1. While Sending any Material to us for service, please also send Mail to id support@logosys.in
fill up the support enablement form which we sent to you earlier, send to us as soft copy through
mail or hardcopy along with the product. In the form columns like Product Names / Serial
numbers / Description of problems must be filled. For our easy reference and verification, Please
tell us or mail us our full Invoice bill number & date alone given to you at the time of purchase.
2. Unit must not have any kind of Physical Damages, Scratches, burnt smells, Ports like SDI / HDMI
Thunderbolt etc., should not have any bends.
3. Always make sure whenever user / you send the faulty units to us, ensure it is well packed
with additional bubble covers with its original box & inner thermocol pack & with all its
accessories whatever is applicable. If you had not sent the Unit accessories, while returning the
replacement product to you, we will not give / replace the accessories of the units whatever is
applicable.
4. We can only accept the BMD Units only from partners and not from users directly. very rare
cases only we accept if you mention only proper reason. The Product warranty starts and ends
based on the User original Purchase dates of the product not if it was replaced in middle. For out
of warranty units please call us or send us email before sending the unit to us.
5. Even if any major or minor issues in the products users / partners are not allowed to open the
unit. if found any issues inform us only. If we found any such cases warranty of the product
will be void. During warranty if any product found issue, You are not allowed to change the
spares or give another new product from your stock of your own. You must only inform us.
6. While Changing / Swapping front Teranex Smart Panel for the products like Web Presenter and
Teranex Converters, Ensure Partners handle with care and When u receive the products for
service check the same for any damage or missing screws etc.,
7. All Partners original invoice bills given to their users must not be handwritten and in the invoice
bills the Product name and serial number should be clearly mentioned.
8. The total shipment of RMA process may take approx. 3 weeks. For best results of the products,
always use the units only with UPS lines, recommended Systems, original branded cables and
latest firmware updates. if the unit is not working any specific resolutions alone while sending
the unit to us, please mention clearly. The mentioned issue must be duplicated when we check
the unit at our place. In Warranty, BMD Will either try to repair or replace the products.
9. Even during warranty period, SN# sticker in the unit should be physically present and visible
clearly both in the unit and in the box. warranty is void if it is not meets the mentioned criteria.
To avoid any such SN # sticker damages related issues, after purchasing the unit, you must
suggest all your customers to put a visible tape over the Product SN # sticker.
10. Based on our records if the unit warranty is expired and if you claim that, the unit is still under
warranty, you must share your invoice bill given to your customers. In the invoice bills Date, product
name serial numbers should be mentioned clearly.
11.DOA (Defective on Arrival) are those products like upon opening the new box if user found the
unit is faulty. For all such cases Maximum duration to claim to us as DOA case is 1 week from
the date of user purchase. You must to inform such issues immediately to us through mail
only, or hand carry the unit itself to us. after our physical check / verification of the mentioned
fault and if we have stock, we will provide advance replacement after getting approval from
BMD S u p p o r t. For all DOA cases Units Original Unit boxes and inner thermocol and all its
accessories including for eg., power adaptors connectors battery Davinci Activation card or dongle
(whatever is applicable) are must be returned for us to give you replacement.
12. Products like Video Hub Front Panel / Optical Fiber SFP Modules / Teranex front Smart Panel
accessories like power adaptor, cables carries only 1 year Warranty. Refer our website or mail
us for any such query.
13. Even During warranty period, the Warranty is not covered for if the Camera IR Filter Glass
found Fungus Issue or dust or glass dirty or slightly faded. Such cases will be cleaned or
replaced only by Blackmagicdesign Support at Factory on chargeable basis. Do note that the
diagnostic charges will be applicable, even if the customer does not wish to proceed with the
repairs after the diagnosis. The Repair work will be started only after you make the full
payment to us or after partners mail confirmation through mail.
14. It is always best practice to take photos of all BMD products when you receive it from your
users, and also before sending the unit to us for service, Especially for the product like
Cameras, Switchers, Panels, Routers or any high-end products essentially take photos and
share to us through mail before sending. Any damages in transit the respective resellers are
responsible and not the users.
15. To know more about the Product warranty information’s / what’s included along with products,
and more technical information about any product or for any other latest Blackmagicdesign