Warranty Policy, RMA Policy, Hard Drive Replacement Policy

If you are an end user, your first resource for questions/issues related to warranty, replacement, or repair of 3VR products will be your 3VR reseller. Please contact your reseller for assistance in this area.

If you are a 3VR reseller, read on for information about our policies.

Is my 3VR product still covered under warranty?

To confirm your warranty status, please see your 3VR Reseller Agreement terms and conditions. If you still aren't sure, please contact 3VR Technical Support and provide a serial number or Purchase Order number for the item to verify your warranty status.

What is the 3VR policy for in warranty repairs?

* For hard drive replacement, see below.

If your 3VR product needs to be repaired, please contact 3VR Technical Support. 3VR Technical Support will assist you in troubleshooting your issue. If it is determined that it's necessary to repair your product, 3VR will issue you an RMA number and instructions for returning the product to 3VR for repair. 3VR will pay for ground shipping in both directions. Most repairs can be completed in 5 business days, plus shipping time to and from 3VR.

3VR will not accept products shipped or returned to us without an authorized RMA number from 3VR Technical Support.

To provide you with faster service and decrease your downtime, 3VR at its discretion may choose to ship a refurbished product as an advance replacement. New 3VR products needing repair within 45 days of purchase will be replaced with a new product whenever possible. 3VR will pay for ground shipping in both directions.

Resellers wishing to provide their customers with the fastest possible service and shortest possible downtime (for example, same day or next day service) can choose to either purchase and maintain a stock of advance replacement units, or pay extra for expedited shipping (overnight or 2-day) of an advance replacement from 3VR.

Advance replacements are provided subject to the reseller agreeing to ship the defective product back to 3VR within 5 business days. If it is not shipped within 5 days, reseller will be billed for the cost of the replacement product.

What is the 3VR policy for out of warranty repairs?

Out of Warranty Repair Services Fee (Part # RS-01-OWT, see 3VR Commercial Price Guide for more information)

This flat fee covers parts and labor for any Out of Warranty hardware repair. Includes return shipping (ground) from 3VR; does not include shipping to 3VR. No additional warranty applies to Out of Warranty Repair Services.

If your 3VR product needs to be repaired out of warranty, please contact 3VR Technical Support. 3VR Technical Support will assist you in troubleshooting your issue. If it is determined that it's necessary to repair your product, 3VR will assist you in purchasing the repair service, and arrange to issue you an RMA number and instructions for returning the product to 3VR for repair. Most repairs can be completed in 5 business days, plus shipping time to and from 3VR. 3VR will not accept products shipped or returned to us without an authorized RMA number from 3VR Technical Support.

What is the 3VR policy for in warranty hard drive replacements?

There are three options for handling in warranty hard drive replacements.

Option A. Obtain replacement hard drive from 3VR at a cost
(Part # RS-HD-RPL, see 3VR Commercial Price Guide for more information)

For a fee, 3VR will process and handle hard drive replacement for failures covered under 3VR Product Warranty. This fee includes shipping (ground) from 3VR; does not include return shipping of the failed drive to 3VR. 3VR will ship replacement drives in advance at its option provided that reseller agrees to ship defective drives back to 3VR within 5 business days of drive replacement. If defective drives are not shipped within 5 days of replacing the drive, reseller will be billed for the cost of the drive.

Option B. Obtain replacement hard drive directly from hard drive manufacturer

Western Digital Hard Drives:

http://support.wdc.com/warranty/index_end.asp?lang=en

Seagate Hard Drives:

http://www.seagate.com/www/en-us/support/warranty_&_returns_assistance/

Option C. Maintain hard drive inventory at reseller location

Hard drives can be purchased directly from 3VR (see 3VR Commercial Price Guide). Hard drives can also be purchased from third party suppliers. Note that the replacement hard drive must be identical in size to the failed hard drive. Approved model numbers include:

Capacity
Make
Model
250 GB Western Digital WD2502ABYS
500 GB Western Digital WD5002ABYS
1 TB Western Digital WD1002FBYS

To download the instructions for replacing a hard drive in a 3VR SmartRecorder in PDF format, click here.