Guardian Telecom
Installation and Operation
HDE-VoIP Series Telephones
Page 25
22. 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.
VoIP telephones must receive power either from the Ethernet (POE) or from an
external source. If a VoIP telephone fails to function refer to the Question & Answer
section in the Setup and Configuration manual P007402. If the solution is not found in
the Q & A section contact Guardian Tech Support at 1-800-363 8010.
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 an RMA form online at
https://www.guardiantelecom.com/support/rma/
, 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.
