTIES 13 INTERNATIONAL HEREBY DISCLAIMS AND EXCLUDES ALL OTHER WARRANTIES EXPRESS OR IMPLIED INCLUDING BUT NOT LIMITED TO ANY AND OR ALL IMPLIED WARRANTIES OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND OR ANY WARRANTY WITH REGARD TO ANY CLAIM OF INFRINGEMENT THAT MAY BE PROVIDED IN SECTION 2 31
4. 2 3 OF THE UNIFORM COMMERCIAL CODE AND OR IN ANY OTHER COMPARABLE STATE STATUTE 13 INTERNATIONAL HEREBY DISCLAIMS ANY REPRESENTATIONS OR WARRANTY THAT THE PRODUCT IS COMPATIBLE WITH ANY COMBINATION OF NON I3 INTERNATIONAL PRODUCTS PURCHASER MAY CHOOSE TO CONNECT TO THE PRODUCT LIMITATION OF LIABILITY THE LIABILITY OF I3 INTERNATIONAL IF ANY AND PURCHASER S SOLE AND EXCLUSIVE REMEDY FOR DAMAGES FOR ANY CLAIM OF ANY KIND WHATSOEVER REGARDLESS OF THE LEGAL THEORY AND WHETHER ARISING IN TORT OR CONTRACT SHALL NOT BE GREATER THAN THE ACTUAL PURCHASE PRICE OF THE PRODUCT WITH RESPECT TO WHICH SUCH CLAIM IS MADE IN NO EVENT SHALL 13 INTERNATIONAL BE LIABLE TO PURCHASER FOR ANY SPECIAL INDIRECT INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY KIND INCLUDING BUT NOT LIMITED TO COMPENSATION REIMBURSEMENT OR DAMAGES ON ACCOUNT OF THE LOSS OF PRESENT OR PROSPECTIVE PROFITS OR FOR ANY OTHER REASON WHATSOEVER For further information and the name of the nearest authorized i3 International service facility contact i3 International Inc 780 Birchmount Road Unit 16 Toronto Ontario Canada M1K 5H4 Tel 1 416 261 2266 Web site www i3international com 13 INTERNATIONAL INC 2015 i3 International The i3 logos are property of i3 International Inc All rights reserved 780 Birchmount Road Unit 16 Toronto Ontario Canada M1K 5H4 4 Tel 1 877 877 7241 Fax 1 888 222 0559 Web Site www idinternational com
5. RMA number replacement unit part component is shipped to customer with the new invoice e faulty unit part component is shipped back to i3 s attention with RMA form e faulty unit part component is received at i3 facility with RMA number indicated on the box and tested RMA form is sent to i3 accounting credit memo is generated for the shipped replacement unit 13 INTERNATIONAL INC 2015 i3 International The i3 logos are property of i3 International Inc All rights reserved 780 Birchmount Road Unit 16 Toronto Ontario Canada M1K 5H4 1 Tel 1 877 877 7241 Fax 1 888 222 0559 Web Site www idinternational com Returned Merchandise Authorization RMA mportant 13 reserves the right to change this policy without prior notice Refer to the most recent copy of this policy only Other copies will be considered invalid Rev 150401 INTERNATIONAL Bulk RMA Shipments Customers who wish to accumulate a number of components for a bulk RMA shipment must request an RMA number when ready to ship the product s Customers must keep records of Serial Invoice and PO numbers per item Freight Customers are responsible for freight costs to ship equipment to i3 i3 International is responsible for return freight costs to ship the equipment back to the customer Only in case of Advanced Replacement i3 will pay freight two ways RMA Under Warranty Repairs Please consult i3 s Limited Product Warranty policy to more information a
6. Returned Merchandise Authorization RMA mportant 13 reserves the right to change this policy without prior notice Refer to the most recent copy of this policy only Other copies will be considered invalid Rev 150401 INTERNATIONAL Returned Merchandise Authorization Number All items returned to i3 International must be accompanied by an RMA number without exception Merchandise without an RMA number will be refused by i3 s receiving department Any product returned without prior authorization will be sent back to the customer collect Please include the RMA number on the waybill or shipping label and write it clearly and prominently on the top right corner of the shipping box RMA number can be obtained by sending an email to rmasupport i3international com or speaking with i3 Technical Support Department 1 877 877 7241 The following product information will be obtained a Model and serial number b Date of shipment from i3 Factory Purchase Order PO number Sales Order SO number or i3 invoice number c Details of defect or reason for return If the RMA is approved the RMA number will be issued and provided to the customer All RMAs must include i3 Invoice number or customer PO number for the product in question for reference Without i3 Invoice or customer PO number reference no credit can be issued by i3 International Once the RMA number is issued the customer will be directed to include the RMA number with the shipment
7. ays from the original ship date are subject to the 25 restocking fee A credit memo of 75 of the original invoice excluding freight will be issued to the customer provided that all other RMA conditions above are met No credit returns will be processed beyond 91 days from the product s original ship date Shortages Defects Losses and Damage in Transit Shortages and defects must be reported immediately Claims for losses or damage in transit must be made as provided by law to the transportation company by the buyer HVR NVR DVR 45 day Advanced Replacement Warranty All units are covered against failure under Advanced Replacement Warranty for the first 45 days since the original ship date To qualify for coverage under Advanced Replacement warranty policy the unit part component damage must not be resultant from abuse or neglect willful or accidental Failure of a major component within the unit not resultant from customer abuse or neglect will result in a unit replacement Failure of a minor component or of the unit accessory not resultant from customer abuse or neglect will result in part component replacement To qualify for a new replacement unit part component under the 45 day Advanced Replacement warranty the process below must be followed customer obtains RMA number from i3 Technical Support department for the non working unit part component customer PO for replacement unit part component is received at i3 s premises citing
8. back to i3 International s premises Please note that RMA number expires 30 days from the date of issue In that case contact Technical Support again to issue a new valid RMA numer IMPORTANT Prior to shipment of replacement or repaired units or parts from i3 s premises back to the customer i3 requires a PO from the customer citing i3 s RMA number as confirmation that the customer wishes to have this product sent to their attention In some cases customer PO will be required before RMA number is issued Read RMA Under Warranty section for more information Return for Credit To return i3 products for credit customers must obtain an RMA number marked Return for Credit Provide the reason under Reason for Return as well as the customer original PO number or i3 invoice number for reference Without i3 Invoice or customer PO number reference no credit can be issued by i3 International All products returned for credit are subject to inspection and testing before determination is made to allow credit i3 products may be returned to i3 s premises for a full credit excluding freight costs provided that the returned products are received at i3 facility within 30 days of the original ship date the products are new unused and in resale condition product manufacture date is 3 months of less products are returned in their original unopened packaging Return for Credit products received at i3 facility within 31 90 d
9. bject to all of the following terms and conditions TERMS AND CONDITIONS 1 NOTIFICATION OF CLAIMS WARRANTY SERVICE If Purchaser believes that the Product is defective in material or workmanship then written notice with an explanation of the claim shall be given promptly by Purchaser to i3 International but all claims for warranty service must be made within the warranty period If after investigation i3 International determines that the reported problem was not covered by the warranty Purchaser shall pay i3 International for the cost of investigating the problem at its then prevailing per incident billable rate No repair or replacement of any Product or part thereof shall extend the warranty period as to the entire Product The specific warranty on the repaired part only shall be in effect for a period of ninety 90 days following the repair or replacement of that part or the remaining period of the Product parts warranty whichever is greater 2 EXCLUSIVE REMEDY ACCEPTANCE Purchaser s exclusive remedy and i3 International s sole obligation is to supply or pay for all labor necessary to repair any Product found to be defective within the warranty period and to supply at no extra charge new or rebuilt replacements for defective parts If repair or replacement fails to remedy the defect then and only in such event shall i3 International refund to Purchaser the purchase price for such Product Purchaser s failure to make a claim as provided i
10. bout your i3 product s warranty Under warranty products in need of repair must be returned to the i3 facilities freight charges prepaid accompanied by an RMA number Please refer to the Returned Merchandise Authorization Number section for more information Any product returned without prior authorization will be sent back to the customer collect RMA Repairs Year 1 of Original Warranty All DVR HVR NVR units are covered against failure for 1 year since the original ship date To qualify for repair coverage under i3 warranty policy the unit part component damage must not be resultant from abuse or neglect willful or accidental To qualify for the 1st year RMA repair the process below must be followed customer contacts i3 Technical Support 1 877 877 7241 and requests a repair RMA Number RMA number is sent to the customer customer ships the unit to i3 the unit is received at i3 premises e unitis repaired by RMA technician e repaired unit is shipped back to the customer Flat Rate RMA Repair Warranty Years 2 and 3 of Original Warranty Select DVR HVR NVR models qualify for Flat Rate RMA Repair during the 2nd and 3rd year of the original unit warranty Flat Rate RMA Repair warranty sets the flat rate for the cost of repair parts depending on unit model while repair labour charges are covered under the unit s original warranty Please consult i3 s Limited Product Warranty policy for more information about your i3 product s warrant
11. n paragraph 1 above or continued use of the Product shall constitute an unqualified acceptance of such Product and a waiver by Purchaser of all claims thereto 3 EXCEPTIONS TO LIMITED WARRANTY i3 International shall have no liability or obligation to Purchaser with respect to any Product requiring service during the warranty period which is subjected to any of the following abuse improper use negligence accident modification failure of the end user to follow the operating procedures outlined in the user s manual failure of the end user to follow the maintenance procedures in the service manual for the Product where a schedule is specified for regular replacement or maintenance or cleaning of certain parts based on usage and the end user has failed to follow such schedule attempted repair by non qualified personnel operation of the Product outside of the published environmental and electrical parameters or if such Product s original identification trademark serial number markings have been defaced altered or removed i3 International excludes from warranty coverage Products sold AS IS and or WITH ALL FAULTS and excludes used Products which have not been sold by i3 International to the Purchaser i3 International also excludes from warranty coverage consumable items such as fuses and batteries 13 INTERNATIONAL INC 2015 i3 International The i3 logos are property of i3 International Inc All rights reserved 780 Birchmount Road Unit
12. y To qualify for Flat Rate RMA Repair the process below must be followed customer contacts i3 Technical Support 1 877 877 7241 and requests a repair RMA Number e customer issues PO for repair in accordance with the Flat Rate RMA Repair Fee Structure see below RMA number is sent to the customer customer ships the unit to i3 the unit is received at i3 premises e unitis repaired by RMA technician e repaired unit is shipped back to the customer e flat rate RMA repair charges are invoiced under customer s PO Flat Rate RMA Repair Fee Structure US Customers Canadian Customers Rackmount 7x 8x 9x USD 370 Rackmount 7x 8x 9x CAN 460 Compact 2i 3P 4P 4i 5x USD 290 Compact 2i 3P 4P 4i 5x CAN 360 Veo16 USD 165 Veo16 CAN 206 Please note above pricing applies to i3 certified dealers only Prices are subject to change at the sole discretion of i3 RMA Out of Warranty Request for Repair Note all out of warranty repairs are subject to the mandatory 95 Diagnostic Fee charge Please see Limited Warranty on Factory Repairs section for information on warranty on RMA repairs DVR HVR NVR models not currently under warranty can be sent in for repair following the process below customer contacts i3 Technical Support 1 877 877 7241 and requests a repair RMA Number RMA number is sent to the customer customer ships the unit to i3 the unit is received at i3 premises e unitis tested by RMA
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