Support: Infinity WF: DOA Info

Infinity WF DOA Information

Definitions:

Warrantable Repair: A unit may be considered for Warrantable Repair if it is not functioning per specification, as detailed in the published Product specifications, after it has been installed for more than 30 days (and less than one year) or has more than 1,000 pages fed through the scanner.

DOA: A unit is considered Dead on Arrival (DOA) if the scanner arrives on-site in a non-damaged carton and does not function properly. If the shipping carton is damaged, the customer should immediately inspect the scanner for any physical damage. If damage is present, the customer should not accept the scanner and should contact the company they purchased the scanner from and that company should immediately file a claim with their carrier.

If there is no carton damage, but within 30 days of the date of your Scanner purchase or 1,000 pages fed, whichever comes first, the unit is not functioning per specification, as detailed in the published Product specifications, the scanner is considered DOA. The scanner is considered functioning if the Authorized Depot shows that the scanner works (scans the color test sheet and image clarity test sheet) with Infinity WF Scan (or other demo software) using a standalone PC.

Courses of action: DOA

If the customer believes they have a scanner that meets the definition of DOA as stated in this policy, they must contact the Böwe Bell + Howell Help Desk at the numbers listed below for assistance.

 

Region

Help Desk

North America

1-800-SCAN-495
(1-800-722-6495) or
1-585-781-8616 if calling from outside the U.S.

Latin America

1-800-SCAN-495 (1-800-722-6495) or
1-585-781-8616 if calling from outside the U.S.

Europe, Mid-East, Africa (EMEA)

1-585-781-8616

Asia

1-585-781-8616

 

Please have the following information available:

  • The serial number of the scanner
  • The installation date
  • A copy of your invoice showing the scanner purchase date

BÖWE BELL + HOWELL's Help Desk will attempt to solve the problem over the phone.  If the problem is not resolved, a Field Engineer will be dispatched to the end user site to inspect the scanner and attempt to solve the problem.  If the problem is not resolved to the end user's satisfaction, they may request their ASP to contactBÖWE BELL + HOWELL Technical Support for a replacement scanner.  Please note that a unit will not be replaced until a Field Engineer has been on-site at the end user's location to inspect the unit.  Please refer to the Infinity WF Limited Warranty Obligations for further information.