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SERVICE AND PARTS: U.S. and International
U.S. and International | European and Middle East
Genuine Factory Replacement Components:
Contact your Parts Coordinator at extension 369 to inquire about procuring piece part or sub-assemblies required to meet your specific servicing needs.
Correspondence via email can be accomplished by sending your specific requests to gcancilla@vicon-cctv.com. Voice mail capabilities exist to compliment your business transactions.
To help assist you:
- Please have your six (6) digit product code available when calling for assistance. The product code can be found on the silver or white label attached to the main chassis. For some models the label may be affixed to the inside of the unit. Should the product code not be available, the model number and / or model family name may be found on the front or top panel.
- When dealing with printed circuit boards and / or plug-in cards, the first ten (10) digits of the twelve (12) digit board part number will help us identify your product. The board number takes the form: xxxx-xxxx-xx-xx.
- If neither of the above identification methods are available to you a digital photo and a follow up conversation will allow us the best opportunity to help with your component request. Please send your digital photos to gcancilla@vicon-cctv.com.
Product Servicing:
Should servicing be required, we offer several Factory Authorized Service Centers in the continental United States. We also offer the services of an additional center in Canada. By simply contacting the Service Repair Coordinator at extension 384, the service location that best meets your need will be identified. For our customers that are familiar with the Service Center Network please do not hesitate to contact them directly; a complete list of Service Centers can be found below. For your added convenience, correspondence can also be initiated via email address knefsey@vicon-cctv.com or, when the circumstances permit, by taking advantage of our voice mail capabilities.
To help assist you:
- When returning product or parts to Vicon Corporate Headquarters please ensure that the Return Authorization (RA) or Part (PT) return number issued to you is clearly indicated on the outside of the carton.
- For your convenience Vicon offers a Flat Repair Fee for many of our out of warranty products when servicing is performed at Vicon Corporate Headquarters. This fee covers material and labor needed to service your product. Should you choose, the need to be contacted by Vicon to request a purchase order may be avoided if it is supplied at the time of the RA request. Under no circumstances will Vicon proceed with your servicing request should the product incur additional charges needed to complete the servicing of your product.
- To help expedite the servicing of your product please include within the shipping carton a detailed explanation of the symptoms and contact information for the person most familiar with the problem, should we need to have one of our technicians contact you to discuss the specifics of your service request.
- Because select families of product are only serviced at Vicon Corporate Headquarters, please contact us directly if you are unsure as to which location can best meet your servicing needs.
- For your convenience and review, the “Vicon Standard Equipment Warranty” policy can be found below.
Factory Authorized Service Centers
Audio Video Sys. Inc.
1860 Old Okeechobee Rd. #104
West Palm Beach, FL 33409
Tel: 1-800-367-1896
Tel: 561-686-4473
Fax: 561-689-5520
http://cctvrepair.com/
BT Services
11000 E. Rush St,STE2
South El Monte, CA 91733
Contact: Tam Tran/Jane Hayman
Phone 626-582-1678
Fax 626-529-0908
1-888-582-1678
e-mail service@BTAVS.com
LRC LLC - Contact: Jamie or Ken
5665 Tremont Ave.
Davenport, IA 52807
Tel: 1-800-645-2110
Tel: 563-324-2199
Fax: 563-324-7938
www.lrc-llc.com
L.A.M. TECHNICAL SERVICES LTD - Contact: Kathleen or Marcel
C/O The UPS Store
17008-90 TH Avenue, Suite 425
Edmonton, Alberta
Canada T5T 1L6
Call for an RA repair number
Tel: 780-447-2043
Fax: 780-447-2045
lam@lamtechnical.com
kthievin@lamtechnical.com
http://www.lamtechnical.com
VIDEO EXPERTS - Customer Service
145 Barr Unit 2
ST. Laurent, Quebec
Canada H4T 1W6
Tel: 800-722-3973
e-mail service@videoexperts.com
VIDEO EXPERTS - Customer Service
400 Matheson Blvd E.,Unit 5
Mississauga,Ontario
Canada L4Z 1N8
Tel: 800-722-3973
e-mail service@videoexperts.com
Vicon Standard Equipment Warranty
Vicon Industries Inc. (the “Company”) warrants your equipment to be free from defects in material and workmanship under Normal Use from the date of original retail purchase for a period of three years, with the following exceptions:
- VCRs, all models: Labor and video heads warranted for 120 days from date of original retail purchase. All other parts warranted for one year from date of original retail purchase.
- Video monitor CRT (cathode ray tube) and LCD monitors, all models: One year from date of original retail purchase.
- Uninterruptible Power Supplies: Two years from date of original retail purchase.
- VDR-304 and VDR-308 Recorder Series: One year from date of original retail purchase.
- Normal Use excludes prolonged use of lens and pan-and-tilt motors, gear heads, and gears due to continuous use of “autopan” or “tour” modes of operation. Such continuous operation is outside the scope of this warranty.
Date of retail purchase is the date original end-user takes possession of the equipment, or, at the sole discretion of the Company, the date the equipment first becomes operational by the original end-user.
The sole remedy under this Warranty is that defective equipment be repaired or (at the Company’s option) replaced, at Company repair centers, provided the equipment has been authorized for return by the Company, and the return shipment is prepaid in accordance with policy.
The Company will not be obligated to repair or replace equipment showing abuse or damage, or to parts which in the judgment of the Company are not defective, or any equipment which may have been tampered with, altered, misused, or been subject to unauthorized repair.
Software supplied either separately or in hardware is furnished on an “As Is” basis. Vicon does not warrant that such software shall be error (bug) free. Software support via telephone, if provided at no cost, may be discontinued at any time without notice at Vicon’s sole discretion. Vicon reserves the right to make changes to its software in any of its products at any time and without notice.
This Warranty is in lieu of all other conditions and warranties express or implied as to the Goods, including any warranty of merchantability or fitness and the remedy specified in this Warranty is in lieu of all other remedies available to the Purchaser.
No one is authorized to assume any liability on behalf of the Company, or impose any obligations on it in connection with the sale of any Goods, other than that which is specified above. In no event will the Company be liable for indirect, special, incidental, consequential, or other damages, whether arising from interrupted equipment operation, loss of data, replacement of equipment or software, costs or repairs undertaken by the Purchaser, or other causes.
This warranty applies to all sales made by the Company or its dealers and shall be governed by the laws of New York State without regard to its conflict of laws principles. This Warranty shall be enforceable against the Company only in the courts located in the State of New York.
The form of this Warranty is effective August 15, 2007.
THE TERMS OF THIS WARRANTY APPLY ONLY TO SALES MADE WHILE THIS WARRANTY IS IN EFFECT. THIS WARRANTY SHALL BE OF NO EFFECT IF AT THE TIME OF SALE A DIFFERENT WARRANTY IS POSTED ON THE COMPANY’S WEBSITE, WWW.VICON-CCTV.COM. IN THAT EVENT, THE TERMS OF THE POSTED WARRANTY SHALL APPLY EXCLUSIVELY.
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