2GIG Rely Guide D'installation page 17

Defective Product Return Product Authorization (RA)
Dealers and Distributors
Dealers and Distributors are required to call Nortek Security & Control to troubleshoot product
in question before an RA will be issued. An Application Engineer will troubleshoot and verify the
product defect and assign a Troubleshooting Ticket Number.
All defective products returned to NS&C for replacement must be pre-approved by NS&C Returns
and have an RA number assigned to the return. Dealers and Distributors please call NS&C Returns at
855-546-3351 or send an e-mail to returns@nortekcontrol.com.
RA requests for 2Gig products must complete an RA request form.
The following information must be provided to NS&C before any RA number will be assigned to
authorize the return:
• Troubleshooting Ticket Number
• Customer's Name
• Customer's Shipping Address. (PO Boxes cannot be used)
• Customer's Telephone Number
• Customer's Contact Name
• The Part Number(s) being returned
• The Quantity of each item being returned
• The Product's Date Code
There is a label on all of NS&C products that indicates the date of manufacture of the product. This
number displays the month and year that the product was manufactured. For example, the number
1632 indicates a manufacturing date of 2016, 32 week. Products where this number has been
removed or altered will be treated as out of warranty.
Terms of Conditions for All RA Returns
The following terms apply to in-warranty product returns:
1. Product that is out of warranty (except as noted below) will not be accepted and will be returned
at the customer's expense or destroyed at our facility.
2. Defective products that are part of a system kit will not be accepted for repair as a kit. Individual
kit components should be returned for repair using the product's actual part number.
3. Products must be returned to NS&C intact. Sub-assemblies will not be accepted and will be
returned at the sender's expense. The product must be packaged such that it will not be dam-
aged as a result of shipping and handling. Products that are damaged in transit to NS&C due to
improper packaging or by the carrier (shipping company) will not be covered under the warranty.
If the product was damaged or lost by the carrier, it is the sender's responsibility to create a claim
against the carrier.
4. NS&C reserves the right to return products received for repair with new or reconditioned prod-
uct. NS&C shall make such determination once the product has been received and reviewed. If
an exact replacement is not available, NS&C reserves the right to choose the nearest equivalent
product.
5. The RA number must be clearly indicated on the outside of the shipping carton. Product that is
returned without the proper labeling will be returned at the sender's expense or destroyed.
6. The return shipping address will be assigned at the time the RA number is assigned. This address
may vary depending on the facility or location of origin.
7. Shipping charges to NS&C are the responsibility of the sender.
8. Quantities, part numbers, and date codes will be verified upon receipt. NS&C determination of
these attributes will be considered final.
9. Support. During the term of this Agreement, NS&C shall provide technical support at no additional
cost to the applicable Dealer. NS&C shall have no obligation to provide support to Dealer's cus-
tomers.
Warranty
17