DOA Policy for Truper
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 20,000 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 20,000 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 ScanDemo (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 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. Please refer to the Trūper Limited Warranty Obligations for further information.
This warranty does not extend to third-party software bundled with the Trūper 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 | 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 resolve the problem or the Help Desk will provide instructions on how and where to send your Product for repair to the Authorized Depot.
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.
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 Trūper Limited Warranty Obligations for further information.
This warranty does not extend to third-party software bundled with the Trūper scanner or to any other manufacturer’s products. Please refer to the manufacturer's warranty for details regarding coverage.