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Repair and Replacement
How To Reach AltiGen Technical Support
Contact AltiGen technical support by any of the following methods:
•
CALL 510-252-9712 and follow the prompts. This is available to Authorized AltiGen
Dealers and Distributors only. Your call will be answered by one of AltiGen's
Technical Support Representatives or routed to the Technical Support Message Center
if no one is available to answer your call. Your call will be returned promptly, within
two (2) hours under normal circumstances. Please see "Tech Support on AltiGen's Web
site."
•
SEND EMAIL TO: support@altigen.com. Messages are checked on a daily basis.
•
SEND A FAX TO 510-252-9738, ATTENTION: Technical Support.
Tech Support on AltiGen's Web Site
AltiGen offers tech support on the web at http://support.altigen.com.
Unresolved Problems Escalation Procedure
The following escalation steps should be followed to report unresolved problems. Please
contact the following parties in the order listed:
1.
Local Authorized Dealers Service Department.
2.
AltiGen's Technical Support Manager at support@altigen.com.
For remaining unresolved problems or complaints, send an email to AltiGen's CEO at
ceo@altigen.com, or call 510-252-9712 x 120.
Repair and Replacement
This policy addresses the procedure for return of any materials to AltiGen from Authorized
AltiGen Dealers only. It covers materials returned for any and all reasons.
AltiGen Communication's Repair Program provides registered customers with replacement
parts in a timely and professional manner. The AltiGen Repair Program allows you to send
defective AltiGen manufactured hardware products (in or out of Warranty) to our factory for
prompt authorized repairs.
Hardware Warranty Period
AltiGen Communications hardware products are warranted for one (1) year for all parts and
manufacturing labor, from the date of the first end user purchase or 14 months from the date
of shipment from AltiGen. Product proof of purchase or equivalent is required.
Products Returned Before Warranty Expiration
All repaired units remain under the Warranty period of the original product. Advance
Replacement products are provided on an exchange basis; the products sent to AltiGen
become the property of AltiGen, and AltiGen provides the sender with a new product OR a
repaired product that is functionally equivalent to new.
B-2 AltiWare OE System Installation & Administration Manual
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Troubleshooting
