DVGear Service & Warranty Information
DVGear provides a standard Bronze 1 year parts/2 year labor warranty for defective parts on all of its machines. Camcorders, VTRs, and monitors you purchase through DVGear are warranted by their manufacturers and NOT by DVGear. Please read our frequently asked questions.
Warranty Upgrades
(Upgraded warranties apply only to the base system and do not include monitors, cameras, decks, or peripherals.)
- Silver, $199: Upgrade to a 2 year parts/2-year labor warranty
- Gold, $325: Upgrade to a 3 year parts/3 year labor warranty
- Add Onsite $199 per year up to 3 years (Selected Washington Counties Only)
Not Covered By Your Warranty
DVGear is happy to offer service for issues and problems that are not covered by your warranty. DVGear’s workstations are not intended to be modified by the end-user. We cannot provide warranty against modifications you make, and any repair work arising from such modifications will be billed at our normal hourly Service rate, currently $75/hour. End-user will also pay all shipping costs (round-trip) for such service.
DVGear will charge for service when a problem with your system is traced back to one of the following causes:
- User error or procedural mistake;
- Complications caused by user-installed hardware and software components;
- Accident, abuse, water damage, or causes other than normal wear and tear;
- Power surge and/or interruption;
- User-installed hardware;
- User-installed software virus; and/or
- Software malfunction, software bugs, file corruption/deletion (always defrag your hard drive!).
Return for Repair Procedure
In order to initiate warranty service, the following information must be provided:
- First speak with a technician in order to help pinpoint the nature of the problem.
- Give your original Purchase Order number or DVGear’s Invoice number detailing the purchase, or the serial number from the bottom or back of your computer (on DVGear’s sticker).
- If on-site warranty applies, provide your location and contact details. On -site service does not cover keyboard, monitor, speakers, mouse, cables, fans, etc., or general troubleshooting. The on-site service technician will replace only parts that have been determined to be “defective” by DVGear, and will not perform software reloading or optimization (these services can only be performed at DVGear’s service center.)
- Sometimes it is advantageous to obtain a replacement part prior to sending DVGear a defective part. To obtain a cross-ship RMA number, you must provide us with a valid credit card number (VISA/Master Card). This charge will be processed only if you fail to return the defective part at your expense within two weeks from the date we ship the part.
- Return defective product in its original shipping box whenever possible. DVGear will provide a new shipping box for a nominal charge.
- Freight charges to DVGear and proper packing are the responsibility of the customer. DVGear will pay for return shipment to the customer.
- Please include your DVGear Recovery DVD.
Return for Refund Procedure
Refunds will be made up to 15 days from day of delivery, provided all of the following requirements are met. No refunds will be made after those 15 days, under no condition.”
- Customer must call and receive a valid Return Merchandise Authorization number
- The cost of any missing cables, software and manuals will be deducted from the refund
- All hardware must be in intact and unmodified.
- A 20% re-stock fee will apply.
- Customer pays all freight and insurance charges for the original shipment and for the return shipment to DVGear.
DVGear/Tall Taurus Media, LLC reserves the right to repair or replace defective parts with like products of equal or better quality than original parts.
