Repair Authorization Request
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          Repair Authorization FAQs

           

           
           

          What is a Repair Authorization Request?

          A Repair Authorization (RA) Request generates a reference number that links the repair record to the physical product received from the customer.

          Why Do I Need An RA Number?

          An RA number helps our Service and Repair team to properly identify and deliver the unit to the correct technician, call up the appropriate notes and ensure that the repaired unit is returned to the correct address.

          What information will I be asked to provide?

          In addition to basic contact information, we also ask for billing and ship-to addresses. Importantly, we ask for model and serial numbers to establish whether or not the product is covered under warranty. We also ask for you to provide us with a general overview of the issues you are experiencing to ensure the technician is fully aware of the specific problem.

          Is this service available to customers outside of North America?

          The online Repair Authorization Request tool is currently designed to expedite service and repair for our customers in North America. Due to shipping times and costs, we ask that our customers who reside outside of North America refer to our Worldwide Service Centers to locate their closest Service & Repair Center.

          Is the online tool any different than calling Technical Support directly?

          No. This online tool is available simply to provide our customers an alternate method for getting the information they need. It offers around-the-clock assistance, immediate confirmation of your RA number and warranty status, upfront repair estimates for certain products, and the ability to print a bar-coded address label to make shipping that much easier.

          What should I do prior to requesting an RA Number?

          Before returning your unit to the factory for service and repair, please ensure that all appropriate troubleshooting has been completed. Troubleshooting assistance is available through our online FAQ section, by emailing us at techsupport@pelco.com or by calling Technical Support at (800) 289-9100.

          I was unable to generate an RA Number online. What should I do?

          We apologize for the inconvenience but rest assured that you can still call us directly, toll free, at (800) 289-9100 and speak with a Technical Support Representative. Or please feel free to email us at serviceusa@pelco.com.

          What should I do before returning the product?

          Once you have generated an RA Number and are ready to send your unit in for repair, please note the following:

          • Do not return accessories (cables, disks, manuals, etc.).
          • Software and firmware are not automatically upgraded. If an upgrade is desired, please submit a specific request.
          • If a disk replacement is needed, the data from the old disk is not automatically copied. As necessary, please export any video from your unit’s disks before returning the unit for repair. Upon request we can copy the data and initiate data recovery on damaged disks. This, however, is not covered under warranty and successful data retrieval cannot be guaranteed. A quote will be provided for this service if requested.  A minimum fee of $250 will apply.

          Am I able to track the status of my return?

          When you receive an RA number, you can choose to receive a series of email notifications that advise you as to the status of your return, including receipt by the factory and return shipment information.

          What steps should I take in packing the product for return to ensure that damage does not occur in transit?

          • Before packing the product, please ensure that movable parts have been restrained (the camera module in Spectra Domes, for example) to prevent them from breaking during transport.
          • Ideally, use the original packaging materials in which the product was shipped from the factory. If, however, these are unavailable, select suitable packaging, taking both the outer and filler material into consideration based on the weight and sensitivity of the product you are shipping.
          • Single wall, corrugated fiberboard boxes can be used for lesser-weight products, such as cameras or lenses; dual wall corrugated fiberboard boxes are suitable for medium weight products such as Spectra Domes; and tri-wall corrugated fiberboard boxes are needed for heavier products, including Esprit Positioning Systems or DVRs.
          • Do not ship multiple units in one package unless inner boxes are used to protect each individual product.
          • The outer box should leave adequate room around the product for filler material to absorb shocks. We suggest two inches on all sides for a lesser-weight product; three inches for a medium weight product; and four inches on all sides for heavier products.
          • As always, if you have any questions or concerns, please call Service and Repair at (800) 289-9100 or send us an email at serviceusa@pelco.com.