DOA Policy
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 4,000 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 4,000 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 Capio (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 |
852-256-49777 |
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, the Help Desk will provide instructions on how and where to send your PRODUCT for replacement to the Authorized Depot.
The DOA scanner must be shipped to the Authorized Depot in the original carton and packaging materials. Please refer to your Operator Manual for repacking instructions. The customer is responsible for shipping charges to send the scanner to the Authorized Depot. Once the unit has been verified by the Authorized Depot to meet the DOA definition as stated above, a replacement unit will be sent. Please refer to the Sidekick Limited Warranty Obligations for further information.
This warranty does not extend to third-party software bundled with the Sidekick scanner or to any other manufacturer’s products. Please refer to the manufacturer’s warranty for details regarding coverage.
Warrantable Repair
If the customer believes they have a scanner that meets the Warrantable Repair definition as stated above, 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 |
852-256-49777 |
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, the Help Desk will provide instructions on how and where to send your PRODUCT for repair to the Authorized Depot.
The scanner must be shipped in the original carton and packaging materials. Please refer to your Operator Manual for repacking instructions. The customer is responsible for shipping charges to send the scanner to the Authorized Depot. The scanner will be repaired within 72 hours of receipt and will be returned to the end user (at no charge) by the same shipping priority as it was sent to the Authorized Depot. Please refer to the Sidekick Limited Warranty Obligations Sidekick Limited Warranty Obligations for further information.
This warranty does not extend to third-party software bundled with the Sidekick scanner or to any other manufacturer’s products. Please refer to the manufacturer’s warranty for details regarding coverage.