Warranty Policy and Procedure

Warranty Policy and Procedure

Covid Chipset shortages 

The global pandemic has placed a tremendous strain on the supply chain for the electronics industry, causing mass shortages and several suppliers to close permanently. PVI is not responsible for any delays or the inability to order repair parts for reasons beyond our control. However, ProVideoInstruments will gladly work with you to determine an alternative solution for your application.

Because of the nature of electronics, defects or damage can happen. We have rigorous QC control procedures to ensure that we can minimize the number of defects or prolonged failures. Therefore, we stand behind our products, and each unit has a 5-year limited warranty that starts from the time you receive your unit from your original order. This warranty is tied to the AB-XXXX order number.

If you require warranty service, please click "Submit a Ticket" at the top of this page. Please include the following information:

1. Original order number. ("AB-XXXX" if purchased originally from PVI.)
2. The model name or product code of the unit you're having the issue.
3. Explanation of the problem.
4. Do you have any previous tickets?

The 5-year limited warranty covers the following:

1. Main Encoder/Modulator chipset
2. LCD panels or displays
3. Any input devices such as keyboards or front panel interfaces
4. Manufacture defects such as defective chipsets or solder joint failures
5. Internal power supplies
6. DOA units within the DOA window replacement (21 days from the original purchase from PVI).

The warranty does not cover the following:

1. External damages, which include the following:
a. Lighting storm
b. Incorrect usage
c. User negligent
d. Broken or sheared connectors from forceful use
e. Water damage
f. Power surges
g. External power supply failure or shortage, which can send a surge to the unit
h. Incorrect handling or installation, which can damage the unit

i. Input Surges to connectors such as SDI or HDMI. This includes Sources creating a surge and grounding to our HDMI/SDI ports causing damage.

2. Any connector or input port damage:
b. SDI
c. ASI
d. Ethernet ports
e. USB
f. Coax F, type connector
g. BNC connectors
h. CVBS, Component, Composite
i. Power connectors

3. Shipping cost
a. We do not cover any shipping cost of the units being ship to and from our repair center. The sender must cover all shipping costs. The shipment must be delivered to our location at no cost to ProVideoInstruments.
b. All units shipped to our repair center must include a prepaid return label so that we can send the unit back.
c. If no prepaid return label is included, delays can occur and slow the repair process down.
d. Shipping costs, if requested to be billed for are none refundable.
e. We only accept UPS, FedEx, DHL
f. We do not and cannot receive USPS - If you proceed to use USPS, delays may occur.