The maker covers the hardware, and we cover the setup for 30 days after it lands.

Every device we sell carries its manufacturer's own warranty. The length and terms differ by maker and by model, so we print the exact term for each line on your written quote and again on the delivery note. If a line on the quote has no warranty term on it, ask before you accept.

The warranty runs from the date we deliver or install, not the date we bought the stock. We register the serial numbers in your company's name where the maker allows it, and we keep a copy of the serial list against your order reference.

You do not have to deal with the manufacturer yourself. Report the fault to us and we open the claim, ship the unit and chase it. If the maker insists on a direct claim, which a few do for displays, we tell you which form to fill and sit on the call if it helps.

What a manufacturer warranty usually covers is a failure of the device itself: a dead camera sensor, a microphone array that stops reporting, a panel with a stuck column of pixels. It does not cover setup, and it does not cover a bar that sounds bad because it was put in the wrong room. That second problem is the next part.

For 30 days from delivery or install, we fix configuration problems on anything we staged, at no charge. That means firmware, room account sign-in, camera framing, microphone pickup zones, speaker levels, the touch controller layout and the wireless presentation pairing.

• A Teams Rooms or Zoom Rooms device that has signed itself out after a password change.
• Auto-framing that keeps cutting off the person at the end of the table.
• Echo on the far end after somebody moved the bar or added a second speaker.
• A CN-W share button that has stopped pairing after a laptop update.

Most of these we fix remotely in under an hour. Around Austin, if a remote session does not do it, we come to the room. Outside the Austin area we work remotely and, if the problem is physical, through the return steps.

After 30 days we still answer the phone. Configuration work after that point is quoted per job before we start it.

1. Report it. Email [email protected] or call +1 (652) 555-4231 with your order reference, the model code, the serial number from the label and a sentence on what happens. A short phone video of the fault saves a day.
2. We try it remotely first. A lot of reported faults turn out to be configuration. If yours is, Part 2 applies and nothing ships.
3. We issue a return number. You get an RMA reference and a shipping label, or for Austin installs we collect. Pack it in the original box if you kept it; otherwise we tell you how.
4. Inspect, claim, replace. We open the unit on the bench, confirm the fault and file the manufacturer claim. Where stock allows we send a replacement, burned in for 48 hours on your platform like the first one, before the maker returns the faulty unit.

Bring-your-own-device USB items like headsets and the SP-P puck are usually swapped outright rather than repaired. Displays are often repaired on site by the maker's agent. We will tell you which applies when we issue the RMA reference.

Physical damage after delivery, liquid, drops and cut cables. Units opened or reflashed by somebody other than us or the maker. Firmware your IT team pushed that we had not tested, though we will help you roll it back during the 30 days. Hardware moved to a different room than the one it was specified for; we are happy to re-specify, but that is new work.

Consumables are excluded too: headset ear cushions and the batteries in the HS-D and RS-H, which wear with use.

Nothing here limits rights you have under Texas or other applicable law. The terms cover quotes, orders and liability in full.