Warranty FAQ

How long are my products covered by warranty?

 

Manufacturer warranty period will vary according to product. Information is listed on the item’s website product page, spec sheet and manual. If you are having trouble finding warranty details specific to your Amer product please contact us at support@amer.com or our toll free number 1-800-262-9703

If my product is not covered or no longer covered under warranty, can I purchase a refurbished part?

Yes. To purchase parts, please contact Amer Networks or your nearest authorized Amer Networks Service Center.

Does my warranty cover damage caused by lightning strikes, power surges, power outages, flooding, or similar events?

No. Environmental conditions that are outside of the published environmental specifications for the product, and resulting defects are therefore excluded from coverage. You should contact your insurance carrier or your Uninterruptible Power Supply (UPS) vendor to see to see if the damage is covered under insurance policy.

Is my warranty coverage void if I modify the product?

Yes. Amer Networks does not warrant defects resulting from unauthorized modification, maintenance, or repair.

What is the warranty of the replacement part that I receive?

The repaired or replaced product is warranted under the same terms and conditions as the original product.

What happens when I call for a warranty claim?

A customer service representative (CSR) will ask you some information about your product, including its product number, its serial number, and when you purchased it, so Amer Networks can confirm your product is still within the warranty period and identify what level of coverage you are entitled to. You will be asked to describe the symptoms that your product is showing and what troubleshooting steps you have previously taken to determine that the product is failing. You might also be asked to provide some information about the product’s configuration and software version, as well as your network environment or topology. The CSR will then decide if additional troubleshooting steps are necessary to confirm that the product is having a hardware failure or to isolate the failure between, say, a module in the switch or the switch chassis. The CSR may ask you to perform these steps and will answer questions you might have about how to perform the steps. In some cases, you may be asked to upgrade to a more current version of software on your product as part of the troubleshooting.

 

 

 

 

 

 

 

In order to help minimize the impact of the possible failure, it is important that you assist the CSR with the troubleshooting. For example, if a symptom is actually due to a configuration issue and not a hardware failure, sending you a replacement part will not resolve the issue and could result in additional network downtime for you. Once the CSR has confirmed that your product is having a failure covered under warranty and knows what replaceable part you need, Amer Networks will send you the part.

What should I do before I start a warranty claim?

Fill out a support ticket or have the following information handy before calling support at 1-800-262-9803:

  • product name / model number
  • serial number
  • software version currently on the product
  • date of purchase and any enhanced warranty coverage
  • detailed description of the trouble and symptoms
  • when the symptoms first occurred and how frequently they are occurring
  • detailed description of any changes made to your product’s configuration or network environment prior to the start of the trouble
  • detailed description of the troubleshooting steps you have performed and the results of those steps

Are fans and power supplies covered?

Yes, fans and internal power supplies are covered for one year.

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