As a leading manufacturer of security solutions and surveillance systems, Avigilon maintains strict quality control standards while ensuring customer satisfaction through comprehensive return and warranty policies. This guide will help distributors navigate the returns and claims processes effectively.
Types of Returns and Claims Available
Warranty Claims
Avigilon provides warranty coverage across their product lines:
- 3-year limited warranty on most hardware products
- 5-year warranty on select enterprise-level equipment
- 1-year warranty on accessories and replacement parts
- Extended warranty options available for select products
Defective Product Returns
For products that exhibit defects or malfunction:
- Advanced replacement program for critical security components
- Standard warranty replacement process
- Technical support evaluation prior to RMA issuance
- DOA (Dead On Arrival) special handling process
Customer Satisfaction Returns
Avigilon's customer satisfaction policy includes:
- 30-day return period for unopened products
- Restocking fees may apply
- Special considerations for project-based orders
Damaged Goods Claims
For products damaged during shipping:
- Immediate inspection requirement upon delivery
- Photographic documentation of damage
- 48-hour notification requirement for visible damage
- 5-day notification period for concealed damage
Before Filing a Claim or Return
Required Documentation
Gather these essential items:
- Original purchase order number
- Avigilon invoice number
- Product serial numbers
- Detailed description of the issue
- System logs (if applicable)
- Installation documentation
- Photographs of damaged items
- Proof of purchase
Eligibility Verification
Confirm the following criteria:
- Product is within warranty period
- Serial numbers match purchase records
- No unauthorized modifications
- Proper installation verification
- Original purchasing distributor
- Valid maintenance agreement (if applicable)
Product Condition Requirements
Ensure returned products meet these standards:
- All original components included
- Proper ESD packaging for sensitive components
- Clean and free from physical damage
- Original serial number labels intact
- No customer markings or modifications
The Claims and Returns Process
Initial Technical Support
- Contact Avigilon technical support
- Complete remote diagnostics
- Document troubleshooting steps
- Obtain case reference number
RMA Request
- Submit through Avigilon Partner Portal
- Include technical support case number
- Provide all required documentation
- Specify return shipping method
Processing and Shipping
- Receive RMA confirmation
- Package according to specifications
- Include RMA documentation
- Ship to designated facility
- Track shipment progress
Resolution and Credit
- Technical evaluation at Avigilon
- Repair or replacement determination
- Credit issuance if applicable
- Return shipping to distributor
Best Practices for Distributors
Documentation Management
- Maintain digital copies of all records
- Create standardized filing system
- Track warranty dates systematically
- Document all communication
Internal Procedures
- Establish return verification process
- Train staff on RMA procedures
- Create customer communication templates
- Implement tracking system
Quality Control
- Inspect products upon receipt
- Test before installation when possible
- Document product condition
- Maintain proper storage conditions
Common Pitfalls to Avoid
Documentation Errors
- Incorrect serial numbers
- Missing purchase information
- Incomplete problem descriptions
- Insufficient damage evidence
Process Delays
- Late damage reporting
- Incomplete technical support consultation
- Missing troubleshooting steps
- Delayed shipping after RMA approval
Handling Issues
- Improper packaging
- Missing RMA numbers
- Incorrect shipping address
- Non-compliant carriers
Tips for Expedited Processing
Preparation
- Gather all documentation before filing
- Complete all troubleshooting steps
- Prepare detailed problem descriptions
- Have serial numbers ready
Communication
- Respond promptly to inquiries
- Provide clear, concise information
- Follow up regularly on status
- Document all interactions
Technical Support
- Utilize online resources first
- Complete remote diagnostics
- Document all steps taken
- Save all system logs
Conclusion
Successfully managing Avigilon returns and claims requires attention to detail, proper documentation, and adherence to established procedures. By following these guidelines, distributors can minimize processing time and maintain strong relationships with both customers and Avigilon.
For access to Avigilon's portal click here.
Did you know?
Continuum helps dealers and distributors streamline returns and claims with our Returns Management Software so you can spend less time filing claims, ensure accurate credits, and resolve customer issues quickly and efficiently. Book a demo today to learn more.