Occasionally a monitor doesn't work properly out of the box. Thankfully
this doesn't happen too often and we'll do our best to resolve the problem
as soon as possible.
It's important that you contact us within 30 days of placing your order
to report any problems. We'll step you through a number of dianostic tests
to confirm the problem and then make arrangements to get the problem fixed
and get a replacemnet monitor on your desk.
Please use
this process during the first 30 days or if you purchase the HitachiDisplays
Premium Warranty.
If it has been more than 30 days since you placed the order, and if you
didn't purchase the HitachiDisplays Premium Warranty, please
use this process
Customers returning products for repair that, upon investigation, are
determined to be in good working order are subject to a $150 diagnosis
fee and will be charged to your credit card.
Advance Replacement Return Procedure
Advance Replacements and products that are received non-functioning
Contact Information for replacement
Contact HitachiDisplays Customer Support at: 1-800-562-2552 and…
1. Provide your name, address, and contact information
2. Be prepared to provide model, serial number, problem description
and on-line order number or proof of purchase
3. HitachiDisplays will fax an Advance Replacement Agreement which
must be signed and faxed back to HitachiDisplays Customer Service before
a replacement unit will be sent. A purchase order number or credit card
information will be required to secure return of your defective product.
4. HitachiDisplays will provide an RMA # and instruct you on the
service process.
5. If your call is received prior to 1:00 PM PST, HitachiDisplays
will overnight ship a replacement unit and a waybill for next business
day delivery. (otherwise, the replacement will ship next business day)
IMPORTANT: Within 7 days of receipt of replacement unit:
· Pack defective unit using the box and packaging provided with replacement
unit
· Affix preprinted waybill provided with replacement unit on outside of
carton.
· Print RMA# clearly on outside of carton
· Ship back to HitachiDisplays designated repair location.
Be sure to have the driver of the freight company sign the waybill when
they pick up your defective unit and keep a copy for your records. To
avoid charging you for the replacement monitor, HitachiDisplays must receive
your defective monitor within 14 days of the date your replacement unit
was shipped.
Return for Repair Procedure
In Warranty, Out of Warranty Return/Repairs
Contact Information for replacement
Contact HitachiDisplays Customer Support at: 1-800-562-2552 and…
1. Provide your name, address, and contact information
2. Be prepared to provide model number, serial number, problem
description and on-line order number or proof of purchase (for out of
warranty returns, also have have credit card or corporate purchase order
information available)
3. HitachiDisplays will provide an RMA # and instruct you on the
service process including the repair location address.
IMPORTANT
· Pack defective unit using appropriate packaging
· Print RMA# clearly on outside of carton or the product will be refused
by our repair center.
· Ship back to HitachiDisplays designated repair center.
Onsite Swapout Procedure
Premium Warranty Onsite Swapouts
Contact Information for replacement
Contact HitachiDisplays Customer Support at: 1-800-562-2552 and…
1. Provide your name, address, and contact information.
2. Be prepared to provide model, serial number, problem description
and on-line order number or proof of purchase.
3. HitachiDisplays will provide an RMA #, instruct you on the service
process and arrange a time for the technical courier's arrival.
4. For calls received prior to 1:00 PM PST, HitachiDisplays will
deliver a replacement the next business day via FedEx or UPS. A Technical
courier will arrive later that same day to install the replacement unit,
ensure functionality, and pack/remove the failed unit.
5. Appointments for installation by the technical courier can be
made between 1-4PM local time. The technical courier will arrive within
30 minutes of your appointment.
IMPORTANT
Please be sure to meet both the delivery person for the replacement monitor
and the technical courier at the scheduled time to prevent the need for
an additional trip, which would result in an additional fee. To avoid
charging you for the replacement monitor, the courier must take your failed
monitor.
Per the customer's request, HitachiDisplays can arrange to have the replacement
unit accompany the installation technician, thereby eliminating the need
for delivery via FedEx or UPS. This may be useful in cases the customer
will not be at the location to accept a delivery. In this case, please
allow an additional business day.
Return For Credit Procedure
30 Day Refund Returns
If for any reason you aren't happy with your HitachiDisplays purchase
you can return it. Call us within 30 days of placing the order and we'll
make arragements to take the product back and credit your account. You
will only be responsible for one-way shipping costs for your product.
Contact Information for returns.
Contact HitachiDisplays Customer Support at: 1-888-338-6490 or email us
at [email protected]
and...
1. Provide your email address and online order id number (CNLxxxxxx)
from your packing slip or online order receipt.
2. Be prepared to provide model number, serial number and reason
for return.
3. If your return is approved, HitachiDisplays will provide an RMA
# and instruct you on the return process including the repair location
address.
IMPORTANT
· Pack unit to be returned using appropriate packaging
· Print RMA# clearly on outside of carton or the product will be refused
by our repair center.
· Ship back to HitachiDisplays designated repair center.
· Returns must be sent via UPS, Federal Express, or any other courier
that issues a tracking number. Please email return tracking numbers to
[email protected].
(back to Service Policies)
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