Have you ever read a warranty document? I’ve read a few in my time. Normally filled with legal language and disclaimers, most people simply brush them aside as the last pages of a manual or throw a printed copy of the warranty right into a file folder or recycling bin.
Warranties are important however and not just for the company that issues them. AudioConexus provides one and two year manufacturers’ warranties on our products (depending on the product). What does that mean? And how does it help you?
Our warranties are more than printed ink on recycled paper. We stand behind our warranties. So that means we will support you completely through any problems or issues you may have. While we don’t have many warranty related issues, murphy’s law, there is always a chance that you are the person that needs our help. So what is the process for a warranty related issue? Well, I’m hoping to simplify that for you today.
Warranties are for your protection and assurance – as our client – that everything is going to work well for you. If a product doesn’t work due to a manufacturer’s defect within one year of purchase, we will replace or repair that unit for you right away. If you want to call our technical department to ask questions about your product, we’re here to help. The technical department is set up as a client-facing department. We actively answer questions, provide training and solve problems. We also work diligently with you to uncover the root of a problem so it doesn’t occur again.
To help guide you through our warranty process, we have the following procedure in place. It all starts with a phone call or an email. Please call us at 613-507-1300. Our department extension is 107. Or you can email us at email@example.com.
Emailing to our support@ address will begin a “Trouble Ticket” in our help desk system. Alternatively, if you’ve already been introduced to our new AudioConexus Help Desk system, you can login to input a help ticket directly.
When we receive your support ticket, we’ll contact you by email (we receive tickets for a variety of requests including user manuals and software training). If you are experiencing a problem, we’ll ask for additional details about the symptoms of your problem. This step may also involve a phone call so we can ask questions or suggest simple solutions, but often pictures of the unit in question will help us as well. If we determine there is a fault with the product, we will immediately issue an RMA number. (Return Merchandise Authorization Number).
Using this number, please ship the unit back to our AudioConexus Head Office address. Please ensure that your RMA Number is noted on the package. When the package arrives at AudioConexus, we will run diagnostics tests on your unit following a rigid Quality Assurance checklist. During this QC process, we will determine if the problem falls under your warranty plan. If your product falls under warranty, we will either repair or replace your product with a new one and ship it back to you at our cost. If the issue does not fall under warranty repair or replacement, we will notify you and provide you with a quote for replacement or repair.
Once your product is repaired or replaced, we ship it back to you. When your unit has arrived back at your location, we ask that you contact us by phone or by email. This is because we will support you in reinstalling or setting up the new/replaced unit so you are fully operational again.
By using our Help Desk system, we’ll catch problems that can be resolved quickly. Often, products do not have to be shipped back to us because we can help you resolve the problem by email, over the phone, or by using TeamViewer. We recommend that we support you before a unit is shipped to us. When we have the opportunity to be involved early on we often find that products may not actually be defective or damaged. We’ve encountered problems such as batteries, loose or disconnected cables, changed system settings, etc. But that’s why we’re here. Client care is really important to us. So if you have a question please call or email us.
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