Guardian Telecom Inc.
Installation & Operation
TBA Models
Page 25
18. Guardian Product Return
Guardian products have been quality tested and are in full working order when
shipped from the factory, given the rugged nature of these products shipping is not
expected to damage a unit. In the unlikely event of a malfunction Guardian follows the
three step procedure below.
Step I - On-Site Correction
The most common source of difficulties with a new product is improper installation in one of
two ways: incorrect wiring connections or connection to an incorrect power source.
Product wiring needs to be properly connected to the on-site wiring. Correct wiring instructions
are shown in the user manual included with the product.
Step II - Return Materials Authorization (RMA)
When a product has been installed following user manual instructions, and the unit fails to
operate, the user must contact Guardian Telecom to obtain authorization to return the product.
This can be done by completing a RMA form online at www.guardiantelecom.com, or by calling
the service telephone number given in this manual.
After providing information on the product, the owner and the nature of the problem, Guardian
will issue a RMA number, to be shown on documentation returned with the product.
In addition to the RMA number, shipping documents should include name, address and
telephone number of the owner along with contact information for the person responsible for
the repair and/or the user who identified the malfunction.
(Where a product is being returned for repair from outside of Canada, customs documentation
must show the product’s serial number, date of export [date of purchase], and a notation that
the equipment is: “Canadian goods returning.”)
Step III - Factory Authorized Service
Once received, each product is carefully inspected and tested. If the product is under warranty,
repairs are completed and the product returned to the owner, generally within five working days
of receipt by the factory.
A product that has been subjected to misuse, neglect or accident or is beyond the warranty
period will be evaluated. The service department will provide the owner’s representative with a
repair cost estimate. Once approved, repairs are completed and the product returned,
generally within five working days.
