Technical Support

Limited Warranty for Moog Videolarm Products:
Moog Videolarm warrants these products to be free from defects in material or workmanship as follows:
 

During the labor warranty period, to repair the Product, Purchaser will either return the defective product, freight prepaid, or deliver it to Moog Videolarm Inc. Decatur GA. Moog Videolarm is not responsible for labor and/or installation costs associated with the removal and/or replacement of products covered under warranty. The Product to be repaired is to be returned in either its original carton or a similar package affording an equal degree of protection with a RMA # (Return Materials Authorization number) displayed on the outer box or packing slip.  To obtain a RMA# you must contact our Technical Support Team at 800.554.1124, extension 101. Moog Videolarm will return the repaired Product freight prepaid to Purchaser. Moog Videolarm is not obligated to provide Purchaser with a substitute unit during the warranty period or at any time. After the applicable warranty period, Purchaser must pay all labor and/or parts charges.

The limited warranty stated in these product instructions is subject to all of the following terms and conditions.

Terms and Conditions:

1. NOTIFICATION OF CLAIMS: WARRANTY SERVICE: If Purchaser believes that the Product is defective in material or workmanship, then written notice with an explanation of the claim shall be given promptly by Purchaser to Moog Videolarm.  All claims for warranty service must be made within the warranty period. If after investigation Moog Videolarm determines the reported problem was not covered by the warranty, Purchaser shall pay Moog Videolarm for the cost of investigating the problem at its then prevailing per incident billable rate. No repair or replacement of any Product or part thereof shall extend the warranty period of the entire Product. The specific warranty on the repaired part only shall be in effect for a period of ninety (90) days following the repair or replacement of that part or the remaining period of the Product parts warranty, whichever is greater.

2. EXCLUSIVE REMEDY: ACCEPTANCE: Purchaser’s exclusive remedy and Moog Videolarm’s sole obligation is to supply (or pay for) all labor necessary to repair any Product found to be defective within the warranty period and to supply, at no extra charge, new or rebuilt replacements for defective parts.  

3. EXCEPTIONS TO LIMITED WARRANTY: Moog Videolarm shall have no liability or obligation to Purchaser with respect to any Product requiring service during the warranty period which is subjected to any of the following: abuse, improper use, negligence, accident, lightning damage or other acts of God (i.e., hurricanes, earthquakes), modification, failure of the end-user to follow the directions outlined in the product instructions, failure of the end-user to follow the maintenance procedures recommended by the International Security Industry Organization, written in product instructions, or recommended in the service manual for the Product.  Furthermore, Moog Videolarm shall have no liability where a schedule is specified for regular replacement or maintenance or cleaning of certain parts (based on usage) and the end-user has failed to follow such schedule; attempted repair by non-qualified personnel; operation of the Product outside of the published environmental and electrical parameters, or if such Product’s original identification (trademark, serial number) markings have been defaced, altered, or removed.  Moog Videolarm excludes from warranty coverage Products sold AS IS and/or WITH ALL FAULTS and excludes used Products which have not been sold by Moog Videolarm to the Purchaser.  All software and accompanying documentation furnished with, or as part of the Product is furnished “AS IS (i.e., without any warranty of any kind), except where expressly provided otherwise in any documentation or license agreement furnished with the Product.  Any cost associated with removal of defective product and installation of replacement product is not included in this warranty.

4. PROOF OF PURCHASE: The Purchaser’s dated bill of sale must be retained as evidence of the date of purchase and to establish warranty eligibility.
 

Purchase Terms and Conditions:

ESTABLISHING AN ACCOUNT WITH MOOG VIDEOLARM:
The extension of credit to customers is based on the receipt of satisfactory credit information. For customers who may not desire an open account, or who may not qualify for one, all orders must be accompanied by a certified cashier’s check or bank wire transfer. Payment terms are net 30 days unless a specific agreement has been negotiated between the customer and Moog Videolarm.

Moog Videolarm reserves the right to limit the credit amount and the size of any given order dependent upon the customer’s credit record and/or payment history. Customers who do not pay within the agreed upon terms may incur a finance charge and/or collection fees and attorney fees.

PRICING:
All pricing is in U.S. dollars and prices may be subject to change without notice. Suggested list price indicates the price at which we believe our products can be most successfully merchandised to end user. No representation is hereby made that substantial sales are or will be made at the suggested dealer price.

PRODUCT INFORMATION:
Model descriptions shown in the price section provide basic feature information for reference. Full model descriptions and features may be found in the respective model specification sheets and in other product and technical literature. Many specification sheets are included in this guide, others may be found on web site at www.videolarm.com. Product information furnished by Moog Videolarm is believed to be accurate. However, no responsibility is assumed by Moog Videolarm for its use, nor for infringement of patents or rights of third parties which may result from its use. Product specifications and availability are subject to change without notice.

SPECIAL PRODUCTS:
Moog Videolarm will gladly fill special orders and requests, however, a 50% non-refundable deposit is required with all special order items. Once parts for the special order have been procured by Moog Videolarm, cancellations and/or return of merchandise for any reason will not be accepted.

DELIVERY:
Any delivery indications furnished represents only the best estimate of time required to make shipment. Moog Videolarm shall not incur any liability, consequential or otherwise, due to any delay or failure to deliver for any reason. If a cancellation of the order is requested after shipment has been made, Moog Videolarm will review all pertinent information and make a determination if the cancellation will be accepted. Such cancellations will still be subject to a restocking fee.

RESTOCKING FEE:
Merchandise which is accepted for return will be subject to a 20% restocking fee. All returned merchandise must be returned in its original packaging and pass a quality control inspection.

FREIGHT:
Freight will be prepaid and later invoiced for all open account customers, and is FOB Decatur, GA. When possible, all shipments will be made via UPS/FedEx. Unless the purchase order states freight collect by a specified carrier, Moog Videolarm reserves the right to ship any item(s) by common carrier because of size or weight considerations. Whenever possible shipments will be made the next business day following the processing of the order, however orders may be delayed due to inventory limitations or order volume. For same-day shipping, orders must be received before 12:00 Noon Eastern Time. These orders will be filled as inventory and volume permit. Freight estimates may vary due to fuel price fluctuations. All freight estimates are valid for a period of seven (7) days from the day they are issued.

DAMAGED MERCHANDISE:
In the event damaged merchandise is received you must call us WITHIN 12 DAYS OF RECEIPT for a Return Authorization (RA) number. Be sure to retain the original shipping carton. Take the following steps (as applicable):

A. UPS/FedEx Shipments - DO NOT RETURN THE  MERCHANDISE YOURSELF. When you request  the RA#, we will request that a representative from UPS/FedEx come to inspect the damaged merchandise. Put the RA# on the carton so that when UPS/FedEx returns the unit to us it can be processed.

B.  Truck Line - Put the RA# on the carton. Note the nature of the damage on the driver’s copy of the freight bill. Have the driver sign both copies. If concealed damage is found, call the truck line immediately to request an inspection report on the damaged carton. If it was shipped collect, you must file the report. If it was shipped prepaid, call Moog Videolarm immediately so that we may request an inspection. The inspectors will need to see the condition of the carton as well as the damage to the product inside. Once the claim is taken care of, we will credit your account.

RETURNS:
ALL returns must be authorized by Moog Videolarm, must be accompanied by a Return Authorization number (RA#) and must be shipped prepaid freight. Items returned in any other manner will be rejected. The RA# will be valid for a period of 30 days from the date of issue.

Moog Videolarm will, for a specified period from the date of shipment, repair, without charge, any merchandise proven defective in material or workmanship. Please see supporting documentation for each product for warranty length. Complete terms of the written warranty are set forth on the warranty cards packed with the product, and are available for the customer’s examination from the dealer prior to purchase. Replacement parts will be warranted for a 90-day period.

When returned merchandise is found to be defective, but not within warranty, the customer will be notified in a timely manner with cost estimates for repairs or restocking charges. The customer must acknowledge receipt of cost estimates and/or restocking charges, and authorize repair work within 30 days of notification.  In the absence of such acknowledgment and authorization, Moog Videolarm reserves the right to dispose of all defective merchandise.