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How to get service (repair) |
Please read the entire page before submitting an RMA request.
REPAIRS/REPACEMENT OF HARDWARE IN CANADA AND NORTH AMERICA, LATIN- AND SOUTH AMERICA:
This information and the instructions below are for generating an RMA number for customers in the United States, Canada and Latin- and South America only.
This RMA process is only for the repair or replacement of defective PCTV Systems hardware.
REPAIRS/REPACEMENT OF HARDWARE OUTSIDE OF CANADA AND NORTH AMERICA, LATIN- AND SOUTH AMERICA:
See the links at the bottom of this page.
PARTS:
If you are missing a part or have a defective CD, cable, etc. contact Support via email to support@pctvsystems.com or call our support hotline under +1 631 434 – 3197.
OUT OF WARRANTY HARDWARE:
PCTV Systems hardware warranty is 2 years.
BASIC PROCEEDURE TO GET REPLACEMENT HARDWARE
1. With the help of Support, make sure the hardware is defective.
2. Read these instructions and contact our support via email to support@pctvsystems.com.
3. Ship back the necessary items to the RMA address with the RMA-ticket number given on the confirmation email.
DETAILED RMA PROCEDURE:
The procedure outlined below is for Repair/Replacement only.
1. CONTACT SUPPORT FIRST:
All customers should contact support first, before submitting a request for an RMA. Most failures are not hardware failures but are configuration issues. We want to avoid having customers with the same problem with replacement hardware, when it could have been solved by contacting support via an email or call or by reading an FAQ. To contact support you have the following options:
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a. FAQs: We have technical documents covering a wide range of issues. Most likely, your issue is covered here. We are constantly adding new documents.
b. Email:
c. Call support:
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2. How to get your defective hardware exchanged with a replacement... (Hardware only )
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a. Check with your dealer if it is possible to directly exchange your product with them.
b. If you have verified with Support that the hardware is defective and your dealer cannot replace it, then we can forward your request to our Service department. Now you can send back the defective product for exchange to our Service department.
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NOTES:
SERIAL NUMBERS:
This is a required information for our service departement. Typically the serial number is found on a label stuck on the back of the hardware (PCI board or external case).
SHIPPING CHARGES:
The shipping cost to send in the RMA product to our Service department is the customer's responsibility. PCTV Systems will pay the return shipping cost to return the product to you.
THE PCTV SYSTEMS RMA ADDRESS AND RMA NUMBER:
These will be given to you via email by our support.
ADDITIONAL ITEMS TO BE SENT BACK WITH YOUR RMA:
Please include the following with your RMA shipment
· your RMA ticket number (you'll find it in the subject of the mail) and your full postal address
· a copy of your Proof of purchase, (i.e. store receipt, invoice, etc.)
· a full description of the problem with the hardware.
· The defective hardware. In order to get a expedite the exchange, please only send the hardware to the address which will be given to you with the RMA ticket number. DO NOT send packaging, software CD's, manuals etc. Packaging will not be returned.
· If the defective hardware is an external device, make sure to send back its power supply since that could be part of the problem.
· If you feel that the cable (i.e. USB, firewire, audio, video, etc.) that came with the PCTV Systems hardware is also defective, please include it in your shipment, with a note in your RMA
SHIPPING METHOD:
We recommend you ship the product to our Service department via traceable/trackable method. Examples would be UPS, FedEx, US Postal Service Registered or Return Receipt. You may want to consider insuring it for the value of the product. Pack the product securely so it will not be damaged in transit. PCTV Systems is not responsible for damage or lost shipments.
RMA TURNAROUND TIME:
Our Service departement will ship an equivalent product after receipt of the defective product. This process can take 3 - 4 weeks. To minimize the turnaround time, we recommend you ship the RMA to us via a 1 - 3 day service to minimize shipping delays. Our Service departement will ship the replacement back to you via a 3-day delivery service.
RMA PAPERWORK:
Keep a copy of all of the paperwork you sent in on your RMA. When you receive the replacement, keep the shipping document that comes with it. It will act as a warranty document for the RMA.
REMINDER #1:
Please only return the board (or the box). Don't send the glossy box, software CD's, manuals etc. This will not be returned.
REMINDER #2:
If you feel that the cable (i.e. USB, firewire, audio, video, etc.) that came with the Pinnacle hardware is also defective, please include it in your shipment, with a note in your letter.