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WARRANTY GUIDELINES
Products and Installation:
1. Warranty Length. Most products have a one (1) year warranty starting from the date of purchase. Wires, connectors, plugs, fuses, light bulbs, projector bulbs, hard drives, speakers are not included in any warranty. This warranty excludes service charges, labor charges, and shipping costs. Customer must pay for all shipping costs.
2. Abuse & Misuse. Defects or damage that result from: (a) improper operation, vandalism, storage, misuse or abuse, accident or neglect, such as physical damage (cracks, scratches, etc.) to the surface of the product resulting from misuse; (b) contact with liquid, water, rain, earthquakes, wind, extreme humidity or sand, dirt or the like, extreme heat, or food; (c) use of the Products for commercial purposes or subjecting the Product to abnormal usage or conditions; or (d) other acts which are not the fault of American Custom Security, are excluded from coverage.
3. Normal Wear & Tear. Periodic maintenance, repair and replacement of parts due to normal wear and tear are excluded from coverage. (Warranty on plasmas and LCD screens does not cover panel damage caused images displayed for long periods of time also referred to as burn-in.)
4. Unauthorized Service or Modification. Defects or damages resulting from service, testing, adjustment, relocating, re-installation, maintenance, alteration, including without limitation, software changes, or modification in any way by someone other than American Custom Security, or its authorized service installers, are excluded from coverage.
5. Service Fee. Service charges at a rate of $99.00 first hour and $65.00 each additional hour will be charged for all service calls. This includes problem assessment, upgrading, retraining, emergency calls, service, testing, adjustment, relocating, re-installation, and maintenance. Any calls requiring traveling to the location where initial installation was completed, will be charged a service charge. Service charge is separate from product warranty. Service fee does not include price of replacement parts and replacement equipment. If a product cannot be fixed at the location, the product will be sent back to the manufacturer. Additional repairs might be required by the manufacturer and additional costs will be applied if outside the manufacturer warranty time frame. Products will not be sent back to manufacturer until all the shipping and the separate service fee is paid in full. Shipping is not covered by the 1 year manufacturer warranty.
6. Networking & Internet. IP software and remote viewing is not warranted. American Custom Security has no control over your network provider. Therefore, service charges to restore your IP remote viewing software will be applied at the normal rate as stated above (5. Service Fee).
7. Training & Product Manuals. All customers will receive training after installation is complete. First half hour of training is free on the same day as install. If customer requires more training after first half hour, extra service charges will be applied at a rate of $45.00 per hour to the labor charges. All customers will receive product manuals for their products purchased. Customers should take the time to read over the manuals. Any questions or any retraining after the date of initial installation (whether in person, over the phone, or email) will be charged a service fee at the normal rate as stated above (5. Service Fee).
8. Repaired Products
Any open balances or bills must be paid in full to receive your repaired product. This includes balances from service fees, shipping, parts and labor. Repaired products will not be returned until balances and fees have been paid.
9. Third Party Products
Products purchased from anywhere else other than from American Custom Security are not covered in the warranty. If products from American Custom Security are tied in with third party products purchased elsewhere, only the products purchased from American Custom Security are covered in the warranty. Issues with third party products will be charged at the full service fee rate. This does not include additional charges such as parts, labor, and shipping. If third party product is still unable to be repaired, charges are still applied.
10. Our Safety
All employees of American Custom Security have the right to turn down an installation if the installers safety is at risk.
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Copyright © American Custom Security. All Rights Reserved
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