Warranty Coverage and Options

Standard Full Service Warranty Coverage

Standard Warranty

Every PRC product is sold with the promise that we will repair your device with the minimum of paperwork and inconvenience should a problem occur. Our standard one-year warranty coverage includes:

  • Unlimited access to our toll-free technical service experts;
  • A free loaner device to use while your device is being repaired;
  • Free shipping to PRC and back to the customer; and
  • Device repair or replacement at no charge for product defects occurring from normal and intended use other than theft or loss.

Additional Security Options Beyond the Standard Full Service Warranty

The following Extended Security Warranty options are available:

Gold Security Warranty includes:

  • Unlimited access to our toll-free technical service experts;
  • Free one-way return shipping for your repaired or replaced device; and
  • Device repair or replacement at no charge for product defects occurring from normal and intended use other than theft or loss.

(Please note: This option does not include a free service loaner and includes only one-way shipping.)

Platinum Security Warranty includes:

  • Unlimited access to our toll-free technical service experts;
  • A free loaner device to use while your device is being repaired;
  • Free shipping to PRC and back to the customer; and
  • Device repair or replacement at no charge for product defects occurring from normal and intended use other than theft or loss.

PLEASE NOTE:

  • Warranty coverage excludes USB Keyboard and Mouse.
  • Products and accessories not manufactured by PRC are covered by the original manufacturers' warranties.
  • PRC is not responsible for damage or malfunction of "non-PRC" devices or equipment.
  • The customer or facility requesting a loan device through the PRC warranty program will be responsible for any repair or replacement costs resulting from damage, loss, or theft of the loaned equipment. Outstanding charges may result in the loss of loan device privileges.
  • Devices loaned through the PRC warranty program are intended to enable continued communication while the client's device is being serviced. Some accessories and/or any custom components may not be available through the warranty loan program. PRC will make every effort to match the loaner device to the client's original configuration.
  • Please contact your third party payer to inquire on coverage for extended warranties or repairs.
  • PRC reserves the right to substitute available devices in order to place loaner devices in a timely manner.
  • PRC will make every effort to provide a loaner device as expeditiously as possible. Loaner devices are generally shipped within five (5) working days from the PRC facility. On occasion unavoidable circumstances may delay delivery of a loaner device.
  • Extended warranty coverage is non-upgradeable and nontransferable.

PRC Return Policy

You have 30 days from the date of shipment to contact PRC regarding an item(s) being returned. A return authorization number will be issued. You have 15 days from the date of the call to return the item(s) for a full refund. The refund will be issued to the paying source. PRC will use their discretion to accept any returns beyond the initial notification of 30 days. A restocking fee will apply.

Technical Service Support

The PRC Service Department maintains trained staff experienced in programming, troubleshooting, and computer compatibility who can answer questions on all current PRC devices.

Free telephone support is available Monday through Friday. Call (800) 262-1990 between the hours of 8 am and 7 pm (EST) and your call will be answered by the first available technical service representative (TSR). Weekend calls are returned by a remote service technician. Our remote technicians are trained service representatives who also use PRC products.

For your convenience, we also offer online support at support.prentrom.com. Search our device articles for answers to many of your support questions. You can also e-mail the Service Department at service@prentrom.com.

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