Three-Year Warranty
All new Samsung Techwin products are supplied with a comprehensive three-year warranty as standard to ensure that our clients can buy with complete confidence. Any product that is found to have manufacturing or production defects during this time will be covered under warranty. Product warranty comes into effect from delivery date determined by serial number & Purchase Order Number, plus an additional three months to allow for the distribution chain. Most products that are over three-years old can be returned as a chargeable repair. Please contact our team on +44 (0)800 169 1269 for further details.
Advanced Replacement:
Our new Advanced Replacement service provides installers with the assurance that they can repair a video surveillance system at the earliest opportunity and without waiting for a product reported as faulty to arrive and be processed at one of our service centres.
If a product develops a fault during the first year of its three year warranty, a replacement will now be dispatched to a specified address within 48 hours of the request. This new service covers all of the company’s analogue and IP network based products with the exception of accessories, keyboard controllers and monitors.
Installers who have qualified to be part of Samsung Techwin’s Smart Partners programme can take advantage of the Advanced Replacement service for up to two years of a product’s three year warranty.
Returning Faulty Product
Please follow the below steps to obtain a Return Merchandise Authorisation (RMA) number.
To obtain an RMA number please follow these steps:
- 1. Write down the Model Code and Serial Number of the product to be returned
- 2. Obtain a full description of the fault
- 3. Contact our team on +44 (0)800 169 1269
- 4. On acceptance of the RMA we will provide a call reference number
- 5. Using the Call reference number contact your Distributor who will arrange an RMA with us and provide you with shipping details to a local approved service and repair centre
- 6. A tracking number will be provided to view the status of the repair on-line
- 7. The repaired item can be shipped to your preferred location
Warranty exceptions
- 1. Non-recommended hard drives and/or poorly fitted hard drives
- 2. Damaged caused by third parties
- 3. Acts of God
- 4. Any attempt of unauthorised repair
- 5. Any modification to standard product
- 6. Incorrect installation not in line with Samsung Techwin guidelines or specification
- 7. Operation of the product not in line with Samsung Techwin guidelines or specification
- 8. NFF – (No Fault Found) Units found to have no fault after testing are subject to a fee to cover the cost of administration and logistics.
Samsung Techwin is committed to providing a complete service pre and post sales. To avoid any of the above warranty exceptions please try our training courses to help get the most from Samsung Techwin Products and avoid any un-necessary returns, saving you time, money and reputation.
To arrange product training please contact your distributor who will have specific details and information on dates and open days.
Samsung Techwin Approved Service & Repair Centres
Samsung Techwin has approved service and repair centres the length and breadth of Europe offering a five-day turnaround from the date the product is received.
Contact us