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Chapter 6: Additional Information
Limited Warranty
What your warranty covers:
• Defect in materials or workmanship.
For how long after your purchase:
• 90 days from date of purchase - Unit exchange, which includes parts and labor.
• 91 days to 1 year from date of purchase - Unit exchange, which includes parts only; you pay the labor.
• The warranty for rental units begins with the first rental or 45 days from date of shipment to the rental firm, whichever comes first.
What we will do:
During the initial 90 days: Exchange the DVD unit with a new or, at our option, refurbished unit.
After the 90 days and within one year: Exchange the DVD unit with a new or, at our option, refurbished unit. We will bill you a flat exchange charge to replace a
defective unit. This charge covers the labor cost for its repair.
How you get service:
• Call 1-800-311-9263 and have your unit’s date of purchase and model/serial number ready. The model/serial number information is on the back of your unit.
• A representative will troubleshoot your problem over the phone.
• If the representative determines that you should receive a replacement unit you will be provided with a Service Request (SR) number and the location of a nearby
exchange point if one exists. No returns will be accepted without the SR number.
• Proof of purchase in the form of a bill of sale or receipted invoice which is evidence that the product is within the warranty period must be presented to obtain
warranty service. For rental firms, proof of first rental is also required.
To receive a replacement unit before you return yours:
Option I:
1. Provide your Discover, MasterCard or Visa account number and expiration date to your phone representative. This is for security purposes only and your
account will not be charged at this time.
2. We will send you a replacement unit.
3. If you return the unit to us within 14 days from the date you were provided a SR number, only items not covered by warranty will be charged to your account.
If your unit is not received within 14 days, the suggested retail value of the unit will be charged to your credit card. This amount will be credited, less a handling
fee, if the unit is subsequently received.
4. Ship your defective unit back to us using the replacement unit’s carton. Shipping instructions will be included on the carton along with your SR number which
will allow you to easily ship the unit back to us. Make sure you insure your shipment in case of damage or loss. Include with the shipment:
• Evidence of purchase date such as a bill of sale.
• A brief note describing your unit’s problem.
• Your name, address and phone number.
Option II:
1. For a fee, we will send a replacement unit to our exchange point.
2. The exchange location will notify you of its arrival.
3. Take your unit and evidence of purchase date, such as a bill of sale, to the exchange location and you will be provided the new or refurbished unit. Please retain
all accessories such as the remote control hand unit.
4. If the repairs are covered by your warranty, you will not be billed.
Thomson assumes no responsibility for warranty shipments from the customer to the factory if not shipped in the manner prescribed by Thomson. Return
transportation, storage, handling and insurance costs are your responsibility. We accept no responsibility in case of damage or loss.
To receive a replacement unit after we have received your unit:
• Write the SR number on the outside of the carton used to return the unit. Make sure you insure your shipment in case of damage or loss.
• Carefully pack the unit using the original box and packing material if possible. Please retain all accessories that were included with your unit such as the remote
control hand unit.
• Include with the shipment:
1. Evidence of purchase date, such as a bill of sale, to verify your unit’s warranty eligibility.
2. A brief note describing your unit’s problem.
3. Your name, address and phone number.
• The representative will advise the address to mail a cashier’s check or money order for payment if there are any out of warranty labor or parts
charges, and you elect not to use your credit card.
• After we receive your product, a new or refurbished unit will be shipped to you.