cinedeck - Customer Care

Customer Service

Cinedeck is committed to providing you with timely and accurate assistance in your hour of need. Please have your serial number available when you contact us at the number below. Also, please include your serial number when faxing or emailng an inquiry. For registration information, please visit our Product Registration area.

Contact Information

Hours : M-F 9:00am - 6:00pm EST

Telephone : +1-646-642-6985

Fax : +1-212-366-1362

Email

support@cinedeck.com

Postal Mail

Cinedeck LLC

Attn: Customer Service

110 Leroy Street, 8th Floor

New York, NY 10014

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Sales Contact

Telephone : +1-646-747-0727

info@cinedeck.com

Colin Ritchie

Telephone : +1-310-871-8905

colin@aarmadillo.com

Michael Demucci

Telephone : +1-310-490-1944

michael@aarmadillo.com

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Tech Support

We're here for you. Cinedeck Technical Support wants to help you as much as you want to be helped. Support is free to registered product owners.

Contact Information

Hours : M-F 9:00am - 6:00pm EST

Telephone : +1-646-642-6985

Fax : +1-212-366-1362

Email

support@cinedeck.com

Postal Mail

Cinedeck LLC

Attn: Technical Support

110 Leroy Street, 8th Floor

New York, NY 10014

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Warranty and Returns

Cinedeck LLC Limited Warranty and Return Policy

All Cinedeck LLC products come with a standard one year limited warranty. Please read it carefully before installing and/or using the Cinedeck product.

For reference, here is a sample warranty: www.cinedeck.com/customercare/sampleWarranty.html

Please note, this is a sample, the Limited Warranty that accompanies the product at the time of purchase or download governs rights and liabilities.

Here is the procedure to follow in the rare instances that a Cinedeck product needs to be returned:

Defective Product Return Policy

The Cinedeck Limited Warranty provides a one (1) year warranty for software and hardware.* If it appears that the product is defective, please contact the local Cinedeck Authorized Reseller from whom the product was purchased. Please refer to www.cinedeck.com/reseller to locate an authorized reseller. If the Authorized Reseller determines that a return is indeed necessary and the product remains under Warranty coverage, an RMA (Return Material Authorization) number will be issued, along with return instructions. Please note: Cinedeck is unable to accept returns without an RMA number.

NOTE: Before delivering the product to the reseller, all data on the hard drive(s) should be backed up. Confidential, proprietary, or personal information should be removed. Neither Cinedeck nor the authorized reseller is responsible for any confidential, proprietary, or personal information; lost or corrupted data; or damaged or lost removable media.

During the remaining period of the Warranty: For any remaining period of the Limited Warranty, Cinedeck will replace any defective part with new or refurbished parts, at our option, if it is determined that such a replacement is necessary.

Cinedeck uses new and refurbished parts in performing warranty repairs, and in building replacement parts and systems. Refurbished parts and systems are parts or systems that have been returned to Cinedeck, some of which were never used by a customer. All parts and systems are inspected and tested for quality. Replacement parts and systems are covered for the remaining period of the Limited Warranty for the product purchased. Cinedeck owns all parts removed from repaired products.

After the warranty period expires, or in certain other cases where Cinedeck is not obligated to replace the product, Cinedeck may elect to replace parts or products, at its sole option, but in doing so Cinedeck does not waive in whole or in part, any provision of the product's Limited Warranty for that product, for that customer, or the Limited Warranty in general. Any such replacement will be done only on a case by case basis by Cinedeck, without waiver.

Advance Replacement Policy

In cases wherein replacement parts for defective components are needed immediately, including DOA (dead on arrival) products, customers may request an Advance Replacement, and only within the first 15 days of the Cinedeck product invoice date. The Advance Replacement Policy applies to products purchased from a Cinedeck Authorized Reseller.

Advance Replacement requests should be initiated via the appropriate Cinedeck Authorized Reseller. In emergency circumstances when the Cinedeck Authorized Reseller cannot be reached, a request for Advance Replacement may be made directly to Cinedeck Customer Support: support@cinedeck.com

Requesting Advance Replacement implies that the customer has the defective parts, and pays freight for the return of defective parts back to Cinedeck, within 10 calendar days of the request. Upon approval, Cinedeck will pay freight for delivery of replacement part to customer, via UPS Ground service only. If defective parts are not received, Cinedeck will invoice the customer for the full value of the replacement part, or unit.

Please follow the following procedures to request Advance Replacement:

Contact local Authorized Reseller to arrange for Advance Replacement. If Reseller is unavailable,Contact Cinedeck Technical Support at +1-646-747-0730, support@cinedeck.com for technical assistance and problem diagnosis. If the problem is determined as a hardware or software failure by Cinedeck,customer may request Advance Replacement from the technician.

Either the Authorized Reseller or Cinedeck will provide an RMA number, depending on the escalation path chosen. Return the original defective product to Cinedeck within 10 days from the date following proper return procedures.

Cinedeck or the Authorized Reseller will send out the replacement product.

Change/Cancellation of Order:

Cinedeck Authorized Resellers will make every effort to accommodate requests to change or cancel orders. However, orders typically enter production within 48 hours, after which point they cannot be changed or cancelled. Cinedeck only guarantees that requests for changes or cancellations within 48 hours of the order being placed will be honored. After an order has entered production, its components are considered used goods and therefore their resale value is reduced.

All cancellations must be submitted within 48 hours after placing order, and require email confirmation provided by either the Authorized Reseller or customer support. To obtain the confirmation number, please contact either your authorized reseller or Cinedeck Support at +1-646-747-0730.

15 Day Return Period for Cinedeck Products and Accessories: Unless there is a separate agreement with Cinedeck, or except as provided below, all hardware, accessories, peripherals, parts, and media-based software that is unopened and still in its sealed package or, that has not been downloaded, may be returned within 15 days from the date on the packing slip or invoice for a credit, or a refund of the purchase price paid, less shipping and handling and any applicable restocking fees.

Restocking Fees: Unless the product is defective or the return is a direct result of a Cinedeck error, Cinedeck may charge a restocking fee of up to 15% of the purchase price paid.

How to Return a Product: Before returning a product, you must first contact the Authorized Reseller from whom the Cinedeck product was purchased to obtain a Credit Return Authorization (CRA) number before the end of the applicable return period. Cinedeck will not accept returns without a CRA number. Please visit www.cinedeck.com to find the appropriate Authorized Reseller. Alternatively an e-mail may be sent to Customer Support to request a CRA number.

NOTE: The product must be shipped to Cinedeck within 5 days of the Credit Return Authorization number date as follows:

All Cinedeck products for which a CRA number has been issued must be returned. Credit amount may be less than the original invoice or individual component price for partial returns due to bundled or promotional pricing or any unadvertised discounts or concessions.

Return the products in their original packaging, in as-new condition, along with any media, documentation, and any other items that were included in the original shipment.

Ship the products at the customer's expense via UPS or FedEx. Customer should ensure the shipment or accept the risk of loss or damage during shipment.

Upon receipt of the return, Cinedeck will issue a credit or a refund of the purchase price paid, less shipping and handling and any applicable restocking fees.
Cinedeck will not accept returns without a CRA number.

* Warranty coverage commences from the product invoice date.

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