Technical Support Questions?
Global
Technical Support Questions?
Global
The 3xLOGIC warranty information details how to request a warranty repair, the information required, exceptions, and more. For additional details, contact our Technical Support team at (877) 395-6442.
3xLOGIC will warrant, subject to the conditions below, all 3xLOGIC-branded products from the date of shipment or invoice, whichever is the latest.
All goods requiring warranty repair shall be sent freight prepaid to a 3xLOGIC designated repair location. Repairs made necessary by reason of misuse, alteration, normal wear, or accident are not covered under this warranty. All references to “Dealer” herein refer only to 3xLOGIC Authorized Dealers.
3XLOGIC ASSUMES NO RISK AND SHALL BE SUBJECT TO NO LIABILITY FOR DAMAGES OR LOSS RESULTING FROM THE SPECIFIC USE OR APPLICATION MADE OF THE PRODUCTS. 3XLOGIC’S LIABILITY FOR ANY CLAIM, WHETHER BASED ON BREACH OF CONTRACT, NEGLIGENCE, INFRINGEMENT OR ANY RIGHTS OF ANY PARTY, OR PRODUCT LIABILITY, RELATING TO THE PRODUCTS SHALL NOT EXCEED THE PRICE PAID BY THE DEALER TO 3XLOGIC FOR SUCH PRODUCTS. IN NO EVENT WILL 3XLOGIC BE LIABLE FOR ANY SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES (INCLUDING LOSS OF USE, LOSS OF PROFIT, AND CLAIMS OF THIRD PARTIES) HOWEVER CAUSED, WHETHER BY THE NEGLIGENCE OF 3XLOGIC OR OTHERWISE.
If a warranty repair is required, the Dealer must obtain a RMA (Return Merchandise Authorization) by contacting 3xLOGIC Technical Support at (877) 395-6442.
The following information must be provided:
If there is a dispute regarding the warranty of a Product that does not fall under the warranty conditions stated above, please include a written explanation with the Product when returned.
Goods returned for repair should be clearly identified with the assigned RA number and freight must be prepaid. Method of return shipment shall be the same or equal to the method by which the item was received by 3xLOGIC.
All Products shipped must adhere to the 3xLOGIC packaging guidelines posted on our website (“How to Pack and Ship your DVR”) which include the need to return the materials in their original shipping package unless otherwise packed in accordance with our guidelines.
Your RMA# must be written visibly and legibly on the outside of the shipping package and included inside the package. Failure to do so may delay your repair.
All Vxxx video recording appliances shall have a 3-year parts and Return to Service Depot repair labor warranty except as detailed in the Warranty Exceptions paragraph below.
VIGIL Network Video Recorders shall have a 3-year parts and in-house repair labor warranty and 5-year software service support.
Software Support and Software Updates within the same release family will be provided at no charge for 5 years following the purchase of a 3xLOGIC Video Appliance.
Software updates beyond the same release family, e.g.: v8.xxx to v9.xxx will be made available at an additional charge for appliances with software that is “end-of-life” and within the 5-year software service support period.
3xLOGIC VISIX Camera line shall have a 4-year parts and in-house repair labor warranty with the exception of Preventative Maintenance, which is not covered under any warranty. Exceptions may apply, see product datasheets for details.
3xLOGIC INFINIAS Access Control Products shall have a 2-year parts and in-house repair labor warranty with the exception of Preventative Maintenance, which is not covered under any warranty.
3xLOGIC Branded Parts Not Listed Here – All other Products branded as 3xLOGIC but not listed here shall have a 1-year parts and in-house repair labor warranty except as detailed in the Warranty Exceptions paragraph below.
Products from other manufacturers, purchased through 3xLOGIC, will be honored by the original equipment manufacturer, and 3xLOGIC shall have no obligation to extend or honor the warranty on behalf of the manufacturer. At its discretion, 3xLOGIC may offer to assist in seeking warranty coverage from the OEM on behalf of the purchasing customer. In such case, 3xLOGIC does not accept or transfer warranty liability to itself.
Should a Product fail within the first year following the original purchase date, the customer, at its option, may request Advance Replacement of the failing Product. Eligibility of the Product for Advance Replacement shall be determined by 3xLOGIC Technical Support. Once a request for Advance Replacement has been made and approved and a return merchandise authorization (“RMA”) is issued, the customer must issue to 3xLOGIC a Purchase Order in the amount of the original purchase price of the failed Product plus the cost of shipping. Customer may determine the desired shipping method or accept the 3xLOGIC default shipping method. Customer is responsible for shipping costs of the Advance Replacement Product and the return of the failing Product. When the failing Product is received by 3xLOGIC, a credit will be issued against the customer’s purchase order less shipping charges. Should the failing Product not be returned within 30 days of the issuance of the RMA, the customer will be billed the full amount of the purchase order. Customer must be in good standing with 3xLOGIC to receive an Advance Replacement against the customer’s purchase order.
Approved Advance Replacement requests will be fulfilled with new Products for the first 90 days following the purchase date and, at the discretion of 3xLOGIC, with re-certified Products from the 91st to the 365th day following the purchase date.
There are no express or implied warranties except as listed above. The above warranty provides the Dealer with specific legal rights. The Dealer also may have additional rights, which are subject to variation from state-to-state.
The National Defense Authorization Act (“NDAA”), specifically Section 889 of the NDAA, is federal legislation that put restrictions on the federal government’s procurement of equipment manufactured by certain entities named in the legislation (“Covered Entities”) and the federal government’s ability to contract with vendors who use such equipment.
All of 3xLOGIC’s products are compliant with Section 889 of the NDAA, meaning that 3xLOGIC products do not include components manufactured by the Covered Entities, nor does 3xLOGIC have any OEM, ODM, or JDM relationships with the Covered Entities.
