DOA Warranty Policy
Definitions:
DOA
A unit is considered Dead on Arrival (DOA) if, within 30 days of installation or 20,000 pages fed, whichever comes first, the unit is not functioning per specification.
Warranty Return
A unit may be considered a Warranty Return if it is not functioning per specification after it has been installed for more than 30 days or has more than 20,000 pages fed through the scanner.
Course of Action:
DOA
If an end user believes they have a scanner that meets the definition of DOA as stated in this policy, they must contact their Authorized Service Provider (ASP) or the BÖWE BELL + HOWELL help desk (800-SCAN-495) for assistance.
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
The 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 contact BÖWE 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.
Warranty
If an end user believes they have a scanner that does not meet the DOA definition, but does meet the Warranty Repair definition as stated in this policy, they must contact their ASP or the BÖWE BELL + HOWELL help desk for assistance.
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 or the ASP'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 resolve the problem. If the problem is not resolved to the end user's satisfaction, they may request their ASP to contact BÖWE BELL + HOWELL Technical Support for factory depot repair of the scanner.
Once the unit has been verified by BÖWE BELL + HOWELL Technical Support to meet the Warranty Repair definition as stated above, a scanner to be used as a "loaner" can be requested if the estimated repair time quoted by Böwe Bell & Howell is greater than five business days. At Böwe Bell & Howell's discretion, the loaner scanner will be sent out at the MSRP to the end user. The model of the "loaner" scanner will be selected by BÖWE BELL + HOWELL to be compatible with the customer's scanner but is not guaranteed to be the same model. A pick-up will be arranged with the end user for return of the warranty repair unit. The warranty repair unit will be repaired at an authorized BÖWE BELL + HOWELL depot facility within three business days of the receipt at the facility. When applicable, the end user will be credited the MSRP of the loaner scanner when it has been returned with all parts inventories present.