Kramer warranty

Being at the tip of Africa we can often feel like we’re at the bottom at the world, a long way from everything. This makes buying imported products a dubious exercise because while it’s nice to have nice new toys, support is often a huge concern. While these products do have limited warranties we still tend to dread the day something goes wrong. So what happens when something does go wrong? Who do we turn to, what are the terms of the warrantee and who takes on what responsibilities?

Chanelle Ellaya finds out more from Crestron Electronics, Kramer Electronics, Extron Electronics, AMX and PTN Electronics.

Warranty period: Seven years from the date of original purchase. Except for: Fiber Optic cables and Kramer speakers – one year.

What does the warranty cover: Product defects in materials and workmanship.

Limitations? The limited warranty is void if (a) the label bearing the serial number of the product has been removed or defaced, (b) the product is not distributed by Kramer Electronics or (c) the product is not purchased from an authorized Kramer Electronics reseller.

The limited warranty does not cover any damage, deterioration or malfunction resulting from any alteration, modification, improper or unreasonable use or maintenance, misuse, abuse, accident, neglect, exposure to excess moisture, fire, improper packing and shipping (such claims must be presented to the carrier), lightning, power surges, or other acts of nature.

The limited warranty does not cover any damage, deterioration or malfunction resulting from the installation or removal of the product from any installation, any unauthorised tampering with the product, any repairs attempted by anyone unauthorised by Kramer Electronics to make such repairs, or any other cause which does not relate directly to a defect in materials and/or workmanship of the product. The limited warranty does not cover cartons, equipment enclosures, cables or accessories used in conjunction with the product.

Who provides support for Kramer in South Africa? Electrosonic SA.

Are Kramer (still under warranty) products repaired in South Africa? Yes, by Electrosonic SA.

If products under warranty cannot be repaired in South Africa, who covers the shipping costs? Shipping from South Africa to Kramer – Electrosonic SA is responsible. Shipping from Kramer to South Africa – Kramer Electronics is responsible.How does Kramer handle warranties on parallel imports? In order to pursue any remedy under the limited warranty, the customer must possess an original, dated receipt as proof of purchase from an authorized Kramer Electronics reseller. If the product is returned under the limited warranty, a return authorization number, obtained from Kramer Electronics, will be required.

Crestron warranty

Warranty period: Three years from date of purchase, (excluding: Crestron Lighting Control Systems).

Except for:

• Disk drives and any other moving or rotating mechanical parts, pan/tilt heads and power supplies – one year

• Touchscreen displays and overlay components – 90 days.

• Batteries and incandescent lamps – not covered.

What does the warranty cover? Manufacturing defects in materials and workmanship under normal use and service.

Limitations: Crestron shall not be liable to honour the terms of the warranty if the product has been used in any application other than that for which it was intended, or if it has been subjected to misuse, abuse, accidental damage, modification, improper wiring, improper repair, incorrect repair or improper installation procedures.

Furthermore, the warranty does not cover any product that has had the serial number altered, defaced, or removed. The warranty shall be the sole and exclusive remedy to the original purchaser. In no event shall Crestron be liable for incidental or consequential damages of any kind (property or economic damages inclusive) arising from the sale or use of this equipment.

Crestron’s liability on any claim for damages arising out of or in connection with the manufacture, sale, installation, delivery, or use of the unit shall never exceed the purchase price of the unit.

Crestron is not liable for any claim made by a third party or made by the purchaser for a third party.

Who provides support for Crestron in South Africa? Crestron’s local repair centre.

Are Crestron (still under warranty) products repaired in South Africa? Yes, Crestron’s local repair centre performs a multitude of Crestron repairs. Technicians are always on standby to assist with any Crestron related problems. We use team viewer to assist dealers on site with programming or setup issues.

If products under warranty cannot be repaired in South Africa, who covers the shipping costs? Crestron will ship products both ways at their own cost

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How does Crestron handle warranties on parallel imports? Do you track serial numbers? Crestron track serial numbers before accepting products to be repaired under warranty.

AMX warranty

Warranty period: 3 years from date of delivery.

Except for:

• LCD and LED panels – three years from the shipping date, except for the display and touch overlay components – one year from the shipping date.

• Disk drive mechanisms, pan/tilt heads and external power supplies – one year
• AMX lighting products are warranted to switch on and off any load that is properly connected to their lighting products, as long as the AMX lighting products are under warranty. AMX also warrants the control of dimmable loads that are properly connected to their lighting products. The dimming performance or quality thereof is not warranted, due to the random combinations of dimmers, lamps and ballasts or transformers.

• AMX software and firmware – ninety days from the shipping date.

• Batteries and incandescent lamps – not covered

• AMX EPICA, Enova DGX (DGX Enclosure and respective IO boards only), Modula, Modula Series 4, Modula Cat Pro Series and 8Y-3000 product models will continue for the original installation until five years after the issuance of a product discontinuance notice (“PDN’) with respect to termination of the applicable product model. However, if the product is moved from its original installation to a different installation, the warranty period will automatically become three years from the shipping date and, if more than three years have elapsed since the shipping date, the warranty period will automatically expire.

• Warranty period for products repaired – 90 days or the balance of the original product’s warranty period, whichever is the greater.

What does the warranty cover? Product defects due to materials or workmanship issues

Limitations? The limited warranty does not apply to any AMX product that has been modified, altered or repaired by an unauthorized agent or improperly transported, stored, installed, used, or maintained; damage caused by acts of nature, including flood, erosion, or earthquake; damage caused by a sustained low or high voltage situation or by a low or high voltage disturbance, including brownouts, sags, spikes or power outages; or damage caused by war, vandalism, theft, depletion, or obsolescence.

Who provides support for AMX in South Africa? Support for all AMX products in Southern Africa is provided by Peripheral Vision. Peripheral Vision provides loan equipment to their dealers on all warranty equipment while repairs are being done.
However, all dealers that receive SLA revenue from their customers for AMX installations are expected to maintain adequate levels of SLA support stock for their SLA contacts.

Are AMX (still under warranty) products repaired in South Africa? For products that are under warranty, first line repairs are done locally by Peripheral Vision Technicians. When it cannot be repaired locally product is returned to AMX for repair

If products under warranty cannot be repaired in South Africa, who covers the shipping costs? Shipping from South Africa to AMX – Peripheral Vision is responsible. Shipping from AMX to South Africa – AMX is responsible. Unless priority shipping is required by client.

How does AMX handle warranties on parallel imports? Peripheral Vision is the sole distributor of AMX products in Southern Africa and all products are recorded and tracked by serial numbers. Any products not sold through the valid channel (Peripheral Vision) will not be supported.

PTN warranty

Warranty period? Five years (not including accessories).

PTN Power Supplies – lifetime warranty

What does the warranty cover? The warranty is limited to defects in workmanship or parts which will either be repaired or replaced; it does not extend to accessories such as remote receivers & remote controls, nor does it cover manuals, packaging, power or interconnecting source cables.

Limitations: The warranty does not cover batteries, or any other consumable item.
The warranty does not cover any defect caused by an accident, misuse, abuse, improper installation as determined by the product user manual or operation, lack of reasonable care, unauthorized modification, loss of parts, tampering or attempted repair by anyone not authorised by the company.

The warranty will not apply if any factory-applied seal or serial number has been altered or removed from the product.

The warranty will not apply if damage, malfunction or failure resulting from alterations, accident, misuse, abuse, fire, liquid spillage, use on an incorrect voltage, power surges and dips, force majeure, voltage supply problems, tampering or unauthorized repairs by any persons, use of defective or incompatible accessories, exposure to abnormally corrosive conditions or entry by any insect, vermin or foreign object in the product.

The warranty does not cover damage arising during transportation, installation or while moving the product, or to any transportation costs of the product or any parts thereof to and from the owner, unless otherwise specified in the warranty.

Who provides support for PTN Electronics in South Africa? Audio Visual Centre (PTY) Ltd is the Southern African Importers and distributor of PTN Electronics Range of Products. All product and technical support is done by AVC. AVC has branches in Johannesburg, Cape Town and Durban.

Are PTN Electronics (still under warranty) products repaired in South Africa? Component repairs and replacements are done locally by Audio Visual Centre (PTY) Ltd.

If products under warranty cannot be repaired in South Africa, who covers the shipping costs? PTN Electronics covers all shipping costs.

How does PTN Electronics handle warranties on parallel imports?

Every product brought in under warranty must retain a purchase receipt or invoice as proof of purchase and as proof of the date on which the purchase was made. The purchase receipt or invoice must be presented when making a claim under the Warranty; failure to do so will render the warranty as invalid.

Extron warranty

Warranty period:

Powered products – three years from the date of invoice.

Touchscreen display and overlay components – one year parts and labour warranty.
Flat Field®, SoundField®, SpeedMount®, and System INTEGRATOR® speakers – five years.

Lifetime Limited Cable Performance Warranty – If, at any time, the cable fails due to manufacturer defect, Extron will repair or replace the cable to ensure that it meets original performance specifications. Extron will test and evaluate all cable products claimed defective.

What does the warranty cover? Defects in materials and workmanship.

Limitations: Reduced performance due to normal wear and tear, or damages caused by misuse or negligence will not be covered.

Who provides support for Extron in South Africa? Extron has a regional sales office in Johannesburg which provides convenient access to Extron for customers in Africa. The facility is home to sales and technical support representatives who are fully trained to provide expert help to customers.

Are Extron (still under warranty) products repaired in South Africa? Yes, the majority of repairs are done locally. If a repair is needed, customers in South Africa simply deliver the product to Extron’s Johannesburg office. The product will be repaired within seven days and returned to the customer’s location.

If products under warranty cannot be repaired in South Africa, who covers the shipping costs? In the event that a product cannot be repaired locally, the shipping costs will be paid for by Extron.

This article was compiled from information obtained from the manufacturer’s limited warranty policy as well as comment from manufacturers and distributors. Please refer to the complete warranty documents on the manufacturer’s website for full details. Pro-Systems does not take responsibility for any misrepresentations or erratums therof.