Availability

Technical support for the ComLog voice recorder is available via our toll-free number. To speed up your service call, please make sure you have a PC Anywhere connection ready when you call.

• During regular business hours:

  Dial 1-888-558-9320 and press 1

• After regular business hours:

  Dial 1-888-558-9320 and press 2

• Email: support@cvds.com

Service Location

Our customer service representatives will ask you to ship your defective units after the RMA (Return Material Authorization) is given to you from the following location:

CVDS Inc.
117 Brunswick Blvd.
Pointe-Claire (Québec)
Canada, H9R 5N2
T 514.426.7879
F 514.426.3511
E mlapierre@cvds.com

Repair and Return

CVDS repairs all its manufactured products as well as coordinates repairs on vendor items which are part of its systems. The standard repair turnaround time for current models is fourteen working days upon receipt of the defective parts. Repair turnaround time for other products is 20 working days. Manufactured Discontinued items repair turnaround time is subject to the availability of parts and to the nature of the problem. Please contact our Repair Department for repair price information.

Emergency repair is available with a 3 day turnaround time for current production models. Emergency repairs are billed at actual repair price (zero for warranty units) plus $50.00 per unit. Our regular shipping time is 4:00 PM EST unless special shipping instructions are requested.

Evaluation Fee

There is a $40.00 evaluation charge per unit if no problem is found and no repair required.

Warranty

Warranty Period: Unless otherwise stipulated on a contract, the normal warranty period is one year for a new item and 90 days for a repaired one (the warranty effective date is calculated from the shipping date to the customer). Parts, labour and return shipping costs are covered under warranty repairs.

Note: If the equipment is deemed unrepairable while under warranty, CVDS, with the customer, will determine due compensation, but the maximum compensation will be the purchased price.

Unrepairable Units

Equipment which has been damaged due to customer negligence or tampering will be repaired at the prevailing flat repair fee, or on a time-and-material basis, whichever is higher and regardless of the warranty status. Any equipment that is determined unrepairable will be returned to the customer. A $40.00 evaluation fee will be assessed. This fee will be credited if the customer purchases a replacement within 30 days.

Return Freight

The customer pays for shipping units to and from CVDS, unless the unit is under warranty. Special shipping requests may be subject to an additional charge. Please make sure to pack the unit in such a way as to prevent electrostatic discharge and physical damage in transit.

Return Material Authorization

Before sending in your equipment for repair, contact a CVDS Customer Service Representative for a Return Material Authorization number (RMA). Please provide us with the following information when you call or FAX:

• Your name, company, and telephone/fax number.
• Part number, Serial #, and quantity.
• Detailed description of the problem.
• Purchase order number.
• Billing and shipping addresses.
• Any special return packing or shipping instructions.
• If required, customs clearance information.

International Orders: Faxing copy of Pro-Forma invoice to CVDS speeds up import processing time in USA/Canada.

Unit Identification Numbers

There are three identification numbers used on units manufactured at CVDS. There are namely:

• The Model Number is identified as CVDSNNNNN, where CVDS is the prefix used to indicate that it is the company's design and the NNNNN indicates the assembly number in a hierarchy numerical system.
• The Configuration Number (CFG) is the number associated with the product's design and is identified as YY-ECO where YY indicates the year and the ECO indicator is a 1 to 3 alpha-numerical character(s).
• The Serial Number (SER) is used to describe an individual unit and has the following format, YY-LNN-SER where YY is the year of manufacture, L is a letter code that corresponds to a two week period in which the manufacturing of the assembly commenced, NN is a sequential number that distinguishes lots within the two week period, and SER is a three-digit sequential number that uniquely identifies the unit.

Payment Terms

Net 30 days. Credit card payments are not accepted. Orders without preapproved credit are subject to prepayment terms prior to return shipment of goods.