Repairs

Vocality equipment is known to be very reliable, but of course, every now and then, equipment may fail. Your first port of call is your Vocality reseller, or if you purchased direct from Vocality, call your local Vocality office. They can then determine if the repair is in or out of warranty.

In Warranty Repairs

Your Vocality support representative will validate your warranty status, and once the engineer has run through telephone diagnosis, he/she will issue you with an RMA number and will walk you through the returns process. We aim to have repairs returned to you within 10 working days in Europe or 20 working days outside Europe.

Fixed Price Out Of Warranty Repairs

For equipment deployed into a normal operating environment, Vocality now offers a single price for repairs for out of warranty kit. The benefits of this to the customer or user are clear : a known cost of repair and a known repair time. Vocality aims to have all repairs carrying the correct paperwork ready for return shipment within 10 working days from receipt of goods (except between Christmas and New Year) for repairs taking place at the European head office, or 20 working days for repairs dispatched to our Australia or US offices.

The fixed price for repairs (per faulty device) is UK £350 US $665 AUS $840

This covers all parts and labour, as well as soak testing the unit, and testing the device before dispatch back the customer. Shipping will be charged at normal UPS rates for the return of the equipment. The fixed price covers a single item. For example, a V100 Chassis is one item. A user returning a faulty V100 with a faulty voice card will be charged for two fixed price repairs.

Step One

Contact Vocality technical support to run through telephone diagnosis to confirm that there is a real fault, or if it can be resolved over the phone. Technical support will confirm if a repair is going to be required.

Step Two

Complete the returns form, including authorisation to proceed with the fixed price repair and a purchase order number (and attaching a purchase order if required). Fax this form back to Vocality and await a confirmation receipt - the Authorisation to Return - with shipping instructions and an RMA number.

Step Three

Ship the equipment back to Vocality at the address given in the Authorisation to Return document.

You will receive a repair report outlining the fault that was found and the steps that were taken to repair the unit.

Finally, we may need to charge extra (based on Vocality’s regular hourly rates) for the repair. These incidences are, for example, equipment being struck by lightning or power surge, equipment being physically damaged or clearly misused, or if repairs are going to take more than 10 hours because of the extent of the damage.

If you have any questions about support and repairs, email support@vocality.com